NaslovnaPritužbeRizz Casino - Povlačenje igrača je odbijeno, a dobici se smanjuju.
Rizz Casino - Povlačenje igrača je odbijeno, a dobici se smanjuju.
Automatski prevedeno:
Crni bodovi: 2.533
Iznos:
4.670 €
Rizz Casino
Index sigurnosti:Ispod proseka
Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from Germany faced issues with a withdrawal request made three weeks prior for €4,670. The casino claimed that the winnings had been voided based on Rule 2.23 without providing a proper explanation, despite her adherence to the terms and conditions. She encountered technical issues while playing, which led her to switch games multiple times. The Complaints Team closed the complaint as 'unresolved' due to the casino's lack of response and considered the confiscation of her winnings to be unfair and unjustified.
Igračica iz Nemačke suočila se sa problemima zbog zahteva za isplatu 4.670 evra podnetog tri nedelje ranije. Kazino je tvrdio da su dobici poništeni na osnovu Pravila 2.23 bez pružanja odgovarajućeg objašnjenja, uprkos njenom poštovanju uslova i odredbi. Naišla je na tehničke probleme tokom igranja, što ju je navelo da više puta menja igru. Tim za žalbe je zatvorio žalbu kao „nerešenu“ zbog nedostatka odgovora kazina i smatrao je da je konfiskacija njenog dobitka nepravedna i neopravdana.
Poštovani gospodine ili gospođo, nažalost moram ponovo da vas kontaktiram jer kazino odbija da isplati moj dobitak od €4,670. Nažalost, kazino nije pružio odgovarajuće objašnjenje. Jednostavno su izjavili da, na osnovu pravila 2.23, imaju pravo da refundiraju moj dobitak do prvobitnog iznosa depozita.
Ne razumem ovo. Nisam prekršio nijedno pravilo i pridržavao sam se uslova i odredbi bonusa. Bio je to bonus za ponovno učitavanje sa maksimalnim povlačenjem od 10 puta više od iznosa depozita, a sada je resetovan na 467 evra.
Ovo je bio moj bonus: Bio je to bonus od 75% do 350 €.
Igrao sam Dice bi Spribe, a zatim pokušao da se kladim sa Fairi Dust Kstreme. Nažalost, izbačen sam iz igre i nisam mogao da se vratim da nastavim da igram, pa sam prešao na Poseidon Kstreme, ali se i tu igra srušila, pa sam morao ponovo da se prebacim i onda da igram Dice Clash. I tamo je isti problem. Ne znam da li je kazino imao problema, ali nisam mogao da se vratim u nijednu igru narednih 6-12 sati jer se pojavila poruka o grešci. Mislim da je bilo [903]. Na kraju sam završio klađenje sa 1429. To je dobro funkcionisalo. Nisam mislio da prevarim kazino na bilo koji način. Samo sam želeo da se kladim na svoj dobitak i morao sam da izbegnem igre koje su prikazivale ovu poruku o grešci. Takođe nisam igrao nijednu zabranjenu igru. Tako da stvarno ne razumem zašto je kazino odlučio da poništi moj dobitak.
Nadam se da mi možete pomoći.
LG
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.
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Rizz Casino-om. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno?
Da li ste ranije tražili još neke bonuse?
Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Da li bi bilo moguće proslediti svoju istoriju klađenja od vremena kada ste igrali sa bonus novcem do nikolas.b@casino.guru za dalji pregled?
Radujem se vašem odgovoru.
pozdrav,
Nick
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?
Voleo bih da vam pošaljem istoriju klađenja, ali ima previše opklada da bih mogao da upravljam. Trebalo bi mi bezbroj snimaka ekrana da to uradim. 🙁
Ali mogu vam rado poslati pojedinačne stranice istorije na kojima sam igrao različite igre ako bi to bilo od pomoći.
Ovde možete videti da sam počeo da igram Fairi Dust Kstreme. U stvari, prilično dugo vremena. Uložio sam skoro ceo bonus na ovu igru.
Moj poslednji spin je bio 20. februara 2025. u 18.20.05, jer je igra pala i nisam mogao da je ponovo učitam ni posle nekoliko pokušaja. Zato sam odlučio da igram Poseidon Kstreme da iskoristim preostali bonus.
Nažalost, Poseidon se srušio ubrzo nakon Fairi Dust-a, i nisam mogao da se vratim u Poseidon Kstreme. Ovo se dogodilo u 20:07.49, oko 1,5 sat nakon Fairi Dust Kstreme-a.
Zato sam odlučio da probam drugu igru. Naravno, prethodno sam proverio da li igre dozvoljavaju bonus sredstva. Sve je bilo tačno.
Tada sam igrao Dice Clash, ali i to se relativno brzo srušilo. To se dogodilo oko 20:16.02.
Tako sam napravio poslednje okrete sa 1429 Uncharted Seas.
U 20:21:52 konačno sam završio sa implementacijom i odmah sam zatražio povlačenje i verifikovao se.
Nisam napustio nijednu igru zato što sam želeo da igram nešto drugo, već zato što me je sistem na to primorao, pošto su sve igre pokazivale kod greške nakon određenog vremena.
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.
Here you can see that I started playing Fairy Dust Xtreme. For quite a long time, in fact. I wagered almost the entire bonus on this game.
My last spin was on February 20, 2025, at 6:20:05 PM, because the game crashed and I couldn't load it again even after several attempts. So I decided to play Poseidon Xtreme to use up the remaining bonus.
Unfortunately, Poseidon crashed shortly after Fairy Dust, and I couldn't get back into Poseidon Xtreme. This happened at 20:07.49, about 1.5 hours after Fairy Dust Xtreme.
So I decided to try another game. Of course, I checked beforehand whether the games allowed bonus funds. Everything was correct.
I then played Dice Clash, but that also crashed relatively quickly. This happened around 20:16.02.
So I made the last spins with 1429 Uncharted Seas.
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`?
Hier kann man sehen, dass ich zu Beginn Fairy Dust Xtreme gespielt habe. Ziemlich lange sogar. Ich hab fast den ganzen Bonus mit diesem Spiel umgesetzt.
Am 20.02.25 um 18:20.05 war mein letzter Spin, denn da stürzte das Spiel ab und ich konnte es auch nach mehreren Versuchen nicht mehr laden. Also entschied ich mich Poseidon Xtreme zu spielen, um den restlichen Bonus zu spielen.
Leider stürzte dann auch Poseidon relativ zeitnah nach Fairy Dust ab und ich konnte auch nicht mehr in Poseidon Xtreme zurück. Dies war um 20:07.49 also ungefähr 1.5h nach Fairy Dust Xtreme.
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.
Ich spielte dann Dice Clash, aber auch das stürzte relativ schnell ab. Dies geschah gegen 20:16.02.
Die letzten Spins habe ich also mit 1429 Uncharted Seas umgesetzt.
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.
Zdravo Ninosch i hvala na svim pruženim informacijama. Na osnovu vaše istorije depozita, maksimalni dobitak od vašeg bonusa bi trebao biti 1000€, osim ako nije postojao poseban bonus uslov.
Radi dalje istrage zajedno sa kazinom, sada ću proslediti vašu žalbu kolegi Branislavu ( branislav.b@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
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.
€4,670 je bio maksimalni dobitak koji sam mogao da ostvarim sa bonusom. U uslovima i odredbama jasno je navedeno da je maksimalni iznos povlačenja 10k iznos depozita, a ne iznos bonusa.
Deponovao sam 467 €, dakle 4670 € maksimalnih keša.
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.
Žao mi je što čujem za vašu nevolju i izvinjavam se zbog kašnjenja. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. I da, u pravu si. Mislim da je moj kolega pogrešno proverio vaš snimak ekrana sa istorijom depozita i govorio je o vašem prethodnom depozitu od 100 € iz nepoznatog razloga. U svakom slučaju, hajde da pitamo kazino za objašnjenje.
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Rizz Casino timu ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Zašto su dobici korisnika oduzeti?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Slobodno pošaljite potrebne detalje i prateće dokaze na moju adresu e-pošte ( branislav.b@casino.guru ).
Hvala.
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).
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Već sam u kontaktu sa predstavnikom kazina i čekam tražene informacije, detalje i ažuriranja.
Pošto kazino nema nalog predstavnika kazina u našem sistemu, i ne mogu direktno da odgovore ovde (predstavnik kazina nije dobio obaveštenje i nije znao za pritužbu, a sa odgovornim sam stupio u kontakt tek pre nedelju dana), produžavam tajmer, a relevantne informacije ću direktno ovde dostaviti čim budem imao nešto važno što je vredno pomena.
Međutim, ne mogu da držim žalbu otvorenom na neodređeno vreme, tako da će nadležni predstavnik kazina biti obavešten da ću, u slučaju da nam kazino ne dostavi ništa relevantno dok ne istekne trenutni tajmer, verovatno biti primoran da zatvorim žalbu kao nerešenu, što znači smanjenje njegovog rejtinga/indeksa bezbednosti na casino.guru.
Hvala vam na strpljenju i razumevanju.
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.
Nažalost, novi kontakt koji predstavlja kazino je prestao da odgovara.
Produžavam tajmer do kraja ove nedelje, petka uveče, podsećajući predstavnika kazina van teme na slučaj.
Predstavnik kazina je obavešten da su ovo poslednji dani za odgovor i poslednja šansa da se to reši. U suprotnom, žalba će biti zatvorena kao „nerešena".
Hvala vam na strpljenju i razumevanju.
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'.
Želeli bismo da zamolimo kazino da odgovori na ovu žalbu. Produžavamo rok. Ako kazino ne odgovori u predviđenom roku, zatvorićemo žalbu kao „nerešenu", što može negativno uticati na njenu ocenu.
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.
Nažalost, pošto dugo nismo dobili nikakav dalji odgovor od kazina u vezi sa problemom, ne možemo da nastavimo sa rešavanjem ove žalbe i primorani smo da je zatvorimo kao „nerešenu", što će negativno uticati na ocenu kazina.
Uzimajući u obzir raspoložive informacije i detalje u vezi sa slučajem koje smo uspeli da prikupimo tokom komunikacije sa predstavnikom kazina, ne možemo se složiti sa konfiskacijom dobitka i smatramo da je odluka kazina nepravedna i neopravdana. Iskreno, izgleda da je kazino konfiskovao vaš dobitak jer ste uspešno iskoristili bonus i ostvarili značajne dobitke (u okviru pravila kazina) na način koji im se ne sviđa.
Postoji još jedna opcija kako možete pokušati da rešite svoj problem ili ubrzate proces - preporučujem vam da kontaktirate organ za igre na sreću kojim je kazino regulisan (Kahnawake Gaming Commission - KGC) i da direktno podnesete žalbu regulatoru. Više informacija o njihovom postupku za žalbe možete pronaći OVDE , a više o postupcima za žalbe kod regulatora uopšte OVDE .
U slučaju bilo kakvih pitanja ili vesti od regulatora, slobodno me kontaktirajte na branislav.b@casino.guru .
Voleo bih da mogu više da pomognem. Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Kazino može ponovo otvoriti ovu žalbu u bilo kom trenutku i iskreno se nadam da će kazino iskoristiti ovu opciju ili me uskoro kontaktirati.
Srdačan pozdrav,
Branislav, Kazino Guru
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
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