Ruby Slots Casino - Player blocked from the account after withdrawal request.

I won $300 on 12/26/23 after making an account because they sent me an offer of free spins & said I could withdraw if I win. I submitted the withdrawal request then they asked for me to send at least $10 to verify the acct or something because I was requesting Bitcoin, so I ended up sending $12. Waited and didn't ever hear anything so that day I got on chat to ask , they told me it could take 7 to 10 days. On 1/5/24 (10 days after submitting withdrawal request) still no payment or any word from them so I contacted chat again, they told me to give them my Bitcoin wallet address so they could check, after that they told me they didn't know what was up basically so they told me they would send my issue to the appropriate department & for me to chat them back in 24 hrs. After 24hrs I tried logging back in so I could chat with them , but was unable to , I got some error. I tried several times and every day afterwards and even on another device, but still can't be logged in . I really think they are not intending to pay me and blocked me from logging in. I forgot to mention, I have also sent a few emails to their contact email with no response whatsoever.

Hello beckysmith1006,

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 since when is your account fully verified? Was there any maximum win limit of the free bonus you claimed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I made the account on 12/26/23, and I believe it was the very same day they asked for me to send the payment to verify my account.

No. There was no maximum win limit on it. Thats the thing that caught my attention to sign up.

The last time I spoke to the casino was via chat & that was 1/5/24, & I contacted them to find out why I hadn't been paid yet because it was exactly 10 days since I submitted the withdrawal request. This is when they asked me to verify my bitcoin address I had put to have it sent to. Then they told me they would forward my "case" to the appropriate department, and told me to contact them again in 24 hrs so they could get it resolved for me.

After that (24 hrs later)is when I was unable to log in .

Thank you beckysmith1006 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you beckysmith1006 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ruby Slots Casino for their help in resolving this complaint. We would like to know why is the player unable to log into the account and what can we do to help withdraw their winnings.

Thank you!

Ok, that sounds good. Thank you for helping with this.

Greetings all,

I had the opportunity to review the situation and it appears the account is deactivated as it is associated with at least one other account in our system that was previously deactivated for valid reasons. The win in question was definitely from a $100 maximum cashout free chip however for the above mentioned reasons this will not be eligible for withdrawal.

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

Best wishes,

Nick and Ruby

Im not aware of any other account that would be associated with them.

Dear beckysmith1006, as Nick has mentioned I was provided with supporting evidence of the associated account. Unfortunately, due to this reason, we will have to reject your complaint. 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.