Ritzo Casino - Player’s withdrawal is delayed.

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)"

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.

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.

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.

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.

We at Casino Guru don’t deal with complaints related to licensing regulations and policies. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Could you please specify why you were not able to withdraw the €51,000?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

What is the current balance in your account?

You tell me that they do not operate with a Spanish license and it is a lie because they have a license from Cyprus, that is to say, European authorization, and they are already subject to it. It is becoming increasingly clear that "casino guru" does not act as a mediator, but rather is committed to the casino that pays him.

I’m sorry to hear that you feel this way. I want to assure you that our goal is always to objectively resolve complaints and provide a fair mediation between players and casinos.

Our team is dedicated to thoroughly investigating each case by gathering all relevant information from both parties. This helps us ensure that we can make informed and impartial decisions. We understand how frustrating these situations can be, and we are committed to assisting you to the best of our abilities.

Please answer the questions I asked you in my previous response. Without your cooperation, we will not be able to investigate further and I will be forced to close your complaint.

Dear albertorgpi10,

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.