Ritzo Casino - Player's account has been closed, and winnings are delayed.

Я легально проживаю в Польше и зарегистрировался в казино Ritzo со своего реального польского IP-адреса. Внес личный депозит в размере 447 PLN и честно выиграл 1370 PLN. Когда я попытался пройти верификацию для вывода средств, система отказалась принимать мой заграничный паспорт Украины, а поддержка в чате сослалась на пункт правил 2.7, где Украина указана как запрещенная страна.

Я не использовал VPN и не обманывал казино. Сайт сам технически позволил мне создать аккаунт, открыть счет в злотых и принять мои деньги, а теперь они используют это правило, чтобы не выплачивать выигрыш. Когда я предложил выслать им официальную выписку из банка и мой документ PESEL (я проживаю в Польше по статусу UKR), они просто ответили, что такие документы не принимаются.

После этого я попросил сделать мне полный возврат моих личных средств, процитировав им правила гемблинг-комплаенса: "Since Ukraine is a restricted jurisdiction under your terms, my account was created in error. According to gambling compliance rules, I request a full refund of my initial deposits to my original payment method. Please process the refund and close the account". В ответ на эту законную просьбу саппорт просто принудительно завершил чат.

Прошу администрацию форума помочь мне получить мой честный выигрыш в размере 1396 PLN или, как минимум, заставить казино вернуть мои личные внесенные средства в размере 447 PLN, так как критическая ошибка при регистрации произошла исключительно по вине самого казино.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 which address you entered in your casino profile when you registered your account at this casino? Did you use your Polish address or your Ukrainian address?
• Did you enter a Polish or Ukrainian phone number in the registration form?
• Did you select Poland as your country of residence during registration?

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

1. I entered my Polish adress

2. I entered my Polish number

3. You can select this only during verification but there is no Ukraine tk choose

I writed to support with gmail and they said this "Good day Maksym

I trust you are well.

Thank you for contacting us and for taking the time to explain your concerns in detail. We are sorry to hear about your experience and apologise for the frustration this situation has caused.

We have noted the information you have provided, including the supporting screenshots, and your case has now been escalated to the relevant team for a thorough review.

As soon as we receive feedback from the relevant department, we will contact you via email with an update. We kindly ask for your patience while the review is being carried out.

Thank you for your understanding. If you have any additional information that you believe may assist with the investigation, please feel free to reply to this email.

Kind regards,

Lola Support"

It was on Jule 11 and now they are ignoring me after this letter in 4 Hours they send a letter asking me for rating their custom service.

I tried to give them my PESEL document where u can see my name and last name and my adress + bank statement i think it's enough documents to make sure that im in Poland

Dear Maksym,

Thank you for sharing your concerns. We understand that the verification process can be frustrating, and we appreciate the opportunity to clarify the current status of your account.

After carefully reviewing your case, we would like to clarify that your withdrawal has not been declined by the casino.

In accordance with our Terms and Conditions, all withdrawal requests are subject to our standard Know Your Customer (KYC) verification process. As part of this process, we may request documentation to verify a player's identity and place of residence before processing a withdrawal.

At this time, your withdrawal remains pending, as we are still awaiting the requested verification documents. The verification process has not been completed, and therefore no final decision has been made regarding your withdrawal request.

Regarding your concerns about your nationality, we would like to clarify that the verification process is based on the complete documentation provided by the player. If you are able to verify your residence in Poland and all requested KYC documents meet our verification requirements, we do not foresee any issue with proceeding with the verification and continuing the withdrawal process.

We encourage you to upload all of the requested documents through the verification process so that our verification team can complete the review of your account. Once all required documentation has been received, your case will be assessed in accordance with our standard KYC procedures and our Terms and Conditions.

At this stage, as the verification process is still ongoing and no withdrawal has been rejected, we are unable to process a refund request, as the account verification has not yet reached a final outcome.

We remain committed to resolving this matter as quickly as possible upon receipt of the outstanding documentation. Should you require any assistance with the verification process or have questions regarding the requested documents, our support team will be happy to assist you.

Kind regards,

Yudith

Customer Experience Team

i gived my pesel, foreign passport, my legitymacja szkolna ( poland document for 25% discount in transport for students where u can see my photo my number of pesel my birth date and my school seal ), mObywatel document ( Dia.pl ), my bank account info, my bank account transfers statements and they still ask me for polish passport or residence permit because they know i dont have them it's looks like a scam for me like for real

I have a work officially with just only pesel and they say that is not enough to make KYC

Dear Ritzo Casino Representative,

Thank you for getting in touch with us and explaining to the player what is needed to successfully verify their account.

Dear nexumii,

Please forward me the documents that you sent to the casino for the KYC verification at veronika.f@casino.guru. Kindly include the most recent communication between you and the casino customer support regarding their requests for your identity documents as well. Thank you for your cooperation.

I sent you on email i hope u can help me get atleast a refund from my deposits

Dear nexumii

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, Igor (igor.p@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 nexumii,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Ritzo Casino and I hope that together we will come to a successful resolution of your issue.

Dear Ritzo Casino,

Could you please clarify which documents are currently required from the player in order to complete KYC?

Additionally, I would like to ask why the documents already sent were rejected or were not sufficient. Thank you.

Dear Casino Guru Team,

Thank you for the opportunity to clarify this case.

After a thorough review with our KYC team, we would like to provide a detailed explanation of the player's verification status, the documents requested, and the reasons why the verification process has not yet been completed.

Verification status

First and foremost, we would like to clarify that the player's withdrawal has not been rejected due to their nationality.

The player's withdrawal remains pending because the mandatory Know Your Customer (KYC) verification process has not been successfully completed.

The player initially attempted to verify through our automated verification system but did not successfully pass the verification. Instead, the requested documents were later submitted by email. However, in accordance with our KYC procedures, the verification must be completed through our automated verification system, including the mandatory liveness check. This security measure allows us to verify both the authenticity of the identity document and that the person completing the verification matches the document presented. This requirement is an important anti-fraud measure and forms part of our standard verification process for all players.

Documents currently required

To complete the verification process, the player has been requested to provide the following documents through the verification system:

Proof of Identity (one of the following Polish-issued documents):

• Polish passport;
• Polish national ID card;
• Polish driver's licence; or
• Polish residence permit (front and back).

Proof of Address:

A document confirming the residential address registered on the casino account. Normally we accept bank statements.

Proof of Payment Method:

• A colour photograph of the credit/debit card used to make deposits (front and back, with the middle six digits and CVV code concealed); and
• A screenshot of the player's online banking profile displaying the bank account number or IBAN.

Why the submitted documents could not be accepted

The documents submitted by the player could not be accepted for several reasons.

Firstly, the verification was not completed through our automated verification system, and the mandatory liveness check was therefore not successfully completed.

Secondly, the submitted PESEL document cannot be accepted as Proof of Identity. A PESEL is a Polish personal identification number used for administrative purposes. It is not an official government-issued photo identity document and therefore cannot independently verify a person's identity for KYC purposes.

Additionally, the submitted Legitymacja szkolna (student identification card) cannot be accepted as supporting documentation. Although it may display the holder's PESEL number, it is issued by an educational institution and is not an official government-issued identity or immigration document. It does not confirm the holder's current legal residence status in Poland and therefore cannot replace the official identity documents required under our KYC policy.

For KYC purposes, we must rely on official government-issued documents, such as a Polish passport, national ID card, driver's licence, or residence permit, as these documents enable us to verify the player's identity in accordance with our regulatory obligations.

Finally, the submitted bank statement could not be accepted because the residential address shown on the document does not match the address registered on the player's casino account.

As these addresses differ, the document cannot be used to verify the address registered on the account.

Regarding the player's nationality and residence

The player states that they are a Ukrainian citizen legally residing in Poland. We acknowledge that nationality and country of residence are separate matters. However, regardless of nationality, every player must successfully complete our verification process by providing the required documentation that complies with our KYC requirements before a withdrawal can be processed.

At this stage, the verification process remains incomplete because the required documentation has not yet been successfully provided through the designated verification procedure.

Applicable Terms and Conditions

As outlined in our Terms and Conditions:

"If you fail to verify your account in the established time, winnings will be confiscated and your account will be permanently closed due to the failed verification procedure."

We would like to emphasize that this clause has not been applied at this stage. The player still has the opportunity to complete the verification process by uploading the requested documentation through our automated verification system.

We hope this explanation clarifies the current status of the case. Should any additional information or supporting evidence be required, we will be pleased to provide it.

Kind regards,

Yudith - Customer Experience Team

i writed different adress because i was scared to write my real adress in a gambling site it was my first time gamgling i didnt knew it will metter later cause i deposited from same card that im withdrawning to

Dear Ritzo Casino,

Thank you very much for joining this complaint and for your extensive explanation.

Dear nexumii,

According to the casino, your funds have not yet been confiscated. However, the casino is asking you to provide specific documents, as described above.

Please let us know once you submit those documents to the casino.

i DONT have POLISH

Polish passport;

Polish national ID card;

Polish driver's licence; or

Polish residence permit (front and back).

i will have CUKR card in 2-3 months