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Hello, I would like to file a formal complaint against Ritzo Casino due to a serious and unjustified delay in verifying my account (KYC) and the blocking of my withdrawals.

I uploaded all the required documents a full 40 days ago. Despite the casino's terms and conditions specifying that verification takes up to 72 hours, my application is blocked. My current account balance is as follows: I have two pending withdrawals of €700 each (for a total of €1,400) and a remaining balance of €205, for a total withheld amount of €1,605. I have not used any bonuses; these are entirely real-money winnings.

Today (September 14, 2026), after I sent a reminder email, the Ritzo Casino Support Supervisor closed my support ticket, marking it "WARNING: Illegal Account Retention and Pending Withdrawals" and merging it with a previous ticket (#3706652) for which I never received details. Chat support also dismissed me, simply telling me to wait. I received no explanation as to why this was done, nor was I charged with any specific violations.

I request your intervention so that the casino can immediately verify my account and release the total amount of €1,605. I'm attaching a screenshot of the ticket closure email I received from their support.

Salve, desidero aprire un reclamo formale contro Ritzo Casino a causa di un grave e ingiustificato ritardo nella verifica del mio account (KYC) e del blocco dei miei prelievi.

Ho caricato tutti i documenti richiesti ben 40 giorni fa. Nonostante i termini del casinò specifichino che la verifica richiede un massimo di 72 ore, la mia pratica è bloccata. Al momento la mia situazione finanziaria sul conto è la seguente: ho due prelievi pendenti in coda da 700 EUR ciascuno (per un totale di 1.400 EUR) e un saldo rimanente sul conto di 205 EUR, per una cifra complessiva trattenuta di 1.605 EUR. Non ho utilizzato alcun bonus, si tratta di vincite generate interamente con soldi reali.

In data odierna (14 settembre 2026), dopo aver inviato un sollecito via email, il Support Supervisor di Ritzo Casino ha chiuso il mio ticket di assistenza contrassegnandolo con la dicitura "WARNING: Illegal Account Retention and Pending Withdrawals" e unendolo a un ticket precedente (#3706652) del quale non ho mai ricevuto dettagli. Anche l'assistenza in chat mi ha liquidato dicendo solo di aspettare. Non ho ricevuto nessuna spiegazione sul motivo di questa classificazione, né mi è stata contestata alcuna violazione specifica.

Chiedo il vostro intervento affinché il casinò proceda all'immediata verifica del mio account e allo sblocco della cifra totale di 1.605 EUR. Allego lo screenshot dell'email di chiusura del ticket ricevuto dal loro supporto.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila