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I registered and verified my account. I submitted all the required documents, and the order was confirmed. I made deposits and used bonuses, but lost everything. My balance was zero, and there were no active bonuses left. Then I deposited €50 twice, without using any bonuses, to play for real money and won €750. When I requested a withdrawal, all my winnings were canceled, and only €100 remained in my account. I don't understand why. My account was verified, I didn't use any bonuses, and I don't know the reason.

Thank you so much for your help.

Ich habe mein Konto registriert und verifiziert. Alle erforderlichen Dokumente habe ich eingereicht, und die Bestellung wurde bestätigt. Ich habe Einzahlungen getätigt und Boni genutzt, aber alles verloren. Mein Kontostand war auf null, und es gab keine aktiven Boni mehr. Dann habe ich zweimal 50 € eingezahlt, ohne Boni zu nutzen, um Echtgeld gespielt und 750 € gewonnen. Als ich eine Auszahlung beantragte, wurden alle meine Gewinne storniert, und nur 100 € blieben auf meinem Konto. Ich verstehe nicht, warum. Mein Konto war verifiziert, ich habe keine Boni genutzt, und ich kenne den Grund nicht.

Vielen Dank für Ihre Hilfe.

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Hello,

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.

• Do you have access to your player's account?
• Would you be able to share a screenshot of your deposits with timestamps as they appear in your player's deposit history?
• Would you be able to share a screenshot of your bonuses with timestamps as they appear in your player's bonus history?
• Could you please share with me your communication with the casino regarding the issue, or other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello

I sent you a screenshot of my €50 deposit. As you can see, I had no funds in my account. I then continued playing, won, and requested a withdrawal of €700. The second screenshot shows that I played exclusively with real money that day and didn't use any casino bonus. In the days prior, I had used the bonus for sports betting but lost everything. My account was empty, and the bonus was no longer active. My winnings were canceled without any specific reason being given. I was sent the complete rules, but they told me they weren't obligated to do so and therefore couldn't provide a specific reason. My €700 payment was canceled because they claimed additional documents were requested, even though the order was verified. I played a little longer and then requested a withdrawal of €750. €650 was then canceled, leaving only €100. I was informed that the amounts from my last two deposits would remain. I don't understand any of this. If something was wrong, how can they credit me with the last two payments?

Thank you so much for your help.

Warm regards

Hallo

Ich habe Ihnen einen Screenshot meiner 50-€-Zahlung geschickt. Wie Sie sehen, hatte ich kein Guthaben auf meinem Konto. Anschließend spielte ich weiter, gewann und beantragte eine Auszahlung von 700 €. Auf dem zweiten Screenshot sehen Sie, dass ich an diesem Tag ausschließlich mit Echtgeld gespielt und keinen Casino-Bonus genutzt habe. In den Tagen zuvor hatte ich den Bonus für Sportwetten verwendet, dabei aber alles verloren. Mein Konto war leer und der Bonus war nicht mehr aktiv. Meine Gewinne wurden storniert, ohne dass mir ein konkreter Grund genannt wurde. Mir wurde das gesamte Regelwerk zugeschickt, aber man teilte mir mit, dass man dazu nicht verpflichtet sei und daher keinen genauen Grund nennen könne. Meine Zahlung von 700 € wurde storniert, da angeblich zusätzliche Dokumente angefordert wurden, obwohl die Bestellung verifiziert war. Ich spielte noch etwas weiter und forderte dann eine Auszahlung von 750 € an. Daraufhin wurden 650 € storniert, sodass nur noch 100 € übrig blieben. Mir wurde mitgeteilt, dass die Beträge meiner letzten beiden Zahlungen erhalten bleiben. Ich verstehe das alles nicht. Wenn etwas nicht stimmte, wie können sie mir dann die letzten beiden Zahlungen gutschreiben?

Vielen Dank für Ihre Hilfe.

Herzliche Grüße

Ladies and Gentlemen

I made another deposit of €25 and received a bonus of €37.50. My winnings were €500, but according to the rules, the maximum real money winnings are limited to €150. This is in accordance with the rules, and I agree to it. I then continued playing with real money and won €1000. When I requested a withdrawal, €850 of my winnings were deducted, leaving only €150 in my account. Attached are screenshots of the bonus being correctly credited, my withdrawal request, and the provider's response. The same thing happened to me last week when €650 of my winnings were deducted, even though I didn't have an active bonus.

I am asking for your help, as something like this has never happened to me before.

Thank you in advance.

Sehr geehrte Damen und Herren,

ich habe eine weitere Einzahlung von 25 € getätigt und einen Bonus von 37,50 € erhalten. Mein Gewinn betrug 500 €, laut den Regeln ist der maximale Gewinn in Echtgeld jedoch auf 150 € begrenzt. Dies entspricht den Regeln, und ich stimme dem zu. Anschließend spielte ich mit Echtgeld weiter und gewann 1000 €. Als ich die Auszahlung beantragte, wurden mir 850 € Gewinn gestrichen, sodass nur noch 150 € auf meinem Konto verblieben. Im Anhang finden Sie Screenshots des Bonus, der ordnungsgemäß gutgeschrieben wurde, meines Auszahlungsantrags und der Antwort des Anbieters. Letzte Woche ist mir dasselbe passiert, als mir 650 € Gewinn gestrichen wurden, obwohl ich keinen aktiven Bonus hatte.

Ich bitte um Ihre Hilfe, da mir so etwas noch nie passiert ist.

Vielen Dank im Voraus.

Respected

This is how it looks on my profile.

They canceled my €650 win last week even though I didn't have any Bonus, then I also had a €300 win on a sports bet that went into the cash register, but everything was cancelled. And this week they canceled €850, also a real money gain. I followed the bonus rules, got €150 as much as possible and continued to play for real money and won.

The support representative I contacted told me to continue playing, as the bonus money had been converted to real money and I could play without limits. However, when I won, the winnings were canceled by the payout team. And the worst part: they're still active and scamming users.

I'm sorry for overwhelming you with information, but I want people to know that something like this exists.

Thank you for your support.

Der Support-Mitarbeiter, mit dem ich geschrieben habe, sagte mir, ich solle weiterspielen, da das Geld von Bonusguthaben in Echtgeld umgewandelt worden sei und ich unbegrenzt spielen könne. Als ich gewann, wurde der Gewinn jedoch vom Auszahlungsteam storniert. Und das Schlimmste: Sie sind immer noch aktiv und betrügen Nutzer.

Es tut mir leid, dass ich Sie mit Informationen überhäuft habe, aber ich möchte, dass bekannt wird, dass so etwas existiert.

Vielen Dank für Ihre Unterstützung.

Thanks for your reply.

According to the screenshot you submitted, a weekend sportsbetting bonus might have been active at the time of the incident.

Have you made any bets that concluded on March 14th from your point of view, after you made the 50€ deposit?

No, there was no active bonus. I used the bonus and lost the bet, therefore the bonus was blocked.

That was 10 days ago, and as you can see, my winnings of €850 have been cancelled again.

I received a casino bonus of €37.50. I fulfilled all the requirements and had €500 in my account when the bonus was paid out as real money, amounting to €150, as this is the maximum bonus win. Customer service assured me that it was real money and that I could continue playing or withdraw my winnings. I continued playing, won €850, and requested a withdrawal of €1000. Subsequently, my winnings were canceled, and I was only credited with €150, supposedly in accordance with the bonus terms and conditions, even though this has nothing to do with the bonus. The bonuses were locked, and it is real money. I have already sent you photos documenting everything.

Thank you for your support.

Nein, es war kein Bonus aktiv. Ich habe den Bonus genutzt und die Wette verloren, daher wurde der Bonus gesperrt.

Das ist 10 Tage her, und wie Sie sehen, wurde mein Gewinn von 850 € erneut storniert.

Ich habe einen Casino-Bonus von 37,50 € erhalten. Ich habe alle Bedingungen erfüllt und hatte 500 € auf dem Konto, als mir der Bonus in Höhe von 150 € als Echtgeld ausgezahlt wurde, da dies der maximale Bonusgewinn ist. Der Kundenservice versicherte mir, dass es sich um Echtgeld handele und ich weiterspielen oder mir den Gewinn auszahlen lassen könne. Ich habe weitergespielt, 850 € gewonnen und eine Auszahlung von 1000 € beantragt. Daraufhin wurden meine Gewinne storniert und mir nur 150 € gutgeschrieben, angeblich gemäß den Bonusbedingungen, obwohl dies nichts mit dem Bonus zu tun hat. Die Boni waren gesperrt und es handelt sich um Echtgeld. Ich habe Ihnen bereits Fotos geschickt, die alles dokumentieren.

Vielen Dank für Ihre Unterstützung.

Dear Fred1987,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Fred1987,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Rizzio Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

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.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V