Book of Ra Support: Who Helps With What
For anything involving your money or account, contact your casino’s support — the casino runs your account, not Novomatic. Ask in writing, give the time of the spin and keep screenshots. If a licensed casino does not resolve the issue, complain to its regulator or an independent dispute service.
Who is responsible for what
The casino handles your account, deposits, withdrawals, bonuses and complaints. Novomatic and Greentube make and host the game. The regulator supervises the casino. Knowing this saves time: game makers cannot see or change your balance.
| Issue | Contact |
|---|---|
| Withdrawal, deposit, bonus, KYC | Casino support |
| Game froze mid-spin, disputed result | Casino support (they request logs from the provider) |
| Casino ignores you or breaks its terms | The regulator in the casino’s licence, or its dispute service |
| Gambling feels out of control | National help line — see responsible gambling |
How to write to support
Be specific and keep it in writing. Include your username, the date and time of the event, the game name, the bet, what you expected and what happened. Attach screenshots. Ask for a ticket number.
- Collect evidence. Screenshots of the screen, the balance and the transaction history.
- Use chat or email through the casino’s site, and save the transcript.
- Request the round history for disputed spins.
- Set a deadline. Ask for an answer within a reasonable time, for example 7 days.
- Escalate to the regulator or dispute service if the answer is missing or unfair.
Typical problems
Withdrawal stuck or refused
Most often caused by unfinished identity checks, a payment method in another person’s name, bonus rules or a manual review. Ask which of these applies.
Game disconnected during free games
Licensed games save the state on the server. Log back in and open Book of Ra again; the free games usually continue. If not, ask support to check the round.
Account blocked
Possible reasons: self-exclusion match, security check, duplicate account or suspected bonus abuse. The casino must tell you the reason; your remaining balance is normally returned unless rules were broken.
Bonus winnings removed
Usually linked to the maximum bet rule or a max-win cap. Ask for the exact clause.
Where to complain
Every licensed casino names its regulator. In our countries these are ADM (Italy), GGL (Germany), KSA (Netherlands), ONJN (Romania), the Games of Chance Administration (Serbia), the Ministry of Finance (Austria) and state regulators in the US. Many also name an alternative dispute resolution service.
Unlicensed casinos leave you with little protection. If you paid by card, your bank may help with a chargeback request when services were not provided.
Where to play Book of Ra
Partner offers depend on the country you play from. Pick yours to see licensed options, local rules and help lines.
Problems and what to do
Ask for escalation to a supervisor and repeat the specific question. Keep everything in writing.
Recovery services that charge upfront are a common scam. Use the regulator and your bank instead.
Request the reason and your balance in writing, then complain to the regulator with your evidence.
Questions
Can Novomatic help with my casino account?
No. Novomatic and Greentube supply the game to casinos but do not hold player accounts or balances. Your casino is responsible.
How do I prove what happened in a spin?
Ask the casino for the game round history. Licensed casinos can retrieve the result of each round with its time and bet.
My withdrawal was refused — what now?
Ask for the exact rule in writing, check it in the terms, and if you disagree, complain to the regulator named in the casino’s licence.
Can you contact the casino for me?
We are an information site and cannot act on your behalf, but the steps on this page cover what regulators expect you to do.
Read next
Sources and changes
- Greentube — B2B game supplier (no player accounts)
- iGaming Business — KSA (Netherlands) player protection rules
Change log: 23 October 2026 — page published