Ruby Slots Casino - Player claims that their payment was delayed.

My deposit bonus of $250 was reversed and withdrew without me doing anything on October 30th and I have no idea where that money went. I played through the entire bonus so that $250 is money I won not the deposit bonus initially given to me. The $90 is money I won as well and was able to withdraw to my bitcoin account and was approved. I have not received it yet however and am unable to contact them regarding an update.

Dear jakenevins97,

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 jakenevins97,

Have you received your withdrawal from the casino yet?

No, I have not received my withdrawal

Thank you for your reply, jakenevins97. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

How come you aren't able to contact the casino?

Dear jakenevins97,

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.

Yes I have passed the KYC. And they finally contacted me they said I have a deposit issue that I can’t get in contact with them to resolve the issue and receive my refund

Could you 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.

Unfortunately this is all I have. This is the email they told me to send information to in order to get my withdrawal. Every other communication I’ve had with them is in a

Did the casino specify what went wrong with your deposit?

No they just say there was a problem with the deposit and until that problem is resolved they are holding my withdrawal

Thank you very much, jakenevins97, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi jakenevins97,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Ruby Slots Casino to join the conversation and contribute to the resolution of this complaint.

Greetings all,

Unfortunately the deposit that resulted in the requested withdrawal was denied by the issuing bank and could not be collected by our 3rd party payment providers, thus the request was denied. There was a $250 non-cashable deposit coupon from this amount that would have been removed on approval, however the remaining balance of $90 is not withdrawable for the above mentioned reason.

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

Best wishes,

Nick and Ruby Slots

Thnk you Nick for your reply and message.

Dear jakenevins97,

The information I received suggests that there was an issue on the side of the bank. Have you contacted your bank regarding this issue? Is it possible that some transactions are automatically blocked?

Yes there was an issue where the bank blocked the transaction when I tried to deposit. That was taken care of and worked out with my bank and I have sent the supporting documents to casino.guru but still have not received an update yet and it’s been a month. I understand the $250 but I would like the $90 as soon as possible as I’ve done all I could on my end and have simply been waiting over a month for them to rectify the situation on their end.

here is the message my bank sent me and them saying the situation is fine if I get charged in the future.

Hi jakenevins97,

Do I understand correctly that you only made one deposit that didn't get through? If you made the winnings from that deposit, I don't think you will get the winnings.

No I made an initial deposit which provided the bonus and the $90 I won and cashed out. The deposit was successful so the $90 should not be affected as shown here. I then tried to make another deposit which was declined and I had to sort out with my bank. I provided my bank statement to prove that one transaction was approved but the other wasn’t.

Thank you jakenevins97 for your reply.

Dear Nick and Ruby Slots,

Could you please address Jake's last response?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies, I have been out of the office for the holidays. I can confirm categorically that no valid funds have been collected at any point.

Best wishes,

Nick and Ruby Slots

I’m sorry Ruby slots is correct. I talked with my bank over the holidays and they said they initially sent the transfer over but then rebounded it so it never made it through on Ruby slots end but looked as if it made it though on my end. Sorry for the confusion but Nick is right and there was no funds deposited. My dispute is resolved seeing as how if no funds were deposited I can’t expect the $90 haha.

Hi all,

Thank you for your replies.

Dear jakenevins97,

Thank you for the update, we appreciate your honesty. 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,

Peter