Ritzo Casino - Das Spielerkonto wurde geschlossen und die Gewinne eingezogen.

i deposited 5.000 dkk with Ritzo. Played live roulette without any sort of bonuses. I won some 40.000 dkk, withdrew 11.100 dkk over 3 days as their max payout per day is 3.700 dkk. Then i played again, lost most of the 40.000 dkk i had in the account, cancelled 3 pending payments and then won big. I had 75.280 dkk i the account and 3 pending payouts of 3.700 dkk after the last night i played. I was happy naturally. Then they blocked my account and i got an email today that i will attach here. I need to understand what i can do from here? I find it repulsive that they can just confiscate 71.335 dkk from my winnings.

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Dear Martinwandersen83,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked General Terms and Conditions, and this is what I found:

"The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process. The maximum withdrawal amount is €3,500 for players who have made five or fewer deposits, regardless of their use of the welcome bonus."

I would like to emphasize that, according to our https://casino.guru/guide/fair-gambling-codex-for-casinos#withdrawal-limits, we consider an imposed withdrawal limit to be a measure used by casinos to protect their cash flow, meaning to avoid having to pay out a large win all at once and to prevent potential financial issues for the company. In an ideal scenario, there would be no withdrawal limits. However, we recognize that they are part of the online gambling ecosystem and accept them if they are set at a sufficiently reasonable level. If the limits are considered too restrictive, we decrease the Safety Index of the casino in question.

To clarify your situation:

• What reason did the casino provide for blocking your account afterwards?
• If there is any additional information that would support your case, please do not hesitate to send it to me. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Best regards,

Petra

Dear Martinwandersen83,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru