Ritzo Casino - La cuenta del jugador ha sido cerrada y las ganancias se han retrasado.

I legally reside in Poland and registered at Ritzo Casino using my real Polish IP address. I made a personal deposit of 447 PLN and legitimately won 1,370 PLN. When I attempted to verify my withdrawal, the system refused to accept my Ukrainian passport, and chat support referred to Rule 2.7, which lists Ukraine as a restricted country.

I didn't use a VPN or defraud the casino. The site technically allowed me to create an account, open a zloty account, and accept my money, but now they're using this rule to avoid paying out my winnings. When I offered to send them an official bank statement and my PESEL document (I reside in Poland as a Ukrainian citizen), they simply replied that such documents are not accepted.

After this, I requested a full refund of my personal funds, citing the gambling compliance rules: "Since Ukraine is a restricted jurisdiction under your terms, my account was created in error. According to gambling compliance rules, I request a full refund of my initial deposits to my original payment method. Please process the refund and close the account." In response to this legitimate request, support simply forcibly closed the chat.

I ask the forum administration to help me get my fair winnings in the amount of PLN 1,396 or, at a minimum, force the casino to return my personal deposited funds in the amount of PLN 447, since a critical error during registration occurred solely due to the fault of the casino itself.

Я легально проживаю в Польше и зарегистрировался в казино Ritzo со своего реального польского IP-адреса. Внес личный депозит в размере 447 PLN и честно выиграл 1370 PLN. Когда я попытался пройти верификацию для вывода средств, система отказалась принимать мой заграничный паспорт Украины, а поддержка в чате сослалась на пункт правил 2.7, где Украина указана как запрещенная страна.

Я не использовал VPN и не обманывал казино. Сайт сам технически позволил мне создать аккаунт, открыть счет в злотых и принять мои деньги, а теперь они используют это правило, чтобы не выплачивать выигрыш. Когда я предложил выслать им официальную выписку из банка и мой документ PESEL (я проживаю в Польше по статусу UKR), они просто ответили, что такие документы не принимаются.

После этого я попросил сделать мне полный возврат моих личных средств, процитировав им правила гемблинг-комплаенса: "Since Ukraine is a restricted jurisdiction under your terms, my account was created in error. According to gambling compliance rules, I request a full refund of my initial deposits to my original payment method. Please process the refund and close the account". В ответ на эту законную просьбу саппорт просто принудительно завершил чат.

Прошу администрацию форума помочь мне получить мой честный выигрыш в размере 1396 PLN или, как минимум, заставить казино вернуть мои личные внесенные средства в размере 447 PLN, так как критическая ошибка при регистрации произошла исключительно по вине самого казино.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which address you entered in your casino profile when you registered your account at this casino? Did you use your Polish address or your Ukrainian address?
• Did you enter a Polish or Ukrainian phone number in the registration form?
• Did you select Poland as your country of residence during registration?

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