Resolved RIZK - Comically Awful Customer Support

[ChopleyIOM]

@rizkaffiliatemanager

Pragmatic Play slots don't launch for me in real money mode at Rizk, they've definitely worked in the past but at some point this has changed and I now get a 'not available in your jurisdiction' message. I can still play them fine at Unibet, and they launch for me at VS OK (not that I'd actually play them there).

Obviously it's an Isle of Man thing as I'll be hitting their site from an IOM IP and they've got a flag set wrong or something.

Since I was feeling brave/stupid (delete as appropriate), I decided to raise this with their CS via email. (The same CS who managed to turn an enquiry about a PnG slot being released with a lower RTP at Rizk into an RG issue.)

This is what I sent.

On the one hand they got back to me quite quickly, on the other hand there's something of a disconnect between my question and their response.

I'll do my best to bridge this gap with my reply but if the rep could help that'd be super.

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[JGslots]

I get that error message on Videoslots sometimes, they told me to try Incognito, and it actually worked.

Rob

 

[ChopleyIOM]

Just for completeness I tried all their suggestions before replying, none made any difference

 

[ChopleyIOM]

Well they are replying pretty quickly in fairness, we are now at the stage of me sending screenshots of the game failing to load in incognito mode

 

[ChopleyIOM]

It has now been 'escalated to the relevant team'.

I get the impression that incognito mode has fixed this for people (and JGslots said as much above), as they focussed on that a fair bit and even asked me to send a screenshot of it not working in incognito mode.

The responses have been swift enough and it does appear to have gone in the correct direction at least, so better than the last time I attempted to engage with them over Charlie Chance in Hell To Pay being released at Rizk on the 94% setting, although admittedly I just gave up on that one when they started talking about me taking a break if I felt I was having bad luck.

I'm sure it's an IP issue and the IOM has been incorrectly flagged as not having access to Pragmatic games or something, hopefully it'll get fixed at some point.

 

[hhhelllo]

Anytime I have an issue at bml, the answers are beyond stupid. I mean... this is exactly like if the person was not reading properly, not caring at all and was trying to accuse me of something that doesnt exist. This is a very special way of punching the human brain to trigger negative feelings when you consider asking for support for any reason. I am lucky to have one member of support at rizk that solves any of my issue instantly. I have to argue with many agents before reaching him everytime but better than speaking to a rock.

 

[sufferinsilence]

First line following a script, if none of those "solutions" help they have to escalate it. Sadly it's pretty standard.

 

[snorky510238]

I had issues with a couple of games there. Complained a couple of times to the rep (Seb was it/is it?). Nothing happened for ages, then logged in one day to find that I now have two versions of each game. One will load the other won’t. Very strange but I haven’t bothered playing there for a while as I don’t like the way they sneakily ask for doc’s.

They asked for wage slips for SOW so reluctantly I sent them, 2 weeks later I get “thanks for completing that, now we need you to complete (due diligence, I think it was and required bank statements).

It just felt sneaky, like if we ask for everything at once, he probably won’t bother but once we have payslips, he might be more inclined with the bank statements, type of approach.

Drew the line and haven’t bothered.

 

[CasinoNinja]

Rizk is currently doing a SOW on me now. Asked for Payslip, sent them the latest.

Now they are asking for February payslip specifically, even though I shown them transactions of my salary coming in for maybe 6 months from a Screenshot from Monzo.

They also want unfiltered transactions for the whole of February.

This is where I stop, I'm happy to provide them with my source of funds transaction, like salary income to my bank and payment to Rizk. But they have no business of my other non relevant transcations.

I replied to them I will not give them this, only filtered transaction with payment to Rizk and my Salary.

There are other casinos out there.

 

[xxxxwildingxxxx]

Rizk is currently doing a SOW on me now. Asked for Payslip, sent them the latest.

Now they are asking for February payslip specifically, even though I shown them transactions of my salary coming in for maybe 6 months from a Screenshot from Monzo.

They also want unfiltered transactions for the whole of February.

This is where I stop, I'm happy to provide them with my source of funds transaction, like salary income to my bank and payment to Rizk. But they have no business of my other non relevant transcations.

I replied to them I will not give them this, only filtered transaction with payment to Rizk and my Salary.

There are other casinos out there.

do they set a standard limit so if you dont send the docs in of SOW the will keep you at example £200 , but if you want to increase then you have to send in SOW

 

[Guntis]

The worst thing with casino verification is that if you provided 95% of your documents and then ask them to close your account,
and also ask to delete everything from their database - they refuse to do this!

Personally, I value my privacy very much and I don't like my personal data to be kept somewhere out there without me knowing what's going on and where it's being used.

They normally say that we cannot delete your data because legally we have to keep it pfff...

 

[EngrishJonny]

So being from Canada I’m used to games not working from Netent / Thunderkick /BTG and Blueprint

I have found that depending on site, and ownership , the deals they signed and who supplies their games can have an effect on what games I can play.

Eg . Can play Thunderkick. At most places except Cashmio as they use GiG games as third party.

Netent now allowed at all - but last year only became available - and some sites only updated so I could play at late as Jan this year

 

[Eliot85]

Keep it in funmod and it will give u 5000x 2 times a day ala roshi

 

[CasinoNinja]

do they set a standard limit so if you dont send the docs in of SOW the will keep you at example £200 , but if you want to increase then you have to send in SOW

They already from that set a standard limit for me, but still require documents.

 

[Mouse75]

Incidentally i have a similar problem with Pragmatics at will hill - I dont intend to play any with a nerfed RTP anyway - but if i try to load i get the same orange screen, but with the message it appears that you are not logged in. This is on all Pragmatics... but only Prags.....

Think pragmatic may have some issues - may not be Rizk at fault. Rizk CS is laughable - shame as other than that i've found the casino decent

 

[g_pearce555]

When you load it without AdBlock it should work or Uorgin?

 

[DreamRJ]

I had the same issue at pokerstars for pragmatic slots for months opening pragmatic slots. I was unable to open them in chrome browser at pokerstars, but they work fine everywhere else in chrome. So when I wanted to play pragmatic slots I had to use firefox. But I kept complaining to live chat about it and they have now fixed the issue. I can now play pragmatic slots fine at pokerstars in chrome browser

As for Rizk. I will never play their ever again because they slapped a hard limit onto my account for no reasons. I never even did SoW or anything. I just logged in one day and deposited, Opened a slot played it for a bit, then about 20 minutes later I got a pop up message saying hard limit reached. So it basically meant I could not wager any more money lol. That hard limit is reset every month. So I can not even get them to remove or change it. They are a joke of a casino anyway.

Their customer service is shockingly bad I 100% agree with that. They really are a bad casino. They used to be good but they have gone down down down hill. The wheel of rizks are a pile of crap too, Never ever had anything worthwhile on them, I was level 243 too.

 

[ChopleyIOM]

Six days later and I still haven't heard back from them, and Pragmatic Play slots still won't open for me.

I will reply to their last email and give them a prod.

 

[dunover]

I had the same issue at pokerstars for pragmatic slots for months opening pragmatic slots. I was unable to open them in chrome browser at pokerstars, but they work fine everywhere else in chrome. So when I wanted to play pragmatic slots I had to use firefox. But I kept complaining to live chat about it and they have now fixed the issue. I can now play pragmatic slots fine at pokerstars in chrome browser

As for Rizk. I will never play their ever again because they slapped a hard limit onto my account for no reasons. I never even did SoW or anything. I just logged in one day and deposited, Opened a slot played it for a bit, then about 20 minutes later I got a pop up message saying hard limit reached. So it basically meant I could not wager any more money lol. That hard limit is reset every month. So I can not even get them to remove or change it. They are a joke of a casino anyway.

Their customer service is shockingly bad I 100% agree with that. They really are a bad casino. They used to be good but they have gone down down down hill. The wheel of rizks are a pile of crap too, Never ever had anything worthwhile on them, I was level 243 too.

You mean the 'Wheel of 5-Spins' held no attraction for you? Try SkyVegas, the only casino that ever awarded me a 5p bonus. And you get 5 poxy spins or 1 win-spin on a GOOD day.

 

[thr0b]

The thing with the Sky deal is that it is free though. You don’t need to deposit, meet any particular requirements etc, and winnings are paid as cash. So while it is unlikely you’ll get enough to cash out, it is entirely free money when you do.

I find it hard to complain about a promo that is entirely free.

They do seem to have added more “bigger” prizes since bringing in the bonus round. I’d assume this might be why they removed the prize picker from Sky Bingo

 

[colinsunderland]

The thing with the Sky deal is that it is free though. You don’t need to deposit, meet any particular requirements etc, and winnings are paid as cash. So while it is unlikely you’ll get enough to cash out, it is entirely free money when you do.

I find it hard to complain about a promo that is entirely free.

They do seem to have added more “bigger” prizes since bringing in the bonus round. I’d assume this might be why they removed the prize picker from Sky Bingo

This. I won £10k once through their daily spin. Won a £1 scratchcard that I won a fiver from, kept playing, got up to about £40, moved to the £2 one, won about another £100, cashed out £100, moved onto the £5 one, won £500, cashed out £400, moved to the £10 one and got the £10000
Never played the scratchcard since lol.

 

[thr0b]

This. I won £10k once through their daily spin. Won a £1 scratchcard that I won a fiver from, kept playing, got up to about £40, moved to the £2 one, won about another £100, cashed out £100, moved onto the £5 one, won £500, cashed out £400, moved to the £10 one and got the £10000
Never played the scratchcard since lol.

some of the scratch cards aren’t too bad. Not worthy of long playing, and I don’t think anyone has ever got more than 2x on the Showcase Showdown on Price Is Right

 

[ChopleyIOM]

I've grown to think the rewards at Rizk aren't too terrible TBH, even the AMAZING WHEEL OF 5 SPINS I've made my peace with.

You get two wheels per level, a wheel and a bonus wheel, and even if you get the least valuable reward off them both of 5 free spins, that's still 10 spins at 10p. If you think about it long term, that's £1 of wagering on a slot like Starburst per level, which over time will return 96p.

Generally speaking I'd expect to get a couple of levels off a £100 deposit, so that's £2 cashback on a £100 deposit, or 2%, which I don't think is that bad.

In reality the wheels do award better prizes on a fairly regular basis, and the other offers they run are sometimes OK, for example they've got an easter egg thingy going on at the moment, where you get to open a SURPRISE EGG every day, and in today's egg I got a £10 cash award for my next level up, and like the the rest of the rewards, it's all wagering free.

Certainly as a low-roller I feel overall that the rewards for playing at Rizk are better than they were at VS before I stopping playing there due to the RTP gimpings, and Rizk do of course run all the top RTPs, which is like 'permanent cashback' compared to playing the same games at VS with their 50% extra house edge.

 

[CasinoNinja]

The wheel is also based on the amount you wager for it, if you are a low roller you will end up with 10p spins.

If you wager £5+ you will get super or megaspins instead.

 

[DreamRJ]

You mean the 'Wheel of 5-Spins' held no attraction for you? Try SkyVegas, the only casino that ever awarded me a 5p bonus. And you get 5 poxy spins or 1 win-spin on a GOOD day.

Sky Vegas used to be my number 1 casino 6 years ago until I decided to not play their anymore. My account is also not active anymore and I can not login. I did try reopen my account but as I said in the past they will only open it if I agree for them to set a 25 weekly deposit limit onto my account, which I laughed soo hard at and said no way is that even worth it and said no, just leave it then.

I do really miss Sky Vegas though. But I am happy with the casinos I play at presently anyway

 

[hhhelllo]

Mannnnnn how is this possible to be so incompetent. Deposited 13 euros at eurocasino using muchbetter. Deposit not credited. Of course even with a confirmation number, a screenshot and a bible... I am promised a quick reaponse by email.... nope.
Last time it happened at rizk it took 8 days and 50 emails.

@Betsson-Group

 

[ChopleyIOM]

They got back to me with this 'solution', which doesn't work.

I have asked for them to investigate further.

I mean, I'm literally trying to give them money here.

 

[xxxxwildingxxxx]

they know whats up with it IMO joke

 

[colinsunderland]

they know whats up with it IMO joke

Why would they want to stop someone playing the most dodgy slots available?

 

[Betsson-Group]

They got back to me with this 'solution', which doesn't work.

I have asked for them to investigate further.

I mean, I'm literally trying to give them money here.

View attachment 152752

Hi @ChopleyIOM

I am sorry to hear that you have been having issues while playing on our Pragmatic slots recently. I can confirm that Pragmatic slots should be available to most regions, and UK as an example being one of those.

I have sent you a private message here on CasinoMeister asking a few questions in order to be able to locate your account and query to look into this matter.

Kind regards,
Alex

 

[Betsson-Group]

Mannnnnn how is this possible to be so incompetent. Deposited 13 euros at eurocasino using muchbetter. Deposit not credited. Of course even with a confirmation number, a screenshot and a bible... I am promised a quick reaponse by email.... nope.
Last time it happened at rizk it took 8 days and 50 emails.

@Betsson-Group

Hi @hhhelllo

I am sorry to hear you had an issue with a deposit that was not credited.
I have sent you a private message asking for some additional details in order to look into this query for you.

Kind regards,
Alex

 

[ChopleyIOM]

Hi @ChopleyIOM

I am sorry to hear that you have been having issues while playing on our Pragmatic slots recently. I can confirm that Pragmatic slots should be available to most regions, and UK as an example being one of those.

I have sent you a private message here on CasinoMeister asking a few questions in order to be able to locate your account and query to look into this matter.

Kind regards,
Alex

Thanks for that Alex, I have replied to your PM

 

[ChopleyIOM]

I've grown to think the rewards at Rizk aren't too terrible TBH, even the AMAZING WHEEL OF 5 SPINS I've made my peace with.

You get two wheels per level, a wheel and a bonus wheel, and even if you get the least valuable reward off them both of 5 free spins, that's still 10 spins at 10p. If you think about it long term, that's £1 of wagering on a slot like Starburst per level, which over time will return 96p.

Generally speaking I'd expect to get a couple of levels off a £100 deposit, so that's £2 cashback on a £100 deposit, or 2%, which I don't think is that bad.

In reality the wheels do award better prizes on a fairly regular basis, and the other offers they run are sometimes OK, for example they've got an easter egg thingy going on at the moment, where you get to open a SURPRISE EGG every day, and in today's egg I got a £10 cash award for my next level up, and like the the rest of the rewards, it's all wagering free.

Certainly as a low-roller I feel overall that the rewards for playing at Rizk are better than they were at VS before I stopping playing there due to the RTP gimpings, and Rizk do of course run all the top RTPs, which is like 'permanent cashback' compared to playing the same games at VS with their 50% extra house edge.

Yesterday's egg was pretty good, £10 cash on next level up.

Today's egg is...... not so good

 

[xxxxwildingxxxx]

Why would they want to stop someone playing the most dodgy slots available?

i think they can fix it and know what's up with it I've had it before where the game doesn't load, i think if the casino really wanted to sort the problem out they could, because they know whats up with it. you referring to the provider being dodgy is completely separate and has nothing to do with what i was saying

 

[CasinoNinja]

Yesterday's egg was pretty good, £10 cash on next level up.

Today's egg is...... not so good

View attachment 152756

At least your gettings eggs, I thought this would be promotion for UK as well, looks like only isle of man.. I dont have anyway.

 

[colinsunderland]

i think they can fix it and know what's up with it I've had it before where the game doesn't load, i think if the casino really wanted to sort the problem out they could, because they know whats up with it. you referring to the provider being dodgy is completely separate and has nothing to do with what i was saying

Well why wouldn't they fix it though, thats my point? Are you on the IOM? If not I doubt you've had this issue where the customer is covered by more than one gaming license, which is likely to be the problem.
I'll bet it's something to do with an account setting saying UK and Pragmatic picking the IP up as MGA, or an account setting from GIG not being transferred over properly to Betsson or something alone those lines.

 

[thr0b]

Nor me.

UKGC players are the poor relations

 

[CasinoNinja]

@Betsson-Group Any chance of showing the love to UK players to be part of this Easter Promo too?..

 

[hhhelllo]

Hi @hhhelllo

I am sorry to hear you had an issue with a deposit that was not credited.
I have sent you a private message asking for some additional details in order to look into this query for you.

Kind regards,
Alex

Thx

 

[ChopleyIOM]

This issue has now been resolved and I can play Pragmatic Play slots at Rizk in real money mode, I'm not entirely sure what the issue was, but it's been fixed.

My thanks to the rep, Alex, for his intervention, I'm not entirely when/if it would have been fixed without his help.

 

[X-Raided]

This issue has now been resolved and I can play Pragmatic Play slots at Rizk in real money mode, I'm not entirely sure what the issue was, but it's been fixed.

My thanks to the rep, Alex, for his intervention, I'm not entirely when/if it would have been fixed without his help.

Congrats Chopley! Hopefully we'll get a nice video of some Pragmatic play!

 

[ChopleyIOM]

Yes I'll take a look at their new games next time I do an online slots session video

I really quite like Pragmatic's games, nice graphical style and they generally have decent music too, plus as long as you find the top RTP versions (which Rizk run) you're generally looking at 96.5% RTP (or a smidge over) which is pretty decent.

I guess their slots might seem a bit 'basic' or 'old fashioned' for some people's tastes but that's a plus in my book, can't be doing with slots that are like watching a fireworks display every time you get a win of 3.8x stake across three million megaways.

 

[incrediblestuff]

Yes I'll take a look at their new games next time I do an online slots session video

I really quite like Pragmatic's games, nice graphical style and they generally have decent music too, plus as long as you find the top RTP versions (which Rizk run) you're generally looking at 96.5% RTP (or a smidge over) which is pretty decent.

I guess their slots might seem a bit 'basic' or 'old fashioned' for some people's tastes but that's a plus in my book, can't be doing with slots that are like watching a fireworks display every time you get a win of 3.8x stake across three million megaways.

I have a feeling you will retract that statement soon

 

[thr0b]

Yes I'll take a look at their new games next time I do an online slots session video

I really quite like Pragmatic's games, nice graphical style and they generally have decent music too, plus as long as you find the top RTP versions (which Rizk run) you're generally looking at 96.5% RTP (or a smidge over) which is pretty decent.

I guess their slots might seem a bit 'basic' or 'old fashioned' for some people's tastes but that's a plus in my book, can't be doing with slots that are like watching a fireworks display every time you get a win of 3.8x stake across three million megaways.

I like that they have the "increase the costs of your spins by x% to increase the chance of getting the bonus" setting; not strictly a bonus buy, and possibly skirting the rules a bit. But I think it's a sensible compromise.