We are licensed and regulated in Curacao by the Curacao Gaming Authority (“CGA”), Gaming Licence 365/JAZ - Issued 12 December 2018.
You should ensure that it is legal to participate in online gambling from within your country of residence.
You understand and acknowledge that the games and any other services provided on the Site are for entertainment purposes only. Any use of ra.casino for any other purposes or intentions is strictly prohibited, and you acknowledge that your interest in the games and other services provided by us is of a personal nature.
Your use of the Site and the games, and other services provided by us, is governed by these Terms, the Gaming Licence, and the laws of Ireland Republic.
By registering an account, you agree to have personalised promotional content visual to you on the Site.
Where our services are offered in more than one language, the English version will prevail; all translations will conform to the same intentions.
Please keep a copy of these Terms for reference. Should you have any queries, please write to our customer support team at [email protected]
Opening an Account
To register at our casino, you must be over 18 years of age and above the age at which gambling or gaming activities are legal under the law or jurisdiction that applies to you. If any funds are deposited by an underage individual, the funds and any winnings will be forfeited to the CGA.
On registration, you must provide the following valid personal information that matches your identity documents:
- First and last name;
- Residential address;
- Email address;
- Telephone number.
For us to be able to activate your account we will need to send a verification code to your mobile phone. Please ensure the mobile number you provide us with is valid to prevent any delays in activation.
You must inform us of any changes to your personal or financial details (such as address, bank or e-wallet account) at registration and from then on, which may affect the use of your player account.
You can register only one player account for use on all our products. Should we find that you have opened multiple accounts, all but one will be closed. We will investigate the reason for the opening of the extra accounts before deciding how to treat any accumulated funds. Funds deposited in breach of these Terms may be forfeited.
You must register personally and not sell, transfer and / or acquire accounts to / from other players. Neither must you transfer funds between player accounts.
Should you register and use our services in violation of these Terms, your account will be closed immediately, winnings forfeited, and any remaining balance that may be refunded will be subject to administration and processing fees. Refunds may only be issued to a payment method we deem fit (bank account or e-wallet). Violation to the Terms will include but not be limited to: registering with the wrong country of residence (especially where we do not offer our services in your country of residence) or registering with third-party details.
We have the legal right to decide on when to refuse to open or close a player’s account, and have no obligation to state why or give prior notice, but we will respect any contractual obligations already made. We will return any balances according to the standard payment procedures below. We also have the right to place limits on the deposits, withdrawals or wagers of our players according to our risk management policies.
We will carry out a ‘Know Your Customer’ (KYC) procedure to positively identify players according to the requirements laid out by the relevant regulatory authorities for use of the Site. You must provide official documents in writing, such as proof of identity with a photo and proof of address any other documentation that we will need to confirm the correctness of the information you provided in connection with your registration.
We will not allow registrations from certain jurisdictions ("Excluded Territories") including: United States of America (and its dependencies, military bases and territories, including but not limited to American Samoa, Cyprus, Guam, Marshall Islands, Northern Mariana Islands, Puerto Rico, and Virgin Islands), Afghanistan, Algeria, Bahrain, Ukraine, United Kingdom, Venezuela, Western Sahara, Yemen, Zimbabwe, FATF list or other restricted jurisdictions.
We will not allow play games on certain jurisdictions (excluded territory by third party). The list of territories is provided by soft providers.
Accessing Your Account
Email address entered on registration will become your unique account login, and you can enter your own personal password using letters and numbers for additional security.
You need your account email and password to access the Site and make use of our services. Keep your account data secret by storing your details safely or memorising them.
You should be the only person to access your account. We have the right to close your account and retain its balance should we suspect that it is being used or controlled by another person, or being used in a fraudulent manner.
We’re not responsible for any losses incurred by a third party on your account. Should you suspect that a third party has obtained access to your account, inform us immediately and assist us in any subsequent investigation.
Should you forget your password, you can reset it by using the password recovery tool on the Site. Should you forget both your account email and password, please contact customer support for further help.
You may log-in only once at a point in time – multiple betting sessions are not supported by our system; trying to log in again will close the previous session after you click to confirm your intention.
We hold player funds separately from corporate funds in dedicated accounts with trusted banks. This is to protect player funds.
We are required to supply the CGA with monthly updates in relation to players' funds to ensure that player liabilities do not exceed funds in the player accounts.
We are also obliged to return all player funds held in your player account or e-wallets to your designated bank account in the event of insolvency.
Deposits and Withdrawals
To gain full access to our products and services, you must deposit funds into your account. We do not offer credit on your account, nor do we pay interest on your deposit. We are not to be treated as a financial institution.
Funds deposited with us must be your own and obtained legally. Suspicious fund transfers may be reported to the relevant authorities for investigation.
The currency of your account can be selected during the registration, becoming the currency for all your account transactions. Please contact support if you need to change it. You will find all available currencies in the dropdown menu on the Site. Should you choose a different currency to the default one held on your account, we will convert it to your default one at the exchange rate of our choice.
All betting services will show the value of your stake, your available balance and the relevant currency. Exchange rate conversions will be applied at the prevailing rate notified by the European Central Bank or the central bank of the country issuing the currency.
Deposits are processed subject to each method's individual rates, security constraints and timing.
The minimum deposit amount for most of the payment methods.
Please refer to the Payments page for details.
If a withdrawal is requested without wagering an amount that is equal or more than the amount deposited, we reserve the right to enforce wagering of the full or part of the previous deposits made, and / or charge a fee on a withdrawal requested. Further request for withdrawals made without wagering an amount that is equal to or more than the amount deposited, we reserve the right to charge a 5% (five percent) fee of the transactional value, but no less than 10 EUR (ten) and may result in the permanent closure of your account.
We reserve the right to charge the following withdrawal fees on withdrawals at our discretion: up to 100 EUR withdrawal - 1 EUR fee, Over 100 EUR withdrawal - 1% fee (Maximum fee - 10 EUR) up to 10% depends on the withdrawal method.
Please refer to the Payments page for details.
We have the right to correct any apparent discrepancies and errors that may have been made in the funding of your account.
Deposits or withdrawals must be made to and from an account or card registered in your name, unless it is a no-name prepaid card. If the name on the credit card doesn’t match the one on your player account, your account will be locked pending further investigation, eventually resulting in your account being closed and the balance forfeited.
You may withdraw funds from your account by using any of the withdrawal methods available to you on the Site.
Requests for withdrawal are subject to minimum sums and currency limitations.
You must withdraw using the same method you used to deposit. Otherwise, we can refuse the withdrawal request in favour of the original payment method.
For a given method of payment, withdrawals will be remitted only to the same account from where the funds were originally deposited into the player’s account.
We have the right to withdraw to your wallet account using the recommended payment service provider, Skrill, should you fund your account using a one-way method that does not support payouts.
With regard to all winnings in relation to roulette, blackjack, video slots or any other casino game greater than £/€/$/50,000, we reserve the right to elect that such amount may be withdrawn in limited installments of up to £/€/$/50,000 or the EUR equivalent if your bankroll is in a different currency, per week.
Payment Options and Fees
You may fund your account via credit card, Neteller, Skrill, Trustly, Paysafecard, ecoPayz, Sofort, Bank transfer, Siru, Zimpler others. We may change these payment methods when necessary, and cannot guarantee that all payment options will be available at all times. We also have the right to accept payment methods according to whether they fulfill certain conditions. Please refer to the Payments page should you wish to check which payment and withdrawal methods are presently available and their processing times.
Certain processing fees may apply. Kindly check the Payments page for details.
You are solely responsible for declaration and payment of any applicable fees and / or taxes to the respective authorities in your jurisdiction.
Should we incur any chargebacks, reversals, or other charges in respect of your account, we reserve the right to charge your account to cover the amount incurred.
We'll verify your identity once you've deposited a total of €2 000. However, we may carry out an identity verification before you've reached this amount as well.
During KYC procedure you will be asked to provide satisfactory copies of official documents to verify your identity (colour copy of a valid passport/identity card with a photo), recent proof of address (such as official addressed utility bill or bank account/credit card statement) and any other documentation that we will need to confirm the correctness of the information you provided in connection with your registration. We further reserve the right to request and obtain satisfactory proof of deposit made to our site and additional copies of personal identification.
This documents are verifying via our third party KYC provider.
If we are not satisfied with the documents you have supplied, or you don’t supply the information within 30 days, we can suspend or close your account and freeze any available funds pending further investigation.
Phone verification is at times part of our procedure to confirm your personal details, transactions and activity with regard to the use of our services.
We might request a validation of any winnings from our games and casino on behalf of our software provider, and suspend any pending withdrawal requests till verification is complete.
Other Account Facilities
You can set your account's deposit limit, wagering limit, and loss limit should you wish to have better control over your gameplay. You could also choose to self-exclude yourself from betting on our Site for a set time. Please refer to our Responsible Gambling Policy.
An account will be considered dormant if it hasn’t seen any transactions (deposits, withdrawals, or bets) over a 12-month period and the account balance is more than zero. Our dormant accounts policy is as follows:
- Should your account become dormant, we will send monthly reminders to your registered email address prompting you to reactivate your account or request a withdrawal
- Should you fail to reactivate your account, a dormancy fee of €1 will be charged to it monthly for the next 12 months (months 12 through 24)
- Should you reactivate your account before the end of the dormancy period, we will refund the dormancy fees to your account
- Should we fail to reach you within the dormancy period and remit the account balance to you, we will clear the dormant account and transfer the funds to the CGA
Should you wish to recover any legitimate funds held in a closed, blocked, or dormant account, please contact customer support by email, stating your player account email, the reasons for your current account status, and actions that need to be taken. Your request will be processed in line with our standard payment procedures outlined above.
You must not transfer funds among player accounts.
We have a strict policy against money laundering. Any criminal or rule-violating activity (“Fraud”) is prohibited and may lead to the player account being closed and its balance forfeited.
Fraud includes: paying with stolen bank cards or vouchers, using compromised e-wallet access, player collusion, provision of false registration data, document forgery, requesting chargebacks under a false pretence.
We will use technical and human resources to check all transactions, and prevent money laundering through:
- Applying the payment constraints described in the Deposits and Withdrawals section;
- Monitoring the opening of linked player accounts;
- Keeping an audit trail of changes effected on player accounts.
Keeping an audit trail of changes effected on player accounts.
We will need to verify withdrawals that exceed €2,000 altogether, and might also verify withdrawals of lower amounts.
Should we have reason to suspect involvement with Fraud, we can lock your account till our investigations are complete and the Fraud case is cleared.
Should any of these Terms be breached, or where we have a reason to suspect Fraud, we reserve the right to suspend or close your account and deny access to all our products, at any time, without prior warning or compensation. Any balance available on your account pending investigation and following the conclusion may be used to cover any damages or sums that you owe us.
We will report any suspicious transactions or cases of fraud to the relevant authorities, and we reserve the right to fully cooperate with these authorities in any investigation of fraudulent or criminal activity associated with your player account. We may allow them to inspect player account data for the purposes of further investigation and final ruling.
Use of Gaming Software
You accept that our products and services are provided to you ‘as is’ with any faults, and any representation, condition or guarantee whatsoever, express or implied, excluded to the fullest extent permitted by the governing law.
By participating in our online games, you recognize and accept the limitations of the Internet and hardware, particularly:
- Longer response times and interruption risks over remote channels;
- The importance and aspects of using secure connections (HTTPS);
- The risks associated with computer virus infections.
Should your game be interrupted by a failure of our / your computer or telecommunications system, you will be able to resume participation in the game as at the time immediately before the interruption took place once the system is restored.
If our computer system fails to restore the game having been interrupted, we will:
- Ensure that the game is terminated;
- Refund you with the wager amount;
- Inform the GCA of the circumstances of the incident if it occurred through the failure of our computer system. Our liability to you will be limited to the wager amount.
We reserve the right to correct any mistakes resulting from technical failures such as erroneous account transactions, and to make amendments necessary to reflect outside changes, such as corrections to game round results.
We prohibit player collusion, and take measures to prohibit the use of devices, such as robots, that distort normal gameplay.
Third-party interface applications may not display full information about your gambles.
Third-party providers may require you to agree to additional terms governing the use of their products. If you don’t agree to them, please do not continue using the third-party products.
By participating in our online games you agree to the game rules.
Limitation of Liability and Disclaimer
We do not accept any liability for any damages, liabilities or losses that may arise in connection with the use of our Site and its content.
We will do our best to ensure the secure and accurate functioning of our computer system, but are not liable to you for:
- Loss arising from the use, misuse or abuse of your account or any of our products and services;
- Cyber attacks or viruses affecting your computer system.
Neither we (including our employees or agents), nor our partners or suppliers, will be liable for any loss, including loss of winnings, which may result from any error made by us or an error made by you.
We will not be held responsible for any typing, transmission or display errors. We reserve the right to suspend a game and / or refuse / cancel / return any bet without notification or compensation. Any bets accepted in error will be void, even retrospectively after the initial settlement.
We’re not liable to you or to any third party for any costs, expenses, losses, or claims resulting from communications or system errors, or defect occurring in connection with our software.
We will rectify the situation if we accept a wager or make a payment in error or evaluate betting results wrongly. If we can’t rectify it, the bet will become void, and we’ll return your stake to your account.
We’ll inform you of any errors as soon as possible.
Should we credit your account in error, you will refund the money to us. Alternatively, we may withdraw the money. Should you use money won in error to make bets, we will cancel such bets.
Complaints and Disputes
Please write to our customer support team at [email protected] should you have any complaints regarding your experience with our products and services. Include your player identity and relevant details giving rise to the complaint.
Upon receipt, best efforts will be made to resolve any reported matter promptly and, at a maximum, within 10 days of receiving all requested particulars of your complaint, provided that in certain cases this can be extended by a further 10 days.
Customer complaints/claims of any nature must be submitted within 6 months of the issue occurring.
We have appointed eCOGRA (www.eCOGRA.org) as our Alternative Dispute Resolution provider ("ADR"). You have free right to contact them, should you remain unsatisfied with the results of our complaints procedure above. You can refer your dispute to eCOGRA once you receive our final decision.
More information regarding eCOGRA’S dispute resolution services can be found at https://ecogra.org/ata/policies_procedures.php
A dispute resolution form can be obtained at https://ecogra.org/ata/dispute.php
If your complaint is not resolved to your satisfaction through our complaint procedure, you may refer the dispute to the CGA by emailing Curacao Complaint service. Their resulting decision will be considered final and binding. You can send inquiries to [email protected]
Our customer support is available to assist you and receive any queries you may have.
You may contact us at any time via the following methods:
- Email – Our response time is as soon as possible, within a maximum of 24 hours, unless technical issues beyond our control prevent us from doing so;
- Live chat – Opening hours are specified for each language version individually.
Lodge your query only once, as duplicates may be ignored and send your enquiry to the end of the waiting line.
We won’t tolerate any derogatory, abusive, or violent behaviour by you to any of our employees. Should we come across such behaviour, we will suspend and / or close your account and / or take other appropriate measures.
Communication between you and our customer support representatives may be recorded and / or monitored by designated authorised personnel to safeguard you.