The player from Ontario requested funds of $500 after placing herself on a timeout at Ruby Casino, but she had not received confirmation of her withdrawal or been able to log into her account. She expressed concern about her winnings due to the lack of communication compared to her experience with Jackpot Casino. The issue remained unresolved as the player did not respond to inquiries from the Complaints Team, leading to the closure of the complaint. The team remained available for assistance if the player chose to reopen the complaint in the future.
RubyFortune Casino Ontario - Player’s withdrawal is delayed and account access is blocked.
Closed
Our verdict
Player stopped responding
Amount: C$500
RubyFortune Casino Ontario
Safety Index:HighCase summary
Discussion
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1 month ago
So disappointed! I won $500 and then put myself on a 3 month timeout. Before I put myself on a timeout I requested for the funds to be deposited in my bank. I have not received a confirmation email and now the app won’t let me log in. I tried to reset my password but it won’t send me the reset password link. I have recently played with Jackpot Casino but it did not give me this issue when I requested a withdrawal. As soon as I made the withdrawal request with Jackpot Casion I got the confirmation that the money would be deposited in my account but I have not received anything about my withdrawal with Ruby. This is scaring me because I’m afraid I won’t get my money based from the other reviews I’ve been reading. This is very saddening because rent and Christmas is right around the corner and I need my money. I have spent lots on Ruby and Jackpot Casino and it would be a shame if I don’t receive my winnings!!
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear KaixPx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
- When exactly did you request the withdrawal from Ruby Casino?
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
Petra
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1 month ago
Dear KaixPx,
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.
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1 month ago
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,
Petra
Casino.Guru
