Ritzo Casino - general discussion (page 2)

Yes, I don't really understand it either. I assume you haven't looked at the Terms, as they refer to them there. But in my opinion, it's not very fair either.

Let's see what our team thinks about it and if we can help you. I would be happy if we could.

If you have any updates, please let me know.

It's unimaginable what's happening and very unfair. I hope the casino guru team can help. I've never heard of this before anywhere.

I also hope that we will be able to help. Believe me, I feel sad for the players who are having problems. 😕

I hope so too. For now, I'm waiting for a response from Casino Guru, but I'm confident. I hope everything can be resolved for the best. Thank you all for the kind words regarding my case and for the time you are dedicating to it.

You're welcome, we're here to help whenever we can.🙂

Complaint against Ritzo Casino

For several months I used Ritzo Casino and made deposits totaling more than €1,000.

During that period, Ritzo accepted my deposits and payment methods normally. However, when I tried to make a withdrawal, problems began, with additional requirements related to my documentation, residency, and payment method verification.

I have cooperated with the verification process and have sent the documents and receipts that were requested of me.

What I find particularly worrying is that these controls did not prevent the platform from accepting my deposits for months, but when I tried to withdraw funds, the difficulties began.

I subsequently cancelled the withdrawal and used the available balance, so I am not claiming that there is currently a pending withdrawal. My complaint concerns the way Ritzo handled the verification and withdrawal process and the lack of transparency I perceived during the process.

I have emails, screenshots, deposit slips, and communications with Ritzo support that can prove what happened.

After this experience, I have completely lost confidence in Ritzo.

I will never deposit a single cent into Ritzo again, nor will I ever use this platform again.

I request that Casino Guru review my experience and assess whether the procedure used by Ritzo was appropriate and transparent.

I am willing to provide the relevant evidence.

Hello, and thank you for explaining your experience.

I can understand why the situation was frustrating, especially if you were able to deposit and use the casino normally for several months and only encountered additional checks when you wanted to withdraw.

There is one important distinction I'd like to explain, though. The fact that a casino accepts your deposits does not necessarily mean that all requirements for a future withdrawal have already been checked and approved. Depositing is a voluntary transaction initiated by the player, while a withdrawal can trigger additional procedures such as identity verification, residency checks, payment method verification, AML checks, or other requirements imposed by the casino's license and associated regulations. Casinos usually state this in their T&Cs.

This can sometimes feel rather strange from a player's perspective: "If you were happy to take my money, why are you asking me for all these documents now?" I understand that reaction. However, the two processes are not necessarily equivalent, and the fact that a casino accepted previous deposits does not by itself prove that the later verification requirements were inappropriate.

I also noticed that you cancelled the withdrawal and used the remaining balance for further gameplay, so there is currently no unpaid withdrawal for our Complaint Team to investigate or mediate. I think it's fair to mention this to prevent any misunderstandings later. Let's see how the request proceeds, of course.

If you no longer feel comfortable playing there, choosing another operator is of course the safest option. Perhaps you could choose a casino that allows you to complete the KYC process before making your first deposit, although this does not eliminate the possibility of AML procedures or gameplay checks. Both, based on industry standards, happen once the withdrawal request is submitted. You see, casinos do not verify account activities unless there is a need to do so, which is usually only the case when there is something to be withdrawn. I understand this may be new information and I respect your experience.

Dear friend

What I understand from what I read in your text is that you have a serious problem with gambling addiction.

When a player lacks patience and cancels the withdrawal, they have an addiction problem.

I would advise you to stop for a while or even forever.

Hi Radka,

Thank you for your response. I would like to clarify several points because I believe your explanation does not address the specific issues in my case.

Firstly, I found the phrase, "I understand this information may be new to you and I respect your experience," particularly unfortunate and offensive. My complaint is not due to a lack of knowledge about KYC processes. I understand that an operator may verify identity, residence, payment methods, or perform AML checks before a withdrawal.

What I question is how my account was managed during the previous months and what limits and deadlines were applicable while my document verification was not completed.

According to Spanish regulations, there is a specific provision for identified users whose documentary verification is pending, with a combined limit of €150 for deposits and no possibility of withdrawal until said verification is completed.

For months Ritzo allowed me to deposit and play normally, making deposits well over €150. However, when I requested a withdrawal of €500, I was required to complete verification through Sumsub.

The withdrawal was requested on August 6th and remained pending for 7 days, until I cancelled it on August 13th. During that time I attempted to complete the verification and submitted all the documentation I had available to prove my identity, residence, and means of payment.

I want to be transparent: I cancelled the withdrawal and continued playing. I reached a balance of approximately €1,200 and placed bets of up to €10 until it was depleted. I am not claiming that there is currently a pending withdrawal of €500. My complaint mainly concerns how my account was managed before the cancellation.

Therefore, I would appreciate it if Casino Guru could give a specific answer:

• What was the verification status of my account during those months?

• Was my account pending document verification?

• If so, why did Ritzo allow deposits and play above €150?

• If that limit was not applicable, what regime and limit were applicable to my account?

• For how long could Ritzo keep the account operational without completing verification?

• What specific rule justified that situation?

And one particularly important question: if Ritzo ultimately determines that my account cannot be verified and therefore I cannot withdraw, what happens to the deposits I've already made and the funds deposited before that determination? Is there any obligation to return them in full or in part?

I also consider it important to distinguish between a "common practice in the industry" and what was legally applicable to my specific situation.

I don't question Ritzo's right to verify my identity. I question why deposits and gameplay were allowed for months without completing the verification, and I want to know what the consequences are if that verification ultimately cannot be completed.

I would appreciate a response based on the specific regulations applicable to my account, not just a general explanation of the KYC processes.

Thank you.

Hello thanostt89,

I respect your opinion, but I believe your conclusion that I have "a serious gambling addiction problem" is not justified by what happened.

To clarify the context: I didn't cancel the withdrawal simply out of impatience. After several days of trying to withdraw €500, sending documentation to complete the verification, and encountering new requirements, I began to think I might be the victim of a scam and that I probably wouldn't be able to recover that money.

I got angry and reacted in a way that I admit wasn't the best: I cancelled the withdrawal and started making higher bets, eventually reaching a balance of approximately €1,200 and placing bets of up to €10, until I finally lost the balance.

I'm not justifying that decision or saying it was right. I'm simply explaining why it happened. I'm also not hiding the fact that there is currently no outstanding €500 withdrawal.

What I find unfair is using that one specific reaction to claim that I have "a serious gambling addiction problem." You don't know my personal situation, my usual behavior, or the full circumstances that led to that decision, so I don't think it's appropriate to make such a statement.

My complaint concerns a different and perfectly specific issue: how Ritzo could allow me to deposit and play for months and then require verification in order to withdraw, what the limits and time limits applicable to my account were, and what happens to deposits made if the account cannot ultimately be verified.

You may agree or disagree with my decisions, but I think it's important to distinguish between a bad decision made in a moment of anger and stating that a person has a gambling addiction.

All the best.

Hi, in my opinion, we have to narrow a few points here. I hope this is not going to offend you by any means: we are not Spanish regulators, and the casino is not licensed in Spain. So, even though I understand there may be some expectation, this area is an entirely different field. Please consider this an honest answer to your questions.

https://casino.guru/guide/how-we-resolve-casino-complaints 👈

The majority of questions you mentioned in your last post should be answered by the casino or its licensor, I'm afraid. Neither I nor my colleagues are in a position to answer those; complaints are not designed to answer hypothetical questions or matters related to deliberately lost money. That's actually why I wanted to help you understand what we can and cannot offer to you. Simply put, once a player loses the money, we cannot get involved. I'm sorry, but this needs to be said.

Our complaint resolution center resolves complaints according to specific terms that your guides clearly describe. Therese explicitly explained what kind of situation we avoid investigating, because we cannot retroactively review all associated casino procedures, unlike the casino regulator, for example. We also have nothing in common with legal bases; instead, we apply a practical approach explained here: https://casino.guru/guide/fair-gambling 👈

Offshore casinos normally allow players to deposit and play without any need for verification, since it is all deliberate action. In contrast, most casinos only verify players when they need to, which happens when a withdrawal request is made. If the casino is preventing you from completing the KYC and withdrawing, we can step in and try to mediate, but not afterwards, when the money is lost.

I understand you may have concerns about what I mentioned, so I will leave the rest to the mediators. My role here, among others, is to help users understand the way our teams work to prevent innacurate expectations.

I am in no way saying that the experience you described was good or backing up the casino; I'm solely focusing on our possible role at this moment.