Ritzo Casino - Ritzo Casino not processing 100 withdrawal due to their misunderstanding of Irish law

Hi Chazzabren ,

Thank you for your continued patience as we work through your verification process. To assist you in completing verification, we are offering the following alternative options:

You can provide either a Public Service Card or a copy of your Tax Credit Certificate (TCC) to verify your identity.

To expedite your withdrawal, we also kindly request the following documents related to your Skrill account:
• A copy of the transaction history page showing activity on your Skrill account.
• A PDF document with transactions made via Skrill over the last 12 months.
Please submit these documents via [[email protected]] as soon as possible. Once received, we will look into processing your withdrawal promptly.

We understand the importance of resolving this quickly and appreciate your cooperation. If you have any questions or need help, please do not hesitate to contact us, we are here to support you.

Kind regards,
Ritzo Customer Experience Team

Hello,

Public service card - Do not have one/Or need one. Do not drive or receive benefits.

Copy of tax certificate - I do not pay tax in ireland as am not employed.

The above two options are also not documents requested on sumsub (which you use) so I assume you would of wanted these emailed to you? That being case you could have simply reviewed my UK/Ireland passport, proof of address and skrill manually.

I am not uploading 12 months of transactions for a €100 withdrawal. That is absurd. I have only had my skrill for two months.

I would suggest you process my withdrawal and close my account. I am obviously never going to play on your site again due to this behaviour.

askgamblers

I have just received the attached email form Ritzo. It is, once more riddled with errors.

I am a resident of ireland, not the UK ( I provided my proof of address). I provided a valid passport for UK/Ireland. I am do not need/unable to obtain any of the documents they have listed due to the Common Travel Act (as detailed above).

They have also incorrectly stated in their terms gambling is illegal in the UK. It is not.

The are now attempting the theft of my €100 deposit. This is outright theft and a complete breach of EU consumer law.

Hi Chazzabren,

Thank you for your message. We understand your frustration regarding this situation, are appreciative of the opportunity to clarify our policies.

Please note that as a regulated platform, we prioritize compliance. All players must complete a thorough identity verification process to adhere to legal standards outlined in our terms of service. This includes verifying identity, residency, and eligibility based on jurisdictional requirements.

During our review, it was noted that your account registration raised compliance concerns, which prevents us from proceeding with verification. While alternative options were discussed to assist you, we cannot bypass the necessary regulations that require proof of eligibility from a permitted jurisdiction.

Regarding your €100 withdrawal request, we recognize that it may seem small, but compliance regulations require verification for all transactions to maintain the integrity of our platform.

Given the compliance issues identified, kindly note that we are unable to maintain your account at this time.

Thank you for your understanding in this matter. We understand this situation might be disappointing. Hopefully, this response clarifies any questions you might have. Please feel free to reach out should you have any further questions or need assistance.

Kind regards,

Ritzo Customer Experience Team

Dear @chazzabren,

The AskGamblers Complaint Team is kindly asking you to assist the Ritzo Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Askgamblers have you followed the complaint correctly?

I sent in my passport, proof of address and skrill. I live in ireland and do so under the laws of the land detailed here - https:­//w­ww.c­it­ize­nsi­nfo­rma­tio­n.i­e/e­n/g­ove­rnm­ent­-in­-ir­ela­nd/­ire­lan­d-a­nd-­the­-uk­/co­mmo­n-t­rav­el-­are­a-b­etw­een­-ir­ela­nd-­and­-th­e-uk/

My passport allows me to live here, work here, own a home here etc etc.

There terms do not state you must have a citizenship of the country you reside in. They state you must be a resident, of which I am. Their terms also incorrectly state gambling is illegal in the UK. This is factually incorrect.

Under the CTA (referenced above), I cannot/not required to have anything they have requested (some of it does not exist, it is also not listed as acceptable documents on sumsub). I have supplied all the documentation that I need to be a resident of Ireland (as per their terms).

My balance in my account is also my deposit, not winning. They CANNOT, under EU law steal this. That would be considered theft under EU consumer law.

Are Askgamblers attempting to ignore the reality of the law here and act complicity in theft? Ritzo have not answered any of the questions or backed up the 'compliance issues' they have identified. Whereas I have systematically detailed with their terms and conditions and the CTA (Common Travel Act) why I have completely complied with KYC procedures....

Hi Chazzabren,

Thank you for your message. We appreciate your detailed feedback and understand your frustration regarding this situation.

As outlined in our terms and conditions, our gambling policies differ across countries, and certain regions , including the United Kingdom, are restricted on our platform due to legal prohibitions. Consequently, we cannot permit players from the UK to engage in gambling activities with us. You can find more information in section 2.9 of our terms, which lists countries where online gambling is disallowed on our site and states that we reserve the right to suspend accounts and cancel deposits and bets from these regions. Kindly follow the link to find more on this : https:­//r­itz­o3.c­om­/en­/te­rms­-an­d-c­ond­itions

As a result, we cannot accept identification documents from restricted territories, including the UK, for account verification, even if you currently reside elsewhere. While we explored alternative verification methods beyond Sumsub to accommodate your situation, we still require proof of eligibility from permitted jurisdictions.

We understand that you feel you have provided sufficient documentation to establish your residency in Ireland. However, compliance with our legal obligations is essential for maintaining the integrity of our platform.

We appreciate your understanding and cooperation as we navigate these regulatory requirements. If you have further questions or need additional clarification, please feel free to reach out.

Kind regards,
Ritzo Customer Experience Team

Dear Ritzo Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Again,

To help the casino along, their terms refer to 'Resident' not 'Citizenship'.

I am absolutely also 100% legally allowed to live in Ireland due to the Common Travel Act (CTA) between Ireland and the UK. This has been added above numerous times and can be researched by Ritzo.

I would be interested in them sharing the 'compliance with our legal obligations' that supersede the CTA and give an operator the legal right to steal a deposit and winnings, superseding EU theft laws.

Dear Chazzabren,

Thank you for your messages.

We understand that this situation may be frustrating , and we appreciate your patience as we work to provide clarity on this matter.

After a thorough review, we must inform you that our terms and conditions specify that if a player from a restricted jurisdiction is identified, the company reserves the right to confiscate any associated funds. While we respect your claim of residency, we must rely on the documents you have provided. As these show UK documentation without Irish residency, we must conclude that you are from a restricted jurisdiction. For that reason, unfortunately, the deposit has been confiscated, and we are unable to process a refund.

For your reference, the relevant points from our policy include:
• 2.6: By creating an account, players guarantee that gambling is not prohibited in their jurisdiction. The UK is explicitly listed as one of the jurisdictions where we do not allow gambling on our platform.
• 3.1: Ritzo Casino may, at its discretion, block an account, confiscate funds, or reject claims if an account owner directly or indirectly violates the company’s corporate policy published on the website.

We hope this provides clarity, and we thank you for your understanding and patience throughout this process.

Best regards,
Ritzo Casino Customer Experience Team

Again,

To help the casino along, their terms refer to 'Resident' not 'Citizenship'.

I am absolutely also 100% legally allowed to live in Ireland due to the Common Travel Act (CTA) between Ireland and the UK. This has been added above numerous times and can be researched by Ritzo.

I would be interested in them sharing the 'compliance with our legal obligations' that supersede the CTA and give an operator the legal right to steal a deposit and winnings, superseding EU theft laws. Which they are ignoring.

If their terms had stated you 'MUST HAVE A CITIZENSHIP FROM THE COUNTRY YOU ARE RESIDENT OF TO PLAY' I would not have signed up.

The casino is simply attempting theft.

Attached is my proof of address and skrill proof (which I used to deposit) all from my home in ireland - WHERE I HAVE LIVED FOR 3 YEARS!

I can also supply my internet provider bill for ireland. The casino can also see my IP and geolocation (I can share this with askgamblers).

Dear @chazzabren,

Rest assured that the AskGamblers Complaint Team is in contact with the Ritzo Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Dear @chazzabren,

The AskGamblers Complaint Team very carefully reviewed all the info presented from the very beginning. Therefore, based on the full explanation and terms provided by the casino, we would need to kindly ask you to assist the Ritzo Casino team further and send the required verification paperwork,listed by the casino previously.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you fail to send the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

I supplied my Uk and Irish passport. I supplied my proof of address.

Can you explain why this would not be accepted?

As previously stated the CTA - https:­//w­ww.c­it­ize­nsi­nfo­rma­tio­n.i­e/e­n/g­ove­rnm­ent­-in­-ir­ela­nd/­ire­lan­d-a­nd-­the­-uk­/co­mmo­n-t­rav­el-­are­a-b­etw­een­-ir­ela­nd-­and­-th­e-uk/ - Is a LAW which allows me to live in Ireland. THE LAW IN QUESTION MEANS I CANNOT GET A SECOND IRISH ONLY PASSPORT?

Can you also point to where in the casino terms it states you can only sign up to the casino if you are a CITIZEN of the country you are a resident in?

Can you also point to where in EU law a casino can attempt the theft of my €100 deposit if they refuse my identification documents?

Can you also point to where in UK/IReland law it states gambling is illegal? As Ritzo claim in this complaint.

Can you also explain, given all the above, on which grounds Ritzo have acted in accordance with their terms, CTA and EU law?

While AskGamblers Complaint Team could understand player's frustration and disappointment considering the nature of this dispute, we would like to remind player that each and every online casino operator has the exclusive right to determine and apply its own verification policy and procedures depending on the requirements set within their licensing agreement. Unfortunately, player obviously failed to meet Ritzo Casino verification process which is in fact a violation of the general casino terms and conditions.

Based on the above, AskGamblers Complaint Team has not other choice but to reject the case. We would like to remind the complainant, that in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity