Ruby Vegas Casino - Player’s account has been closed incorrectly.

I asked them to self-exclude me for 24 hours and they in turn misread my email and closed my account.

I have since lost access to the email address associated with the account so I am unable to get them to confirm any of my account details to reinstate the account.

They're only instruction is to email them from the email address associated with the account which I no longer have access to. There are no alternative verification methods available.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Vegas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was there any withdrawable balance on your player's account before the closure?
• Could you please explain what the disputed amount of NZ$120 represents in your situation?
• Could you please explain how you lost access to the email address associated with your player's account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Amybxx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru