Well, I told you that first you will have to file a complaint with us to get our team to deal with you, I posted a link in my previous replies (green letters). We cannot contact the casino without that. First you have to explain to our team what happened and go through the process and then the casino is contacted if we think they have really made a mistake and we are on your side.
So again, click on this link and open a complaint if you want our help.
I play at a lot of online casinos and have for several years, using litecoin, mostly. I had two favorite casinos; Casino Adrenaline, and the new Ritz Slots. I happened upon Ritz accidentally, but fell in love quickly. They offered games not usually offered, generous cashback terms, and a wonderful staff of live chat agents. The site was extremely glitchy at first, but they always made things right. However, everything that made this site a stand-out is gone. All of the best game providers were lost, replaced by ridiculous providers no one has ever heard of with spotty graphics and illogical, unrecognizable rules. Cashback has become laughable, restricted to ACE slots (the WORST!) play much of the time, only for a max withdrawal of $20. I have deposited thousands and not won enough to withdraw more than the $20. If you do make playthrough, they claim you played an "non-allowed" game, however, "slot" game is not defined anywhere and it is not intuitive here that I can find (I assume because the definition is fluid). At any rate, 6 months ago, I was their greatest endorser, but now, I tell you, steer clear. This is a casino that management has ruined.
So, have you noticed all this after the change of the casino management, right?
Please know that if you ever encounter any issues regarding some forbidden game that is not mentioned in the terms anywhere, our complaint team could try to help you out. Just let us know. 😉
I don't know for sure there was a change in management, but there was definitely a drastic change in how the casino is managed. There was a rather sudden change in game providers (that continues), policies, and rewards. I have emailed support about the unlisted prohibited game and will wait for their response before submitting a complaint. Thanks!
No worries at all, we'll be waiting for more information from you.
Hopefully, they will be able to fix everything.
Well, they offered to refund my weekly cashback, to give me a "do over." However, I declined, so I will not submit a complaint as that's not fair. However, I do want to share the email exchange as the casino's response was kinda incredible. They actually put it on the player to go to each game provider's website to research ourselves what games are considered "slots" and which are "instant games." With this statement, they implicitly acknowledge their own T&C's do not define "slot" and there is no list of non-slots or prohibited games anywhere on their platform. This is opposite 
to every other casino where I play, it's very easy to identify what I can and cannot play with a bonus. To make players have to locate each provider's individual website and then find game designations (and not tell players that was is expected of them) is kinda shocking, frankly. Do what you will with this info, but I am just done with Ritz Slots. Thanks!
Yeah, that is absurd.
It is not very difficult to write it clearly in the terms, in my opinion.
Everyone will surely understand the reason you won't play there anymore, and this way the casino is losing its players for nothing, actually. Just simply update the terms, right? Easy.
By the way, also our dedicated data team has sometimes difficulties spotting the difference between some games, as you said, slots or instant games, for example. So how could players know that for sure if the casino doesn't say that clearly? 🤷♀️
Depois de ganhar com um bônus sem depósito, tentei sacar e me disseram que não posso porque a promoção não é válida para a Espanha!
Depois de me darem o bônus, eles se recusam a me pagar depois de cumprir os requisitos!
Vamos lá, uma vergonha total de cassino...
Hello (Kitty!),
Must feel like a terrible joke. Just to be 100% sure, was there any money involved in this bonus? I know you said it was a no-deposit one, but I just want to be certain you did not lose your money somehow. Losing time on such an unfortunate offer is, of course, a negative experience. Did they at least apologize?
I would say that once the offer is accepted, even if the casino made a mistake in offering it to you, it makes sense to honor the deal so you don't have to feel this way.
Olá Radka,
Não, não havia dinheiro, era um bônus sem depósito, não perdi dinheiro, mas perdi tempo!
Mas não entendo porque me deram esse bônus se o país em que estou é excluído... só depois de perder tempo e ao tentar fazer o saque eles indicam que não pode ser feito, me parece que esse é o motivo de não pagar os usuários!
Bem, eles se desculparam... seria uma maneira de dizer! 
I have still yet to receive any updates about my winnings or any response from any team from ritz. Nothing since april 6th. I have now escalated this issue to the proper business bureau.
Olá Radka,
Não, não havia dinheiro, era um bônus sem depósito, não perdi dinheiro, mas perdi tempo!
Mas não entendo porque me deram esse bônus se o país em que estou é excluído... só depois de perder tempo e ao tentar fazer o saque eles indicam que não pode ser feito, me parece que esse é o motivo de não pagar os usuários!
Bem, eles se desculparam... seria uma maneira de dizer!
Yeah, it is surely understandable that you are frustrated about that. They should have an automatic block or something so this kind of situation doesn't happen, right?
Did they compensate you somehow at least? Maybe there is some other bonus available for your country?
How long have you been playing at this casino, by the way?
I have still yet to receive any updates about my winnings or any response from any team from ritz. Nothing since april 6th. I have now escalated this issue to the proper business bureau.
Have you tried to submit a complaint here with our team, though?
Perhaps we could help you out with this. 🤷♀️
I thought I did
There's no evidence of it in our system at all.
So, here is the link where you can do so. Luckily you still have time to do it, as we are unable to solve complaints older than 6 months.
If you have any problem with submitting, please let us know for sure.
Não, nenhuma compensação, nenhum bônus, nada!
Foi a primeira vez que joguei e também a última, já que não deposito onde não me deixam sacar!
Completely understandable. Better move somewhere else, right?
I mean i can yall even do anything about this, I literally have 60 plus emails to them and no replys. Online support just tells me they waiting and have no replys. I check everyday. Iv even sent letters and emails to the share holders of the company and sent letters to their corresponding busines bureau. I still have 123k sitting in the account and a deposit pending since april 6th
I was really just making a post to make people aware that this casino is a fraud.
Good on you.
If you gave us a chance, we could help perhaps, but we are unable to do so if no complaint is filed, you know.
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