Rizk Casino - 문서 검증 문제로 인해 플레이어의 출금이 지연되고 있습니다.

I was playing at rizk casino

a already verified player.

i have been waiting about 3=4 days now with pending withdrawals. On day 1 with the pending withdrawals it took 6hours to get notified I needed too verify my account.

My first document was declined so I corrected that and sent it back and had to do several more times. My document needed to be proof of ownership for debit card I had trouble finding a pen to sign the card which is where my troubles started.

My complaint is they are not really.co operating with me in helping me solve my problem so I can have my withdrawals released in the end I have submitted a bank statement which shows the deposit I made and the numbers from my debit card as well so more then sufficient proof...

Because of the document delays having to re submit etc we are now coming onto the 4th day I believe what they are doing is resetting the timer to there maximum time frame of 24 hours to review documents . Never have I had this much trouble at an online casino especially being already pre verified. really starting to despise of casinos that try to intentionally stall and or not co operate in timely manner with players.

Dear kirstymaree001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

All I needed to supply was the back of my credit card which I did however there was an issue with getting the back signed because I couldn't find a pen that would work .

It still stated my name and the last 4 digits of the card they needed proof for.

When I had no luck there I sent them my bank statement that clearly outlined my deposit transaction to the casino which clearly stated the card that had been used.

I had already been pre verified yes so all documents requested were submitted and approved

Since my complaint here has been made my account at the casino has been locked 🙁

Thank you very much for your reply, kirstymaree001. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly did you create your casino account?
• Did you accumulate your winnings with or without an active bonus?

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.

I received my payout 5 days later they told me my document wasn't signed etc over And over again, were very unhelpful at being able to assist me in helping with a solution I 10/10 DO NOT RECOMEND this casino. They blocked my account and that is the way it is going to stay.

Could you please advise if you had any remaining balance or pending withdrawals in your casino account?

That I am unsure of to tell you the truth I did question that for a moment as I had no way to go onto my account and see for myself. At the time my account was blocked my withdrawals were pending processing and nothing had progressed. It was definitely not smooth sailing trying to get a straight forward answer out of them 🙁 so definitely some questionable behavior from there end I had no choice but to trust what they said. I even went as far as asking for a receipt or some sort of confirmation the payout had been paid . It was all very vague with not much to go off

Can you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sure I can do that no worries I only have the correspondence via email as I'm unable to get back into my casino account due to being blocked. But I will forward what I have to you.

🙂