Ritzo Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί.

On Sunday, 27th of October, I made a deposit of €20 at Ritzo casino, which I lost immediately. Subsequently, I activated a bonus of free spins that awarded me €95. Later that same day, I played a game with the €95 and won €1000. After much play, my total reached €1300, and I was informed that I needed to wager the €95 multiplied by 45. As I was playing to meet the wagering requirement, I got close to 50% progress when suddenly, my balance was reset to zero, and I was told that the bonus duration was 24 hours, which was not mentioned anywhere as far as I saw. This happened to me in only 8 hours. I sent a message through chat, and they told me the bonus period had expired and offered me either 50 free spins or €20 bonus money, which I did not receive. Please, if anyone can help me or advise on what to do, I would appreciate it. I have photos of our conversations as proof. Additionally, whenever I attempt to send a message in the chat, they claim I will be updated, and yesterday, they blocked me for a period until I sent them an email.. Please, if anyone has any information, respond to me.

Την Κυριακή 27/10 έκανα μιαα κατάθεση των 20€ στο Ritzo casino τα οποία και έχασα κατευθείαν στη συνέχεια ενεργοποίησα ένα μπόνους δωρεάν περιστροφών το οποίο μου έδωσε 95€.Την ίδια μέρα το βράδυ παίζω ένα παιχνίδι με τα 95€ και μου δίνει 1000€.Μετα τα πολλά έφτασε το ποσό 1300 και μου είπαν ότι πρέπει να το τζιραρω τα 95€ ×45.Οσο έπαιζα για να τζιραρω είχα φτάσει κοντά στο 50% του τζιραρισματος και ξαφνικά το με μηδένισαν και μου είπαν ότι το μπόνους έχει διάρκεια 24 ώρες που από ότι είδα δεν αναγράφεται πουθενά.Και πάλι σε εμένα αυτό έγινε στο 8 ώρες.. Με τα πολλά του έστειλα μήνυμα στο τσατ το οποίο μου είπαν ότι έληξε το μπόνους και αν ήθελα 50 δωρεάν περιστροφές η 20€ χρήματα μπόνους ,τα οποία και δεν πήρα. Σας παρακαλώ αν μπορεί να με βοηθήσει κάποιος η να μου πει τι να κάνω..Για όλα αυτά υπάρχουν φωτογραφίες από τις συνομιλίες μας. Επίσης όταν πάω να στείλω μήνυμα στο τσατ μου λένε ότι θα ενημερωθώ και χθες με μπολκαραν για κάποιο διάστημα μέχρι που τους έστειλα μέιλ.. παρακαλώ αν κάποιος γνωρίζει να μου απαντήσει

Dear eirinakikirt1983,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ritzo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot or a link to the particular bonus you activated and played?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear eirinakikirt1983,

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.

It's been almost a week since they told me they would email me to let me know about the issue and so far I haven't heard from them. They are mocking us to our faces!!!

Έχει σχεδόν μια βδομάδα που μου λένε ότι θα μου στείλουν email για να με ενημερώσουν σχετικά με το θέμα και μέχρι τώρα δεν έχω καμία ενημέρωση από αυτούς. Μας κοροϊδεύουν κατάμουτρα!!!

Dear eirinakikirt1983,

Could you please clarify which bonus you activated?

Could you please clarify whether you agreed with a bonus as compensation or not?

In short, they ate our money, they are not reliable.. Where did you hear that they reset you to zero in 8 hours after activating a bonus? As soon as he had turned around, they zeroed us out..

Με λίγα λόγια μας φάγανε τα λεφτά δεν είναι αξιόπιστοι..Που το ακούσατε να σε μηδενίζουν σε 8 ώρες μετά από την ενεργοποίηση ενός μπόνους? Μόλις είχε τζιραριστει μας μηδένισαν..

Dear eirinakikirt1983,

Please read my questions and try to assist.

You wrote:

Subsequently, I activated a bonus of free spins that awarded me €95

• Which bonus did you activate? please provide a link or a screenshot of the bonus.
• In your conversation with the casino after the incident, did you agree with the compensation in the form of 20€ or 50 free spins?

Dear eirinakikirt1983,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.