Rizz Casino - Player’s winnings have been reduced.

used the deposit offer you see on screenshot. deposit 20euro get 300 freespins. i won from the freespins around 62 euro.you see in screenshot as well.this is in their terms:

2.3.3. Free spins claimed with a deposit have a wagering requirement of thirty times (x30) the amount won. The maximum withdrawable amount from deposit free-spins is ten times (x10) the amount won.

so must be around 600Euro max cashout. 

but i withdraw 297 Euro and they cancel it to 200 Euro.you see in Screenshot . now i chat they tell me about other terms and so on-but all has nothing to do with me. in ym offer is general terms apply.and this above is in the terms. so they own me 97euro more. 

they also can t shown me other terms. now they say somethign from 10x the bonus and so on .they did a misstake an di want my money. 20x wager but i had 30x wager and no match up bonus. its compelte wrong what they do

Dear wennertom,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rizz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there a record of how much you won from the 300 spins before the wagering of the bonus started?
• Could you please share more of your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi ich habe dir zwei Emails mit 8 Screenshots gesendet. Die sagen halt für mich zählen die normalen deposit terms vom welcome Bonus. Aber das kann nicht sein weil mein wager dazu nicht gepasst hat. Meiner Meinung müssten die alleine schon aus Kulanz zahlen. Hab 1800 wager geschafft was nicht einfach war und dann das

Im Chat bestätigen die das ich 62 Euro gewonnen habe. Das ist nicht das Problem. Es geht um die Auslegung der terms

Thanks for your emails.

I checked the correspondence between you and the casino and I believe the screenshot in the casino's email to you holds key information, which unfortunately I cannot read.

Could you please share the screenshot from this email in higher resolution, or forward the email itself to me?

Thanks in advance for your reply.

Hab ich gerade gemacht. Das ist aber alles was in der Email stand.

Thank you, for the email.

It seems that according to your description of events, the bonus you redeemed was a deposit bonus and therefore this part of the rules applies while the rules you refer to apply to no-deposit bonuses only.

Although the bonus is in the form of spins, it still qualifies as a bonus requiring you to make a deposit, so we understand the position of the casino.

Please let me know if there is anything else I haven't considered, otherwise the complaint will be rejected.

das steht in den Terms:

3.  Für Freispiele, die mit einer Einzahlung in Anspruch genommen werden, gilt ein dreißigfacher (x30) Einsatz des gewonnenen Betrags. Der maximale Auszahlungsbetrag bei Freispielen mit Einzahlung beträgt das Zehnfache (x10) des gewonnenen Betrags.

und genau das hatte ich! 30 x wager. Das was sie meinen ist:

3.1.  Bonusgelder, die mit einer Einzahlung beansprucht werden und in deren Bedingungen nicht anders angegeben sind, müssen zwanzigmal (x20) mit dem Einzahlungs- und Bonusbetrag umgesetzt werden. Der maximale Auszahlungsbetrag für Boni, die mit einer Einzahlung in Anspruch genommen werden, beträgt das Zehnfache (x10) des Einzahlungsbetrages, der zur Inanspruchnahme des Bonus verwendet wurde.

das ist 20 x Wager!

also das Casino kann einfach sagen wir machen ihm 30 x Wagner auf die Freispiele und trotzdem darf er nur 10 x den Deposit auszahlen? Macht doch überhaupt keinen Sinn Dann hätten sie mir auch 20 x Wager geben müssen

Thanks for the reply.

Let me refer to the English and German terms and conditions.

From our point of view, 2.3.3 applies to the free spins, while 2.3.1 applies to any match bonus (bonus in the form of a % contribution) you might receive.

Since the bonus you received was in the form of free spins, and you indicated the wagering was supposedly 30x the amount won from the free spins we believe the 2.3.3 point applies.

Please let me know if the explanation works for you or whether there are any other circumstances to consider.

Genau es muss 2.3.3 sein 10 fache des Gewinns aus freispielen also 620 Euro max cashout muss es sein. Damit liegen sie richtig. Und ja es war 30 x wager. Waren 1800 Euro zirka. 62 Euro mal 30. somit hat das Casino mich um 97 Euro betrogen

Thank you very much, wennertom, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello wennertom,

I'm Michal, and I have taken over your complaint. I have reviewed your case and as my colleague Tomas mentioned as long as there were no other limitations in regards to the maximum winnings from the free spin bonus attached, the rule 2.3.3 should apply. I will contact the casino to shed more light on this matter.

We would like to invite Rizz Casino to join the conversation.

Dear Rizz Casino,

Could you kindly provide details regarding the reason for capping the player's winnings to "only" €200 when this limit is not specified in the actual bonus description? Additionally, can you please confirm the original amount of winnings from the free spins?

Sie sehen die melden sich nichtmal. Ist denen vollkommen egal was die Spieler denken

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.

Dear wennertom,

Although I'm in communication with the casino representative, I have still not received all the information and evidence from the casino team I requested to clarify the situation, and it started to show signs that the casino team is not willing to find a suitable solution to your issue.

I will extend the timer for 3 additional days to give extra time for the resolution of your complaint, but if we don't receive the requested information and the casino team will not further cooperate, I'm afraid we will have to close your complaint as unresolved.

sag ich doch -obwohl die terms klar sind das ich bei freispielangebot 10mal den freispielgewinn auszahlen kann.sagen die einfach das zählt nicht.Wirklich beschämend.wir speiler müssen usn an die AGBs halten.das casinos elbe rtut es nicht. keinem kann man mehr vertrauen

Dear wennertom,

Have you received any new email from the casino team in regards to your complaint?

Dear wennertom,

I have been in communication with the casino representative regarding the issue at hand. Despite their assurance that their security team would provide me with the required information and evidence to address the situation, I have not received any documentation. Unfortunately, without their cooperation, there is not much that can be achieved. As a result, I will have to classify this 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 European Alternative Dispute Resolution (EARD) here EADR Form - EADR - Reliable and fair out-of-court settlements and submit a complaint to the Kahnawake Gaming Commission here Dispute Resolution - Kahnawà:ke Gaming Commission or directly to their email at complaints@gamingcommission.ca. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Rizz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear wennertom,

I have been informed by the casino representative that after reviewing your account and the situation the voided winnigs have been reinstated in you casino account. Can you please confirm that?

oh ja sind tatsächlcih drauf.ich versuche mal auszuzahlen und werde ihnen bescheid geben.danke bis dahin

Thank you for the confirmation, wennertom. Sure, keep me updated.

Vielen Dank. Ohne ihre tolle Arbeit hätte ich nichts bekommen. Das Geld ist heute angekommen. Sehr herzlichen Dank nochmal

Great news, wennertom. I'm glad to hear that the situation has been clarified and you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru