Rizzio Casino - Die Auszahlung an den Spieler verzögert sich

Hello,

On thursday 15/01/2026 I did 3 deposits of 100 euro without using any depositbonus. I won 1690 euro. So in total there was 1990 euro on my account. I provide them all the requested documents for the verification. On friday 16/01 those documents were approved. So i did a withdraw off 1000 euro, the max amount on 1 day. The withwel was cancelled on sunday 18 januari because they needed an extra doc, ...

I provide that doc and that was approved on monday. So i withdraw again 1000 euro. On tuesday i received a mail that my winnings of 1690 euro were removed without any clear reason!!! I have mailer them several time but not once a clear answer. The will only want to pay out my deposits (300 euro). There slogan is Play worry free but that is a big joke!!! When jou win they delete your winning money without a clear explanation!! I wrote to there authority because they do not earn a license when there is such a treatment!! I played without any depositbonus or free spins and account is completly verified!! I hope you can help me to resolve this big issue? Thanks!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Fruitje,

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

Hello,

They have deleted my winning money off 1690 euro without any clear explanation! I have send all the mailtraffic between the Rizzio casino and me. I did nothing wrong so they can not delete my winning money! They want only pay my deposits, 300 euro back. I am not agree with that! When you win, you want all your winning money. That is only fair. I never used a depositbonus and my account is completly verified.

Dear Fruitje,

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.

Hello,

Thanks for your message.

I still have not receive the 1690 euro.

The only payed my 300 euro depositmoney and the winning money, 1690 euro, the casino removed them without any clear reason. I have send several mails to their authority in the mean time, because i did not received any clear answer from Rizzio. Untill today no respons from the authority. I hope the authority will speak to them aswell. The Rizzio casino do not earn a license! I see complaints everywhere (Trustpilot, Ask Gamblers, here, ...). This is pure robbery. I am still hoping for a solution. 1690 euro is a lot off money that they have taken, ...

Dear Fruitje, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hello,

I have received 1 withdraw of 300 euro.

I have passed the KYC verification.

I only played slots.

I will send you all the mails.

Still hoping for a solution.

Dear Fruitje,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, barbora.p@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thanks for all the effort!!

Kind Regards,

Fruitje

Hello Fruitje,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Thanks Barbora! When there is any progress i will let you know.

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,

Just to inform you and all other players that there is still no progress. I still did not receive the 1690 euro.

I have send mails to a vip agent, support agents, ... I advise other players that have experienced the same difficulties to write a mail at their authority. This casino does not deserve a license!!!

Kind Regards,

Fruitje

Unbelievable that the casino does not even take the effort to answer this complaint.

I have tried to close my account but that is not even possible?! I received a document that you only can close your account for 30 days?! I do not think that is legal!! Will i send another complaint or will i send all the proof i have to their authority because all this is criminal. This casino is not deserving a license, i think! Looking forward for an answering from the casino.

Dear Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article : https://casino.guru/guide/submitting-complaints-to-regulators. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora