Ritzo Casino - Ο παίκτης πιστεύει ότι η ανάληψή του καθυστέρησε.

On Monday, August 3rd, I deposited approimately $100 to my account with a 75% bonus with 1x playthrough, max bet of $10, and max cash out of $10000. I play alien fruits and easily cleared the bonus after winning approximately $1100. I cashed out $700 and left approximately $400 in my account. The withdrawal was approved in about 30 minutes and the bonus funds were removed from my account. This left me with around $300 to continue playing. I continued to play alien fruits at $1 bets per spin and won another $2000. I recalled the withdrawal for $700 and changed it to $2600 leaving myself about $400 to continue playing. I lost the $400 and recalled the withdrawal 2 more times so I could deduct additional money to continue playing with. My final withdrawal was for $1600 on Monday night of the 3rd around 830pm. I have played at this casino before and lost and won and also cashed out with the funds being transferred to my wallet in about 2 hours time. It has now been 3 days and I have not received any comunication from the aite regarding my payout. Last night around 9pm I reached out to customer service via chat to find out what the delay was and was informed that they are having technical difficulties and I need to change my payout method from litecoin to bitcoin. I did this multiple times and within 30 seconds the funds were again in my account causing me to request another payout. I was assured by the customer service rep that this was being looked at by technical support. I went to bed and contacted support again upon awakening and was told that they continue to have a technical issue with only my account and no one elses and they are working on it. They are not providing a time frame for when this will be resolved and I do not feel they are providing me with an honest answer about why there is such a descrepancy in their 30 minute payout terms as listed in their faqs section and my experience. I am debating whether I should deposit to this casino in the future out of fear that I will not be paid in a timely manner with no explaination, contact, updates, or valid reason for the delay. I can understand that perhaps there is a technical issue with the program and my account but that should not prevent someone from using a bitcoin wallet and providing payment according to the timeframe posted in the faqs section. I ask for assistance and resolution of this issue and also request that ritz casino provide better communication with their customers when a delay occurs. Thank you

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Dear Inerallnight,

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

Dear Inerallnight,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Inerallnight,

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