Resolved rizk casino. bad first impression, i didnt get paid for winnings

[geordiecolin]

Don't get too excited.

Might be a Sunderland fan in disguise

Its easy to tell folk from Sunderland. Their Sunday dinner is cheesy chips

 

[cncas2123]

Its easy to tell folk from Sunderland. Their Sunday dinner is cheesy chips

And they watch Premier League football at the weekends.........

Sorry, not a Geordie or a Mackem, just couldnt resist the open door...

 

[goatwack]

And they watch Premier League football at the weekends.........

Sorry, not a Geordie or a Mackem, just couldnt resist the open door...

Below the belt.

Yet somehow admirable

 

[geordiecolin]

And they watch Premier League football at the weekends.........

Sorry, not a Geordie or a Mackem, just couldnt resist the open door...

:sob:

 

[bigrubberduck]

wow seriously why all the hate? did i do something wrong to you all?

First off, a very big thank you to captain rizk for taking the time to sort everything out.

Heres the situation, i didnt get paid for my winnings which was rightfully mine. Lucky i was paying attention at the time or else no one would have known as there was no message to indicate any error at all.

I contacted live support who told me everything checked out correctly and my balance was right. Had i taken their word for it and not proceeded any further, i would have lost my money. Yes i know its not the casino's fault and it was the actual game provider side, but more due diligence is required especially when it comes to lost winnings.

Only after i convinced live support that i was right and wasn't going to back down, did they give me an email address to voice my case.

I immediately sent of the email with screenshots and all relevant information. 3 days passed and no reply at all. no acknowledgement that they were investigating and needed more time. no communication. no nothing! (still til this day no apology or further checkup from the customer service team, not that i care, but it shows the lack of their customer service skill)

so yes my original comment about the casino customer service is a joke still stands.

The only reason i believe i got my money back is that i am fortunate enough to know about this forum and caption rizk personally attended to the matter. I feel sorry for players that dont know about this forum and have to deal with customer service though the site.

Sorry but i expected more from a casino listed as the number one place on the list.

 

[Harry_BKK]

wow seriously why all the hate? did i do something wrong to you all?

First off, a very big thank you to captain rizk for taking the time to sort everything out.

Heres the situation, i didnt get paid for my winnings which was rightfully mine. Lucky i was paying attention at the time or else no one would have known as there was no message to indicate any error at all.

I contacted live support who told me everything checked out correctly and my balance was right. Had i taken their word for it and not proceeded any further, i would have lost my money. Yes i know its not the casino's fault and it was the actual game provider side, but more due diligence is required especially when it comes to lost winnings.

Only after i convinced live support that i was right and wasn't going to back down, did they give me an email address to voice my case.

I immediately sent of the email with screenshots and all relevant information. 3 days passed and no reply at all. no acknowledgement that they were investigating and needed more time. no communication. no nothing! (still til this day no apology or further checkup from the customer service team, not that i care, but it shows the lack of their customer service skill)

so yes my original comment about the casino customer service is a joke still stands.

The only reason i believe i got my money back is that i am fortunate enough to know about this forum and caption rizk personally attended to the matter. I feel sorry for players that dont know about this forum and have to deal with customer service though the site.

Sorry but i expected more from a casino listed as the number one place on the list.

One more time Mr. Duck:

- the CM forum has a very clear complaints procedure, which you did not care to read nor follow although you claim to know this forum.
- you should have received an automatic response to your support email with a ticket ID. Did you? If yes, then you will receive an answer once support has feedback from the game provider. What would you expect, an email every day telling you that there are no news yet?
- you expect the casino CS to believe every Jack&Johnny that there has been a game malfunction. Unfortunately, there are tons of fraudulent claims hence CS wants to see some proof first. Absolutely normal, especially when it does not show clearly in their records.
- the CS email is available on their site in plain view, you could have sent your evidence any time, not just after they gave you the address.
- what other form of apology to you expect? The Captain added you a "free money" apology to your account. What more should there be, some flowers&card or similar?
- the Captain reacted in less than an hour to your OP, showing you that they do care.
- lastly, there is not hate in this forum, we are always happy to support fellow players but we will also protect accredited casinos&reps when we feel that it is needed.

In closing, Rizk is not a joke, it is a fun place to play where i get treated well and fairly!

 

[vinylweatherman]

wow seriously why all the hate? did i do something wrong to you all?

First off, a very big thank you to captain rizk for taking the time to sort everything out.

Heres the situation, i didnt get paid for my winnings which was rightfully mine. Lucky i was paying attention at the time or else no one would have known as there was no message to indicate any error at all.

I contacted live support who told me everything checked out correctly and my balance was right. Had i taken their word for it and not proceeded any further, i would have lost my money. Yes i know its not the casino's fault and it was the actual game provider side, but more due diligence is required especially when it comes to lost winnings.

Only after i convinced live support that i was right and wasn't going to back down, did they give me an email address to voice my case.

I immediately sent of the email with screenshots and all relevant information. 3 days passed and no reply at all. no acknowledgement that they were investigating and needed more time. no communication. no nothing! (still til this day no apology or further checkup from the customer service team, not that i care, but it shows the lack of their customer service skill)

so yes my original comment about the casino customer service is a joke still stands.

The only reason i believe i got my money back is that i am fortunate enough to know about this forum and caption rizk personally attended to the matter. I feel sorry for players that dont know about this forum and have to deal with customer service though the site.

Sorry but i expected more from a casino listed as the number one place on the list.

This is an ongoing problem within the industry. It should not be necessary for players to be "in the know" about non standard methods of getting an issue properly dealt with. There needs to be a proper standard of basic customer service, after all, in cases like this it's a matter of adhering to the regulations and consumer law. A business needs to have a system in place to ensure they get it right, rather than a system that does not catch things that require resolution. Whilst somewhat technical, this is a common issue for the "live casino" product in general, and the fact that the gaming logs are NOT a true account of what took place is a serious failing.

The current system is going to have created a number of failings that the player either did not notice, or where they were fobbed off by poor CS into accepting the error. These would all be breaches of their operating licence and consumer law, and one reason it's not a far more serious issue for casinos is that many instances do not lead to a formal complaint from the player.

A "technical timeout" should NOT simply record the outcome of a bet as a "loss", this is not a factual data element to place in the audit that is supposedly the final arbiter of the outcomes of all wagers. It should be recorded for what it is, a "timeout", and it should set a flag requiring a manual check to ensure that the player has not lost money as a result. At worst, it should be treated as a "malfunction", and the bet recorded as "void", in accordance with the general industry practice of "malfunction voids play". The idea of "malfunction means player lost the bet" doesn't fly, so no system should be recording malfunctions as a player loss.

Although the error lies with the live game provider, legal liability to the player lies with the casino.

 

[spintee]

There is ways to go about doing things,

But here is the trouble, people do things right, Contact CS, Send email's only for it all to fall on deaf ears, I have stated it before that there will be alot of players out there that do not know sites such as this, Look how many people come on and say there been waiting weeks for answers only for it to be sorted out in hours if not minutes once they come to such place?

Like VWM said There needs to be a proper standard of basic customer service What use is it being told every things fine when you know dam well its not? Just because they see all is fine there side does not mean it is, The amount of times I have been told BS from CS is unlivable yet they think there right, Well from there side they most likely are right or from what they can see and there the problems starts.

I know the site is outstanding and brilliant, but there should be people in the know when it comes to CS, Talking about sites in general here

 

[Deeplay]

In closing, Rizk is not a joke, it is a fun place to play where i get treated well and fairly!

agreed! Not playing at the moment but when I do again Rizk is on the list. One of those places you just know your not gonna get screwed over .... unless playing TwinSpin

 

[lotusch]

I think CS is not the issue here.
Most casino's where I play have outstanding CS reps, friendly and curtious.
Rizk is no exception to that.

Where things go wrong most of the times is when a technical error appears.
This could be while playing a game (slots, roulette, poker, BJ etc etc).
It also can happen when depositing or making a WD.
It could be error messages when playing slots.
These things require more than just a standard answer to a standard query and that is when a lot of CS reps at online casino's fall short.
Not because they are not willing to help but simply because they are not trained for this or have the necessary tools / access to certain systems required to resolve the issue or answer the query.
I have very very few bad experiences with CS reps, actually none in the last year or so.

But I did also have one or two technical related queries and those were not resolved during my contact with the initial CS rep.
However they did forward it to the relevant department and it was sorted within the next 24 hours.

That is good enough for me.

2 weeks ago a deposit via Skrill did not credit onto my Energy Casino account.
This was in the evening and the CS rep. told me right away it would not be resolved until the morning because the department that deals with those issues was closed.
The next morning I got an e-mail from the same CS rep. I spoke the evening before and informed me that my deposit was manually credited for me and apologised for any inconvenience caused.

I can fully understand not all departments are available 24/7 so for me it is not a problem if an issue might take a day or two to be resolved.

So in a nutshell, I find OPs reaction a bit OTT and a bit dramatic.

Rizk is a fantastic casino and Captain Rizk is a fantastic asset to that casino, always answering me within the shortest periods of time.

 

[spintee]

Like I said nothing wrong with the site, Excellent if you ask me,

Was the OP a bit rude in calling it a few things? Maybe so but than who decides that, If it was a dodgy casino he was playing at I am sure peoples opinions would be different,

I know things happen thats out of peoples control, But you have to take note casino's are a 24/7 operation and should be treated as such, At least have one expert working around the clock,

I watch judge judy a few times on T.V and see one cases. Some one won a JP in a casino and the owner was at home and said he would be down there the next day to pay, He was claiming the player had cheated, Judge said how would you know that from being at home, You should of got your back side down there instanly and sorted it, How does the player not know you may have done something to say its not a real JP,

Same goes to online, somebody should be there to sort problems,

 

[syrus2]

This is an ongoing problem within the industry. It should not be necessary for players to be "in the know" about non standard methods of getting an issue properly dealt with. There needs to be a proper standard of basic customer service, after all, in cases like this it's a matter of adhering to the regulations and consumer law. A business needs to have a system in place to ensure they get it right, rather than a system that does not catch things that require resolution. Whilst somewhat technical, this is a common issue for the "live casino" product in general, and the fact that the gaming logs are NOT a true account of what took place is a serious failing.

The current system is going to have created a number of failings that the player either did not notice, or where they were fobbed off by poor CS into accepting the error. These would all be breaches of their operating licence and consumer law, and one reason it's not a far more serious issue for casinos is that many instances do not lead to a formal complaint from the player.

A "technical timeout" should NOT simply record the outcome of a bet as a "loss", this is not a factual data element to place in the audit that is supposedly the final arbiter of the outcomes of all wagers. It should be recorded for what it is, a "timeout", and it should set a flag requiring a manual check to ensure that the player has not lost money as a result. At worst, it should be treated as a "malfunction", and the bet recorded as "void", in accordance with the general industry practice of "malfunction voids play". The idea of "malfunction means player lost the bet" doesn't fly, so no system should be recording malfunctions as a player loss.

Although the error lies with the live game provider, legal liability to the player lies with the casino.

+10 to this.
Casino is the one who's dealing with provider not the player.

Although , OP a bit harsh with his last post, tbh.

The problem is CS staff are dealing with 100 of players a day. a lots of attempts and in sum cases , even vlase claims to get there money back. I can imagine that they need sum time to investigate. ( aint refering to u btw, just a general comment ).

Also would be nice to try get sorted out by PM, first. Before one brings it out on a public forum. (not refering to the forum rules btw, I just consider it as a act of sportmanship).

At the end of the day, those CS staff re just as human as we are . So, they can also make sum mistakes .

 

[vinylweatherman]

+10 to this.
Casino is the one who's dealing with provider not the player.

Although , OP a bit harsh with his last post, tbh.

The problem is CS staff are dealing with 100 of players a day. a lots of attempts and in sum cases , even vlase claims to get there money back. I can imagine that they need sum time to investigate. ( aint refering to u btw, just a general comment ).

Also would be nice to try get sorted out by PM, first. Before one brings it out on a public forum. (not refering to the forum rules btw, I just consider it as a act of sportmanship).

At the end of the day, those CS staff re just as human as we are . So, they can also make sum mistakes .

This is the point of having ACCURATE server logs. If the server logs are shown to be recording false data, such as a lost bet when in fact it was a "technical timeout" that meant NO data from that game was sent to the server log, these logs no longer have the required credibility to be considered an accurate record of proceedings with which to refute false claims from dodgy players.

This seems to be a common problem with the live casino product in general, not simply at this casino, nor even this specific live game provider. If anything, this opens the casinos up to problems because they CAN'T reliably refute false claims because clever chancers can show that the casino's own logs are prone to recording technical errors falsely as "player lost" outcomes, so a dodgy player simply needs to produce enough to show that "on the balance of probabilities" they did indeed win, but a technical error caused the bet to be recorded wrongly.

I am sure this industry wide issue with live feed gaming would have been addressed far more quickly had a "technical timeout" caused the server log to record "player win".

We don't seem to have this problem when it comes to playing against the RNG, here a "technical timeout" is much more likely to be recorded as "unresolved bet".

 

[syrus2]

This is the point of having ACCURATE server logs. If the server logs are shown to be recording false data, such as a lost bet when in fact it was a "technical timeout" that meant NO data from that game was sent to the server log, these logs no longer have the required credibility to be considered an accurate record of proceedings with which to refute false claims from dodgy players.

This seems to be a common problem with the live casino product in general, not simply at this casino, nor even this specific live game provider. If anything, this opens the casinos up to problems because they CAN'T reliably refute false claims because clever chancers can show that the casino's own logs are prone to recording techniycal errors falsely as "player lost" outcomes, so a dodgy player simply needs to produce enough to show that "on the balance of probabilities" they did indeed win, but a technical error caused the bet to be recorded wrongly.

I am sure this industry wide issue with live feed gaming would have been addressed far more quickly had a "technical timeout" caused the server log to record "player win".

We don't seem to have this problem when it comes to playing against the RNG, here a "technical timeout" is much more likely to be recorded as "unresolved bet".

Not only common problem with the live casino product, but any coapration-which depends on online SERV toward his products and service.
In order to get this 100 prcnt right, we're gonna need a completely flawless system. which is unfortunately impossible to achiev at the time.
it's just like a computer software. No matter how well you protect it, Or what kind of virus scanner you use , there is always sum hacker who can find a way to beat the system an in worst case , tie you up with a virus.
I do agree with you Or anyone else who indicate this issue progress can be made in future toward online gaming and improvemnt of their system.
Of cours , in this case, we're talking about a huge operation, not to mention a bunch of cash an diep pockets ll be needed to Make that possible.
Whether online gaming industry is willing to take this necessary step ?? I hope so !!

Btw , excellent post . My compliment !!

 

[vinylweatherman]

Not only common problem with the live casino product, but any coapration-which depends on online SERV toward his products and service.
In order to get this 100 prcnt right, we're gonna need a completely flawless system. which is unfortunately impossible to achiev at the time.
it's just like a computer software. No matter how well you protect it, Or what kind of virus scanner you use , there is always sum hacker who can find a way to beat the system an in worst case , tie you up with a virus.
I do agree with you Or anyone else who indicate this issue progress can be made in future toward online gaming and improvemnt of their system.
Of cours , in this case, we're talking about a huge operation, not to mention a bunch of cash an diep pockets ll be needed to Make that possible.
Whether online gaming industry is willing to take this necessary step ?? I hope so !!

Btw , excellent post . My compliment !!

It'll never be completely flawless, but what is needed is correct error trapping, and certainly not recording an error as a valid result, as is often at the root of player complaints when it comes to the online live casino feeds. If the result of a bet isn't properly received, flag this for action, don't make up data such as "casino wins". The bet should then be resolved manually, and if this proves impossible, "malfunction voids play" is good enough when it might favour the casino (the oft complained about "stuck" bonus round for example), so it's good enough when it might favour the player too!

 

[syrus2]

It'll never be completely flawless, but what is needed is correct error trapping, and certainly not recording an error as a valid result, as is often at the root of player complaints when it comes to the online live casino feeds. If the result of a bet isn't properly received, flag this for action, don't make up data such as "casino wins". The bet should then be resolved manually, and if this proves impossible, "malfunction voids play" is good enough when it might favour the casino (the oft complained about "stuck" bonus round for example), so it's good enough when it might favour the player too!

Could'nt agree more with this post .

As for the last part ,

Thr are certainty casinos who re useing this part of t&c to interpret the outcome to their own favor and turn down the player.
which makes it in my opinion, haveing ​​a more specific and clear t&c (in words and writing) as well as A better system , important and more than necessary .

Once again a excellent post !!