The player from Germany requests a refund of approximately €1850 after self-excluding from Purple Bay B.V. on September 5, 2023. Despite the self-exclusion, he accessed his account at Ra Casino in August 2024 and made deposits, contrary to the operator's liabilities concerning his gambling addiction.
Ra Casino - Player’s account has been closed, seeking refund.
Amount: €1,850
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.
Case opened
Current status
Waiting for Casino Guru to reply
5d 10h 44m 45s
Case summary
16 hours ago
Public
Public
3 days ago
Translation
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.
Automatic translation:
Public
Public
2 days ago
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
Public
Public
yesterday
Translation
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.
Automatic translation:
Casino Guru is examining the case
