The player from Sweden had 39 euros left in his account and wanted to verify it. However, the casino refused to accept his bank documents, insisting on an "official" document from the bank, despite other casinos accepting the same documents without issue. The issue was eventually resolved, and the player confirmed that all documents were now approved, leading to the successful withdrawal of his winnings. The complaint was marked as 'resolved' by the Complaints Team.
Ra Casino - Player faces verification issues with bank documents.
Amount: €39
Ra Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello, I have 39 euros left and I want to verify my account. The casino refuses to accept my bank documents and demands an "official" document from the bank! Several other casinos have accepted the same documents without any issue!
Automatic translation:
Public
Public
2 months ago
Hello BorisO,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ra Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 months ago
Translation
Hello, I have sent other documents such as passport and proof of address, this was approved immediately and just as quickly Ra Casino refused to accept documents with bank details/iban number (2 documents!) and wants "official" proof from the bank.
I have saved the same document in my computer and not a single rejected similar document, I don't understand what they want?
Automatic translation:
Public
Public
2 months ago
Translation
Now it looks like all my documents are approved and tomorrow my money will probably be in my account.
Will get back to you tomorrow, Boris
Automatic translation:
Public
Public
2 months ago
Translation
Money is in the bank account and the case can be closed.
Thanks CasinoGuru for your help!
Edited
Automatic translation:
Public
Public
2 months ago
Dear BorisO,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
