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.

Il mio account è verificato e hanno tutti i miei documenti. Sei mesi fa mi hanno fatto dannare e preso in giro per pagarmi una vincita di €700. Ho contattato il loro capo Gametechgroup e subito mi hanno pagato (dopo 3 settimane).

Questa volta ho depositato €20 ed ho vinto €2700. Dopo due settimane mi hanno cancellato la vincita e la cronologia, senza dirmi niente. Alla chat mi hanno detto che ho fatto delle giocate superiori al 30% del deposito.

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 http://www.kpvfaw.com/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

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 [email protected] (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

Ciao Petronela,

Si, l'ultimo deposito prima di quella vincita è stato di €20, senza bonus (mai usati).

Nel mese di aprile ho depositato €800, anche dopo questa vincita.

Se clicco su T&C non si apre la pagina, mi da errore, da sempre.

Tutte le mie mail inviate a [email protected] ( come mi diceva di fare la chat) non hanno MAI avuto una risposta.

Le loro regole dicono anche che le richieste di prelievo vengono lavorate entro 5 gg lavorativi, invece ho dovuto aspettare due settimane. E intanto depositavo.

Grazie

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.

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

We would like to ask the Ramses Gold Casino to reply to this complaint. We are extending the timer by 7 days.

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

Ciao Julia,

ti ringrazio, siete gentili e professionali.

So che sarà dura, anche perché oltre a non avere paura di usare qualsiasi mezzo, "regolare" e non, si divertono anche a prendere in giro le persone.

Vediamo...

A presto

Luca

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 ??!?

E allora, visto che loro tengono tanto ai termini e alle condizioni, vi allego una delle mie tante mail che non hanno mai avuto risposta, dove chiedevo di fissare il mio deposito settimanale.

Se seguono scrupolosamente tutto, allora devono dare spiegazioni e stornare tutto quello che ho depositato in più dopo questa mail. O dare motivazioni legali al perché fanno come gli pare. Illegalmente.

Per dire.

In più, quando nella chat ho chiesto spiegazioni sul ritardo della lavorazione del mio pagamento, mi hanno risposto che i pagamenti sono al 28 del mese (?????). E quando gli ho chiesto dove era scritto questo, mi hanno risposto così: Da nessuna parte, te lo dico io ora.

????????? Che modo è??!?

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.

Hello Ttrraakk,

Unfortunately, Ramses Gold Casino is non-responsive. We are forced to mark the complaint as "unresolved".

Please fill official complaint directly to Cura?ao 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.