False alarm. , i finally got it to work. The info is kinda vague on it. But I guess just message me directly please if you can help me
Hello, there is no way to message you directly, and to be honest, I probably did not understand you well... But, if you read the instructions, you will understand the complaint feature far better, I guess. It's beneficial to have a clear understanding of what to expect.
https://casino.guru/guide/complaint-resolution-instructions#process
Basically, it takes some time, and we do not call the casino the first day.
Best of luck and be patient, please.
You mentioned you do not call the casino first day, so does that mean yall have a actual phone number for this place? Because according to online support they only email . Beepers and emails apparently. Online support cant even get intouch with the "relevant " team. Like noone in the company has ever used a phone . Im being kinda sarcastic here, but not really. They told me all they do is email. , they all have never talked to their boss other than email. No communication other than email they say. Wellllllllll. So if you add up everytime I sent emails personally and never got a response, and if you add in online supports emails to the payout team that have never gotten a response back to them. Then your looking roughy 120 email not responded to. 4/4 mine personally and rest support to payout team. Kinda wild that I won 123 thousand dollars and noone talks about it , I'd love to promote the hell outa Ritz and keep playing. But yeaaaaaaaa abou that. Wouldn't it Albert a perfect market grab to say somone hit bug at your casino . Yea apparently not to them. I bet i have the highest balance on their site.
No, we do not usually call the casinos; we prefer written statements instead. Makes the communication less prone to misunderstandings and if the need arises, we can always show them the "previous version" of the statement, if you catch my drift. 🙂
Therefore, do not worry; sometimes the affiliates become involved too, and since the casinos basically know that ignoring the request ends with black points, only the wildest ones dare to ignore my colleagues.
If I'm not wrong here, the casino told you they are still waiting for the game provider's confirmation. To be honest, I believe it should have been completed by now, considering it has been pending since April. So, it was really a smart choice to come here to complain.
I hope the complaint will be successful!
I claimed the $100 free chip (WELCHIP100) and played through it exactly as required. The terms restricted me to just six eligible games, and I wagered over $3,000 before finally clearing the bonus. Against the odds, I built my balance up to $403.
When I tried to proceed, the casino immediately cut my balance down to $50 — removing $350 of what I had legitimately won. This was despite the fact that the bonus, as advertised publicly (including on Wizard of Odds), clearly listed a $100 maximum cashout for this promotion. Instead of honoring the $100, a hidden $50 cap was applied.
I contacted live chat, but the manager first tried to claim that I was playing from the UK, even though I had already submitted valid Canadian KYC documents. Later, I was told that even the $50 "withdrawable balance" could only be played on Ace Slots games. The manager’s exact words: "No, since the money has been converted into a withdrawable balance automatically when you have met the wagering requirements. You can play other games when you redeposit." This makes no sense — if a balance is truly withdrawable, it should be usable on any game.
Finally, when I attempted to withdraw just $44, the request was flat-out rejected. The excuse given was "multiple accounts associated with your IP address," even though I am a single, verified player with no other accounts. This felt like a last-minute justification to avoid paying anything at all.
The Terms & Conditions do mention a $50 maximum withdrawal for free spins (clause 6.9b), but no such cap exists for free chips. Applying undisclosed or inconsistent limits after the requirements were met in good faith is misleading.
Winning big from a free chip is rare, and instead of honoring the promotion, RitzSlots has shown a pattern of reducing balances, applying hidden restrictions, and inventing reasons not to pay. This experience left me convinced the casino is more interested in finding ways to avoid payouts than in treating players fairly.
That's funny and quite relatable which makes it all too true! I too was screwed out of a $1200 win as they stated I played a game that was a "non slot"! I said, "How the hell am I supposed to know whats a slot and whats not? Its your casino, should that not be your responsibility?". They says it clearly states on the bonus and I guess we as players are just supposed to know what is classified a slot and whats not! So I ended up losing all my winnings from that one, but they did offer to give me the deposit plus my bonus to try again, which I accepted. I am almost positive its lost though! Either case, I have had decent experience with them as far as payment is concerned. Every time since I have won they have paid in full within 24-48 hours. I think the most i have won at once is $1200 USD but in good faith it has been paid in full each time. All in all U have deposited roughly $8-9k USD and I have withdrawn maybe $5500, so I'm definitely down and it also seems as if something peculiar is going on with some of the games during gameplay. Its like one day the games will be great and fair and actually give you a chance to win, then the next day, especially after a win, I'll play the same game, and its almost as if its a completely different game! All of a sudden I am unable to land one decent spin paying more than $2.00 and previously this would have never been the outcome. I mean I would scurry through $200-300 USD and ultimately win nothing! This has happened on numerous occasions, however, I have since leveled the playing field with a decent win that justifies my continuance still being a avid customer. I am not sure whether they are legit or not for sure, but for smaller amounts they seem to pay and within a reasonable time frame.
I only wanted to relay my experience with Ritz and the truth about everything I have noticed and/or had the privy of being exposed to.
I would go hard and look into an international lawyer, you have proof on the documents you hold. I can verify those are 100% legitimate as i play there daily! If I won that kind of money I can assure you I would have been messaging them daily on the hour everyday until it was resolved. All you can do is spam them acrossed every casino forum on the net! That is your best bet, the legal route an be lengthy and can cost a few bucks unless you can find someone pro Bono. Which with a sum like that I think you would have a fair chance of finding one to help your cause. Don't let them get over on you, if you have to, you locate their establishment and everything and find a way to visit them in person with your lawyer. Don't fuk around with them, also even though they are not licensed you can go to whichever gaming commission operates in their jurisdiction, if they were to get light if such a high dollar legitimate scandal of an Ameri an, chances are they would see to it they would no longer be operational in their neck of the woods! I would take that very personally, but thats just me, you seem very calm and collected, I would have lost my head and been at their doorstep after the 2nd week! Bravo for keeping a cool head, cooler heads prevail, i would probly ruin it and get nothing for being an overbearing hothead! But thats not a little bit of money! Thats life changing money brother! Go get that paper! Its rightfully yours now!
Did you try to get your withdrawal via crypto? That's what I would do! It goes through instantly! If going through a bank it could be issues with IRS/CBP etc, anything 10k or more must be declared, I'm not sure how that works coming overseas if its transferred through a bank that is.
Ohhhh. I can assure you , im not calm and collected, lol, but kinda like you said I kind of have to be to get anywhere, and yes. Im thinking all those thoughts your thinking , like I said or if I didnt , I tracked down the sole share holder of the joint and sent him a letter in the mailbox , just trying g to get some wheels turning , I also tracked down alll th3 game providers I won with or played in that session, thunderspin being the main one will not answer me now , their games are now taking off Ritz slots , I have sent letters to their business bureau , forgot what ut was called . Iv done everything but get a plane ticket like you said lol. And im just saying. 123 thousand dollars is worth coming get. 🙂
No this is all done normal crypto deposits and withdraws. No bank account. They have rules on withdraws. Its like 10k is most you can withdraw at a time , has to be every other day , and no more than 40k a week , so basically I have to withdraw my 123k 10k at a time , every other day , I put in the first withdraw and the rest is what your seeing g , haven't gotten 1 penny of the winnings , and haven't had any of my 70 pus emails responded too. Only online support telling g me they waiting on a response from payout team. And only update I barly got was payout team waiting on verification from game providers, I heard that like a month ago , before that was nothing .
And as iv stated before, I haven't done wrong, they "haven't technically done wrong " even tho they ignore me and holding my winnings " they haven't said i did anything wrong becuae I haven't, so they just have nothing to say , nor the money to pay me apparently
They have done you wrong bro, believe that! They speak to that payout team daily! You know how many customers they have daily? They are constantly making deposits and withdrawals all day long. The support team is blowing smoke up your ass on the boss man's order..
Honestly it pisses me off!
Oh ik bud ,, ik. After th3 first 2 weeks went by. I started digging and figured out all this , trust me ik what's going on , I log in everyday , and ask online support questions. Just to document shit now , they now just give me a automated response and then ignore me
Dionysus Ventures Ltd
2nd Floor College House, 17 King Edwards Road, Ruislip, London, United Kingdom, HA4 7AE
I claimed the $100 free chip (WELCHIP100) and played through it exactly as required. The terms restricted me to just six eligible games, and I wagered over $3,000 before finally clearing the bonus. Against the odds, I built my balance up to $403.
When I tried to proceed, the casino immediately cut my balance down to $50 — removing $350 of what I had legitimately won. This was despite the fact that the bonus, as advertised publicly (including on Wizard of Odds), clearly listed a $100 maximum cashout for this promotion. Instead of honoring the $100, a hidden $50 cap was applied.
I contacted live chat, but the manager first tried to claim that I was playing from the UK, even though I had already submitted valid Canadian KYC documents. Later, I was told that even the $50 "withdrawable balance" could only be played on Ace Slots games. The manager’s exact words: "No, since the money has been converted into a withdrawable balance automatically when you have met the wagering requirements. You can play other games when you redeposit." This makes no sense — if a balance is truly withdrawable, it should be usable on any game.
Finally, when I attempted to withdraw just $44, the request was flat-out rejected. The excuse given was "multiple accounts associated with your IP address," even though I am a single, verified player with no other accounts. This felt like a last-minute justification to avoid paying anything at all.
The Terms & Conditions do mention a $50 maximum withdrawal for free spins (clause 6.9b), but no such cap exists for free chips. Applying undisclosed or inconsistent limits after the requirements were met in good faith is misleading.
Winning big from a free chip is rare, and instead of honoring the promotion, RitzSlots has shown a pattern of reducing balances, applying hidden restrictions, and inventing reasons not to pay. This experience left me convinced the casino is more interested in finding ways to avoid payouts than in treating players fairly.
Did you also read the terms of this free chip when you got it, please?
Just to make sure if the maximum withdrawal was mentioned there, you know.
Our complaint team has already started to investigate this issue, so whenever possible, please reply to some additional questions here.
So check this info. 
Welp they just turned my in-game chat off. I was asking forma update like I do everyday , all day usually. Mia ignored me when I asked other questions then boom turned my whole chat off .
Hi,
So last weekend (Saturday November 1st), I hit the 1000x jackpot on Thunder Crowns. My exact total win was $1569. I instantly cashed out $1500. In the past, Ritz has always been super fast with withdrawals.
By Tuesday, I was beginning to get a little bit antsy, as this had never happened before... I had contacted support multiple times, yet was still receiving the same song and dance with no actual answers as to why this was taking so long. So then I thought maybe it was because it was over $1000. So I rejected my withdrawal and made a new withdrawal for $900 - keeping the other $600 in my account.
By Wednesday, still nothing.
Yesterday, Thursday, still no answers.
Today - Friday November 7th, nothing - and my $600 that was left in my account is now missing.
Maybe you can help... I'm very loyal to Ritz, but this is getting absurd.
Cheers!
Have you tried to ask the support about this situation, though?
Please let us know any updates on Monday, and hopefully they will be able to resolve it without our intervention.
Δωρεάν επαγγελματικά εκπαιδευτικά μαθήματα για υπαλλήλους online καζίνο, με στόχο τις καλύτερες πρακτικές του κλάδου, τη βελτίωση της εμπειρίας των παικτών, και τη δίκαιη προσέγγιση στα τυχερά παιχνίδια.
Μια πρωτοβουλία που ξεκινήσαμε με στόχο τη δημιουργία ενός συστήματος καθολικού αυτο-αποκλεισμού, που θα επιτρέπει στους ευάλωτους παίκτες να μπλοκάρουν την πρόσβασή τους σε όλες τις ευκαιρίες online τυχερών παιχνιδιών.
Μια πλατφόρμα που έχει δημιουργηθεί για να επιδείξει όλες μας τις προσπάθειες που στοχεύουν στην πραγματοποίηση του οράματος ενός πιο ασφαλούς και πιο διαφανούς κλάδου τυχερών παιχνιδιών.
Ένα φιλόδοξο έργο στόχος του οποίου είναι να τιμήσει τις μεγαλύτερες και πιο υπεύθυνες εταιρείες στον κλάδο των online τυχερών παιχνιδιών και να τους αποδώσει την αναγνώριση που αξίζουν.
Θα ανακατευθυνθείτε σύντομα στον ιστότοπο του καζίνο. Παρακαλούμε περιμένετε. Αν χρησιμοποιείτε λογισμικό αποκλεισμού διαφημίσεων, ελέγξτε τις ρυθμίσεις του.
