Ritz Slots Casino - Povlačenje igrača je odloženo.

I have done 2 withdrawals from them in the past without any problems.

This time they say I've been flagged for money laundring and they are waiting for the payment provider. But they don't give me any timeline or more details.

The chat agents tell me they don't have enough access.

Hello,

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

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

• Could you please describe your activity in the casino before your account was flagged? (Volume of deposits, withdrawals, and bonuses)
• Have you passed account verification in the casino? Which documents were you asked to provide?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue, especially the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Tomas, thank you for your quick reply.

Please find more details below.

I have emailed you chats, deposits, withdrawals and email logs.

I've played on Ritz for a while due to their no rules bonuses, I've won and taken money out twice already without problems. I've always funded my account with LTC from my Trustwallet.

They first told me the withdrawal was just pending, but then they changed it to my deposits being flagged for money laundering, this was done after I had done another deposit and won more money...

When I first tried to do this withdrawal it was rejected as they had to remove the sticky bonus amount, and that went very fast, after they rejected they told me to do another withdrawal with the new amount and I did that right away. They informed this over email, please see attached.

While waiting, I deposited more money on 22 august to claim a bonus, and I won more, so I have another $1969 I want to withdraw as well.

I did get an error when I won, it wasn't credited to my account and they claim it was a glitch because I finished by bonus wager and won at the same time (See "Chat 22 aug win error").

I haven't tried withdrawing this yet as I'm waiting for my previous withdrawal.

I chatted with them on this day regarding depositing more and the win error, and they didn't mention any issue but told I can continue depositing and playing.

25 Aug- over a month after the initial withdrawal, was the first time they mentioned regarding the money laundry reason over chat.

The total amount I have at the casino is the pending withdrawal of $1755 plus $1969 in the wallet.

I have passed the KYC process, I've filled in all details on the sit, as well as sharing passport and passport selfie.

I only play the casino slots, nothing else.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tomas, thank you very much for your assistance.

Michal, please let me know if you need anything further from my side.

Hello TDog77,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Ritz Slots Casino to join the conversation.

Dear Ritz Slots Casino,

I kindly request clarification regarding the status of the player's withdrawal that has not yet been processed on your end. While I understand that the Anti-Money Laundering (AML) check could take some time, already a considerable time has passed without any progress, and it is starting to show signs of intentional stalling of the payment on your side. Could you please inform us when the player can anticipate the funds to be credited to their crypto wallet, or what can be done to expedite the withdrawal?

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at [email protected]

Hello TDog77,

I can confirm that the withdrawal request has been placed on temporary hold due to deposits being flagged for routine AML (Anti-Money Laundering) verification. This review is a standard compliance measure and is in place to safeguard both the player and the casino.

We completely understand how disappointing it can feel to have your withdrawal delayed, especially after further deposits. Please rest assured that there is no intention to withhold your funds and it is simply a matter of completing the necessary checks before we can release the payment.

While I cannot provide an exact timeframe, the case is actively being reviewed, and once the process is finalized and is in the clear, the withdrawal will be approved without delay.

We truly appreciate the patience shown while we work to close this out.

Warm regards

Kate

Dear Kate,

Thank you very much for your response.

Can you please share how long these usually take?

And should I leave my withdrawal as is? Or cancel it and make a new withdrawal for the complete amount to make the withdrawal faster?

And is there anything I can do to help with the process?

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.

Hello,

Any update regarding this?

To avoid more issues and having to do multiple withdrawals I have cancelled the old withdrawal and made a new one for the total amount..

Please see below

Hey TDog77,

We saw that you have updated the withdrawal request.

However, your previous pending withdrawal of $1755 is still under review as part of our standard AML (Anti-Money Laundering) verification process. At this time, we are unable to provide an exact completion date, but please rest assured that your withdrawal is being prioritized and we will email you as soon as we receive an update.

Thank you for the update.

Can someone reach out to me over email as well?

I have tried to reach over email for update without any response.

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.

Dear TDog77,

Have there been any developments, please?

Dear TDog77,

We are extending the timer by 3 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.

Hello

There has been no progress!

I've asked the chat but they can't help me.

I've also emailed without any response.

Dear TDog77,

Thank you for your response. I’m sorry to hear that the situation remains unresolved by the casino team, even after all this time. Despite my repeated efforts to encourage progress, there has unfortunately been little to no movement on your case. This is disappointing and does not reflect the timely and fair approach we would expect from the casino. I also haven’t received any replies from their team to my latest messages.

At this stage, there’s sadly not much more we can do, and keeping the complaint open longer wouldn’t be helpful. For this reason, I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. In the event that the casino provides a response and takes action to resolve the issue, we will reopen the complaint and inform you via email.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I truly wish the situation had turned out differently, and I’m sorry we couldn’t be of greater help this time. For future play, I’d recommend choosing casinos with strong ratings and positive player feedback to minimize the chance of similar issues.

Best regards,

Michal

Casino Guru