Ritzo Casino - Se ha retrasado el pago de las ganancias del jugador.

The casino said that I had to be re-verified even though I was verified prior to the withdrawal. I submitted the documents right away. They said that they were processing it and they never did. I talked to several people, including their VIP manager. He said that I was verified and that my withdrawal would happen immediately on Monday now I’m talking to them again and they’re saying that they don’t have my documents and can’t process my withdrawal.

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Dear sycocity,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I'm sorry to hear about your negative experience. Please allow me to ask a few questions to better understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• How did you send the documents? Did you upload them on their website or email them (if by email, please include the email address)?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Dear Sycocity and Casino Guru,

We would like to sincerely apologize for any inconvenience or frustration caused during the verification process, and we truly appreciate your patience and understanding while our team worked to complete the necessary checks.

As part of our standard verification procedures, and in accordance with our Terms and Conditions, specifically clause 3.1:

"Ritzo Casino may at its discretion at any time:

request additional documents at any time to verify the identity of an account owner. The Company has the right to suspend the account until the user provides necessary documents."

In line with this provision, our team requested an updated proof of identity document from Sycocity to ensure that the account could be fully verified and the necessary checks completed.

We are happy to confirm that the account has since been fully verified, and we can also confirm that the withdrawal was approved on our side on 1 September.

We are therefore very pleased that everything has now been successfully resolved. We hope this provides clarity regarding the verification request and brings the matter to a positive conclusion.

Sycocity, once again, congratulations on your winnings! 🎉 We appreciate your cooperation throughout the process and wish you lots of enjoyment and the very best for your future experience with Ritzo Casino.

Thank you to both Sycocity and Casino Guru for your patience and understanding. We are happy to consider this matter resolved and look forward to providing a smooth experience going forward.

Warm regards,

Ritzo Casino Team

Dear sycocity,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru