The player from Sweden had won 6000 euros at casino fizz888 without using bonuses and had made an approved withdrawal, but had not received the money. The Complaints Team had attempted to resolve the issue by contacting the casino multiple times, but had received no response. Consequently, the complaint was marked as 'unresolved' due to the lack of cooperation from the casino. The player had been informed about the difficulties in verifying the casino's licensing status following its name change to Rx Casino, and had been advised to reach out to the licensing authority for further assistance.
RX Casino - Player's winnings are delayed.
Black points: 341
Amount: 6,000 kr
RX Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
RX Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
I played at casino fizz888 on 11/8-2024 and won 6000 euros without bonuses. I made a withdrawal that was approved, but I did not receive my money.
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2 months ago
Hello Mefail,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fizz888 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?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
hi my account is verified as approved 11/8-24. I played with my money didn't use any bonus. I wrote with them offline two days ago. They told me to be patient.
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2 months ago
Hello Mefail,
Would it be possible to forward any communication between you and the casino regarding this matter to nikolas.b@casino.guru?
Is this your first ever withdrawal request from the casino and if not, did you get previously paid out?
Looking forward to your answer.
Regards,
Nick
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2 months ago
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I have emailed you everything to the email you provided
etc. Mefail
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2 months ago
Thank you Mefail for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hello Mefail,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.
We would like to invite Fizz888 Casino to join the conversation.
Dear Fizz888 Casino,
I would appreciate your assistance in clarifying the status of the player's winnings, as they have yet to be received. Could you also inform me when the withdrawal was processed on your side?
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2 months ago
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.
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2 months ago
Translation
Hello
casino fizz888 dom changing name to Rx casino. They sent my money back to their casino account. I cannot make a withdrawal.
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1 month ago
Dear Mefail,
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. The Casino previously held a license issued by Curaçao Gaming Control Board (GCB) Authority; however, due to recent changes in the casino name, website link, and operator, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. You can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Curaçao Gaming Control Board | Casino Guru . Maybe they will be able to help. Please let me know how they responded at michal.k@casino.guru if you do so.
I am sorry we could not be of more help on this occasion. If you experience an issue with any other casino in the future, feel free to contact us again, and we will do our best to help.
Best regards,
Michal
Casino Guru
