Ra Casino - Player’s account has been closed with no reason provided.

Deposit 250euro. Run it up tp 10000euro. Tried to make a withdrawl and was asked to send in documents for verifikation. So i did, the documents where verified after some hours. Then out of nowhere my account was closed and got an email. I send it later down here.

My account was closed because a breach of terms and conditions they said. And I have email then and ask in their livechat what kinda breach ive made. I still hasnt got an answer, this was almost 3weeks ago and still nothing. I have read the terms and conditions 25times and still havent found anything i broken against.

This is the email ive got. And they still havent told me what kinda breach ive made:

Hi Markus,

Thank you very much for waiting while our team reviewed your case.

As I can see, our team detected a breach of our terms and conditions while you were playing with us, as a result of which your account has been permanently closed with us.

Regarding your deposits on the platform, I can see that you made a single deposit in the amount of €250.00 which will be returned to you. In order for us to proceed with this, we kindly ask that you reply to this email with the following documents:

- A valid copy of your ID, front and back (e.g. National ID Card, Passport or Driving License).

- A proof of address, such as a utility bill that is not more than 6 months old and clearly shows your name and full address. Please note that the proof of address can be in the form of following document: a bill from electricity or water, a bank document, or government document. (This can not be a phone bill or payslip)

- A picture of the credit card ending in **2967 that you used to deposit with, front and back. Kindly hide the 6 middle digits, to leave only the first 6 digits and last 4 digits visible, and hide the CCV/CVC as well. Make sure the card is signed on the back if necessary.

-A bank statement showing your full IBAN and full name.

We apologize for any inconvenience this may cause you, but users must comply with the terms of the agreement while playing on our platform.

Looking forward to hearing from you!

Best Regards,

Samuel

Ra Casino Support Team

Hello Superlelle1991,

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 is your account fully verified?
• Did the casino specify at all which term did you breach?
• Have you received your deposit back already?

Looking forward to your answer.

Regards,

Nick

1. 25e September

2. No, nothing more then the email i posted above. When i write to them in their livechat all they are saying is - Its beeing handled by the relevant departement and they will send a email. And the emails i send they havent even answered to. I only got that email and it was sent to me the same Day, 25e September. After that, not a word from them.

3. No i havent.

Thank you Superlelle1991 for all the information provided so far. As it is still unclear why did the casino block your account, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

This how they amswer me in the chat. Then she closed the chat

Hello Superlelle1991,

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

I would like to invite Ra Casino to join the conversation.

Dear Ra Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account and confiscation of their winnings. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, 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 Superlelle1991,  

I wanted to provide you with a brief update. I have contacted the casino representative and was expecting to receive additional information; however, I have yet to obtain the details I require. I have followed up with the representative in hopes of gaining the necessary clarification. To facilitate a potential resolution, I will extend the timeline by an additional three days.

Dear Superlelle1991, 

I have finally received some information from the casino team.

Can you please confirm what personal information have you filled in in your casino account? Can you also confirm if all the information you filled in was accurate?

Name: Markus Olofsson

Personalnumber: 19911017-1239

Adress: Adolf Hedinsvägen 34A 98133 Kiruna

Email: markus.olofsson@hotmail.com

And yes, all the information i filled in is correct

What are they saying? What excuse do they have?

Dear Superlelle1991,  

It appears that there are some inconsistencies in the information provided in your casino account. I'm discussing the case with the casino team. I hope to provide you with more information in a timely manner.

Dear Superlelle1991,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Superlelle1991,

I have engaged in discussions with the casino team regarding your case; unfortunately, we were unable to reach a mutual agreement. The casino has provided evidence indicating that instead of your name, you inserted your nickname, which, from a strictly technical standpoint, constitutes a violation of the rules, however, it has not been demonstrated that this action conferred any unfair advantage to you.

Given that all other information was filled correctly, you provided your document for the KYC, and you won in accordance with the bonus rules, we believe that taking significant measures, such as voiding your winnings solely due to this most likely unintentional minor mistake—despite the absence of any unfair advantage—does not align with the fair gambling practices we advocate for in our commitment to providing a safe and equitable gambling environment.

I have conveyed our stance on such matters to the casino team and provided our insight on how such a situation could be handled, but regrettably, they have maintained their original position. Unfortunately, we are left with no choice but to consider this complaint closed as unresolved - against fair gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In a situation like this where we believe the casino team could have provided a more user-friendly approach, it is typically advisable for players to contact the casino licensing authority, it is regrettable that, despite Ra Casino being licensed by Curaçao Gaming Control Board (GCB), they do not handle individual complaints against gaming providers. This results in very limited options for escalating your complaint.

It might still be worth it to submit a complaint to them as they mentioned this:

Feel free to contact the GCB via this contact form.

I wish I could be of more help. I can only recommend you choose casinos by their reviews and ratings in the future and only play in high-rated casinos to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru