Ritzo Casino - Player warns about Ritzo Casino's negligence with self-exclusion.

Hello

I need to warn everyone about Ritzo Casino and their complete failure to handle self-exclusion requests properly.

On 28 February I sent a clear email to Ritzo requesting immediate self-exclusion because of my gambling problems. Despite this, the casino continued to let me log in and play for weeks.

On 13 March I contacted their live chat and asked them to close my account. In the chat they openly admitted that they had received my self-exclusion email, apologised for not acting on it, and confirmed that this delay had led to significant financial losses for me.

This is a serious breach of responsible gambling standards. A licensed casino must act instantly on self-exclusion requests – not ignore them for two weeks and then apologise after the damage is done.

I have lost a large amount of money because of their negligence. I will be reporting this to the relevant gambling authority and I strongly advise everyone else – especially anyone struggling with gambling – to stay far away from Ritzo.

Has anyone else experienced similar problems with self-exclusion at Ritzo? Please share if you have.

Thank you for reading and stay safe.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ritzo Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, both from February 28th and March 13th? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at contact@ritzo.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Ritzo Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

We’ve closed this complaint in accordance with the player’s explicit request sent via email. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Dear Biggan81,

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.

Dear Biggan81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru