Ritz Slots Support and Complaints Thread

Hello Metehan Çamlıca,

We are in contact with the casino rep regarding this matter, but we still need your casino username so we can be able to assist you further. Please send it via private message.

Thank you.

Hello Metehan Çamlıca,

If you still need our assistance please send your casino username via private message.

Thank you.

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

Hello Aaron,

My username is r***. I made my first deposit and won over $3,000! When I tried to withdraw my winnings they said no, you have to provide us with an ID and selfie first. They said it would take up to 24 hours to process. Which is fine, I totally understand that however it has been way longer than 24 hours now. 

I submitted the pictures on Dec 29th. I have chatted with support multiple times and the only answer they give me is that it's still processing/under review.

I won a good amount of money and after Christmas I could really use it. It’s very frustrating.

Is there anything else I can provide to help speed up the process?

Thank you!

Radu Udila

Hello raduudila1990,

First of all, welcome to LCB, and Happy New Year!

Please note that due to the New Year holidays, there may be delays in the verification process as well as in responses from casino reps. It may take a few more days for your documents to be reviewed.

However, thank you for providing your casino username. We will contact the casino rep to check your account.

Thank you!

Hello Jovana,

My username is r***. I have filed a formal complaint against Ritz Slots for their refusal to release $4,000 in winnings I rightfully earned. You guys claim that I violated section 6b of your Terms and Conditions by allegedly using the same bonus code as my fiancé, who also has a registered account. This claim is entirely false, and your refusal to pay me my winnings is unjust and unethical.

My fiancé and I each have separate accounts with Ritz Slots, and we played independently. We used two entirely different bonus codes for our respective accounts. My fiancé used a no deposit bonus code about a week ago. I used a bonus code that required a deposit. 

I have the screenshot from her account showing the bonus code she used. Since you guys deactivated my account I am unable to provide a screenshot from my account. I will be needing this screenshot sent to my email as soon as possible please. 

It is important to note that we frequently play at various online casinos and both have our own accounts. We both also use bonus codes with no issues. They always honor our withdrawal requests without any concern regarding shared IP addresses or household accounts.

Furthermore, $4,000 is a significant amount of money that I rightfully won through fair gameplay. The casino’s refusal to pay these winnings is deeply troubling, especially as I have consistently adhered to their terms and conditions. I feel that Ritz Slots is exploiting a baseless technicality to withhold funds from its players.

I am requesting immediate release of my winnings. I am prepared to escalate this matter further if necessary, including pursuing legal action and filing complaints with regulatory bodies overseeing online gambling practices.

Thank you for your attention to this serious matter. I look forward to a prompt resolution.

Sincerely,

Radu Udila

Hello raduudila1990,

According to their T&C: (b) Only one promotion is allowed per Player at any given time, except when specified otherwise. Ritzslots promotions are restricted to a single instance for each Player, household, location, credit card number, and computing device, including shared ones like those in universities, fraternities, schools, public libraries, or workplaces, unless there is a prior arrangement with the Casino management.

Given that this is a violation of the casino’s rules, we are not sure we will receive a different response than what you got from the casino. In any case, we’ve sent them another reminder regarding your case and will update you as soon as we hear back from them.

Thank you.

Hello Jovana,

I understand only one promotion is allowed per player. Her and I used 2 completely different promotions though.

Also, the casino should make the rules more clear at sign up. 

Thank you,

Radu Udila

Dear raduudila1990,

We received a response from the casino rep stating that, from their side, this case is closed and your initial deposit has been refunded. This is their final word on the matter, considering the breach of their T&C, and our hands are tied here.

Thank you for your understanding.

Decided to try out this Casino and review it, I've deposited a few weeks had some ups and downs with it, had a couple of smaller withdrawals and they were instant after the KYC. Finally got a decent win and now I'm getting a bit of a run around, withdrawal wasn't instant and customer support isn't telling me anything. When I deposit to a casino I trust that they will honor their withdraw. I haven't broken any rules as I've successfully withdrawn a few times before. Aaron can I get some help? Username Ric***

Hey Casinohero132,

I hope you're having a great day. I was going to reply to your direct message to me but then saw that you posted here as well, so decided to reply here instead.

The reason for delay in your latest withdrawal is because our system detected multiple other user logins from of the IP addresses you have logged in from between your last withdrawal and the current one. Our compliance team is almost done sifting through the pile of pending investigations and your case will be reviewed some time today. My apologies for the delay, we had a bunch of cases pending due to the holidays. It usually doesn't take longer than 24 hours to review potentially risky cases, as you have experienced in December.

Your luck this month wasn't as good so we offered you a $100 free chip, from which you withdrew $200, even though your total withdrawals at the time exceeded your total deposits.

I can re-assure you I only have one account and nobody around me has one. So are you saying I won't be able to withdrawal ? 

No, I didn't imply at all that you will not be able to withdraw. A majority of these investigations result in players getting paid out. But we have to go through with them to dot the i's and cross the t's, as any unchecked fraudulent activity can quickly snowball.

Ok thanks Aaron, I'll make sure to update the outcome on here. Like I said overall experience has been good until this. Only one account ever nobody remotely around me plays online casinos. Still waiting to hear something! 

update- Still no resolution

Update- I have received my bitcoin withdrawal. 

Dear Casinohero132,

Glad to hear that! Thanks for letting us know.  We will mark this case as RESOLVED.

Hello my name is Martin your online support team accused me of fraud and would not pay me out a simple 20$  I like your site but after this i will never use your site ever again and will continue to post about my situation all over the internet 

Dear Martin Manzo,

Could you please provide us with more details about what exactly happened and what explanation you received from the casino regarding your case?

Thank you.

Ritz slots..... I don't know where to start. On one of their social media feeds they made a post that had 3 different bonus codes and then another that said any deposit will get you 280 Free Spins NO WAGERING .

so I made a deposit. That was last Wed. 
I made my deposit and then after I lost it I went to live chat to get the 280  no wagering spins since I made a deposit.

i was told that the 280 spins are actually 20 spins a day spread out over 14 days and not 280 free spins like they made it seem. 
then she told me the wagering requirement and I told her that the post said NO WAGERING. She replied telling me " great attention to detail, I'll let them know" and that was it!!! 
so all of that is BS..

to make it even worse, I was only sent a code for the 20 spins 3 times. I'm, I've still got 11 more sets of 20 to go! 
and when I went to chat I was told that I needed to deposit again first and then I was told that that promo never existed!!! Sure enough it was in fact edited but I have a screenshot of the post they made that got me to deposit !!! I showed it to the live chat for the second time and was told nope  they are not going to add the spins..... this casino is seriously fake as they come!

Dear ericadawn11-0,

Thank you for bringing this to our attention. Could you please send us screenshots of your conversation with the casino as well as your username via private message?

Thank you for your cooperation.

I hope you will help. This has become my favorite place to play. Great support, games and fast withdrawals. On the other hand. I've been waiting over 6 hours now for my withdrawal to be processed and nobody can tell me anything on live support and it really irritating me now. It was a clean deposit and a $850 win I'm waiting for it to be sent. Can you help me please? B*** is my username and Im*** is my email.

Dear XILUM,

Could you please provide us with more information about your case?

• Is this your first withdrawal at RitzSlots Casino?
• Is your account verified?
• What explanation have you received from the live chat support?

Also, on the casino's website, it says: The time it takes for the funds to appear in your account depends on the processing speed of your wallet.

Thank you for your cooperation.

Dear Martin Manzo and ericadawn11-0,

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

Thank you.

This is a great casino in many ways. The instant cashback is better than any other casino and the live agents are superb. I fell in love with this casino early on due to their diverse game offering. Many of their games are fairly unique for US players.

Dear Martin Manzo and ericadawn11-0,

Since we haven't heard back from you we will mark your complaints as closed.

Dear Amanda Kutolowski,

Thank you for sharing your feedback with the LCB members. Should you need any assistance, we're here.

Dear XILUM,

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

Thank you.

My withdrawal at RitzSlots has been pending for 3 days. Support stopped taking my chat request. The withdrawal amount is 731.00 dollars. My payouts are usually processed within 15 minutes.

Disputed amount: 731$

Casino: RitzSlots Casino

Case #: 2871

Dear Sony1526,

First of all, welcome to LCB.

Could you please confirm if your account has been verified? 

We've contacted the casino rep to check your case and will let you know as soon as we receive their response.

Thank you.

Hi Sony1526,

The delay in processing your withdrawal was due to a compliance check triggered by an algorithm. I am happy to inform you that our compliance team has reviewed your request a few hours ago and found everything to be in order. I understand it can be a bit frustrating to wait, but casinos have to conduct periodic checks to combat fraud in order to continue operating.

Your withdrawal is now being approved and should reach you shortly. Thank you for your patience, and if you have any further questions, feel free to reach out to me directly or our chat support team.

Dear Sony1526,

Please update us once you receive your withdrawal.

Thank you.

Withdrawal received. Thank you for the explanation for the delay. 

Great news, Sony1526!  We will mark this as RESOLVED. Enjoy! 

Username: Dpe***

Hi Aaron I was wondering if you could take a look at my account. I made two deposits in a row. The second deposit I won about $3k and went to submit a withdrawal. Both deposits were made via crypto, as stated in the T&C on Ritz,  KYC is not required for withdrawals if the player deposited via crypto. However I was asked to provide documents, I happily obliged despite not being required to based on your terms and conditions -as I've been kyc'd at many casinos in the past with no issues and honestly I have no problem with providing documents. 

With that said there was an issue where my birth month was entered in twice 09-09-1989 due to an autofill glitch through the website. My birthday is 09-21-1989. The team never reached out to me about this. I had to continuously reach out to the team to find out the status of my withdrawal. Finally they said the birthday doesn't match up. That they would need more documents. I sent in the picture of my passport as well showing everything once again, in good faith even though the casino states that KYC is not required for crypto depositors. 

It has now been 4 days since the initial withdrawal request. I reached out to support today once again and they said it's just a small hiccup it should be resolved soon. However given the time frame I think 4 days seems a bit excessive for an investigation.  

This has never happened to me before at any casino, I have performed thousands of withdrawals through all my years at my frequent six casinos. Really hoping you can step in and expedite this to resolve this matter. I think I've remain patient for a long enough time 

Kindly, 

Dennis Emerson

Dpe****

Dear dpemerson76,

Please keep in mind that casinos, in some cases, reserve the right to request certain document copies to verify your identity, especially in specific situations like this one (where there was an error with the date of birth). Depending on the complexity of the case, document review may take several days.

However, the casino rep is notified about this matter so please keep an eye on this thread for updates.

Thank you.

Thanks so much for the response. I understand the need for the documents. Like I said I was happy to oblige and provide whatever they needed.

Wanted to report that I received an update from Chat support, the team is currently working to update my Birthdate in their system. (Hopefully that means progress) 

Update, they have fixed the birthday issue day 4. Now the casino is saying funds haven't been sent because there is an issue with the gateway payment processor. 

Dear dpemerson76,

Please keep us updated and let us know if further assistance is needed.

Dear XILUM,

Since we haven't heard back from you we will consider this case closed.

Thank you, will do. Day 5 and support still has no answers as far as the actual withdrawal being approved or sent.

I have reached out to management with no response. I have reached out to support with no response, I have reached out to pay department with no response. I have filed a complaint through LCB with no response from the casino representative. I would like to escalate this. 

Thank you

Day 6 and still crickets with zero communication. When I follow up with chat support they are confused as I am. 

Stall tactics:

1) Casino requests  kyc documents ( t&c states not required for crypto deposits)

2) Birthday is wrong (even though I entered it correctly and site glitched) so fraud department needs to investigate.

3) more kyc documents requested

3) team needs time to update birthday through profile

4) can't pay out because there is an issue with the casinos gateway system processor.

5) team is reviewing payout ( 3 days of this)

Well since I'm on day 6 of no withdrawal payout in sight for $2900k Thought I'd check back in with chat support after being ghosted by the entire team for a week. Surprise surprise.

No movement, no updates. Hopefully Monday Ritz casino pays out

Dear dpemerson76,

After reviewing the screenshot you uploaded, we had to remove it for privacy protection reasons.

We've contacted the casino rep again and requested an update reagrding your case. Keep you posted.

Thank you for your patience.

Issue resolved. Received winnings in full this morning. Thanks for all the help in mediation

Glad to hear that, dpemerson76! You are most welcome! Enjoy! 

We will mark this as RESOLVED.

Hi Dennis,

I have waited to post here till after we got a resolution from our compliance team. I am glad we were able to successfully process your withdrawal and to pay you out.

Here's the reason for the delay. During signup you entered the incorrect birthdate. Then there were quite a few player profiles with the same birthdate as you. This is an instant red flag and would result in majority of casinos denying your withdrawal right away. We went the other way and kept waiting for our compliance team to complete all their checks in orer to come back with a verdict.

Many players who commit fraud on online casinos do so by creating multiple accounts and they enter slightly different details for each account. Our compliance team had to closely cross out any link between between your profile and dozens of other accounts before we could pay you out. My apologies for keeping you waiting while this process went on, but it is vital that we look into such cases closely before deciding to pay out, or we will invite more fraud on our platform.

I would also like to emphasize that your posts here or on any other forum did not, in any way whatsoever, influence our final decision. But we are extremely happy that the investigation ended in a positive decision. We strive to be fair to all our players.

We wish you all the very best for your future gameplay.

Cheers!

Aaron

Appreciate the response. Will adjust my reviews accordingly.

Going forward, I could suggest  a simple email from the team- it would go a long ways to put a legitimate player at ease. No follow through for 6-7 days is nerv racking and not fair to a real player who deposited our hard earned money.

Thanks