The player from Afghanistan had their winnings cancelled due to placing a single bet greater than 30% of the deposit. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Ramses Gold Casino - Player’s winnings have been confiscated.
Black points: 1066
Amount: €2,700
Ramses Gold Casino
Safety Index:Very 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.
3.0
Ramses Gold Casino has a Safety Index of 3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
My account is verified and they have all my documents. Six months ago they made me damn and made fun of to pay me a win of € 700. I contacted their Gametechgroup manager and they immediately paid me (after 3 weeks).
This time I deposited € 20 and won € 2700. After two weeks they canceled my winnings and history, without telling me anything. At the chat they told me that I made more than 30% of the deposit.
Automatic translation:
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4 years ago
Dear Ttrraakk,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. I have checked the T&Cs, and this is what I found:
"Betting rules
You must bet according to the specific rules of the game you are playing.
We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.
"Irregular play" includes, inter alia:
Placing total bets equal to or greater than 30% of the value of the deposit currently in play.
Using Martingale, double-up and similar systems and strategies."
I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos
'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.
'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:
Could you please confirm that you were playing without an active bonus and your last deposit was €20? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Hi Petronela,
Yes, the last deposit before that win was € 20, with no bonuses (never used).
In April I deposited € 800, even after this win.
If I click on T&C the page does not open, it always gives me an error.
All my emails sent to support@ramsesgold.com (as he told me to chat) have NEVER had a reply.
Their rules also say that withdrawal requests are processed within 5 working days, instead I had to wait two weeks. And meanwhile I was depositing.
Thanks
Edited
Automatic translation:
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4 years ago
Thank you very much Ttrraakk for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Ttrraakk,
I am sorry for how this casino treated you. From our rating, you can see that they are on the bottom of the pit. They have several unfair terms in their T&Cs and aren't afraid to use them to steal legitimate winnings from the players. We are making an effort to contact the casino and explain to them that the rule they used in this case is highly unfair. Unfortunately, their terms and conditions are full of traps for the players. If they fail to pay you, we will publish the complaint which will have also impact on the rating, but as you can see they are already almost on the bottom.
Best regards,
Juli
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4 years ago
We would like to ask the Ramses Gold Casino to reply to this complaint. We are extending the timer by 7 days.
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4 years ago
Translation
Hi Julia,
thank you, you are kind and professional.
I know it will be tough, also because in addition to not being afraid to use any means, "regular" and not, they also enjoy making fun of people.
Let's see ...
See you soon
Luca
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Automatic translation:
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4 years ago
Translation
So, since they care so much about the terms and conditions, I am attaching one of my many emails that they don't have 
no answer ever, where I asked to fix my weekly deposit.
If they scrupulously follow everything, then they must give explanations and reverse everything that I have deposited after this email. Or give legal reasons for why they do as they please. Illegally.
To say.
In addition, when in the chat I asked for explanations on the delay in processing my payment, they replied that the payments are at the 28th of the month (?????). And when I asked him where this was written, they replied like this: Nowhere, I'll tell you now.
????????? What way is it ??!?
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Automatic translation:
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4 years ago
We would like to ask the Ramses Gold 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 affect its rating.
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4 years ago
Hello Ttrraakk,
Unfortunately, Ramses Gold Casino is non-responsive. We are forced to mark the complaint as "unresolved".
Please fill official complaint directly to Curaçao eGaming
Here is the link: https://www.curacao-egaming.com/#footer
Don't forget to mention that you have already tried to solve the complaint with 3rd party mediator and attach the link to your complaint.
We are very sorry that we can't help you more.
