Help! Rizk, I won $7,500 but banned my account and no updates

[Wonderlandservicesnz]

Requested withdrawal of $7,500 resulted in instant blocked account, unable to sign in, and nobody can tell me why or give me any updates. No terms or conditions have been breached by me and I studied these very closely before depositing. I've since been told to wait for an email from them when it's fixed and they don't know what's going on or why this happened. I asked about verification they assured me no problem and gave me an email address to send it to, which I have since done however guess what, they won't answer my question if they have received it or not,they also won't advise me if this ban block will affect my withdrawal at all and basically said everything will be ok..... Days have passed and everyday I ask for an update and get the same responce. Today the operator was even cheeky enough to say to me "the more you ask the longer it will take us" I have raised a complaint (thanks to this amazing website) and see others have had the exact same issue. Waiting the 24/48 hours for it to be approved and published Other complaints it appears Rizk have finally then come to the party only after the complaint is raised, apologised and then completed the withdrawl payment.

I messaged their support team asking for a timeframe to resolve my issues and told again sorry we don't know just wait ....I then advised them I'm not happy with this and that I would lodge a complaint, they then ended the chat session and no longer reply to my emails.

The suspicious thing about this all is when I put through the withdrawal request at the time of talking on live chat to a rep she told me in her own words "she Is going to block the account ..so this is certainly not an error or system glitch and is something they have manually done on their end.

 

This is get very exhausting getting the same standard I don't know, I'm sorry, wait for an email, or no reply.

 

Can I please have some advice as to what to do !!!!

 

Tessa Collins

[ValDes]

Hi there Tessa and welcome to AskGamblers. 

 

First of all, sorry to hear about your issue with Rizk. Sincerely hope you'll manage to solve it with the help of AGCCS, our unique complaints service. 

 

Speaking of which, please keep in mind that most of the AskGamblers Team is attending a company event in Malta and it might take longer than usual to review your complaint. 

[pinnit2015]

Knowing Rizk it’s probably a SOW procedure. They, despite letting you deposit without it being done, request it at withdrawal. Probably the most over zealous casino in terms of applying it iv come across.

 

Excellent casino however their handling of the above, if that’s what it is, is ropey to say the least.

[Wonderlandservicesnz]

ValDes thank you very much for your reply and explanation of possible delay

[Wonderlandservicesnz]

Pinnit2015 thanks for your feedback on this. Yes absolutely love their casino and games !!! And their staff are polite most the time but the waiting and unable to answer my questions is driving me up the wall and the fear of being scammed and not getting my money, fingers and toes are crossed that's for sure. May I ask what SOW stands for?

[Afi4wins]

SOW stands for Source Of Wealth verification.

 

Some casinos require to have this SoW verification done and approved before any payment can be made. It's one of Anti-Money Laundering (AML) measures imposed by the new regulations, typically by UKGC, but is unfortunately not being wisely implemented by casinos.

 

SoW requires you to submit proof of your wealth (aaargh!), like proof of inheritance, proof of salary, proof of big winnings from a casino, etc.

 

Personally, I find it absolutely ridiculous when casinos require such SoW verification when any player only makes small deposits and/or withdrawals. 

[pinnit2015]

As Afi said - not just Rizk but so many differing practices when it comes to SOW. Some implement a common sense approach, some are plain barking in theirs.

 

I’m only guessing it’s that though. Good thing is that they won’t scam you. If you’ve won fairly you’ll get paid fairly. I don’t play there now on the basis of the above. But, that aside, a trustworthy joint (with that caveat)

 

FYI - they said once that, if it is SOW, they can’t pay you until you submit documents. This is not true. If you don’t want to submit documents it goes through a long process of them referring it to the equivalent of (if UK)the serious organised crime unit. Once they review you and if all OK, money is released. Obviously you wouldn’t want to go down that route and a payslip etc for the sake of 8ish k might seem like a small price to pay.

 

Prob after all this it isn’t sow :-p

[ValDes]

ValDes thank you very much for your reply and explanation of possible delay

 

Hi again, 

 

Your complaint has been reviewed and processed by the AskGamblers Complaints Team. 

 

Rizk Casino - Blocked account when trying to withdraw $7,500

 

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