Ritzo Casino - Player's winnings have been confiscated.

On Sunday, 27th of October, I made a deposit of €20 at Ritzo casino, which I lost immediately. Subsequently, I activated a bonus of free spins that awarded me €95. Later that same day, I played a game with the €95 and won €1000. After much play, my total reached €1300, and I was informed that I needed to wager the €95 multiplied by 45. As I was playing to meet the wagering requirement, I got close to 50% progress when suddenly, my balance was reset to zero, and I was told that the bonus duration was 24 hours, which was not mentioned anywhere as far as I saw. This happened to me in only 8 hours. I sent a message through chat, and they told me the bonus period had expired and offered me either 50 free spins or €20 bonus money, which I did not receive. Please, if anyone can help me or advise on what to do, I would appreciate it. I have photos of our conversations as proof. Additionally, whenever I attempt to send a message in the chat, they claim I will be updated, and yesterday, they blocked me for a period until I sent them an email.. Please, if anyone has any information, respond to me.

Dear eirinakikirt1983,

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 I can better understand the situation. 

• Could you please share a screenshot or a link to the particular bonus you activated and played?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear eirinakikirt1983,

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.

It's been almost a week since they told me they would email me to let me know about the issue and so far I haven't heard from them. They are mocking us to our faces!!!

Dear eirinakikirt1983,

Could you please clarify which bonus you activated?

Could you please clarify whether you agreed with a bonus as compensation or not?

In short, they ate our money, they are not reliable.. Where did you hear that they reset you to zero in 8 hours after activating a bonus? As soon as he had turned around, they zeroed us out..

Dear eirinakikirt1983,

Please read my questions and try to assist.

You wrote:

Subsequently, I activated a bonus of free spins that awarded me €95

• Which bonus did you activate? please provide a link or a screenshot of the bonus.
• In your conversation with the casino after the incident, did you agree with the compensation in the form of 20€ or 50 free spins?

Dear eirinakikirt1983,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.