Rizz Casino - Player believes that their withdrawal has been delayed.

I have used different deposit methods.

When the casino tries to pay me via debit card (one of the methods), it tells me that it is not possible due to a closed circuit.

Yesterday he paid me €600 without any problem in my card, sending me an email in which he notified me that

"next time you request a withdrawal, please use the same Payment Method you used to deposit to avoid causing delays in the withdrawal process."

It's just a simple excuse not to pay me.

It's a shame

Dear marcrj7,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They have cancelled the withdrawal claiming:

Also, please be advised that your withdrawal of €430.00 thru card has been denied due to our closed-loop policy. Please resubmit your withdrawal using the same method that you made the deposit [Coinspaid].

I have used different payment methods and one of them is the card where I have already deposited some earnings.

Now they are claiming that I can only use the latest method when in the previous email they didn't say that and they have already paid me.

Dear marcrj7,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear marcrj7,

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.