The player from Poland is facing issues with withdrawing his winnings of 1,370 PLN from Ritzo Casino after his account was closed. Although he legally resides in Poland, the casino refuses his Ukrainian passport and cites jurisdiction rules to avoid paying out. He has requested a refund of his original deposit of 447 PLN but received no resolution, as chat support closed abruptly after his request.
Ritzo Casino - Player's account has been closed, and winnings are delayed.
Opened
Current status
Waiting for player to reply
6d 18h 32m 13s
Ritzo Casino
Safety Index 6.4 Below averageCase summary
Discussion
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Public
2 days ago
Translation
I legally reside in Poland and registered at Ritzo Casino using my real Polish IP address. I made a personal deposit of 447 PLN and legitimately won 1,370 PLN. When I attempted to verify my withdrawal, the system refused to accept my Ukrainian passport, and chat support referred to Rule 2.7, which lists Ukraine as a restricted country.
I didn't use a VPN or defraud the casino. The site technically allowed me to create an account, open a zloty account, and accept my money, but now they're using this rule to avoid paying out my winnings. When I offered to send them an official bank statement and my PESEL document (I reside in Poland as a Ukrainian citizen), they simply replied that such documents are not accepted.
After this, I requested a full refund of my personal funds, citing the gambling compliance rules: "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." In response to this legitimate request, support simply forcibly closed the chat.
I ask the forum administration to help me get my fair winnings in the amount of PLN 1,396 or, at a minimum, force the casino to return my personal deposited funds in the amount of PLN 447, since a critical error during registration occurred solely due to the fault of the casino itself.
Automatic translation:
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5 hours ago
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.
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5 hours ago
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
