Rizz Casino - Die Auszahlung des Spielers wird verweigert und die Gewinne werden reduziert.

Dear Sir or Madam, I'm unfortunately having to contact you again because a casino refuses to pay out my winnings of €4,670. Unfortunately, the casino didn't provide a proper explanation. They simply stated that, based on Rule 2.23, they have the right to refund my winnings to the original deposit amount.

I don't understand this. I didn't break any rules and adhered to the terms and conditions of the bonus. It was a reload bonus with a maximum withdrawal of 10x the deposit amount, and it has now been reset to €467.

This was my bonus: It was a 75% bonus up to €350.

I played Dice by Spribe and then tried to wager with Fairy Dust Xtreme. Unfortunately, I got kicked out of the game and couldn't get back in to continue playing, so I switched to Poseidon Xtreme, but the game crashed there too, so I had to switch again and then play Dice Clash. The same problem there too. I don't know if the casino had problems, but I couldn't get back into any of the games for the next 6-12 hours because an error message popped up. I think it was [903]. In the end, I finished wagering with 1429. That worked well. I wasn't thinking of cheating the casino in any way. I just wanted to wager my winnings and had to avoid the games that displayed this error message. I also didn't play any prohibited games. So I really don't understand why the casino decided to void my winnings.

I hope you can help me.

LG

Sehr geehrte Damen und Herren. Leider muss ich mich schon wieder an Sie wenden, weil ein Casino meinen Gewinn von 4670€ nicht auszahlen möchte. Eine ordentliche Erklärung kam vom Casino leider nicht. Sie schrieben nur, dass sie aufgrund der Regel 2.23. das Recht haben meinen Gewinn auf den Ursprung der Einzahlung zurückzusetzen.

Ich verstehe das nicht. Ich habe keine Regeln gebrochen und mich an die Geschäfts- und Bonusbedingungen gehalten. Es handelte sich um einen Reload-Bonus und dieser hatte eine maximale Auszahlung von 10x des Einzahlungsbetrages und wurde mir nun wieder auf 467€ zurück gesetzt.

Das hier war mein Bonus:Es war ein 75% Bonus bis zu 350€.

Ich habe Dice von Spribe gespielt und versucht dann mit Fairy Dust Xtreme umzusetzen. Leider bin ich aus dem Spiel geflogen und konnte auch nicht wieder rein um weiter zu spielen, also bin ich dann zu Poseidon Xtreme gewechselt, aber auch da ist das Spiel abgestürzt und somit musste ich wieder wechseln und habe dann Dice Clash gespielt. Dasselbe Problem auch dort. Ich weiß nicht ob das Casino Probleme hatte, aber in keines der Spiele konnte ich in den nächsten 6-12h wieder rein, da eine Fehlermeldung auftrat. Ich glaube sie hieß [903]. Am Ende hab ich dann mit 1429 fertig umgesetzt. Das hat gut funktioniert. Nicht in irgendeiner Weise, hab ich dabei daran gedacht, dass Casino zu hintergehen. ich wollte nur meinen Gewinn umsetzen und musste den Spielen ausweichen, welche diese Fehlermeldung anzeigten. Ich habe auch keine Spiele gespielt, die verboten waren. Deswegen verstehe ich wirklich nicht, warum das Casino sich dazu entschlossen hat, mir meine Gewinne zu annullieren.

Ich hoffe Sie können mir weiterhelfen.

LG

Hello Ninosch,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rizz 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 claim any other bonuses in the past?
• When was the last time you spoke to the casino and what was it about?

Would it be possible to forward your betting history from the time you have played with the bonus money to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Hello and thank you very much for your help.

I'd love to send you the betting history, but there are too many bets for me to manage. I'd need countless screenshots to do that. 🙁

But I can gladly send you individual pages of the history where I played the different games if that would be helpful.

So I decided to try another game. Of course, I checked beforehand whether the games allowed bonus funds. Everything was correct.

At 20:21:52, I was finally finished with the implementation and immediately requested a withdrawal and verified myself.

I didn't quit any of the games because I wanted to play something else, but because the system forced me to, as the games all displayed an error code after a certain amount of time.

Hallo und vielen lieben Dank für Ihre Hilfestellung.

Ich würde Ihnen den Wettverlauf gerne zukommen lassen, aber es sind zu viele Einsätze, als das ich das schaffe. Ich bräuchte unendlich viele Screenshots, um das hinzubekommen 🙁

Ich kann Ihnen aber gerne einzelne Seiten des Verlaufes zukommen lassen, wo ich die verschiedenen Spiele gespielt habe, wenn das Ihnen auch weiter helfen würde`?

Also entscheid ich mich wieder in ein anderes Spiel zu gehen. Natürlich habe ich zuvor überprüft, ob die Spiele erlaubt sind mit Bonusguthaben. Alles hatte seine Richtigkeit.

Um 20:21:52, war ich endlich fertig mit dem umsetzen und habe direkt eine Auszahlung beantragt und mich verifiziert.

Keines der Spiele habe ich abgebrochen, weil ich was anderes spielen wollte, sondern weil das System mich dazu gezwungen hatte, da die Spiele alle nach gewisser Zeit einen Fehlercode aufwiesen.

Oh yeah, I had deposited for bonuses before, but didn't win anything. (See screenshots)

I should also be verified. I have already sent the casino all the necessary documents.

The last time I had contact with the casino was when I received an email from RIZZ Casino saying that my winnings had been canceled.

Achja, ich hatte zuvor schonmal für Boni eingezahlt, aber nichts gewonnen. (Siehe Screenshots)

Verifiziert sollte ich auch sein, Ich habe dem Casino alle erforderlichen Dokumente bereits zukommen lassen.

Das letzte Mal Kontakt zu dem Casino hatte ich, als die Email von RIZZ-Casino bekam, dass meine Gewinne annulliert wurden.

Hello Ninosch and thank you for all the information provided. Based on your deposit history, the maximum win from your bonus should have been 1000€, unless there's been a specific bonus condition brokne.

To further investigate along with the casino, I will be now forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

How did you get €1,000? No.

€4,670 was the maximum winnings I could achieve with the bonus. The terms and conditions clearly stated that the maximum withdrawal amount was 10x the deposit amount, not the bonus amount.

I deposited €467, so €4670 max cash.

Wie kommen Sie jetzt auf 1000€? Nein.

4670€ war der maximale Gewinn, den ich mit dem Bonus erziehlen konnte. In den Bedingungen stand ganz klar, dass der maximale Auszahlungsbetrag 10x des Einzahlungsbetrages sei und nicht des Bonusses.

Ich habe 467€ eingezahlt, also 4670€ max Cash.

Hello Ninosch,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. And yes, you are right. I think my colleague checked your screenshot with the deposit history incorrectly, and he was talking about your previous deposit of €100 for an unknown reason. Anyway, let's ask the casino for an explanation.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Rizz Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Hello Ninosch,

I am sorry for the delay.

Recently, I got one relevant contact for the casino, and I am trying to get more information and details from them.

I am extending the timer for the casino once again, waiting for the requested details.

I will inform you as soon as I have something relevant. Let's give it a try.

Thank you for your infinite patience and understanding.

Greetings,

I am already in contact with the casino representative, and I am waiting for the requested information, details, and updates.

Since the casino does not have a casino representative account in our system, and they cannot reply directly here (the casino representative did not receive a notification and did not know about the complaint, and I got in contact with someone responsible only a week ago), I am extending the timer, and I will provide the relevant information directly here myself as soon as I have something important that is worth mentioning.

However, I cannot keep the complaint open indefinitely, so the casino representative in charge will be informed that, in case the casino does not provide us with anything relevant until the current timer expires, I will be likely forced to close the complaint as unresolved, which means a decrease of its rating/safety index on casino.guru.

Thank you for your patience and understanding.

Hello,

I am sorry for the delay.

Unfortunately, the new contact representing the casino stopped responding.

I am extending the timer until the end of this week, Friday evening, reminding the case to the casino representative outside the thread.

The casino representative was informed that these are the last few days to respond and the last chance to sort it out. Otherwise, the complaint will be closed as 'unresolved'.

Thank you for your patience and understanding.

Greetings all,

I am sorry for the delay.

The casino's representative account was successfully set up, so they should already receive email notifications and updates properly.

Dear Rizz Casino Team,

Can you please look at our conversation outside the thread and answer my questions and provide the requested? I replied a while ago.

Thank you. Looking forward to hearing from you.

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

Dear Ninosch,

Unfortunately, since we have not received any further response from the casino regarding the issue for a long time, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Considering the available information and details regarding the case that we managed to gather during the communication with the casino representative, we cannot agree with the winnings confiscation, and we consider the casino's decision unfair and unjustified. To be honest, it appears the casino confiscated your winnings because you successfully wagered the bonus and gained significant winnings (within the casino's rules) in a way they do not like.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Kahnawake Gaming Commission - KGC) and submit a complaint directly to the regulator. You can find more information about their complaint process HERE, and more about complaint processes with regulators generally HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I sincerely hope the casino will use this option or contact me soon.

Best regards,

Branislav, Casino.Guru