Ruby Slots Casino - Player cannot withdraw her winnings.

I sent in all the documents they had asked for scanned them via email twice just to make sure they had colored ones, they sent any email saying the Finance Dept found discrepancies and need my bank statements. (To identify my deposits) I’m not sending my bank statements to them, and feel like I need to close my debit card and credit card I sent them copies of like they asked. It’s nice they can take the money out as soon as possible so you can play games, but when you win and want to withdraw then there’s a problem.

Dear Rhea,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I am afraid you will have to go through this process if you want to withdraw your winnings.

Asking for bank statements isn't anything unusual, and I would recommend that you fully cooperate with the casino and provide all the necessary documents (in sufficient quality) as soon as possible.

Please keep me updated and let me know when you provide the required documents, or if there is anything new regarding this issue.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your reply

Dear Rhea,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Haven’t heard anything from them after submitting my pics and documents

Thank you for your reply, Rhea. Do I understand correctly that you have already provided all the required documents?

Yes

Thank you very much Rhea for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Rhea,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear Ruby Slots Casino Team, could you please provide us with the information what is the status of the player's verification (KYC)?

Thank you in advance for providing the information.

Greetings all,

On review of the situation I see we have two issues here Rhea, the first would be that the deposit in question was refused by your bank on your end and never collected by our 3rd party payment providers. Providing a complete bank statement proving otherwise would be the only way to go here, otherwise we need to assume that the information we have is correct. If there was no deposit there can be no win on said deposit it's as simple as that.

There is also no confirmed means of payout listed in your account, meaning if the win were valid then we cannot have it reviewed and approved until we have the necessary information in place to do so.

My suggestion would be to communicate with the requisite department (I can see you are already in contact) and provide the requested documents. Unless we have them there is no way to move forward or assist.

Best wishes,

Nick and Ruby Slots

Dear Rhea,

The situation is clear now.

Your issue could be moved forward once you provide the casino with the necessary documents. If the casino did not receive any payment upon deposit (your bank refused to release funds to the casino's bank), there is no other option how to verify your statements.

From our experience, I recommend following the casino's instructions and providing them with the mentioned document(s).

Let us know please about any progress. We are looking forward to hearing from you soon.

I have sent the documents they have asked for, so at this time I can see that this is a total SCAM and will continue on my own and share with every public forum and take action elsewhere as seen fit.

Thank you Guru for your time and effort I appreciate it.

I do not appreciate the SCAM . I have had to change all my banking accounts because 2 deposits had been accepted by the SCAM slots and know they say they don’t have the documents, insinuate that I’m untruthful along with my statements. May they reap what the have sown.

Dear Rhea,

I am afraid I do not understand your update.

What documents were sent to the casino? Could you please provide me with all documents and/or data that you shared with the casino per its request? You can post them directly here, in this open thread, with your reply (not visible to the public), or send them to my email address (branislav.b@casino.guru).

What is the reason for claiming that this casino is a "SCAM"? Did they reply to you after receiving the necessary documents? Can you share the whole communication with the casino with me?

Hello, Rhea,

Was your issue resolved? Could you provide us with an update and answer to questions from my last post? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Nothing has been done, please do not contact me in this matter any further I will take it in a new direction

Dear Rhea,

Based on your request and the fact you failed to answer my questions and provide us with the requested documents, unfortunately, we are rejecting this complaint. Sorry, we were not able to 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.

Thank you very much, Nick and Ruby Slots, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru