Ritzo Casino - Withdrawal of player's winnings has been delayed.

Hello, Guru

Ritzo Casino is trying to avoid paying out a withdrawal

I checked my account, and after that I received an email from the financial service stating that, according to the casino’s terms and conditions, the withdrawal would be processed within 24 hours

After 24 hours, the withdrawal still hadn’t been processed, and customer support says it could take much longer.

It seems that the casino’s practice is to delay payments so that players will cancel them (which is a fraudulent practice).

I would appreciate your help

Best regards

JMORE66

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Dear JMORE66,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, Guru

I gave up waiting for the withdrawal, and of course, the money was lost quickly.

As such, I’m dropping the complaint against this dishonest casino and will close my account.

You may classify the case as you see fit.

Sincerely

JMORE66

Dear Jorge and Casino Guru Team,

Thank you for the update.

We are sorry to hear that the player decided not to wait for the withdrawal to be processed and that the funds were subsequently lost during gameplay.

After reviewing the account history, we can confirm that the withdrawal requests were repeatedly cancelled by the player within a few hours of being submitted. As a result, the funds were returned to the player's playable balance and were later used for gaming.

We would like to clarify that our withdrawal processing time is approximately 24 hours, as withdrawals are reviewed in the order they are received. In this particular case, we also sent the player an email confirming that no KYC verification would be required and that the withdrawal would be processed within one business day. Unfortunately, the player chose to cancel the withdrawal requests before this timeframe had elapsed.

At no point did the casino reject or refuse to process the withdrawal. We remained ready to process it within our communicated processing timeframe; however, the withdrawal requests were voluntarily recalled by the player before they could be reviewed.

While we regret that the player had this experience, our records confirm that we acted in accordance with our standard withdrawal procedures and communicated the expected processing time in advance.

Kind regards,

Yudith

Customer Experience team.

Good afternoon, Guru

Not only do they not pay, but they’re also liars

In fact, I reversed the withdrawal a few times, but on my last attempt to withdraw, I waited approximately 40 hours for the withdrawal to process, and of course, after that time—and not the 24 hours mentioned in the casino’s misleading response—I reversed the withdrawal again, and that’s when the withdrawal was actually lost

Yudith, giving false answers reflects poorly on you and the casino in question

Best regards

JMORE66

Hi, Guru

I’m marking this complaint as resolved. This serves as a warning to other players about this casino’s practice of not paying out winnings.

Sincerely,

JMORE66

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JMORE66,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla