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Fulfilled all bonus requirements in the casino. I requested a withdrawal and haven't heard from them since. There is no response to my emails, no answer or feedback. I think it's really a shame. LG Sabine

Habe im Casino alle Bonusbedienungen erfüllt. Habe eine Auszahlung beantragt und seit dem niemehr eas gehört von denen. Auf meine Email's wird gar nicht reagiert, keine Antwort oder Rückmeldung. Find ich echt Schade. LG Sabine

Hello Nachteule1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ruby Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you ever deposit into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello...I have emailed all the required documents. But it hasn't been verified yet.

I never paid.

Wrote several emails but didn't get a single reply.

LG

Hallo...Habe alle erforderlichen Unterlagen per Email geschickt. Aber es wurde noch nicht verifiziert.

Eingezahlt hab ich nie.

Habe mehrere Emails geschrieben, aber nicht eine einzige Antwort bekommen.

LG

Could you please advise since when is the verification ongoing?

The verification has already taken more than 14 days

Die Überprüfung dauert schon über 14 Tage

Thank you Nachteule1 for the information. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nachteule1,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Ruby Slots Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Greetings all,

I was unable to find a withdrawable balance in any of the three accounts registered to your person Nachteule1. Balances in all three accounts are below the minimum withdrawal amount of $100. I do see a point in which there was $100 in one of your accounts however the terms and conditions of the casino only allow one account per player or household per casino, and only one free chip is allowed between deposits. The balance has now been played down to $4.28 but at the time of the winning balance it was the result of multiple free chips with no deposits in the history of any of the accounts.

If you would like to be eligible for cashout I would suggest speaking with our service department and having them deactivate the other two accounts. You would then be eligible for cashout should you win on your next deposit or a subsequent valid free chip.

Best wishes,

Nick and Ruby Slots

Dear Nachteule1,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using no deposit bonuses in all three accounts.

The casino acted correctly and within its terms and conditions.

Sorry that we couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas