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Rizk – Cashout issues

Ruling

Found for the Casino - While we understand the player's frustration, there is no obligation for Rizk to offer a cashout on this bet and if the cashout was not accepted it is not valid.

Read our Rizk Casino Review.

Player's Complaint

I had bettet on 7 games. 1 of 7 had gone in. 5 of the others where leading and it looked like it was going to go in. The last game was juventus at home wich was a big favourite. Start time of that game was 20.45. When it was 20 minutes left of the other 5 games, it looked like they where going to go in and the amount i could win was 70.000 NOK. and rizk.com offered me 14.000 in cashout. I pressed the button and it showed an error. I thought they maybe had withdrawn the cashout. So i refreshed the page and the offer was still there. I pressed cashout, an error occured. I tried contacting customer support and they told me that they didnt offer me cashout. I went back to the page and the cashout was now 13.000 NOk, i pressed cashout and an error occured again. This happened each time i tried. The cashout button didnt dissapear as it truly looked like the games where going in, and this would be a grest deal for rizk.com. All the way to 10.000 nok i tried as the minutes where going and it didnt work. It is not that the cashout button dissapeared, but the rizk.com system didnt pay out. The customer service are saying that they didnt offer vashout, but i have screenshots that show it.

Its only possible to uploaf one picture here but i have 6 to show this.

The betslip ID is : Betslip Ref - 59cadf12-7c4a-4444-956a-637b9fa38a5f

Read the casino review

1 Response

ThePOGG
Nov 11, 2019

Hi tango89 - welcome to ThePOGG.com!

As we are the ADR for the MT SecureTrade Limited license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to help you in this situation. While I appreciate you may have been frustrated by this issue there is no obligation on the part of the operator to offer this option. In the same way that if the system does not accept your bet before the event begin the operator would not be obligated to accept the bet after the fact - having advertised the odds does not make the operator beholden to accept any particular bet at those odds - if the system has not accepted your 'cashout' request is not something that you can contest after the fact that. This is an additional option and is only valid where it has been accepted and confirmed in the same manner as a bet.

Beyond this, as you point out, if your bet had won you would not have gone back to the operator to return the 57k NOK because you really wanted to cashout. What you are looking for here is us to enforce a ruling where if you won you kept the winnings and if you lost you would look to be paid the cashout value. Effectively a win/win scenario for yourself.

Sorry we cannot be of more help!

ThePOGG

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Agreement

tango89 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Rizk
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • MT SecureTrade Limited

November 11, 2019