The player from Germany had successfully verified his identity and deposited over 600 USD at RubyReels, but his account was suddenly blocked. Despite reaching out to support for clarification, he had not received his winnings after more than a month of waiting. The player confirmed he had been allowed to play and that his account was blocked shortly after accumulating winnings. Due to the player’s lack of response to follow-up inquiries from the Complaints Team, the investigation was unable to proceed and the complaint was closed for the time being. The player retained the option to reopen the complaint if he chose to resume communication.
Rubyreels Casino - Player's account is closed and winnings are delayed.
Closed
Our verdict
Player stopped responding
Amount: 600 USD₮
Rubyreels Casino
Safety Index 5.1 Below averageCase summary
Discussion
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1 month ago
Translation
Good morning
I have registered with RubyReels and successfully verified my identity via email.
And then I deposited and played for several hours, making over 600 USD.
and then suddenly my game account was blocked.
Then I asked support what happened.
They told me I would receive money.
I've been waiting for more than a month and I'm still waiting.
It didn't happen
I ask Gurucasino to help with the problem.
Automatic translation:
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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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Has the casino specified why your account was blocked?
- Have you been blocked by any other casinos operating on the same platform as RubyReels in the past? If so, what was the reason for the block, and when exactly did it occur?
- Have you made any successful withdrawals from this casino before?
- What types of games did you play?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationNo, still not.
I also don't understand why my game account was blocked.
Furthermore, before I started playing here, I asked support if I was allowed to play here.
They asked for my email address, I gave them mine, and the answer was...
Yes, you can play because we don't have a game account with that email address here.
Then I registered here.
I confirmed my email address via email, everything was OK.
Then I deposited money and after 3 or 4 hours I had over 630 USD and then my gaming account was blocked.
Then I asked via email why, what went wrong.
They told me they would refund the money.
I waited for more than a month and still nothing.
I don't know why.
Automatic translation:
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1 month ago
Hello elvissweet,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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4 weeks ago
Thank you for your response and for your patience while I was away from the office.
- Could you please specify how much money you deposited into this casino, and how many deposits you made?
- Did you use crypto for all your deposits?
- Have you been blocked at any other casinos belonging to Novatrix SRL? If so, kindly specify the names of these casinos.
- What games did you play at this casino to accumulate your 600$ winnings?
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3 weeks ago
Dear elvissweet,
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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2 weeks 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,
Veronika
Casino.Guru
