Your Input Please Rizk Casino answers submitted players' questions here!!

I’ve got a question - how much info is on the customer service console readily available about the player I.e total deposits/withdrawals, amount of comps\bonuses, log in amounts and durations, average spend etc.

The vast majority of this info should be available to customer service so that they can answer customer queries as promptly and accurately as possible
 
Rizk Casino is an award winning Accredited Casino here at Casinomeister
Q. What factors go into deciding when to stop offering certain individuals bonuses (deposit based rather than gratis)

I would place a very educated guess it is nothing to do with bonus to deposit ratio and rather based on lifetime profit/loss as I seem to be BB'ed pretty much everywhere.

More than happy to be told otherwise please????

Q. Despite the UK tax on bonuses and (OTT IMO) explosion in RG regulations, regardless of the question above, why are we seeing virtually no offers these days as opposed to 12-18 months ago when I had multiple options of where to "throw" that days deposit?

Q. Regarding SoW, low rollers who deposit £25 here and there (and that pattern has never changed) how likely in the future are they to be asked for SoW? (IE: Me lol!)

Many thanks

Jon

Hey Jon, lifetime profit/loss shouldnt come into it although it might at some places. Casino's lose money (overall) on the vast majority of bonuses and therefore if a player only ever deposits when he/she has a bonus then i would suggest that they are more likely to not be offered bonuses in the future.

Regarding UK bonuses, i am not sure however one explanation can be that operators are finding it so very difficult to do all but the most basic of bonuses and still comply with the new regulations that, rather than risk getting it wrong they might be choosing not to do this until they have their house in order.

SoW, at its most basic level is a mix of KYC and a requirement to ensure that players are playing within their financial limits. KYC has always covered the requirement to prove ID and an up to date address so that we can prove who a person i s and where they live and that they prove their deposit methods. SoW questionnaire and when that happens is at the discretion of the Operator right now ( up to a point) but there is talk that this will be done before being allowed to deposit in future - if that happens then everyone that wants to play will need to fill out this questionnaire.
 
Hey Jon, lifetime profit/loss shouldnt come into it although it might at some places. Casino's lose money (overall) on the vast majority of bonuses and therefore if a player only ever deposits when he/she has a bonus then i would suggest that they are more likely to not be offered bonuses in the future.

Regarding UK bonuses, i am not sure however one explanation can be that operators are finding it so very difficult to do all but the most basic of bonuses and still comply with the new regulations that, rather than risk getting it wrong they might be choosing not to do this until they have their house in order.

SoW, at its most basic level is a mix of KYC and a requirement to ensure that players are playing within their financial limits. KYC has always covered the requirement to prove ID and an up to date address so that we can prove who a person i s and where they live and that they prove their deposit methods. SoW questionnaire and when that happens is at the discretion of the Operator right now ( up to a point) but there is talk that this will be done before being allowed to deposit in future - if that happens then everyone that wants to play will need to fill out this questionnaire.

No derail intended

Hi so in regards to SOW please advise me to where the UK law requires you to ask for this ? Because i questioned your casino about this & never got any reply to it. Including my account being blocked from questioning your casino. I thought this would not be required unless your freshold would be over 50k or something. Clearly mt secure is handling all SOW requests under one roof which I would think means your casino is sharing personal data on players ? Under mtsecure sites.

I'm not just picking you or your casino out or trying to mislead the way it's been handled But no response at all.

Guts was very cheeky I did a deposit
Tried to log back in account locked.
Again not good after asking what the hecks going on I was informed that I was requested to fill out SOW form .the only casino who has requested it .is yours)
Your casino had my reply without the courtesy of emailing me back.

Hope you can shed some light on it.
 
No derail intended

Hi so in regards to SOW please advise me to where the UK law requires you to ask for this ? Because i questioned your casino about this & never got any reply to it. Including my account being blocked from questioning your casino. I thought this would not be required unless your freshold would be over 50k or something. Clearly mt secure is handling all SOW requests under one roof which I would think means your casino is sharing personal data on players ? Under mtsecure sites.

I'm not just picking you or your casino out or trying to mislead the way it's been handled But no response at all.

Guts was very cheeky I did a deposit
Tried to log back in account locked.
Again not good after asking what the hecks going on I was informed that I was requested to fill out SOW form .the only casino who has requested it .is yours)
Your casino had my reply without the courtesy of emailing me back.

Hope you can shed some light on it.
Hi aceking, can you pm me and remind me of your email address so that I can check the detail
 
What is the one deciding factor that signals to you, as a casino operator, a problem gambler? What is the red line?

There have been issues with some regular posters on this forum with other casinos where they have been labelled problem gamblers by the casino and have found their accounts locked. Or received an email that they might have a problem. And for reasons that do not warrant them doing so.

How do you decide? Is it the manager’s job? Customer service? What do you look at?
How do you distinguish A regular gambler and a problem gambler?

This is a very difficult question and there is not one single facet that gives us a red line. However having said that we do track out of the normal behaviours, by that i mean that if a player has been depositing €100 once a week over the last 3 months and then starts to deposit €200 every other day and that escalates then we would intervene to check with the player if everything is OK and that they are still enjoying playing and that we have limits if they feel the need to use them etc.

other behavior that is harder to track is things such as abusive behavior in chat, asking for more and more bonuses etc etc. in short it is a very difficult thing to do accurately and it is a very difficult subject to broach with a customer but we have a responsibility to do so.

The intervention is decided by a central team that have huge experience in interpreting potential problem gaming behaviour and the Casino management, rightly, should not have any influence over this.
 
And as an extra, is the process automated, if so, how much, completely or flagged to a senior member of staff to look at?

Automation is becoming more and more common and the tools available to do so are becoming more sophisticated. we will continue to invest in this technology as more improvements are made
 
How much do you need to wager to level up and get a spin on the wheel?
What must your average size bet be to receive megaspins on the wheel instead of 5 freespins (we know it changes if you bet more) ?

For Rizk races do you play through them before they go live, as for example your Push Gaming week this week, alot of them you can't even complete the 400 spins before the time run out (they dont have a quickspin function either), same goes for Big Bad Wolf as if you get a few bonus rounds you run out of time, even if you are quickspinning.

How does your loyalty team work? I was quoted I had received my 10% bonus, when I was on a bad run (lost nearly 2k in 4 days), but they for some reason said my racewinnings and wheel spins were included in these 10%. So not really Loyalty.
Would be interesting to know if you have different kinds of "tiers" in your loyalty profiles.

How much of the cake does a casino provider take from a losing player? Do you have to pay the provider if the player wins too?

Whats the highest level someone has reached so far on Rizk levels?

Hey Casinoninja, leveling up is not dependent on how much you wager but each level is measured by the number of spins, the prizes are calculated independently for each level and the behaviour on that level and that level alone.

Yes we normally play through the races before we push them live and yes you are correct that a couple of the Push Gaming games were miscalculated. I will take Big bad Wolf on board as i thought that one was ok. It can be a difficult balance because of course we want the race to continue as close to the time of the race itself which keeps the leaderboard moving and it keeps it exciting rather than everyone having finished after 15 minutes.

Yes we have to pay each and every provider depending on the gross amount of revenue generated by their games - it is over the entire player base per month so there will always be winners and losers but whatever the balance of those is, that is what we are charged upon.

Levels are limitless at Rizk but the last time i checked there were players that are well into the 1000's
 
1 Do the bet size matter for level up?

2 If the bet size matter for level up faster with higher rate of % how much does it change with higher bets?
Lets say im betting 0.2£ for one level up.
Then for the next level up im betting 2£ does that make any difference?

3 This Jackpot in "Wheel of Rizk" What are the odds/chance for winning that? And how much is the Jackpot prize? Couldn't find info about it

Apologize if some of my questions already been asked, just did a quick read through and hope i didn't miss to read that.

1) Bet Size generally does not make any difference to the speed of level up - at the very lowest level of betting it does take a little longer.

2) if you bet €0.40 or €2.00 you level up at the same speed

3) There are 3 different jackpots. I think the €500 JP is added to the Wheel after you reach level 10, a €1000 JP at level 25 and a €2000 JP at lvl 50 (if memory serves correctly). The chances of winning these are small however - as i proved to ternur when he was in the office we have given away 933 Jackpots - approximately 1 a day
 
Hey, I have a couple of questions!

In the UK, I think the UKGC dictates our deposited funds must be kept separate from the casino's money, right? So, if I deposit £10, that £10 sits in an account whilst I play is that correct? If so, how long does it stay ringfenced for? And how does that initial deposit get dealt with once a win or loss occurs?

Second question; how does a casino deal with withdrawals? What i mean - is there one big bank account filled with XXX amount of money, and all withdrawals come from that? Reason I ask is it seems quite risky just having so much money in one place, and I'm wondering if the reason why withdrawals sometimes take a while is because money has to be approved to come from other accounts, before being sent to the player etc. Hope that makes sense, it barely did typing it lol.

Last question - Presumably you have a process you follow if you notice a slot has been paying far higher than it's stated RTP, over a time period. (I.e. if it's paying too much) - does this work the other way too? Have you ever removed a game for showing an RTP far lower than expected?

Thank you!
 
Automation is becoming more and more common and the tools available to do so are becoming more sophisticated. we will continue to invest in this technology as more improvements are made

I don't understand how you can automate a money laundering SOW. The guidelines are very clear in that they should only be requested when a customer is a high risk of being involved in criminal behavior. Also, the information should only be used for AML, nothing else. When you get this information do you keep it completely separate from the customers account details, or can the team dealing with KYC (or anything else) see it?

Thanks for the replies
 
This is a very difficult question and there is not one single facet that gives us a red line. However having said that we do track out of the normal behaviours, by that i mean that if a player has been depositing €100 once a week over the last 3 months and then starts to deposit €200 every other day and that escalates then we would intervene to check with the player if everything is OK and that they are still enjoying playing and that we have limits if they feel the need to use them etc.

other behavior that is harder to track is things such as abusive behavior in chat, asking for more and more bonuses etc etc. in short it is a very difficult thing to do accurately and it is a very difficult subject to broach with a customer but we have a responsibility to do so.

The intervention is decided by a central team that have huge experience in interpreting potential problem gaming behaviour and the Casino management, rightly, should not have any influence over this.

So it’s not one incident alone...
 
Here's a little summary (in 2 parts) of my wonderful day @Rizk/GIG in Malta.

As Captain Rizk has already answered many questions asked in this thread, I'd like to give my personal input from a player's side of things.

First of all, I was pleasantly surprised by the fact that I was presented with a load of information behind the doors. Anything I asked, I was given a genuine answer, truly in spirit of no bullshit like the Rizk slogan says. I believe they really are and want to be as transparent as is possible.

I'll try to go through some of the main points we discussed in a way that is both informative and respective of proprietary information.

The day started @GIG Beach after we managed to have some coffee from GIG's barista at the lounge (the coffee is served how he wants to serve it, not how you want it :D).

Compliance Matters

First thing was a meeting with the Head of Compliance of GIG. We discussed on a general level mainly about anti-money laundering, responsible gambling and data protection and how these transform into specific actions from the company side. The pressure from recent and upcoming legislative/regulatory changes have caused a lot of work in the back office.

The AML/RG and DP issues seem to have a top priority at the moment. So much so, that Rizk for example has had to delay some their own changes and developments because of the importance and time frame associated with the compliance matters. For example, the General Data Protection Regulation (GDPR) has a definitive date (25th of May) when every company effected by it needs to be compliant. The max fines for failure to meet the compliance are not small, up to 4% of annual turnover or 20 MEUR (which ever is greater). Both AML/RG and DP have a similar, risk based approach to compliance. The companies need to prove they are compliant.

I also learned, like Captain Rizk mentioned, that the UKGC has been and seems to be very strict with their guidance. In respect to AML/RG for example, the UKGC issues information and guidelines, but many times these have more weight behind them than them being just mere guidelines. With either an express or implied effect on the validity of the gaming licence attached to them. So the companies have little or no possibilities to exercise discretion on some of the matters. Malta is probably heading this way too, the MGA recently setup a
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and Malta published their first
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.

The relation between AML/RG and DP on the face of it is not a conflicting one. But there are questions that are not as clear cut as they seem. Issues like data portability, data retention and the principle of proportionality come to mind. I'm sure we will see in the upcoming months some overreactions in these issues and most certainly some smaller operators failing miserably in their compliance.

Like in many other areas, the UKGC has once again issued a guidance regarding AML/RG responsibilities and how the licensees should
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.

We briefly touched the subject of SoW requests as well. Naturally, I was not shown specific information about the triggers on their system. It's totally understandable since this is proprietary information and could be used for all kinds of shenanigans if the information would be openly available. Much of this information can be obtained from public documents anyway, so everyone interested is able to do their research on the subject. One thing became very clear: The casinos don't like to do these since it's very intrusive. But it's a necessary evil we as players need to live with these days. No casino will put their license in risk in this regard. The way these are done, will separate the good ones from the bad ones. I believe transparent reasoning with the players is the key here.

These are big issues in general and it was not possible to go over them in detail in a meeting lasting a few hours. Overall, I was left with the impression that GIG is very well prepared in these matters. And players' data is in good hands.
 
@Rizk

After the meeting in GIG, me moved to the Rizk office. On the way up we briefly visited other casinos having their offices in the same building: Guts, High Roller and the rest of the GIG group of casinos. Rizk have their office on the top floor, with a nice view of Manoel Island and Valletta over the bay.

Captain Rizk was a really nice person and very transparent in showing the numbers and facts of the casino. Some of the information I was shown was the size of the player database, the profit margin of the operation, how much everything costs, how promotions are run and especially how they perform financially. This part of the day was very very interesting. I personally have always had a belief that casinos rake in a lot of money and offering match bonuses is for the most part a winning formula for a casino because of the wagering attached to them. Well, I have been totally misinformed until now. When presented with the facts and figures, and most of all, the sheer loss from the 100-200% reload bonuses, I'm amazed these are ever available! The loss of money is stunning.

We also briefly discussed about the Wheel of Rizk and how much of those bigger prizes are paid out. Like Captain Rizk mentioned earlier in this thread, these are paid out quite regularly while it's understandable that they are harder to hit than lower value prizes. We also discussed about the fact that Rizk doesn't really advertise how often those bigger prizes are hit. They probably should though.

I believe Harry was asking about the data being sent to the provider with every spin on a slot. Not much to my understanding, in fact Captain Rizk showed me exactly what is being sent. Basically it's a minimum amount of data in order to get the slot to work on your screen. Actually the game providers don't want any extra information (maybe woes over the looming GDPR?), so they don't need to worry about DP issues. The bottom line is: a player is not directly identifiable from this information from the game provider's side.

The RTP machine was well hidden, I didn't find it in the Rizk office or @GIG beach. :)

At the end of the business day Captain Rizk shared some of their upcoming, exciting plans. But this is something I'm not able to discuss openly here!

To wrap things up, Rizk treated us to a very nice dinner
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in the evening. I love Thai food and the food was great. I had pad kra pao and wanted it very spicy -- it was spicy, but could have been a little spicier. :D

Naturally the evening ended via Portomaso casino to Paceville to Casino Malta. Book of Ra and Montezuma treated me well, and Raping Rhino just lived up to its name.

What a great trip and such a nice time. I will visit Malta again for sure. Thanks again Captain Rizk! :thumbsup:

My try of a panorama picture from the Rizk office terrace:

rizk_panorama.jpg

More pics to follow (if you can call pictures taken with a phone pictures...)
 
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Hey, I have a couple of questions!

In the UK, I think the UKGC dictates our deposited funds must be kept separate from the casino's money, right? So, if I deposit £10, that £10 sits in an account whilst I play is that correct? If so, how long does it stay ringfenced for? And how does that initial deposit get dealt with once a win or loss occurs?

Second question; how does a casino deal with withdrawals? What i mean - is there one big bank account filled with XXX amount of money, and all withdrawals come from that? Reason I ask is it seems quite risky just having so much money in one place, and I'm wondering if the reason why withdrawals sometimes take a while is because money has to be approved to come from other accounts, before being sent to the player etc. Hope that makes sense, it barely did typing it lol.

Last question - Presumably you have a process you follow if you notice a slot has been paying far higher than it's stated RTP, over a time period. (I.e. if it's paying too much) - does this work the other way too? Have you ever removed a game for showing an RTP far lower than expected?

Thank you!

Hi, it doesnt quite work like that because it isnt physical money and deposits and withdrawals happen all the time - we have to prove that our customer accounts bank account has at least the same amount of money in it that we have in customers wallets at any given time to ensure that all customer balances can be paid should anything happen to the company.

Withdrawals are handled by multiple different accounts dependent upon the withdrawal method chosen by the player - therefore for each different payment provider there needs to be an amount that should cover the foreseeable and realistic withdrawals that we can encounter. Obviously if we get a very big winner that wants to be paid on Skrill then this might mean that we then have to upload more funds to the account to cover this which will introduce a delay in the withdrawal being processed. So yes, you are correct that this can be one reason for a delay in processing withdrawals.

Yes the same process is followed for whether a slot is losing a lot of money or winning a lot of money - however this also has to be over a considerable time period and then we can flag anything out of the ordinary for the provider to investigate. Personally, i have never been involved in finding a game that is either overpaying or underpaying where there is a fundamental issue so i cant comment further. Where issues have been found - such as with Frankenstein - we just get a message from the game provider telling us that there is a problem and that it should be removed asap.
 
Hi, it doesnt quite work like that because it isnt physical money and deposits and withdrawals happen all the time - we have to prove that our customer accounts bank account has at least the same amount of money in it that we have in customers wallets at any given time to ensure that all customer balances can be paid should anything happen to the company.

Hi,

Thanks for all the answers. :thumbsup:
About fund protection, I found this.
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Can you elaborate a bit more about the levels of protection, what you offer and what it means (in simple words) for the player?
 
Quick question, which isn't SOW related for a change from me :D
How come Bonanza has that annoying delay on a losing cascade? You aren't the only casino it happens on, but there are plenty it doesn't. BTG says its down to the casino, a couple of other reps have said its BTG.
 
Quick question, which isn't SOW related for a change from me :D
How come Bonanza has that annoying delay on a losing cascade? You aren't the only casino it happens on, but there are plenty it doesn't. BTG says its down to the casino, a couple of other reps have said its BTG.
I may well be completely wrong here lol, but I THINK I remember reading it depends whether the game is from BTG themselves, or through NYX who also offer most of their games. Don't quote me on that though lol
 
Thanks Ternur (and Cpt. Rizk ofc.) for that very detailed and informative summary of your visit! Was read with great pleasure on my behalf, and i had to chuckle a few times, especially the 'quirky' Barista, serving coffee as he felt it should be served, or whatever that specific days whim found his preference, made me envision a fun work-environment!

Also, like yourself, quite surprised about the fact that - at least at GIG - the Bonuses are so much of a cost-factor. Of course i would love to have the numbers on my desk as well, so i don't have to guess, or estimate, but it's still very informative:)

Congrats again on the amazing prize! And thanks @ Rizk & Co. for making it happen!
:cheers:
 
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Wow - what an amazing trip. I am technically on the road and won't be back for a week, but there is a great deal of pertinent information that is really useful. Thank you again Rizk and all the people that made this possible at GiG. :thumbsup:
 
@Rizk
We also briefly discussed about the Wheel of Rizk and how much of those bigger prizes are paid out. Like Captain Rizk mentioned earlier in this thread, these are paid out quite regularly while it's understandable that they are harder to hit than lower value prizes. We also discussed about the fact that Rizk doesn't really advertise how often those bigger prizes are hit. They probably should though.

My first Jackpot hit on the WoR :)

Capture 1221 (1024x445).jpg Capture 1222.PNG
 
Hi,

Thanks for all the answers. :thumbsup:
About fund protection, I found this.
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Can you elaborate a bit more about the levels of protection, what you offer and what it means (in simple words) for the player?

Ours, like most others, is at basic level. What this means is that we have give and show the licencing authorities the bank account that is ring fenced for player funds and we then have to prove to them at regular intervals what the balance of player wallets is (this is a standard function of the platform that is required as part of the regs) and then show that the funds in the account are at least to the same value if not higher.
 
Thanks Ternur (and Cpt. Rizk ofc.) for that very detailed and informative summary of your visit! Was read with great pleasure on my behalf, and i had to chuckle a few times, especially the 'quirky' Barista, serving coffee as he felt it should be served, or whatever that specific days whim found his preference, made me envision a fun work-environment!

Also, like yourself, quite surprised about the fact that - at least at GIG - the Bonuses are so much of a cost-factor. Of course i would love to have the numbers on my desk as well, so i don't have to guess, or estimate, but it's still very informative:)

Congrats again on the amazing prize! And thanks @ Rizk & Co. for making it happen!
:cheers:


Ternur to Barista - can i have some sugar please?
Barista to ternur (with a look of agony on his face) - please just try it without before poisoning it

GiG Employee to Barista while in the queue - Is there a machine nearby i can use?
Barista to Employee - please do not use that, it offends my soul.....

Quality guy but never ask for just an Americano.....
 

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