Rizk Casino - Player's account is restricted due to bonus play style.

I made my first deposit 1000nok at rizk casino with 100% bonus.

I started playing on 27.08 at first.

The way i played is i use my balance to catch free spins and open them later one by one. It feels much more fun.

The second day 28.08 my balance was 5500nok with approximately only 10-15% wager done , I did another session with bonuses. Got exactly 49bonuses which felt like really good session and was about to open.

I opened my first bonus and my balance stayed the same , same with second bonus , also nothing.

I reached out to Live chat. They told me that this type of play is not allowed and its in their terms and conditions.

Only thing i found from their terms and cons was this :

"The use of bonus funds purely to progress through the bonus stages is prohibited."

So also live chat could not help me further and asked to write an email.

All replies that i received from them i will attach.

For me it seems a bit unfair. I could not understand what time of bonus stages are they even talking about , apparently it is about leveling up account where you get some small extras.

I do not feel like i have violated any type of rules , what are the difference the way i play casino , i would be still leveling up anyway if i open bonuses right away.

If there is any other necessary information , i am happy to provide it.

Thank you

Hello jambalele,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rizk Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was the bonus wagering finished or still in process when you opened the bonus feature in the game? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello!

My account is not verified yet, but i can do it when its necessary.

Bonus was not finished.

Last reply i received from casino was yesterday 29.08. , the one i previously attached to my case.

Thank you

Best regards

Daniels

Thank you jambalele for all the information provided. If you would play the bonus feature after wagering the bonus, it would be understandable as it is against the casino terms and they have right to confiscate your balance in that situation. However, as you still did not finish the wagering, it seems to be strange as it would not make any difference either you would use them right away or later (while the wagering still active).

I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi jambalele,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rizk Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi jambalele,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (http://www.ecogra.org/srs/dispute.php) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://mga.org.mt/support/online-gaming-support/). I am sorry I could not be of more help on this occasion.

Best regards,

Peter