Ruby Slots Casino - Player believes that their withdrawal has been delayed.

I got a bonus code played it and to my surprise won 200.17 and actually did the whole playthrough amount. That was the only requirement to be able to withdrawal, now I’ve been emailing them on every email they have for over a weeks and have not got one response. And when I call the number it’s always busy. I even already sent them a photo of my id and a pic of my bank account statement with proof of my address.

Suggested solution:

Let me be able to withdrawal my winnings

Dear apratt863,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear apratt863,

Have you received your withdrawal from the casino yet?

No I have not , I haven't even gotten a response from them yet , and I submitted my documents twice. Plus the phone number they have on file still says user is busy everytime I call.

Thank you for your reply, apratt863. Have you made any successful withdrawals before? Do I understand correctly that you have not received any confirmation regarding the successful verification?

If you've received any messages from the casino since my last reply, please forward all the communication to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

No this would be my first withdraw, and this would be the first time I submitted any documents, but I sent pictures of my ID front and back , and a picture of my most recent bank statements with my current address on it. I sent it to them 4 times on 2 different emails and I haven't gotten anything from them, no emails , and the phone number still continues to say user busy when I call

I believe at this point they are just ignoring me because I won it on a promotion and actually did the whole playthrough amount which is rare, And they just don't want to pay me

Thank you very much, apratt863, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Ok so do I have to email him or is he already helping me ?

Dear apratt863,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Ruby Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Ok

Greetings all,

I reviewed the situation and the first issue would be there has never been a withdrawal request, I was unable to locate any documentation in our system for account confirmation nor a payout method submitted. The balance is currently in the account as playable funds.

There is a secondary issue however, according to the terms and conditions of the casino only one free bonus is valid between cash deposits. The win in question is the result of the 5th consecutive free bonus with no subsequent cash deposits nor history of deposit within the account. Unfortunately the balance would not be eligible for withdrawal.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

I've made several attempts to request the withdrawl even sending my info multiple times, and no where did I see anything about cash deposits it was supposed to be a playthrough bonus I that I played through and met

Dear apratt863,

I have reviewed the evidence provided by the casino, and I am afraid you are not eligible for the amount you are trying to withdraw.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan

Ok but since they don't seem the respond to me can you ask them that all I have to do is make a deposit then I can withdrawal? Is that what there saying ?

Dear apratt863,

I am afraid that won't help, as there is a missing deposit between two previous bonuses.

The complaint will be rejected as mentioned above.

Thank you for your understanding.

Kind regards,

Stefan