The player from Germany requested 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. The Complaints Team reviewed the player's communication and evidence, noting that the self-exclusion confirmation did not specify restrictions on opening accounts with the operator. The casino did not answer, therefore the complaint was closed with an unresolved status. .
Ra Casino - Player’s account has been closed, seeking refund.
Black points: 817
Amount: €1,850
Ra Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.4
Ra Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 week ago
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1 month 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:
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1 month 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
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1 month ago
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:
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1 month ago
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.
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1 month ago
Translation
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.
Automatic translation:
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1 month ago
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.
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1 month ago
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
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3 weeks ago
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.
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2 weeks ago
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.
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1 week ago
Translation
Hello, is there anything new here?
what happens next?
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1 week ago
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
