Ritzo Casino - Os ganhos do jogador foram confiscados.

I am filing this complaint against Ritzo Casino for the unjustified confiscation of €93,374.28 in winnings.

​I deposited and played with REAL MONEY. I did not have any active bonus during my gameplay. After a successful session, my total balance reached €95,374.28.

​Upon requesting a withdrawal and completing the KYC process (all my documents were approved), the casino informed me via email that they had confiscated the majority of my funds, leaving only €3,500 in my account.

​The casino justifies this action by citing a clause in their Terms and Conditions stating that players who have made 5 or fewer deposits have a "maximum withdrawal limit" of €3,500 for their entire account history.

​I believe this clause is predatory and extremely unfair for the following reasons:

​The winnings were generated from pure real money without any bonus advantage.

​A "Max Win/Withdrawal" cap on real money deposits is considered an "unfair rule" by industry standards and mediation portals.

​I was allowed to deposit and play without any warning about such a restrictive cap on potential winnings.

​I have used the remaining €2,000 left on the account, but I want to clarify that this DOES NOT constitute an acceptance of the confiscation. I am demanding the full restoration of my legitimate winnings.

​I have screenshots of the balance before the confiscation, the email from the casino support, and the confirmation of my approved KYC.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Have you received any withdrawals from this casino before?
• Could you please forward me the email you received from the casino after your winnings were deducted, along with all the subsequent communication betwen you and customer support at veronika.f@casino.guru?

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

Best regards

Veronika

Hi Veronika, I only played the slots; and yes, they let me withdraw 500 euros. I have sent everything in my possession to the email address provided above. Thank you for your availability. I look forward to hearing from you.

Hello Battista,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Battista

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello AK1982888,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

We would also like to invite Ritzo Casino to participate in this discussion.

Dear Ritzo Casino,

While we acknowledge that rule 9.2. The maximum withdrawal amount is €3,500 for players who have made five or fewer deposits, regardless of their use of the welcome bonus. is indeed publicly listed in your terms and conditions, and players agree with your T&Cs when they register their accounts; however, applying such a rule does not align with the standards of fairness and transparency that players and we as well rightfully expect from reputable gaming establishments.

We are aware that in certain jurisdictions, the win limits can be mandated by local laws or regulations. We would like to see them gone, but we understand that casinos need to follow regulations; however, to the best of our knowledge, no such regulation is mandated for Curaçao-licensed casinos.

If the casino's voluntary (i.e. not required by law) win limit is very high (€500,000, for example), we still don't approve of it, but we are able to tolerate it in most cases (depending on the specifics of the limit), as long as it doesn't apply to progressive jackpot wins. However, this doesn't seem to be the case here, as the maximum withdrawal amount of €3,500 for players who have made five or fewer deposits does not seem to be fair. Such a rule is nowhere to be found in top casinos.

As we mentioned in our Fair Gambling Codex.

With this in mind, we would like to respectfully request a reevaluation of this matter, as we feel that the player deserves to receive their full winnings, particularly since these appear to have been earned through genuine monetary play without any bonuses involved.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Hi Michael, thank you for taking charge of my complaint. I would just like to clarify a few points:

The maximum withdrawal amount is €3,500 for players who have made five or fewer deposits".

​Any professional gambler and legal expert knows that a WITHDRAWAL LIMIT (how much you can cash out per month/transaction) is NOT a WINNINGS CAP (a limit on how much you can win). By zeroing my balance, Ritzo is breaching its own Terms & Conditions and illegally seizing my funds.

​I have played fairly, my account is verified, and I used real money. This is an unacceptable and predatory practice.

Best Regards

Battista Falconi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.