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Ramses Gold - not paying out

Ruling

Found for the Player - Ramses Gold have confiscated funds based on non-existent terms related to how quickly a player must submit ID.

Read our Ramses Gold Casino Review.

Player's Complaint

Unfortunately I did not realise that Ramses Gold is not a UKGC licensed casino so I am not sure if anything can be done to assist me.

After registering with Ramses Gold, I made a deposit of £60 (€70), completed my wagering requirements and was able to make a withdrawal of €919.80. ID documentation was requested, which I provided, however they were unable to accept my passport as it had expired. I provided alternate ID (drivers license), however they did not accept this either as it was not a photo license. I received an email a week after my withdrawal stating that they had returned funds to my account as I did not provide sufficient ID.

I felt I had no other option but to renew my passport for £82 and thought it would be worth doing if it meant I received my withdrawal. I informed Ramses Gold that I applied for a passport renewal.

Shortly after, I noticed the funds have not been returned to my account as my balance is €0. After querying this via emails, I have not received a response.  Also [EDIT] from live chat always refers me to either [EDIT] or asks me to send an email to support, when I tell him I don't receive a response, he promises I will soon.

Anyway I received my new passport last week and sent Ramses Gold a copy of it on Sunday 26th March. I have an email confirming receipt of the passport but have not received an email to my query of when my withdrawal will be paid.

Like I mentioned previously,  I'm not sure much can be done with this casino, however your assistance in this matter will be kindly appreciated. After playing online for 10 years, I have never experienced such a stressful withdrawal process.

Read the casino review

5 Responses

User icon
ThePOGG
April 3, 2017

Hi Bszn22 - welcome to ThePOGG.com!

You're correct that Ramses Gold are not UKGC licensed and as such you should not play with them. However I will contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
Bszn22
April 30, 2017

Hi there,

Just wanted to know if you have heard anything back from Ramses yet?

Regards

Bszn22

User icon
ThePOGG
May 1, 2017

Hi Bszn22,

After lengthy discussion with Ramses Gold about this issue they have informed us that they will not be paying you as you took too long to submit ID. Having looked through their terms and conditions the only term that I could find that would be relevant to this situation was as follows:

"If the documentation is not received within 5 business days, your withdrawal request may be declined, and the funds returned to your balance."

In the first instance, where legitimate ID has ultimately been received we would not support non-payment simply because of a delay in receiving the ID regardless of terms and conditions, but even were we to view this term as legitimate it does not in fact justify the actions being taken by the operator. The term clearly states that the funds will be "returned to your balance". This implies that the withdrawal will be rejected, but once the ID requirement has been met the funds can be withdrawn at a later point. In essence Ramses Gold are relying on a term that doesn't exist to justify not paying you.

Unfortunately, as we've refused to support this fund confiscation Ramses Gold have cut-off communication with us. As such there's nothing further we can do to help you. All I can suggest is that in future you ensure you stick to playing with UKGC licensed operators.

I'm sorry we can't be of more help.

ThePOGG

User icon
Bszn22
May 1, 2017

Thank you for the above information and for your assistance with this dispute.

I just wanted to forward an email I received from Ramses on 23rd February 2017 to ensure other players don't get scammed like I did. The email contradicts the response Ramses have provided to you regarding verification documents.

Thursday, 23 February, 2017 17:51

Hello Benjie,

Please note that in accordance to our terms and conditions your withdrawal request has been declined since you failed to provide documentation.

Please re-submit your request and provide the documentation as requested in order to claim your winnings, or alternatively continue playing and go for the big jackpot.

Regards,

Verification Department

Ticket Details

Ticket ID: MSH-328-38523

Department: Ramses Gold Finance

User icon
Bszn22
May 1, 2017

Also wanted to mention that Ramses were aware that I needed to renew my passport and I made it clear that I would be renewing it to claim my winnings. No one from Ramses informed me that I wouldn't be paid because I had to wait for a new passport.

Ramses Gold should be banned from operating due to their non existent terms and conditions that they make up whenever it suits them!

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Bszn22 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:

April 3, 2017

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