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Ramses Casino - self-exclusion
Ruling
Found for the Player - The Game Tech Group N.V, have once again offered no response to this player's complaint. As such this is Found for the Player.
Read our Ramses Gold Casino Review.
Player's Complaint
I registered with the above casino even though i self-excluded myself from an affiliated casino of theirs (Slots500). I then made a number of deposits totalling £200. I tried to set deposit limits via their responsible gambling section but it wouldn't let me do it myself. I had to their live chat or email them directly all of which took too long so i had tried to win back the money i lost.
As with other casino sites, when you self-exclude you are automatically banned from being able to open any accounts with their affiliates. i believe i should not have been able to open an account with Ramses. Their responsible gambling tools are appalling and make it too easy for people with an addiction like myself to run up huge losses.
I would like my deposits refunded. I think their practices are unethical.
7 Responses
Surely if they are breaking the law by accepting me as a player then I should be entitled to a refund? I entered the correct details so they would have see that I am a U.K. player?
Hi jobo1980,
The UKGC are aware of this group accepting UK players and are the body ultimately responsible for taking action if they want to prevent this.
We make rulings based on the inherent fairness (or lack their of) of the gambling transaction. We are not a law enforcement agency. In this case the fact that you are located in the UK would not have any impact on whether or not that gambling transaction was fair.
Thanks,
ThePOGG
Can I also add that I contacted live chat to self exclude me and they said email them to do this. I emailed them repeatedly and my requests were ignored. I contacted live chat a number of times to have a deposit limit set, again they just said email them. Again I was ignored. I was then able to deposit further sums of money. They subsequently bombarded me with marketing texts and emails with bonuses etc. I finally contacted live chat again as I was getting desperate not to lose more money and I had to threaten to report them if they did not close my account which the person on live chat then did straight away so why were my request ignored for so long?
Also the sum in my original complaint should be £2000 not £200.
Hi jobo1980,
While we will try to speak to this operator I'm telling directly that it's VERY unlikely we'll get any response what-so-ever.
With regard to self-exclusions, this group are not bound by the same restrictions that a UK licensed operator is. In my experience what you described is not very unusual for this group, but neither is it more likely to make them responsive.
I'll revert to you when we have more information for you.
Thanks,
ThePOGG
Hi jobo1980,
Unfortunately we've had no response from Ramses Gold to this issue and I have no reasonable expectation of this situation changing in the near future.
Sorry we could not be of more help!
ThePOGG
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Agreement
jobo1980 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
November 29, 2017
Hi jobo1980 - welcome back!
Firstly I need to make you aware that as a UK citizen you should not be playing with any operator that does not hold a UKGC license. Ramses Casino do not have a UKGC license and are breaking UK law by accepting your play.
This leads me on to my next point - Ramses Casino are part of the Game Tech Group N.V. This is one of the most widely Blacklisted groups in operation today and are Blacklisted here. Due to this they are routinely non-responsive to complaints posted at this site.
I'd strongly encourage you to disengage from any future play with this operator!
Finally, the license that Ramses Casino do hold as part of the Game Tech Group, does not require them to carry over exclusions from one property in the group to the others. Nor are the required to offer the same Responsible Gambling tools that UK licensed operators have to.
We will attempt to contact the operator to discuss this issue, but you need to understand from the outset that the chances of us being able to help you are very low.
Thanks,
ThePOGG