Ritzo Casino - Zatvaranje igračkog naloga je odloženo.

Hello, I deposited 2000 euros into this casino. Since I requested my money back and a self-exclusion via email, they haven't responded to my emails. Please help me close my account and get my money back, as I have a gambling problem.

[email hidden by Casino Guru]

Hallo ich habe bei diesen casino 2000 euro eingezahlt seit dem ich gesagt habe ich will mein geld zurück und selbstauschuss haben will per email habe reagieren reagierendie nicht auf meine emails bitte um hilfe das ich mein konto schliessen kann und mein geld zurück erhalte da ich ein spielprobem habe

[email hidden by Casino Guru]

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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.

• Could you please specify when exactly you requested to be self-excluded from this casino? Was this before you made your deposits and experienced losses, or only after your balance reached zero due to your gambling activity?
• Kindly forward me the email containing your account closure request that you sent to the casino at veronika.f@casino.guru. Please also include the casino's response and any subsequent communication regarding this matter.

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

Hello, after I made the deposit and lost everything, they closed my account immediately after I threatened them with a lawyer. Since then, I haven't heard anything; they aren't responding to my emails regarding the self-exclusion and the refund of my deposited money.

Hallo nach ich die einzahlung getätigt habe und alles verloren habe haben sie mein konto wo ich mit anwalt gedroht habe mein konto gleich geschlossen seit den habe ich nichts gehört auf meine email geben sie mir keine antwort wegen den selbstauschuss und rückerstattung mein eingezahltes geld

Please correct me, I forgot to mention that I applied for self-employment after a loss of 1000 euros.

Hello, I deposited €1000 in 2025 and then requested my first withdrawal, but the casino didn't respond.

Then I was able to deposit another 1000, but then they closed my account when it was at zero, after which I threatened them with lawyers. Since then I haven't heard anything from the casino.

They are not responding to my emails; the last one was what I forwarded from the self-committee.

Bitte um korrektur habe das vergessen zu zu sagen das ich den selbstauschuss beantragt habe bei 1000euro verlust

Hallo ich habe erst 1000 euro 2025 eingezahlt dan den ersten selbstauschuss beantragt hat das casino nicht reagiert

dan habe noch weitere 1000 einzahlen können dann haben sie erst mein konto wo mein konto auf null war geschlossen wo ich mit anwälte gedroht seit dem habe ich nichts gehört von dem casino

auf meine emails reagieren sie nicht die letze war was ich weiter geleitet habe von den selbstauschuss

Thank you for your replies and for providing the email containing your self-exclusion request.

Unfortunately, since you informed the casino about your gambling addiction only after you had already lost your balance through regular gameplay, we are unable to assist you with a refund request. Please note that we would only be able to request a refund of lost deposits if the casino had been informed about your gambling-related problems beforehand and still allowed you to continue depositing and gambling despite being aware of your situation and your request for account closure.

At this stage, we can only assist with ensuring that your account is self-excluded and that no further losses can occur at this platform.

• I have received your self-exclusion request sent to Ritzo Casino on 19 June. Have you received any response from the casino in the meantime? If so, please forward it to me as well and let me know whether your account has been closed.

No, I didn't, no reaction.

Nein habe ich nicht keine reaktion

I received no reply.

Habe keine antwort erhalten

Dear Diana24

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, Munya (munya.s@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

Dear Diana24,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Ritzo Casino to join this conversation and assist in addressing the complaint.

Dear Ritzo Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Player and Casino Guru,

Thank you for sharing your concerns. We understand that this situation has been frustrating, and we appreciate the opportunity to carefully review the history of your account.

After conducting a thorough investigation of your account, including your communication history and account activity, we would like to clarify the following:

• We found no record of any request to close your account made via live chat or email prior to the account being closed by our team.
• We also found no indication that you mentioned gambling addiction, requested self-exclusion, or displayed signs of problem gambling in your communications with our support team. The only live chat interaction that took place before your email concerned a general support inquiry and did not contain any requests related to responsible gambling or account closure.
• The only two withdrawal requests on the account were submitted on December 13, 2025. Our records confirm that these withdrawals were not rejected by the casino. Instead, both withdrawal requests were cancelled (recalled) by the player before they could be processed.
• On December 15, 2025, your account was closed by our team as part of an internal business decision. At the time of the closure, the account balance was €0, and there were no pending withdrawals or remaining funds.

We also reviewed the email correspondence referenced in your complaint. Our records show that the email requesting a refund due to gambling losses was received after the events described above. However, based on the account history and communication timeline, we could not identify any prior requests for account closure, self-exclusion, or intervention that would have required different action from our side.

Based on the evidence available, we can confirm that the withdrawal requests were voluntarily cancelled by you, no withdrawal was rejected by the casino, and the account was closed after the balance had already reached zero.

If you would like to review the detailed account timeline or transaction history, we will be happy to provide it for your reference.

Kind regards,

Yudith

Ritzo Casino Experience Team

Hello, they are now suddenly reporting you after the case was referred to Casino Guru.

To clarify, I wrote emails to you about my gambling addiction, but you never responded. You didn't give any answer. My last email was on June 19, 2026, to close my account permanently.

They haven't responded either, I'm still waiting.

I never received transaction lists from them; they also ignored my emails!

My account was only closed on December 15, 2025, after I threatened them with lawyers.

They don't have a license for Austria, they're operating illegally; gambling losses are recoverable at illegal casinos like these.

This has also been confirmed several times in court; they know that too.

I deposited 2000 euros and I want them back!!!

They got scared, that's why my account was closed.

I can no longer remember that I made a withdrawal request.

I also received an email from you on July 3rd, 2026, stating that a bonus awaited me; proof that you were violating the terms of service.

Once an account has been closed or a player ban has been imposed, strict legal player protection and data protection regulations apply.

Violation of player protection laws!!!!!

I want my deposited money of 2000 euros back!!!!

Hallo jetzt melden sie plötzlich nach dem der fall an casino guru gegangen ist

um klar zu stellen ich habe emails an sie geschrieben wegen meine spielsucht nur sie haben nie reagiert sie haben keine antwort gegben letzte email am 19.6.2026 zur schliesung meine endgültiges account

Haben sie auch nicht reagiert warte immer noch

Transaktionslisten habe ich niemals bekommen von ihnen haben sie auch ignoriert die emails !!!!

Mein konto wurde nur geschlossen am 15. Dezember 2025 nach dem ich mit anwälte gedroht habe

das die keine lizenz für österreich sie machen das illegal spielverluste sind rückfoderbar bei illegale casinos wie sie

wurde auch per gericht mehrmals bestätigt das wissen sie auch

ich habe 2000 euro eingezahlt die wil ich auch haben !!!

Sie haben angst bekommen deswegen wurde mein konro geschlossen

ich kann nicht mehr innern das ich ein auszahlungsanfrage gemacht habe

ich habe am 3.7.2026 auch eine email bekommen von ihnen das auf mich ein bonus erwartet sie beweis sie verstössen

Sobald ein Konto geschlossen oder eine Spielersperre eingerichtet wurde, greifen strenge gesetzliche Spielerschutz- und Datenschutzbestimmungen.

Verstoß gegen den Spielerschutz!!!!!

ich will mein eingezahltes geld von 2000 euro zurück !!!!

Dear All

Thank you for your prompt responses and, most importantly, for your willingness to engage in this discussion. I have carefully noted your submissions.

At this juncture, I would like to kindly request the player to provide clarification on the following:

• Could you please provide a clear timeline, including specific dates, regarding when you made your deposit, when your account was closed, and when you first requested self-exclusion?

Deposit on 10.12.2026, by 15.12.2025

11.12.2025 first self-committee on

My account was closed on December 15, 2025.

einzahlung am 10.12.2026 bos 15.12.2025

11.12.2025 erste selbstauschuss am

15.12.2025 wurde mein konto geschlossen

Diana24

Thank you for your response; I appreciate the information. However, instead of generalising that deposits were made between 10 December and 15 December 2015, I would kindly ask you to provide the exact dates on which deposits were made. If possible, please share proof of your deposits either in this thread or via email to munya.s@casino.guru. Additionally, could you forward to my email your first self-exclusion request made on 11 December 2025?

The information requested is essential for the assessment of this case, and I look forward to your cooperation.

I sent it by email and included the payment receipts.

Habe per email gesendet und die zahlungsbelege

Diana24

Thank you for your email. I will review the material submitted. Please take note of my further request in my email response.

Furthermore, could you clarify if you regained access to your account after its closure on 15 December 2025. Your cooperation is greatly appreciated.

No, I no longer had access, and I haven't tried to log into my account since then. I've been receiving emails with bonus offers since July 1st, 2026!

Nein ich habe keinen zugriff mehr gehabt auserdem habe ich sei dem nicht mehr versucht mein account mehr ein zu login Seit 1 juli 2026 bekomme ich die emails mit bonus angebote !

Diana24

After reviewing the materials you provided and considering the information shared within this thread, I must inform you that I do not have sufficient evidence to support your complaint. Therefore, I must regrettably reject it as unjustified.

It is important to note that your account was closed in December 2025, following the loss of all your deposits. Additionally, your account was not terminated after you requested self-exclusion due to gambling issues, which makes it challenging to attribute any fault to the casino regarding the promotional emails you mention you received from beginning of July 2026.

Furthermore, your self-exclusion request made in June 2026 cannot be applied to an account that you no longer have access to.

Please be assured that as an independent party, we have meticulously examined all submitted information. Our decision is based solely on verified evidence and an objective analysis of the facts, devoid of any external influences or assumptions.

I understand that this may not be the resolution you were hoping for, and I sincerely apologize that we cannot assist you further in this matter. Should you encounter any difficulties with this or any other casino in the future, please do not hesitate to reach out to us; we are always here to help.

Kind regards,

Munya

Casino Guru