The player from Spain faces issues withdrawing €51,000 from the casino, which has not complied with Spanish gambling legislation. Support acknowledged the difficulties he experienced, causing emotional and financial problems.
Ritzo Casino - Player’s withdrawal is delayed.
Amount: €51,000
Ritzo Casino
Safety Index:Fresh casinoSafety Index
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7.7
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Case opened
Current status
Waiting for Casino Guru to reply
6d 4h 6m 38s
Case summary
19 hours ago
Public
Public
22 hours ago
Translation
They did not facilitate my withdrawal and did not comply with Spanish legislation.
Specifically, they did not adhere to Law 13/2011, which regulates gambling, and the General Law for the Defense of Consumers and Users, which ensure the rights of players to receive their winnings fairly and transparently.
Furthermore, yesterday they acknowledged it in the chat.
"(11:02:27) Savannah Support🦋: First of all, I deeply regret the experience you have had, especially as it has caused both emotional and financial problems. I understand how important your winnings of €51,000 are, and I sincerely sympathize with your situation. It was never our intention to cause any inconvenience to our valued players, and we sincerely apologize for the difficulties you have encountered during this process. (translated)"
Automatic translation:
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20 hours ago
Dear albertorgpi10,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify how many pending withdrawal requests are currently in your account?
What is your current casino balance?
Have you made any successful withdrawals from this casino before?
Could you kindly confirm if you passed the full KYC verification?
Did you accumulate your winnings with or without an active bonus?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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20 hours ago
Translation
I passed verification.
And I don't know the rest, according to Spanish legislation you have to facilitate the total withdrawal of the amounts won.
According to Law 13/2011, regulating gambling, online gambling platforms in Spain must facilitate the full withdrawal of winnings.
Edited
Automatic translation:
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19 hours ago
According to our information, Ritzo Casino does not operate with a Spanish license. In fact, it does not have any official license at all (the status of its Curacao GCB license is "pending"), so the Spanish regulation does not apply.
Could you please describe your problem in more detail? If you fail to provide us with the information regarding the balance in your account and your withdrawal requests, we won't be able to assist you. Thank you for your understanding.
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19 hours ago
Translation
If it can be used in Spain, it will have to comply with Spanish legislation. Or not? Well, as they admit, they did not let me withdraw €51,000.
Automatic translation:
Casino Guru is examining the case
