RuBet Casino - Player’s withdrawal is delayed for four months.

Here's the situation: I made a deposit, and after some time playing, I won and requested a payout of $400 on 05/15/2024. The casino then requested my documents, which I promptly sent over. They have asked for various documents multiple times. I've been waiting for almost 4 months now and cannot resolve the issue through chat. Every time, I get the same response: "The documents are being processed by the security service daily, without days off." This has been going on for almost 4 months now...

Dear toigeo,

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

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

• Do you have access to your casino account? Can you log in?
• Could you please share a screenshot of your withdrawal request pending in your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share your communication with casino support regarding the issue? My email is tomas@casino.guru

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

Best regards,

Tomas

Hi! Yes, I can log into my account, so far there have been no problems with it.

I mainly bet on sports, but also a little bit on slots

screenshots of the last correspondence and a screenshot of the request for withdrawal of funds provided above

Thank you very much, toigeo, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you for your attention and I look forward to a positive result!

Dear toigeo,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RuBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

As we currently do not have direct contact with RuBet Casino’s representatives, I have reached out to their official customer support to request assistance with your issue. While I cannot guarantee a response or resolution, I will do everything possible to assist you.

Thank you for your understanding and patience.

Best Regards,

Kubo

Hello kubo! As I filed a complaint I did not communicate with them! I hope they will somehow react to your communication and I will finally receive my winnings after 4 months of waiting! Thank you for worrying about me!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Kubo! Today I log into my account and what do I see, my withdrawal is returned to my game account! I put my $400 back in for withdrawal today and let's see how many more days or months it will take them to withdraw my money! I will definitely write here about how things will develop!

Dear toigeo,

Thank you for an update on your case. However, despite our multiple attempts to reach out to RuBet Casino through official channels, we have not received any response. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo