Ra Casino - Player’s account has been temporarily closed after a withdrawal request.

Hello. I recently opened an account here and played with 3 deposits. 1 with a bonus and 2 without.

my account was verified after the 3rd deposit as requested by them. I managed to win up to €1900 and was playing for 2 days. I made a withdrawal for £1300 when my account was fully verified only for Live Chat to say my account was closed due to a simple verification by the relevant department. It has been 2 days now and no one can tell me what’s happening.

Dear Tiekefnntn,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you provided the casino with the bank statement as requested? When exactly did you send this document to the casino?

Do I understand correctly that all your other identity documents have been successfully verified?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi. Yes I sent all docs that were requested on the date they were asked for. They were all verified and I was allowed to still play for 12 hours afterwards. It was only after i requested a withdrawal that they closed my account

The casino doesn’t allow you to get to the withdrawal page until your account is fully verified. The withdrawal was pending for around 15 hours and then live chat said ‘the system has automatically closed your account for a simple verification’ whatever that means

They have sent me another generic email again saying

‘Mitchell,

Thank you for contacting us,

As mentioned kindly note that this is simply a verification by the relevant department, in order to do so your account has been closed in the meantime.

Be sure that we will contact you as soon as feedback has been given to us.

Thanking you for your understanding, we remain available if you have the slightest request.

I wish you a good day.

Best Regards,

Santiago

Ra Casino Support Team

Hello. I have been online yet again and apparently their technical team are the only ones who can investigate this. Have you had chance to ask them yet? It’s very frustrating as I should be able to withdraw my winnings

Also. Since they have stopped me logging in they have sent me 3 promotional emails to make deposits

Thank you very much, Tiekefnntn, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks I have emailed Katarina privately as well

Dear Tiekefnntn, 

My name is Katarina, and I will be assisting you in solving this case. I have received your email.

I will now contact Ra Casino outside this complaint thread and let you know any new information once I receive it.

Do you think we will hear back from them. They still don’t reply to me

Hello. I went on live chat to speak about them blocking my account but constantly sending me promos. They wrote this to me and then stopped replying. No proof or explaination.

They have now said they are refunding the deposits (£240) and that’s it. So they are taking the rest of the balance without an explaination or any proof.

Dear Tiekefnntn, 

thank you for the update. I am currently communicating your case with a casino representative. I will inform you once I receive any relevant news.

I hope they respond and give proof as I will be taking this further thanks

Money paid

Thank you, Tiekefnntn, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina