The player from Florida had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed at that time. The player had been struggling with the account verification process and had found it difficult to reach Ruby Slots Casino's customer service. After the Complaints Team intervened, a casino representative had explained that the automated system did not accept the player's documents. The player then manually submitted the documents. The casino had also raised a concern about multiple accounts from the same household, which was resolved after the player clarified that his wife also had an account. The casino then verified the player's account and processed the withdrawal. The player had confirmed the receipt of his funds and the issue was resolved.
Ruby Slots Casino - Player claims that payment has been delayed.
Amount: $100
Ruby Slots Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I opened an account and was offered a no deposit bonus. I met playthrough and now there is no way to contact them for payout. You put in your documents and it just doesn’t do anything. There is no way to contact them via chat and they don’t answer emails.
Dear KKelly38,
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
I just want to be able to verify my account and I’ll be happy to wait for the payout, but putting in your documents and doing a liveliness check doesn’t take and there is no way to contact them other than email, which they don’t answer.
It’s now been 4 days trying to contact Ruby Slots with no reply. No live chat available and 6 emails sent, which they don’t answer.
I’m still trying to get someone at this casino to answer an email to assist with verifying my account. I’ve been waiting since Oct 26th. My ticket number is 153227718.
No. I have not. There is not even a way to talk to anyone. They don’t answer emails and don’t have live chat.
Thank you for your reply, KKelly38. Do I understand correctly that you uploaded your documents somewhere in your casino profile? Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?
When you go to the withdrawal screen, it has a place to attach your docs. It takes you to hooyou or something like that. I did the live image selfie thing and attached my Florida drivers license. It said I was verified, but when you go to the withdrawal screen, it just wants you to do it again, so I did and it verified again. It’s just a vicious loop and nobody with the casino replies.
Thank you very much, KKelly38, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Hi KKelly38,
I've reviewed your case and am sorry that you came across such an issue with the verification of your account. I'll try my best to help you by contacting the casino and we'll see what can be done when they reply.
Dear Ruby Slots Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please confirm you have received any documents for the verification of the player's account? Can you please advise at what stage the verification is at the moment?
If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
Greetings all,
I had the opportunity to review the situation and it appears that the documents submitted through the automated verification were not accepted by the system. If you could please submit those documents (current ID front and back and recent utility bill) manually to support@rubyslotsmail.com KKelly38 it would be much appreciated. Once we have this information we can proceed with account verification.
Best wishes,
Nick and Ruby Slots
Thank you for the updates, KKelly38 and Ruby Slots Casino.
Dear Nick, could you please check if the documents have been received? Please, let us know as soon as you can start reviewing the documents of if there's any other news regarding the player's case. Thank you.
Greetings all,
I have located the documentation and submitted it to the requisite department for review, it seems there is at least one additional account within your household KKelly38 contrary to the terms and conditions of the casino (which only allows one account per player or household) however we will see what the outcome is once the information has been fully reviewed.
Best wishes,
Nick and Ruby Slots
My wife had an account with you. To my understanding, it was never used and should be closed. I’ll have her contact you regarding hers.
Per Charles Pinnock with Ruby Slots, it is ok for us both to have accounts.
My wife spoke to VIP customer service. She has access to chat. I do not. She was told we shouldn’t have an issue.
Not sure where this stands. My account now shows my id was verified. I sent a confirmation deposit, which isn’t posted, but customer service doesn’t answer emails and I have no chat option, so this is my only way to communicate. Still waiting on the 100.00. Today is one month:
Thank you for the updates, KKelly38.
Dear Nick, do I understand correctly that the issue with an additional account that belonged to the player's wife was settled, so the player's account was finally verified? What is the current status of the player's withdrawal request?
Greetings,
It appears that all is well, if there are any issues or anything further required I will let you know here. Otherwise just let us know when that comes in KKelly38!
Best wishes,
Nick and Ruby Slots
Dear KKelly38,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
