Ritz Slots Casino - Обліковий запис гравця закрито через підозру на кілька облікових записів.

As I mentioned in the review, I was banned because I was suspected of multiple accounts.

I've been using this casino and have won a few small games.

And I made several withdrawals. And this situation came to a head after the withdrawal application on 1/12 was postponed.

It's an email from them.

"We're here to bring to your notice that the security team has flagged your account because of multiple accounts. We regret to inform you that your account has been permanently suspended.

Best regards

Compliance Team"

I don't recognize multiple accounts at all.

I can't imagine the point of using multiple accounts for this casino promotion. This is an extremely lucrative promotion for players.

Of course, I was using promotions.

If you're being banned as a promotion abuser, I still don't understand the point of being banned because of multiple accounts.

Dear mmgg33441,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you pass the verification before you lost access to the account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

The only thing I was playing was slots.

It is inconceivable that a family member is using a casino.

KYC is complete.

I was able to withdraw several times at the beginning of the year.

I emailed the casino last night but haven't received any reply. Somehow, maybe he didn't like the fact that I was winning little by little and withdrawing

Thank you very much for your reply, mmgg33441. Have you tried to explain the situation to the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent an email but didn't get a reply.

Thank you very much, mmgg33441, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mmgg33441,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Ritz Slots Casino to join the conversation.

Dear Ritz Slots Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mmgg33441,

I have received a response from the Ritz Slots Casino Team. Some inconsistencies with your account came to light during the investigation. Can you please let me know if any of your family or friends have an account at Ritz Slots Casino? If so, have you been accessing or playing on your account from the same location, maybe while on a visit? Also, did you happen to use any VPN programs while you were accessing or playing at the casino?

No, as far as I know, no one in my family, friends or co-workers plays online casinos.

I use a VPN once in a while. It's a VPN to connect to the NW at work. I don't remember if I used a VPN to access the casino、、、

I usually play on my phone. Sometimes I play on my computer at home or at work.

However, I don't remember if I played at RIRZ Casino. If it is accessed from the vicinity of Meguro in Japan, I think I accessed it from my workplace PC.

I mainly play at home or at work via Wifi or mobile 4G. So I don't think it's strange for me to access it from multiple places.

What exactly is this suspicion? I was told in the chat that I used multiple accounts. For example, when I try to open a RITZ casino on my PC at work, I may mistake "sign in" for "sign up".

However, if you look at the user registration screen, I can immediately see that I made a mistake.

I won't make a mistake and register as a user. What kind of account is the user who is allegedly suspected of me? How can I prove that I'm not involved?

Or maybe it's a fabrication by the casino to refuse to pay?

I believe that this multi-account suspicion strategy can be easily used by casinos to decline payments. I can't find out

Dear mmgg33441,

I have reached out to the casino team for additional information to gain a clearer understanding of the situation and to evaluate the claims about the multiple accounts made. I hope to provide you with an update soon.

Thank you for your email containing the information and evidence, Ritz Slots Casino Team.

Dear mmgg33441,

After analysing all relevant information and evidence, we must, unfortunately, reject this complaint as it is deemed unjustified. This conclusion arises from a violation of the casino's terms and conditions, as well as the bonus terms. Specifically, multiple accounts associated with your account that were created in relatively close succession with some matching information, the same or very similar IPs addressed, the same or similar bonuses claimed, and deposited the same or very similar amounts via the same payment method. Additionally, the gameplay patterns observed in those accounts were either the same or strikingly similar to yours. As you confirmed no one from your family or friends has an account at Ritz Slots Casino, all the abovementioned facts cannot be dismissed as mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as was communicated to you by the casino team earlier. Moreover, it was detected that you used VPN software which you confirmed as well, but VPN is not permitted in Ritz Slots Casino, which is another violation of their terms and conditions.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru