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Rizk/Revolut Withdrawal bit of screw up

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Hello Everyone, 

First of all would not like to complain as I used to work for Rizk and I know they're great! But, this is my last resort. On Thursday 25.06.20, I had made a withdrawal of 250 euros and as fast as Rizk are it was in my bank account within minute,s I received also an email advising me my withdrawal was successful. Me and my girlfriend have a joint savings account and I transferred all my money 250 euros to my joint account. 

The next morning I decided to play at Rizk again and noticed there was some money on my account 250 euros to be exact! But, I received my money the day before and transferred it, so Rizk maybe added some goodwill cash (As they do every once in a while) Or I had won something in an ongoing campaign. I mean who does question free cash on their account?!?

I had then played it down to 100 euros and withdrew 80, a few minutes later I check my bank to transfer to the savings account and see the my Revolut account is now in minus! I tried seeing what happened, and Revolut had told me that Rizk retracted the money after I had sent it to my partners account.  Their support advised I should contact Rizk as they were at fault, so I did. 

The customer support was amazing like they always are and said "That is very strange, let me talk to someone in the relevant department as the withdrawal shows as reject in our system. Do you have proof that you received and transfer the money, if so we may need it". But, the money that I played down to 100 was in-fact my withdrawal money, meaning I had lost over half. If I knew this or if Rizk had advised me my email had been rejected I would have just withdrawn it, rather than face negative balance charges!

I had then had to go back to Customer support to advise them that due to this screw up, I have now received charges for my account balance going into minus, they apologised and advised me it was being investigated. I then received an email, asking me for a bank statement showing the money was received and then transferred, which I did immediately, I was thanked and then advised it was still being investigated. I
 had stated I don't want massive compensation , I will settle for just having the funds back for me to withdraw and 27.50 to cover the bank charges.

The next day Rizk had replied, telling me that "the withdrawal had been rejected by the bank and placed in my casino account", I did not need an investigation to tell me this as a Customer service agent told me this over chat and it was concerning that I received the money.

With this, Rizk will not refund my money ( I think they did not look at the statement showing I receive the money then transferred it) and I strongly believe they had failed as I received also an email advising me my withdrawal was successful.

They had never informed me the withdrawal was rejected! I had replied explaining that this was a fault their end and I did not spend the balance on my  casino account because I have a problem I honestly assumed I had won it or something.

Please help me, I mean it is not a lot of money and I can handle a loss if I had deposited myself I would not moan, but I never knew at all. Who wakes up the next day to check if their account is in minus because they received a withdrawal and was not notified otherwise? 

 

Thank you for your time in reading this. (Documents to be provided on request)

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1 hour ago, Guyton01c said:

But, I received my money the day before and transferred it, so Rizk maybe added some goodwill cash (As they do every once in a while)

I play there regularly and this has never happend to me 😃

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@ressivv I have seen it happen to loads of players who may have won competitions, could be VIP's etc,  I worked there up until last year and was credited many players myself.

  • Like 1

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Very strange incident, i think it couldve been worth to not instantly play with the funds and figure out if something went wrong😞

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1 hour ago, Slotspinner said:

Very strange incident, i think it couldve been worth to not instantly play with the funds and figure out if something went wrong😞

EUQT97SU4AEQLnD.png.ff62789b737dbc61fc0775e23ba45d64.png

😉

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I agree, just wish had informed me of it being rejected, like they should, always was a procedure ton inform players of rejected or declined withdrawals.

😄😄

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1 hour ago, Orzabot said:

EUQT97SU4AEQLnD.png.ff62789b737dbc61fc0775e23ba45d64.png

😉

Hahaha, now imagine Cash Hunt on crazy time with the chat picking numbers..😁

  • Haha 1

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They are still investigating this and are failing to resolve the issue.

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Haha you really think they will give you'r 200 back? Let me ask you this, what if you hitted a x10.000 on you'r last 100€ would they pay you out? :elegiggle:

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