Rizk Casino - Player’s jackpot winnings were confiscated.

I registered on the website rizk.com and immediately passed the verification (ID and address) A few days later I won 373 429 euros in a casino game and immediately requested a withdrawal. They asked me to additionally verify my income, which I immediately did.

It has been 3 months since then, and during this time they have not withdrawn my money. Moreover, yesterday they wrote off the entire remaining balance (almost 370 000 euros!!). At the same time, they did not even bother to send me a letter with a notification or explanation. It is also worth noting that this is not even the money of the casino itself, since the winnings were in the jackpot from the NetEnt provider.

I have only negative emotions from interacting with this casino. I do not understand how they can have such a high rating on your site and why it is not blacklisted.

Dear spravedlivyj199,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what verification documents have you submitted to the casino? Have all of your documents been approved?

Do I understand correctly that you won a progressive jackpot from a slot game?

Could you please confirm if you are able to log into your account?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

Hello Veronika!

1. I've provided my passport, utility bill and proof of income. All Those documents were accepted.
2. Yes, I won a progressive jackpot from NetEnt.
3. Yes, I am able to log into my account.
4. I wrote them a message on 25 May stating that I have a feeling that they are purposefully stalling my withdrawals and that they leave me no choice other than to write a complaint to a higher institution. I received an automatic letter that the message was received, but they they never replied to my last email.

And one more thing, I am actually an Irish player, I accidentally filled old details in my Casino Guru profile. And I am registered and verified as Irish player in Rizk Casino as well.

Before we move forward with the case, please send me any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here. Thank you.

Dear spravedlivyj199,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.