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Rizk – Self exclusion

Ruling

Found for the Casino - This player was explicitly asked about the reasons for closing their account and did not give any indications of a gambling problem.

Read our Rizk Casino Review.

Player's Complaint

Hi On the 25th October I contacted Rizk to confirm self-exclusion. I chatted via live chat with [EDIT]. After asking for the date [EDIT] asked me if I was ok with my gambling issues or something along those lines. I replied yeah as I did not want to go into the full facts of my query. I then asked her why she had asked me that. She replied because that's why I requested self exclusion. I then realised that it should have triggered all acounts blocked an been unable to open any others with MTTrade secure trade Ltd group. I asked for copy of chat an date of exclusion. I had to chase them up Monday 29th what I got back was chat with missing information an also a chat that said I closed due to lack of rewards?? When asking why there is information missing that anyone can see is..I've been told they can't remove information. Well it has. I can understand it would trigger refunds under the exclusion terms. I just need help before taking the long route of UK gambling commission

Read the casino review

3 Responses

ThePOGG
Oct 29, 2018

Hi tracy6410 - welcome to ThePOGG.com!

Before we proceed with your complaint I need to make you aware that you would need to be able to demonstrate that the chat records had been changed before we could do anything to help you. We will request that the operator provides the relevant chat records, but if you are claiming something has been removed we would need evidence to support this claim before we could do anything about it.

I'll let you know what the chat records show.

Thanks,

ThePOGG

tracy6410
Oct 29, 2018

Hi

Thank you for your response. I will send you the chat via email. To be honset any eye can see information is missing but I await your next response

[EDIT]

ThePOGG
Nov 08, 2018

Hi tracy6410,

I've reviewed the transcript you sent over and also requested the same chat records from the operator. I'm afraid to say that I cannot see any indications that information is missing. In fact the conversation is entirely normal for a Live Chat conversation and the explicit reason you gave when asked why you were closing your account on the 27/6/2017 was "lack of rewards".

I'm sorry, but without clear evidence to demonstrate that information has been removed this is a case where it's your word against their's and we cannot agree that there is any clearly missing information.

Thanks,

ThePOGG

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Agreement

tracy6410 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

October 29, 2018