Ra Casino - Аккаунт игрока закрыт, требуется возврат средств.

Hello, I would like a refund of all my deposits amounting to approximately €1850.

On September 5, 2023, I requested a global self-exclusion from the operator Purple Bay B.V., which was implemented. This is the operator of Ra Casino.

In August 2024, I was able to log into Ra Casino, despite my self-exclusion.

I was able to make deposits and access the games offered, despite my known gambling addiction.

I should never be able to open an account with the casino.

I have tried with all the other casinos operated by Purple Bay, B.V., and my account was immediately closed after initial registration everywhere.

I have a video proving this.

I can therefore prove that the casinos are connected and that there is a global database containing my information, preventing me from creating an account.

I have been waiting for 2 months, as the casino said it would take care of it and solve the issue.

To this day, I have heard nothing.

I am asking for help to get my money back.

Hallo, ich würde eine Rückerstattung aller meiner Einzahlungen in Höhe von ungefähr 1850 €.

Ich habe am 5. September 2023 einen globalen Selbstauschluss bei dem Betreiber Purple Bay B.V. beantragt, welcher auch eingerichtet wurde. Dies ist der Betreiber von Ra Casino.

Im August 2024 konnte ich mich dann beim Ra Casino anmelden, trotz meines Selbstauschlusses.

Ich konnte Einzahlungen tätigen und das Spielangebot wahrnehmen, trotz meiner bekannten Spielsucht.

Ich werde nie in der Lage sein dürfen, einen Account mit dem Casino zu eröffnen.

Ich habe es per allen anderen von Purple Bay, B. V. Betriebenen Casinos versucht, und überall wurde mein Account direkt nach Erstanmeldung geschlossen.

Hiervon habe ich auch ein Video, welches das beweist.

Ich kann also nachweisen, dass die Casinos Zusammenhängen und eine globale Datenbank gibt, die meine Daten beinhaltet und ich somit keinen Account erstellen darf.

Ich warte nun seit 2 Monaten, da das Casino meinte es kümmert sich darum und löst das Problem.

bis heute habe ich nichts gehört.

ich bitte um Hilfe mein Geld zurückerhalten

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ra Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share any communication confirming the casino acknowledged the problem and promised a resolution?
• Is your account in Ra Casino blocked?
• Please share any supporting evidence in the form of screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

Hello,

I have sent you an email with all the relevant information.

My account is closed and as you can see from the confirmation email, I cannot create an account at any other casinos run by Purple Bay BV.

Please help me get my money back.

Hallo,

Ich habe dir eine email mit allen relevanten Informationen gesendet.

Mein Account ist geschlossen und wie du aus den Nachweisen per Email entnehmen kannst, kann ich auch bei keinen anderen von Purple Bay B.V. geführten Casinos einen Account erstellen.

Bitte hilf mir mein Geld zurückzuerhalten.

Dear xSerious169,

I went over the communication you sent me and the only self-exclusion confirmation email (from Amon Casino support) doesn't specify you won't be able to open accounts with the same operator.

While I can see you requested to be excluded from the operator altogether, this 'umbrella measure' wasn't promised to you based on the supplied evidence you sent.

Could you please share the email you sent to the casino you refer to in this communication? (email from August 2nd)

Could you please provide the following details:

• Did the casino respond to your email from August 2nd?
• When was the last time you made deposits in this particular casino?
• When was your account blocked?

I'll await your reply.

Hello,

I requested an exclusion for the entire operator via Amon Casino.

The casino confirmed to me that my email was being processed and that the self-exclusion was being set up.

There was not a single syllable mention of the fact that it is not possible to set up a complete committee at the operator's premises.

When I then tried to register at other casinos operated by Purple Bay BV where I did not yet have an account, my account was closed immediately after registration.

I also sent you a video showing me registering at the Betzino casino and immediately afterwards my account was blocked.

This casino is also operated by Purple Bay BV.

All this proves that a global self-exclusion has been set up for my account with the operator.

Otherwise, my accounts, which I opened with the operator Purple Bay BV, would not be closed immediately.

This means I can prove that there is a coherent database and that Racasino made a mistake by not blocking my account immediately after registration.

I sent you the email from August 2nd via email.

I cannot say with 100% certainty whether I received a response to this, because if I did receive one, I unfortunately deleted it.

I made my deposits on August 19, 2024 and my account was closed on August 20, 2024.

Hallo,

Ich habe über das Amon Casino einen Ausschluss für den kompletten Betreiber angefordert.

Das Casino bestätigte mir, dass sowohl meine E-Mail bearbeitet wird, als auch der Selbstausschluss eingerichtet wird.

Es wurde mit keiner einzigen Silbe erwähnt, dass es nicht möglich ist, einen kompletten Ausschuss bei dem Betreiber einzurichten.

Als ich mich danach bei anderen Casinos des Betreibers Purple Bay B.V. registrieren wollte, bei denen ich noch kein Konto hatte, wurde mein Konto direkt nach der Anmeldung geschlossen.

Ich habe Ihnen auch ein Video geschickt, welches zeigt, wie ich mich bei dem Casino Betzino registriere und direkt danach ist mein Account gesperrt.

Auch dieses Casino wird von Purple Bay B.V. betrieben.

All das beweist, dass für meinen Account ein globaler SelbstAusschluss bei dem Betreiber eingerichtet wurde.

Sonst würden ja meine Konten, die ich bei dem Betreiber Purple Bay B.V. eröffnet, habe, nicht direkt geschlossen werden.

Somit kann ich nachweisen, dass es eine zusammenhängende Datenbank gibt und hier vom Racasino ein Fehler gemacht wurde, indem mein Konto nach der Anmeldung nicht direkt gesperrt wurde.

Die E-Mail vom 2. August habe ich dir per E-Mail gesendet.

Ob ich darauf eine Antwort erhalten habe, kann ich nicht mit 100-prozentiger Sicherheit sagen, da ich, wenn ich eine erhalten habe, diese leider gelöscht habe.

Meine Einzahlungen habe ich am 19. August 2024 getätigt und mein Konto wurde am 20. August 2024 geschlossen.

Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

I thank you!

Ich danke dir!

Hello xSerious169,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ra Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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.

Have you reached the casino?

Haben Sie das Casino erreicht?

Dear xSerious169,

I am reaching out to the casino externally, I will let you know with any and all updates. Thank you for your patience.

Hello, is there anything new here?

what happens next?

Hallo, gibt es hier schon was neues?

wie geht es hier weiter ?

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, the unresolved status of this complaint will negatively impact the casino’s rating, which may prompt them to reconsider their approach. Should the casino decide to provide a response in the future, we will reopen the complaint and notify you by email.

I apologize that we couldn’t offer more assistance in this situation.

Best regards,

Michal V