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Rizk – Allowed to gamble even if self excluded with sister casino

Ruling

Found for the Casino - The player never actually requested a Self-Exclusion. An error was made that the initial closure was processed as one.

Read our Risk Casino Review.

Player's Complaint

Hello ThePogg and thank you for this service!

I have had a gambling problem for a while and closed and self excluded myself from several casinos. I usually stick to two independent casinos but I had to close them as well. Am not too familiar with these sister casinos and which ones are under the same umbrella.

I made an account with Rizk, in a trance like state I made deposit after deposit in a couple of hours and lost all of it. I then had a live chat and she closed my account permanently and sent me a link of their sister casinos and several of them looked familiar since I had several account that I closed. I told them that in a chat and they said I closed without reason not mentioning a gambling problem so it doesn't count. So I chatted with Instacasino which is another of their sister casinos and they said I self excluded more than a year ago due to a gambling problem.

I want my deposits back from Rizk because I don't think I should have been able to open an account and deposit several times considering I am self excluded from their group. Morally I don't think they should keep the money because of this and MGA which they are licenced to advocate responsible gambling. I have evidence if needed. Thank you.

Read the casino review

5 Responses

ThePOGG
Nov 27, 2017

Hi annaba - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

annaba
Nov 30, 2017

Hello how is it going? Have u heard anything?

ThePOGG
Dec 01, 2017

Hi annaba,

We have not yet heard back from the operator. I will revert to you when we do.

Thanks,

ThePOGG

annaba
Dec 04, 2017

Taking long for them to answer :/

ThePOGG
Jan 03, 2018

Hi annaba,

I've now been back and forth with the operator several times and gathered all the information I need. Unfortunately we cannot uphold your claim.

This issue relates to your account closure request on the 26th of April 2016. On this date you went onto the Live Chat at Dunder casino and as no operators were available left an offline message that read:

"Hej! Jag vill pausa mitt konto i 7 dagar. Kan ni gora det? "

translated this states:

"Hey! I want to pause my account for 7 days. Can you do that?"

This is a basic request to close your account for 7 days. While this is generally used by players who are waiting for a withdrawal and do not want to play it back, or those who have a reason to think that in the short term they may be at risk of playing too much, it does not in of itself indicate a serious problem with gambling that would require an operator to enforce a Self-Exclusion. At this point the operator responded asking you to confirm via email that you wanted to close your account for 7 days and whether or not you would like to be able to reopen your account during that period or whether they should enforce the closure.

You responded to this communication stating:

"Hej! Jag vill inte att det ska kunna oppnas

Mvh"

translated:

"Hey! I do not want it to be opened

Sincerely"

The operator has actioned this as a 7 day closure request that you cannot reopen during the 7 day period.

As the above does not request a Self-Exclusion, but rather a short term time out this closure request does not fall under Responsible Gambling policies beyond not being allowed to reopen your account for 7 days.

When implementing this the agent made a mistake that resulted in the closure being marked as a Responsible Gambling closure. This resulted in your InstaCasino account being Self-Excluded. As your communication with Dunder did not either request a Self-Exclusion or provide sufficient evidence that the operator would have been expected to take this action on their own and your communication with InstaCasino does not make any reference to gambling problems or request a Self-Exclusion the InstaCasino Self-Exclusion can be determined to have been in error.

Unfortunately this means that there was no request for a Self-Exclusion and as such there is no reason that Rizk casino would be required to have rejected your account.

Sorry we cannot be of more help,

ThePOGG

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The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.