Ritz Slots Support and Complaints Thread

This lady deactivee my account I referred my mom to them and I signed in and she was rude n deactivated my account for no real good reason just bc I was upset I wasn't receiving the promo I qualify for

Dear Dayyzzed,

Can you please explain in more detail what the specific issue is? Also, could you let us know what the casino support stated as the reason for your account being deactivated?

Thank you for your cooperation.

Ritz Slots closed my account for no reason. Account Closure Notification Dear Sony1526, We hope this email finds you well. After a thorough review of your account, we have decided to terminate your account in our casino. Terms and conditions 4.2. Other User Account Terms: (d) We reserve the right to close or lock your User Account at any time with no warning, and no explanation for doing so. As a result, we regret to inform you that your account has been permanently closed. Please note that this decision is final, in accordance with our policies, to maintain a fair gaming environment for all players. Should you have any questions or require further clarification, feel free to reach out to our support team. We appreciate your understanding and cooperation. Warm Regards, RitzSlots Support www.ritzslots.com

Casino: RitzSlots Casino

Case #: 2908

hello hru doing,

i signed up at Ritz and started playing and i made deposits but then i won with no deposit spins.

the max win is 20 so i asked for a withdrawl and i get the message back that i have multiple accounts.

this is no way, it can not be. i am 100% sure.

and still i have acces to my account, i think its weird.

greetings 

Hi Sony1526,

We've received your complaint and notified the casino rep about it.

We will update you as soon as we receive their response, keep an eye on this thread.

Hi velmar,

Thank you for reaching us. Please send us your casino username via personal message so that we can contact the casino rep and check your account.

Hi Sony1526,

We received feedback from the casino representative stating that the player's activities (using only no-rules coupons) were identified as bonus abuse. Due to this, and as stated in their T&C under 4.2. Other User Account Terms:

(d) We reserve the right to close or lock your User Account at any time with no warning, and no explanation for doing so.

The casino representative also provided the corresponding evidence along with their response, so we consider this complaint resolved.

The exact thing just happened to me - I do not have multiple accounts -they are basing their decision on the mobile IP my phone carrier uses - it's a nationwide cellular carrier - with thousands of users using the same IP#. -Funny thing is that they didn't say that when I won a smaller amount- sorry to say this may be another scam casino - 

not have multiple accounts -they are basing their decision on the mobile IP my phone carrier uses - it's a nationwide cellular carrier - with thousands of users using the same IP#. -Funny thing is that they didn't say that when I won a smaller amount- my user name is m***

Disputed amount: 629$

Casino: RitzSlots Casino

Case #: 2914

Hello! I was playing and depositing alot off money with them winning just as much. Getting extra bonuses as well. Then I stood getting the daily free spins, the instant cashback and the weekly cashback. I have not idea what the problem is but they suddenly just stopped giving me the bonuses that they say you earn for depositing. I have only used maybe 5 deposit bonuses tops always clean deposits. Can you let me know what the problem is and why? Thanks alot 

Hi velmar

Thanks for sending your account details.

Hello gamblinggal2020,

Sorry to hear about your experience. Thank you for bringing this to our attention. 

We have forwarded all information regarding both cases to the casino rep. Once they reply, we will let you know here on the thread.

Hello Jacqueline Fielder,

Thank you for reaching us and sorry to hear that you are facing this kind of issue.

Please send us your casino username via personal message so we can contact the casino rep and assist you further.

Hi velmar,

The casino representative has provided proof to support these claims for players having multiple accounts, your withdrawal from free spins was denied.

We have received a response stating that you still have access to your account since you have made a deposit, they will not close your account unless you request it. They also mentioned that you are welcome to continue playing using your deposit.

Additionally, there is nothing further that can be done regarding this matter. 

Thank you for your understanding.

Hi gamblinggal2020,

The casino representative has provided proof to support their claim that the player has multiple accounts. According to their Terms and Conditions, this is a violation of the rules:

Your identity as a player will be established through any possible combination of the following: Player name, mailing address, email, IP address, computer, telephone number, or any other required forms of identification.

Since they provide us with evidence, unfortunately, there is nothing more that we can do regarding this case.

Thank you for your understanding.

Dear Dayyzzed,

Do you still need our assistance?

Could you provide us with more details so we can contact the casino rep regarding your case?

Thank you

I need to be provided this evidence since it's impossible that it's true - again I have an IP address for my cell phone and one for my home - both have the same user name and address info - 

Hi gamblinggal2020,

We are truly sorry, but we are not allowed to share this type of evidence.

The casino has provided us with the requested records under strict confidentiality. These records have been used for analysis, in full compliance with security and privacy regulations.

Due to data protection, we are not allowed to share this information with members. These records are strictly confidential and cannot be forwarded beyond the scope permitted by the casino’s internal procedures.

We will contact the casino rep again regarding your case, but there's not much that can be done.

Thank you for your understanding and patience.

This is my information I am requesting - by taking their "evidence" that is not substantiated LCB is complacent in their deceit - I am not saying their isn't fraud perpetuated by players - but not this one - this casino is wrong-how do I know? Because they returned my deposit and welcomed me to continue playing - if I was commiting fraud they would have closed my account ! And just to clarify - I CLOSED MY ACCOUNT- NOT THE CASINO 

First of all, I think it's ridiculous, that you say 15 minute withdrawal!! I have been waiting 30 hours... ever since triggered, the security and had to do the K Y C... I honestly think it's just because you don't want to pay me.My $2,500 I won

Dear gamblinggal2020,

We received this explanation from the casino representative: When you initially inquired about potential issues with withdrawals, your IP was clean, and there were no red flags. At that time, you were informed that as long as you followed the T&Cs and promotion rules, everything should be fine. You even successfully withdrew funds after that. However, during your next withdrawal attempt, the system flagged your account for multiple accounts.

Thank you.

Dear Candi Barrett,

First of all, welcome to LCB.

So, your account has been successfully verified? Also, please note that due to the weekend, there may be delays in processing withdrawals. Has there been any update regarding your case?

Thank you for your cooperation.

Of course it did-it was a much bigger withdrawal - how convenient - 

And BTW if I was violating rules why was my account not closed ? Instead they invited me to continue playing - you know this is shady as hell - yet LCB allows it 

I can't let this die because I know there are so many of us who are honest and get railroaded on the whim of these shady  online casinos- we look to these forums for the feedback - 

After making a deposit using bonus code. XOXO 69 for no rules. Bonus code no Max cash out. After requesting my withdrawal February 16th, it is now February 24th and they are still telling me that the casino game provider is supposed to get back to them. They also told me the first time that they were having payment issues with the provider that they use and at this point I feel like they just been giving me the runaround.

Disputed amount: 4049$

Casino: RitzSlots Casino

Case #: 2963

Hi @Aaron , would you be able to help me with a withdrawal request that I put in Feb 16th 

Hi Aaron would you be able to assist in withdrawal request 

Dear BurninNgaming,

We've contacted the casino rep and requested further details about this matter. Please keep an eye on this thread for updates.

Thank you.

Hello Jacqueline Fielder,

Could you please let us know if you still need assistance?

Thank you.

This was there first excuse 

#1. I just checked with the pay-out team and I was informed that your request is still being reviewed. They are experiencing issues with the payment processor that's why a lot of requests are currently on hold. We apologize for the inconvenience this may have caused. 

#2., the payout team is processing the withdrawal for review. We will have updates tomorrow.

#3.Again, the specifics of how the payout team conducts their reviews are not shared with us. Sorry, but we are unable to provide you with the timeframe as well.

#4.Thank you for patiently waiting. I have checked on your withdrawal and it is still under review status. I will do a follow up on this so our payout team can expedite on the review process. Sorry for the delay. 

#5.I'm really sorry to hear that you're disappointed. I totally understand where you're coming from, and I'd feel the same way too.

03:51

I wish I had access to the other team's processes to give you an update, but I only have limited access.

03:51

However, please know that we are working on your request as quickly as possible. Your patience is greatly appreciated, and we're doing our best to ensure a smooth experience for you.

#6.Unfortunately we still have not received any update from the game provider, we are expecting it to arrive any minute now

#7.Thank you for waiting. Our team is actively working with the game providers and taking additional steps to resolve the issue. We just need a bit more time, as they are thoroughly reviewing everything regarding this request. We just need more of your patience please.

Stand by for "multiple accounts due to IP" allegations - 

Since we haven't heard back from the member, we will mark this case as closed.

Dear BurninNgaming,

Here's the response we've received from the casino rep:

As part of our standard procedure for high-value payouts, we've contacted the game provider to conduct a thorough review of the gameplay session. This is a routine verification process that helps us maintain the integrity of our gaming platform for all players.

We kindly ask for your patience while this review is being completed. Please be assured that if everything is confirmed to be in order, we will take the necessary steps further.

We request you to hang in there while the review is underway. 

So no time frame given huh . They have been telling me this for two weeks now. If you look at my post above you can see a copy and pasted conversation I've had with Ritz's team. These are from multiple chats from different reps all with different reasons. 

Since Feb 16th. I'm very disappointed in Ritz's timeframe for withdrawal. 

Hi BurninNgaming,

Please keep us updated regarding your case. When it comes to a larger amount, additional procedures are requested. 

Hopefully, you will receive your payment soon. 

Thank you for your patience. 

aaron dont know if you rember me but last few days ive had withdraw time issue im now currently 16 plus hours waiting had to revert from btc to ltc still waiting please help

aaron me John aka hardrock74 we havw had dealings in past which you helped on currently awaiting a cashout over 16hrs and counting heard everything from under the sun from agents in total last few days had over 30+ hours of wait please help John

Dear JovanaV,

I could use your assistance with this casino also.  I submitted a Litecoin withdrawal of $2874 on February 6th that has yet to be paid.  My account is fully verified and I have been successfully paid previously.  Chat is unavailable and an email to support several days ago asking about this went unanswered.

I will be sending you my username via PM.  Thanks.

Dear ActionMarc,

Please provide your casino username via private message here. 

We will try to contact the casino rep and try to resolve your issue. Please be advised as previous members, sometimes when it comes to a larger amount, additional procedures are requested. 

Hopefully, you will receive your payment soon.

Dear ActionMarc,

We received an answer from a rep regarding your case stating:

ActionMarc's recent withdrawal request is currently under review as part of our standard security and compliance procedures. We’d like to assure him that this is a routine process, especially given that he has recently successfully withdrawn three large payouts totaling over $13,900, all of which were approved and processed without any delays.

Due to the substantial volume of withdrawals, his account was flagged for a routine security check, which ensures that all transactions align with our policies. If everything is in order, the withdrawal will be processed accordingly. 

Please let him know that we will provide an update as soon as we have any further developments.

Thank you for your patience, as soon as we have a new update from the casino rep, we will let you know.

Dear njanjam,

Thank you for helping move this along.  I can report now that my withdrawal has been paid.

Dear ActionMarc,

We are truly happy to hear that . We mark this complaint as RESOLVED.

It was a pleasure helping you. If you need any assistance at any time, we'll be here to help.

So basically I have been with this casino since they opened I have given them more then $25,000 I cashed out a no rules bonus and I left some money in the account after I did the withdrawal and mind you they have broken their own terms and conditions by letting me play on money before in this casino and Alex ok’d that just a few weeks ago. I won $800 off the $40 I left in there and now they won’t give me that money and they won’t even give me the initial $40 that I left in there to play on. I am not some Joe blow at this casino I know everyone that answers the chat and half of them just love me and vice versa. They won’t answer hardly any emails and they won’t compromise with me at all they just say you broke our rules so we don’t have to pay you but when they break their own rules when it’s convenient for them it gets a little blurry and grey and confusing for me. I even said I would split it with them and also they should have washed the money out with the bonus money I left in the account and mind you I played on the $40 for two days and these people know me very well there and if you bring this up to them they will know exactly who you are talking about. Now I want the whole $800 and I am deserving of that money

Disputed amount: 800$

Casino: RitzSlots Casino

Case #: 3006

Hello Kristen Stodghill,

Thank you for reaching out to us. We will try our best to assist you.

Please be informed that most of the casinos have a policy that you need to withdraw the whole amount that you won from the bonus before continue playing:

6.5. Validity Of Bonus-Applying Terms

Once a bonus is claimed, its terms immediately take effect and remain valid until a new Fund Action (Deposit or Bonus) is processed to your account and the bonus is cleared from your balance. These Bonus Terms continue to apply even after meeting the wagering requirements and processing a withdrawal. Adding a deposit on top of your existing bonus balance does not negate the Bonus Terms. Violations of these terms while they are in effect may lead to the voiding of all winnings, as stipulated in the Terms & Conditions. These promotion terms cease to apply when a new fund action (deposit or bonus) is made, provided that the playable balance is below $ 1.00.

In the meantime will we try to contact the casino rep regarding your case and update you as soon as we have any information.

Hi Kristen Stodghill, 

We received an answer from the casino rep regarding your case:

The player in question had chosen a deposit bonus and successfully met the wagering requirements. We approved a $400 withdrawal, and suggested switching the payment method from BTC to LTC for a faster transaction. However, when the player resubmitted the withdrawal, they only withdrew $360 and left $40 in their account, which they continued to play with.

Unfortunately, this violates our Terms & Conditions, Section 6.8(d) – Standard Deposit Coupon Rules, which state:
"Once you have met your wagering requirements, any balance exceeding your maximum cashout limit will be automatically removed from your account. Only one withdrawal is permitted once a deposit bonus code is used."

Since the player continued wagering with a portion of their winnings instead of withdrawing the full approved amount in one transaction, this fell outside our bonus policy, and the additional winnings from that play session were not eligible for withdrawal.

The casino rep informed us that you already received an explanation from them regarding your complaint.

The case involves a violation of the casino's terms and conditions so there's nothing we can do.

Please be advised that to avoid misunderstandings or potential issues in the future, it is essential to carefully read and review the Terms & Conditions before playing or requesting a withdrawal.

Hi John b Earnhardt,

If you need our assistance, you can send us your casino username via private message, and we'll reach out to the casino rep to inquire further about your case.

Hi BurninNgaming,

We're still waiting for your update, have you received your funds?

No I have not gotten paid out yet!  

Today is March 7, I did the request on Feb 16th today my reply from the customer representative is, 

"Thanks for waiting. I just checked with the pay-out team and I was informed that your request is still being reviewed. We apologize for the inconvenience this may have caused. We are doing our best to speed up the process by doing constant follow-ups for you.

04:30

Please know that our department can only follow-up and if they have no updates yet, we can only wait. I am sorry if this is taking too long." 

Hi John b Earnhardt,

Since we never received your username we'll consider this complaint CLOSED due to the submitter's inactivity.

Dear BurninNgaming,

We've contacted the casino rep and requested an update regarding your withdrawal. We will update you as soon as we receive their response.

Thank you.

I can’t remember if I submitted a complaint or not here I feel like I did… I used a no rules coupon to get a little extra and rhen I cashed out and left $40 and the bonus money at the casino. I won $800 from that money and they said that since it was from the no rules (which I thought meant their wasn’t any rules) they would t give it to me and not only would they not give the $800 they wouldn’t even give the initial $40 back to me and I have never had a casino keep the initial money. Mind you this casino broke their same terms and conditions two weeks prior letting me play on money I had already won off some spins. They not only broke their same terms and conditions but they watched me as I played on this money for two days. They are like an extended family over there to me so I took jt very personal I know everyone over there and I have been there since day 1 almost. I have given that casino well over $25,000 since I started going there. They should have told me to redo the withdrawal when they saw I left that money in there or washed it out with the bonus money. I have been going through some personal issues that are serious and so I wasn’t thinking to clearly when I left that in there and they know me over there and they know u wouldn’t leave money in a machine that I can’t cashout this was the last place I thought wikkd do something like this to me I also had an experience with someone being very abusive to me on the chats and I felt bullied I also have documentation of that transcript I can provide if need be

Disputed amount: 800$

Casino: RitzSlots Casino

Case #: 3025