Ruby Slots Casino - Player claims that payment has been delayed.

I met all wager and play through and I can withdraw $100

They are not allowing me to withdraw because another person shares the ip address as I do who plays on there casino. my name is Maria P*** my phone number is 626-***-**** my address I s***. I manage a motel this is where I live and the other person is my housekeeper and she lives here as well. I don't understand why that matters.

Dear newportbaymotel,

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 newportbaymotel,

Have you received your withdrawal from the casino yet?

They are refusing to cash out and they removed the amount and they refuse to talk to me after numerous attempts to resolve it. I asked them to refund the money I deposited becaues they had no intentions of letting me cash out. Because I live in at a motel that I manage and we share ip address.

Thank you for your reply, newportbaymotel. I would like to emphasize that many online casinos forbid multiple people from the same household from playing at the same casino.

Do I understand correctly that you accumulated your winnings with an active bonus? Could you please advise if you passed the verification?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The communication I had with them was mostly on the chat box on the site also I did sent emails with all verification to there email address and I uploaded my ID and mail and on my id it matches the mail I alo did the face verification at least 4 times. Thats fine if they don't want to pay me out then my request to them is refund my deposit because they took it with me believing that they have fast cash outs and no where does it say before I made my deposit that they would not pay me out because other players exist at this location but are a seperate household gambling on there site. Just because we provide internet (wifi) obviously we share the same wifi ip address. that doesn't mean we are the same household.

When did you create your account? Did you accumulate your winnings with or without an active bonus?

Dear newportbaymotel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'm giving up and it is what it is,

I understand. I will now close this complaint. 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.