Ritzo Casino - Player’s account closure is delayed.

Hallo ich habe bei diesen casino 2000 euro eingezahlt seit dem ich gesagt habe ich will mein geld zurück und selbstauschuss haben will per email habe reagieren reagierendie nicht auf meine emails bitte um hilfe das ich mein konto schliessen kann und mein geld zurück erhalte da ich ein spielprobem habe

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you requested to be self-excluded from this casino? Was this before you made your deposits and experienced losses, or only after your balance reached zero due to your gambling activity?
• Kindly forward me the email containing your account closure request that you sent to the casino at veronika.f@casino.guru. Please also include the casino's response and any subsequent communication regarding this matter.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hallo nach ich die einzahlung getätigt habe und alles verloren habe haben sie mein konto wo ich mit anwalt gedroht habe mein konto gleich geschlossen seit den habe ich nichts gehört auf meine email geben sie mir keine antwort wegen den selbstauschuss und rückerstattung mein eingezahltes geld

Bitte um korrektur habe das vergessen zu zu sagen das ich den selbstauschuss beantragt habe bei 1000euro verlust

Hallo ich habe erst 1000 euro 2025 eingezahlt dan den ersten selbstauschuss beantragt hat das casino nicht reagiert

dan habe noch weitere 1000 einzahlen können dann haben sie erst mein konto wo mein konto auf null war geschlossen wo ich mit anwälte gedroht seit dem habe ich nichts gehört von dem casino

auf meine emails reagieren sie nicht die letze war was ich weiter geleitet habe von den selbstauschuss

Thank you for your replies and for providing the email containing your self-exclusion request.

Unfortunately, since you informed the casino about your gambling addiction only after you had already lost your balance through regular gameplay, we are unable to assist you with a refund request. Please note that we would only be able to request a refund of lost deposits if the casino had been informed about your gambling-related problems beforehand and still allowed you to continue depositing and gambling despite being aware of your situation and your request for account closure.

At this stage, we can only assist with ensuring that your account is self-excluded and that no further losses can occur at this platform.

• I have received your self-exclusion request sent to Ritzo Casino on 19 June. Have you received any response from the casino in the meantime? If so, please forward it to me as well and let me know whether your account has been closed.

Nein habe ich nicht keine reaktion

Habe keine antwort erhalten

Dear Diana24

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Diana24,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Ritzo Casino to join this conversation and assist in addressing the complaint.

Dear Ritzo Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Player and Casino Guru,

Thank you for sharing your concerns. We understand that this situation has been frustrating, and we appreciate the opportunity to carefully review the history of your account.

After conducting a thorough investigation of your account, including your communication history and account activity, we would like to clarify the following:

• We found no record of any request to close your account made via live chat or email prior to the account being closed by our team.
• We also found no indication that you mentioned gambling addiction, requested self-exclusion, or displayed signs of problem gambling in your communications with our support team. The only live chat interaction that took place before your email concerned a general support inquiry and did not contain any requests related to responsible gambling or account closure.
• The only two withdrawal requests on the account were submitted on December 13, 2025. Our records confirm that these withdrawals were not rejected by the casino. Instead, both withdrawal requests were cancelled (recalled) by the player before they could be processed.
• On December 15, 2025, your account was closed by our team as part of an internal business decision. At the time of the closure, the account balance was €0, and there were no pending withdrawals or remaining funds.

We also reviewed the email correspondence referenced in your complaint. Our records show that the email requesting a refund due to gambling losses was received after the events described above. However, based on the account history and communication timeline, we could not identify any prior requests for account closure, self-exclusion, or intervention that would have required different action from our side.

Based on the evidence available, we can confirm that the withdrawal requests were voluntarily cancelled by you, no withdrawal was rejected by the casino, and the account was closed after the balance had already reached zero.

If you would like to review the detailed account timeline or transaction history, we will be happy to provide it for your reference.

Kind regards,

Yudith

Ritzo Casino Experience Team

Hallo jetzt melden sie plötzlich nach dem der fall an casino guru gegangen ist

um klar zu stellen ich habe emails an sie geschrieben wegen meine spielsucht nur sie haben nie reagiert sie haben keine antwort gegben letzte email am 19.6.2026 zur schliesung meine endgültiges account

Haben sie auch nicht reagiert warte immer noch

Transaktionslisten habe ich niemals bekommen von ihnen haben sie auch ignoriert die emails !!!!

Mein konto wurde nur geschlossen am 15. Dezember 2025 nach dem ich mit anwälte gedroht habe

das die keine lizenz für österreich sie machen das illegal spielverluste sind rückfoderbar bei illegale casinos wie sie

wurde auch per gericht mehrmals bestätigt das wissen sie auch

ich habe 2000 euro eingezahlt die wil ich auch haben !!!

Sie haben angst bekommen deswegen wurde mein konro geschlossen

ich kann nicht mehr innern das ich ein auszahlungsanfrage gemacht habe

ich habe am 3.7.2026 auch eine email bekommen von ihnen das auf mich ein bonus erwartet sie beweis sie verstössen

Sobald ein Konto geschlossen oder eine Spielersperre eingerichtet wurde, greifen strenge gesetzliche Spielerschutz- und Datenschutzbestimmungen.

Verstoß gegen den Spielerschutz!!!!!

ich will mein eingezahltes geld von 2000 euro zurück !!!!

Dear All

Thank you for your prompt responses and, most importantly, for your willingness to engage in this discussion. I have carefully noted your submissions.

At this juncture, I would like to kindly request the player to provide clarification on the following:

• Could you please provide a clear timeline, including specific dates, regarding when you made your deposit, when your account was closed, and when you first requested self-exclusion?

einzahlung am 10.12.2026 bos 15.12.2025

11.12.2025 erste selbstauschuss am

15.12.2025 wurde mein konto geschlossen

Diana24

Thank you for your response; I appreciate the information. However, instead of generalising that deposits were made between 10 December and 15 December 2015, I would kindly ask you to provide the exact dates on which deposits were made. If possible, please share proof of your deposits either in this thread or via email to munya.s@casino.guru. Additionally, could you forward to my email your first self-exclusion request made on 11 December 2025?

The information requested is essential for the assessment of this case, and I look forward to your cooperation.

Habe per email gesendet und die zahlungsbelege

Diana24

Thank you for your email. I will review the material submitted. Please take note of my further request in my email response.

Furthermore, could you clarify if you regained access to your account after its closure on 15 December 2025. Your cooperation is greatly appreciated.