Ritzo Casino - Isplata dobitaka igrača je odložena.

The casino said that I had to be re-verified even though I was verified prior to the withdrawal. I submitted the documents right away. They said that they were processing it and they never did. I talked to several people, including their VIP manager. He said that I was verified and that my withdrawal would happen immediately on Monday now I’m talking to them again and they’re saying that they don’t have my documents and can’t process my withdrawal.

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Dear sycocity,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I'm sorry to hear about your negative experience. Please allow me to ask a few questions to better understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• How did you send the documents? Did you upload them on their website or email them (if by email, please include the email address)?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Dear sycocity,

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.