Ritz Slots Casino - Запрос игрока на вывод средств отклонен.

Hello

I registered at this casino, made deposits, made one withdrawal (before that I was asked to send documents for verification, they verified) and withdrew the money.

03/24/2025, made two deposits of $10 and $25 (didn't use bonuses because I read in the rules that my country is not eligible for bonuses), won $200, made a withdrawal request.

They wrote about fast withdrawal, so after 2 hours of my withdrawal still not being processed, I contacted the chat, where they told me that they are currently overcrowded and that is why the withdrawal is delayed, but don't worry, your withdrawal will be processed soon.

After that, after some time, I receive this email:

"I hope you're doing well.

We're very sorry to inform you that due to recent changes in our AML (Anti-Money Laundering) policy, we are no longer able to accept deposits from Russia and Belarus. Unfortunately, this means that your withdrawal request has been declined. However, we have already reverted your deposit back to your account amounting to $35.00, so you can withdraw those funds at your convenience.

Once you have successfully withdrawn your balance, your account will be closed in accordance with our updated policy. We sincerely apologize for any inconvenience this may cause and truly appreciate your understanding. If you have any questions or need further assistance, please don't hesitate to reach out to our support team.

Thank you for being with us, and we wish you all the best.

Warm Regards,"

When registering, their rules did not contain any restrictions for players from Belarus, and they still do not, I took screenshots.

And their "(Anti-Money Laundering) policy" is just some kind of nonsense, because I made all deposits and withdrawals through cryptocurrency.

And yesterday they accepted my documents for verification and carried out the withdrawal of funds.

I took screenshots of the evidence but for some reason I can't upload them here, so if you need anything, let me know and I'll send them wherever you say.

That is, they only now decided to come up with a reason not to withdraw $200 from me and return me only my last deposit.

This is clearly a scam casino and I do not recommend anyone to play here.

Здравствуйте

Зарегистрировался в этом казино, делал депозиты, сделал один вывод средств (перед этим меня попросили отослать документы для верификации, верифицировали) и вывели деньги.

24.03.2025, сделал два депозита 10$ и 25$ (бонусы не использовал, потому что в правилах прочитал, что моей стране не положены бонусы), выиграл 200$, сделал запрос на вывод средств.

Они писали про быстрый вывод средств, поэтому, через 2 часа после того как мой вывод средств все еще не был обработан, я обратился в чат, где мне сказали, что у них сейчас переполнение и поэтому вывод задерживается, но не беспокойтесь, ваш вывод средств скоро будет обработан.

После этого, через некоторое время я получаю вот такой имейл:

"I hope you're doing well.

We’re very sorry to inform you that due to recent changes in our AML (Anti-Money Laundering) policy, we are no longer able to accept deposits from Russia and Belarus. Unfortunately, this means that your withdrawal request has been declined. However, we have already reverted your deposit back to your account amounting to $35.00, so you can withdraw those funds at your convenience.

Once you have successfully withdrawn your balance, your account will be closed in accordance with our updated policy. We sincerely apologize for any inconvenience this may cause and truly appreciate your understanding. If you have any questions or need further assistance, please don’t hesitate to reach out to our support team.

Thank you for being with us, and we wish you all the best.

Warm Regards,"

При регистрации в их правилах никаких запретов для игроков из Беларуси не было, да и сейчас нет, я сделал скриншоты.

Да и их "(Anti-Money Laundering) policy" - просто какой-то бред, потому что все депозиты и вывод я делал через криптовалюту.

Да и еще вчера они приняли мои документы для верификации и осуществили вывод средств.

Я сделал скриншоты с доказательствами, но почему-то не получается загрузить их сюда, поэтому если вам что-то потребуется, дайте знать и я отправлю их куда скажете.

То есть они только сейчас решили придумать причину, чтобы не выводить мне 200$ и вернуть мне только мой последний депозит.

Это явно мошенническое казино и никому не советую здесь играть.

Dear ccasinovich,

Thank you very much for submitting this complaint. I'm sorry to hear about the issues you're experiencing. I’d like to ask a few questions to better understand your situation.

• Have you used a VPN or any IP-masking software to change your location while accessing the casino website? If so, which country did you appear to be in instead of Belarus?
• Did you fill out your profile accurately, clearly stating that you are a resident of Belarus?

Please forward any relevant screenshots or other evidence that you were unable to upload to veronika.f@casino.guru.

I hope we can help resolve this situation as soon as possible. Looking forward to your response.

Best regards,

Veronika

1. I didn't use VPN and always played from Belarus. And yes, I also don't understand why they indicated Russia in addition to Belarus - I have no relation to this country (Russia).
2. In order for them to accept documents and withdraw funds, it is necessary to fill out a profile. So yes, I filled out a profile and it clearly states that I am a resident of Belarus.

I sent you screenshots

And now they ignore my questions to their support, but still send their offers with deposit bonuses.

to make it more clear:

03/22/2025 they accepted my deposits

On March 23, 2025, they checked my documents and withdrew the funds.

03/24/2025 they still accepted my deposits, but they rejected the withdrawal and stole my winnings. Although they assured me in the chat that everything was fine and I would receive my winnings (one of the screenshots shows the correspondence with their chat)

1. Я не использовал VPN и играл всегда из Беларуси. И да, я тоже не понимаю почему они помимо Беларусь указали еще и Россия - к этой стране (Россия) я не имею никакого отношения.
2. Чтобы они приняли документы и осуществили вывод средств - обязательно необходимо заполнить профиль. Поэтому да, я заполнял профиль и там четко указано, что я являюсь резидентом Беларусь.

Я отправил вам скриншоты

А еще теперь они игнорируют мои вопросы в их саппорт, но все равно до сих пор присылают свои предложения с бонусами на депозит.

чтобы было более понятно:

22.03.2025 они принимали мои депозиты

23.03.2025 проверили мои документы и осуществили вывод средств.

24.03.2025 всё ещё принимали мои депозиты, но вывод средств отклонили и украли мой выигрыш. Хотя в чате меня заверяли что всё в порядке и я получу свой выигрыш (на одном из скриншотов видна переписка с их чатом)

Thank you very much, ccasinovich, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear ccasinovich,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Ritz Slots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Ritz Slots Casino,

Could you please provide detailed information regarding this case and clarify the reasons for declining the player's withdrawals?

As I understand, recent amendments to your AML policy now prevent you from accepting deposits from players in Belarus. However, it appears that this restriction is not enforced, allowing players from Belarus to deposit freely - only to have their winnings voided later. This practice raises concerns about fairness and transparency.

I would appreciate your clarification on this matter.

Thank you in advance for your response.

Best Regards,

Kubo

Hello ccasinovich,

Allow us to clarify the situation regarding your withdrawal and our policy updates.

Due to recent changes in our Anti-Money Laundering (AML) policies, we can no longer accept deposits or process withdrawals for players in Belarus. These changes were implemented to comply with regulatory requirements and were not in place at the time of your initial transactions. Since we could no longer process your withdrawal due to these updated restrictions, we refunded your most recent deposit ($35 in total). 

Please know our decisions are based strictly on compliance measures and feel free to withdraw the refunded amount from your account whenever you're ready.  

We sincerely regret any inconvenience this has caused and appreciate your understanding as we work to maintain a secure and compliant gaming environment for all players.

Is this new policy just in your head?

Because even at the time of your answer, your website still doesn’t say anything about Belarus in the rules.

If this was not stated in the rules at the time of my withdrawal, then you must follow the rules and pay out my winnings, which were received from my deposit without using any bonuses, i.e. net winnings. And only then close my account.

So it turns out that you simply changed the rules after the fact to suit you and stole my winnings.

ps:

And the AML policy regarding cryptocurrency (and even more so regarding a country where cryptocurrency is permitted at the state level) (and I made deposits via cryptocurrency) is not serious at all, and the whole circus you have arranged only shows how dishonest you are and how you change the rules on the fly. And it is clear that a casino operating without a license can come up with a bunch of rules in the future when it is convenient for them, so as not to pay players.

One good thing is that old and new players will see such chaos and will hardly want to play in such an unstable casino that changes the rules at its own discretion. After all, now any potential player can face the fact that their winnings will be cancelled and they will say that according to some rules that we just came up with, you cannot withdraw money, absurd.

Эта новая политика только в вашей голове?

Потому что даже на момент вашего ответа, на вашем сайте в правилах до сих пор ничего такого не сказано про Беларусь. 

Если этого не было указано в правилах на момент моего вывода средств, то вы должны соблюдать правила и выплатить мой выигрыш, который был получен с моего депозита без использования каких-либо бонусов, то есть чистый выигрыш. А уже после этого закрыть мой аккаунт.

А так, получается, что вы просто изменили правила постфактум на удобные вам и украли мой выигрыш.

p.s.:

Да и политика АМЛ в отношении криптовалюты (а тем более в отношении страны, где на государственном уровне разрешена криптовалюта) (а я делал депозиты через криптовалюту) - это вообще несерьезно, да и весь цирк устроенный вами лишь показывает насколько вы нечестны и меняете правила на ходу. Да и понятно, что казино, работающее без лицензии и в будущем может придумать кучу правил когда им будет удобно, чтобы не платить игрокам.

Одно радует, что старые и новые игроки увидят подобный беспредел и вряд ли захотят играть в таком непостоянном казино, меняющем правила на своё усмотрение. Ведь теперь любой потенциальный игрок может столкнуться с тем, что его выигрыш аннулируют и скажут что по каким-то правилам, которые мы только что придумали, вы не можете вывести деньги, абсурд.

Hello ccasinovich,

The changes to our AML (Anti-Money Laundering) policy are not arbitrary decisions made by us, but rather compliance updates that occur on the backend due to evolving regulations. These updates are sometimes implemented immediately, without prior notice, to ensure strict adherence to industry standards. Unfortunately, this resulted in restrictions on transactions from Belarus, which impacted your withdrawal request.

Just two days before your withdrawal request, we successfully processed a $130 withdrawal from your account, which demonstrates that there was no prior restriction on your country at that time. Unfortunately, due to the backend policy update, your latest withdrawal of $200 fell under the new compliance restrictions. We understand how this timing may have felt unfair, but please know that such changes are necessary to align with evolving regulations.

That said, while these changes are beyond our control, we value fair play and good faith with our players. As a one-time exception, we will process the withdrawal of your $200 winnings. However, in line with our compliance requirements, your account will be permanently closed following this payout.

Hi all.

Reputable casinos always warn about such changes and usually give a period of 2 weeks or more for the player to withdraw the remaining funds on the balance. Moreover, this is a common practice.

Of course, I am not happy with the casino's attitude towards players. I consider such a practice to be frivolous. I believe that I should not have waited so long for a normal solution to the situation, which, moreover, did not depend on me. And my legal withdrawal of funds was given to me as some kind of favor/exception, although this should have been done by default.

But in the end I got the money, the fact that the account is closed is a shame of course, but after everything that happened I myself did not want to play in this casino.

I think the issue has been resolved, but the aftertaste remains.

Всем привет.

Порядочные казино всегда предупреждают о таких изменениях и дают срок обычно в 2 недели или больше на то, чтобы игрок вывел оставшиеся средства на балансе. Причем это повсеместная практика.

Конечно, я не доволен отношением казино к игрокам. Считаю подобную практику - несерьезной. Считаю, что я не должен был ожидать столько времени для обычного решения ситуации, которая к тому же зависела не от меня. И мой законный вывод средств подался мне в виде какого-то одолжения/исключения, хотя это должны были сделать по умолчанию.

Но в итоге деньги я получил, то что аккаунт закрывают - обидно конечно, но после всего произошедшего мне самому не хотелось играть в этом казино.

Думаю, что вопрос решен, но осадок остался.

Dear Ritz Slots Casino,

Thank you for providing the additional information and for considering the approval of the player's withdrawal.

As a general best practice, any changes to policies that may affect players' access to their accounts or the funds within them should be clearly communicated in advance. This allows players the opportunity to respond and take any necessary action. I recommend implementing such communication measures in the future to ensure transparency and avoid misunderstandings.

Thank you for your cooperation.

Dear ccasinovich,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo