Ruby Slots Casino - Player faces a delay in withdrawal due to communication issues.

I encountered issues with the communication regarding my withdrawal. Despite submitting all required documents in July 2023, each time I inquire about my payout, they claim to research it, then ask if I've sent my documents. There's a lack of clarity on the status or any discrepancies. It seems they may not have a record of our previous conversations, and my emails might not be reaching them directly.

Hello inchikchan,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear inchikchan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

The complaint was reopened based on the player's request. Can you please answer to my previously asked question in order to proceed in resolving the complaint?

The verification started last October 2023

Hello inchikchan,

When exactly did you request the withdrawal and what method did you use to do so? Can you please forward a screenshot of the pending payout?

Dear inchikchan,

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.

Update: Out of 10 withdrawals. only one hit in my acc.

Hello inchikchan,

Can you please forward the previously requested screenshot with the pending withdrawals? When exactly did you receive that one payout?

I was informed that the finance department won't process a wire transfer anymore, so I provided my Bitcoin address as requested by customer service. They assured me the funds would be in my account within 24 hours, but after waiting, the money hasn't arrived. A VIP manager asked for my Bitcoin address again, promising a special request with another 24-hour wait. Now, more than 24 hours later, I messaged them again, waited over an hour on live chat, but they turned it off after a brief absence from my phone. This situation is becoming frustrating. Picture attached are the list of my payouts.

Hello inchikchan,

Please keep in mind that whether it is a wire or a crypto transfer, we always recommend to wait 14 days for a payout to be processed. Please let us know within a week if there's been any update.

I do understand but most of them are since November.

Thank you inchikchan for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, inchikchan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Please and thank you.

Greetings all,

I had the opportunity to review the situation and there are a number of transactions in process (approved and/or paid), it appears that approval and payout to the 3rd party is moving from what I see with a payment being actuated approximately every 10 business days which is standard for wire transfer withdrawal and per the terms and conditions of the casino. A payment was issued to our 3rd party today (February 15th) and should arrive in the bank account within 10 business days at which point the next withdrawal in line can be initiated. If there are further issues please let me know.

Best wishes,

Nick and Ruby Slots

Dear inchikchan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.