Rizzio Casino - Dobici igrača su konfiskovani.

I deposited 200€ and cancelled my main welcome bonus.

Support confirmed on the previous day that my balance was real money and withdrawable.

Later, I played and won approximately 12,000€ in live casino (Evolution).

After I requested withdrawal, the casino confiscated all winnings, claiming that a free spins bonus with wagering was active.

I did not manually activate any bonus at the time of playing, and the casino interface showed my balance as real money. I was not warned that any wagering requirement was active, and no restriction was shown when I placed my bets or when I requested withdrawal.

I believe this is unfair and misleading, as I was allowed to play and request withdrawal without any warning, and only afterwards the casino applied bonus terms retroactively and confiscated the winnings.

I request CasinoGuru to investigate whether the casino properly informed me about an active bonus and wagering requirements at the time of play.

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Dear onnibruck1,

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

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

• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings displayed in the bonus balance?
• If possible, could you please share your bonus history in Rizzio Casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear onnibruck1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

Dear all, we have received the following message from the player:

I would like to respectfully ask that this complaint be reviewed again, as I have now provided the complete and correct information.

First, I apologize for the incorrect date mentioned earlier. That was an unintentional mistake.

The correct and relevant dates are 11–12 January 2026.

Correct summary of the case:

Disputed amount: €12,331.80

11 January 2026: Rizzio support told me that once I submit a selfie with my ID, I will be able to withdraw.

My KYC was then accepted and no bonus or wagering restriction was mentioned.

I cancelled the withdrawal only because I was told that I was eligible to withdraw.

12 January 2026: I continued playing and won a significantly larger amount (mainly in live casino games). I was not warned that continuing to play would affect my withdrawal rights.

After this, Rizzio cancelled the withdrawal and removed €12,331.80 from my balance, claiming it was related to a bonus.

The withdrawal was initially rejected only because of selfie / verification, not because of a bonus.

After the selfie was approved, I was allowed to continue playing and was told I could withdraw.

Only after the larger win did the casino retroactively apply bonus terms and confiscate my balance.

This is a case of misleading withdrawal confirmation and retroactive confiscation of winnings.

Thank you for reopening and reviewing this case with the correct dates and amount

Dear onnibruck1,

Could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Thank you very much in advance for your reply.

I have now sent you the requested evidence (chat screenshots, KYC approvals and the email confirming the confiscation) to [email protected].

Please let me know if anything else is needed.

Kind regards,

onnibruck1

Dear onnibruck1, thank you for your email.

Could you please advise whether you have cancelled the bonus manually or by reaching out to the live chat? Was the bonus already confirmed to be cancelled before you proceeded to play and win the €12,331?

Thank you in advance for your response.