Ritzo Casino - El retiro del jugador se retrasa debido a una solicitud de verificación adicional.

Dear Casino Guru Team,

I played at the aforementioned provider, Ritzo Casino. With my last deposit of €50 via my bank account debit card, I won a total of €20,000. Since a maximum of three transactions of €1,000 each are possible simultaneously, I have €3,000 in payout (€2,000 to the aforementioned debit card and €1,000 to my paysafecard account, which I have also frequently used for deposits). At that time, I was only playing with real money and had no active bonuses.

I received a payout of €500 in May 2026, and my account was verified. Even after my follow-up inquiries in August 2026, customer support assured me that my account was verified and that I could make withdrawals. (Please see attached photos). For security reasons, I also took photos and videos of my account balances and my entire game history.

Now I'm being asked again to upload documents relating to my cards and paysafecard account to verify my account. I've done this, both directly on the website and also by email to the requested address.

When I inquired about the re-verification, customer support explained that only my identity and address had been verified, but not the payment method.

My account has shown for months that all documents have been uploaded and that it may take up to 72 hours.

I would be very grateful if you could help me in this matter so that I definitely get my money.

Thank you so much and best regards,

Marco1210

Liebes Casino-Guru Team,

ich habe bei dem besagten Anbieter Ritzo Casino gespielt. Mit meiner letzten Einzahlung von 50 Euro über meine Debitkarte meines Bankkontos habe ich insgesamt 20000 Euro gewonnen. Da maximal 3 Transaktionen gleichzeitig durchgeführt werden können zu je 1000 Euro, habe ich somit 3000 Euro in Auszahlung (2000 Euro auf die besagte Debitkarte und 1000 Euro auf mein paysafecard Konto mit dem ich auch des Öfteren einbezahlt habe). Ich habe zu diesem Zeitpunkt lediglich mit Echtgeld gespielt und keinerlei Boni offen.

Ich habe bereits im Mai 2026 eine Auszahlung von 500 Euro erhalten und mein Konto wurde dort verifiziert. Auch auf meine Rückfragen im August 2026 hat mir der Kundensupport versichert, dass mein Konto verifiziert ist und ich Auszahlungen tätigen kann. (Finden sie die Fotos anbei). Aus Sicherheitsgründen habe ich auch Fotos und Videos meiner Kontostände und der gesamten Spielhistorie gemacht.

Nun werde ich erneut dazu aufgefordert Dokumente meiner Karten und meines paysafecard accounts hochzuladen und um mein Konto zu verifizieren. Dies wurde von mir gemacht und zwar direkt auf der Website und noch per Mail an die gewünschte Stelle.

Rückfragen bezüglich der erneuten Verifizierung wurden im Kunden Support dadurch erklärt, dass nur meine Identität und meine Adresse verifiziert wurden jedoch nicht die Zahlungsmethode.

In meinen Account steht seit Monaten, dass alle Dokumente hochgeladen wurde und es bis zu 72 Stunden dauern kann.

Ich würde mich sehr darüber freuen wenn sie mir in dem Fall helfen können, dass ich auf jeden Fall zu meinem Geld komme.

vielen lieben Dank und mit freundlichen Grüßen,

Marco1210

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Hello,

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.

• When did you resubmit the documents the casino requested from you? Could you please share the communication in which the casino requested documents from you again?
• Do you currently have access to your player's account?
• Could you please share with me 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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

Dear Marco1210,

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,

Tomas