Rizz Casino - プレイヤーの賞金は没収されました。

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.