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Hi mccro20 - welcome to ThePOGG.com!
Before we go any further I need to make you aware that Ramses Gold are Blacklisted at this site and have historically been non-responsive to complaints submitted to this service.
Alongside this, as a UK player you should only be playing with operators that have a UKGC license. Ramses Gold do not have a UKGC license and as such are break UK law by allowing you to play.
We will contact the operator and see what we can find out for you but the chances that we'll be able to do anything to help are very low.