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Since I met the requirements for the biweekly bonus, I was able to withdraw my winnings, but when I requested them, they canceled them without any reason. I don't know why they offer a no-deposit bonus for new players that they won't be able to transfer to the player. Now it's been more than 4 months and I still can't collect my casino winnings.

Des que cumplí con los requisitos del bono quincenal retirar mis ganancias, pero a la hora de solicitarlos me los cancelaban sin motivo alguno, no sé por que ofrecen un bono sin depósito para jugadores nuevos que no van a poder transferirle al jugador, ahora ya van más de 4 meses y aún siguen mis ganancias en casino sin poderlas cobrar

Dear adriangabrielagp,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with the withdrawal of your winnings. I would like to gather some additional details to better understand your situation and proceed with the investigation.

Could you please clarify the following points?

• Did the casino provide any explanation or reason for canceling your withdrawal?
• Was your account fully verified before you made the withdrawal request?
• Have you redeemed any other bonuses at this casino in the past, aside from the biweekly no-deposit bonus?
• Have you reached out to the casino’s support team regarding this issue? If so, what was their response?

If you have any relevant communication with the casino (emails, chat transcripts, or screenshots), please feel free to forward them to petronela.k@casino.guru as they may help us assess your case more effectively.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

These are the withdrawals I tried to make, I was not given any reason for the cancellation of my withdrawal, before I could request my withdrawal I made sure that my account was fully verified, it is the first time I redeemed a bonus, I previously contacted them but they only said that they would review it

Estos son los retiros que intenté hacer, no me dieron razón alguna por el motivo de la cancelación de mi retiro, antes de que pudiera solicitar mi retiro me asegure de que mi cuenta estubiera totalmente verificada,es la primera vez que canjeaba un bono, anteriormente me puse en contacto con ellos pero solo dijeron que lo revisarían

Hi adriangabrielagp,

• Could you kindly confirm whether the casino prompted you to make a minimal deposit in order to verify your payment method before requesting the withdrawal? This information will help us understand if there were any additional steps that may have been required in your case.

Thank you in advance for your reply.

No, the only thing they told me was that they would review my withdrawal request and that in a few minutes I would be receiving my withdrawal,

No, lo único que me dijeron es que revisarían mi solicitud de retiro y que en unos minutos más estaría recibiendo mi retiro,

Thank you very much, adriangabrielagp, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello adriangabrielagp,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Rizz Casino to join the conversation.

Dear Rizz Casino,

Could you please clarify the reasons behind the cancellation of the player's withdrawal requests?

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.

Dear adriangabrielagp,

I wanted to reach out and let you know that I've received some information from the casino team. Although they haven't yet provided a clear explanation for the delay, it seems that they are waiting for you to make a verification deposit. Since your winnings are from a no-deposit bonus, it's common practice in the industry to require a real money deposit for verification before releasing the winnings. I'm still waiting for more details from the casino team to confirm if this is indeed the case and to understand why this wasn't communicated to you sooner.

Have you made any real money deposits in Rizz casino?

Deposit? So, where does the term no-deposit bonus fit in?

Depósito? Y bueno, entonces el término bono sin depósito donde queda?

Dear adriangabrielagp,

Just so you know, a no-deposit bonus is a bonus that you don't need to make a real money deposit to receive. This bonus is primarily intended to provide the players an opportunity to try out the games without the necessity for a real money deposit right away; however, if the player wants to receive winnings from such bonuses, it is quite an industry standard that a real money deposit for verification purposes before releasing the winnings has to be done. I cannot say that this is the reason here, as I have still not received an explanation from the casino team yet, but it looks to be the most likely scenario. So, have you made any real money deposits in Rizz Casino yet?

No, I haven't done it because the casino never told me when I asked why my withdrawals had been cancelled.

No, no lo he realizado por el motivo de que el casino jamás me lo indico cuando pregunté porque me habían cancelado mis retiros

Dear adriangabrielagp,

I can agree with you that the casino support team should provide you with the needed information. But since you confirmed that you have not yet made any real money deposit to Rizz Casino yet, it looks to be the most likely scenario why the winnings have been cancelled. I've contacted the casino team again for clarification, and I hope to hear back from them soon. Could you please let me know how many no-deposit bonuses you have claimed at Rizz Casino?

Hello greetings, just one that was the welcome one, but in order to deposit I would like to be sure that I will be able to withdraw my earnings without any problem along with my deposit

Hola saludos, solo uno que era el de bienvenida, pero para poder depositar quisiera estar seguro que podré retirar sin ningún problema mis ganancias junto con mi deposito

Dear adriangabrielagp,

Sure, I understand your point. I have not received a response from the casino team yet. I have reached out to them for clarification again, and I hope to hear back from them soon.

Let's hope they don't take long, but the way I see things, this will take forever.

Esperemos que no tarden pero a como veo la situación esto llevará una eternidad

Dear adriangabrielagp,

I wish I could bring you better news, but I find myself in a position where I cannot advance your complaint any further. Despite my repeated attempts to reach out to the casino team, I have not received a response from them as to why your winnings were not disbursed to you. I’m afraid there is not much that can be achieved without cooperation from their 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. Should you feel you want to take your case further, I recommend you contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) or via their webpage Dispute Resolution - Kahnawà:ke Gaming Commission and submit a complaint to them. The Gaming Authority could have more options and tools to help players. Please let me know how they responded, should you take this route at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru