Ruby Slots Casino - Player faces issues with delayed withdrawal.

I played through a bonus and won 3700 dollars I did the verification signing up and they still have processed it. I sent them bitcoin address and and I sent multiple emails with my id attached to different urls they sent still saying I need to verify and the website verification is very glitching. I spent money here and want payed they took my money quick but make it a headache to recieve money. It’s been since the 28th of October

Dear alv71992,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise which exact bonus you activated and played?
• Was it a free bonus or a deposit bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear alv71992,

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 have been verified now it’s been 20 days and they keep say we are escalating to get it done but have not. This was said 3 times, there is no communication between Ruby Slots and employees. They keep saying in the next 48 hours that’s been said 6 times. They continuously ask for my info like bitcoin addresses etc never give me theirs. They are rude and not efficient at their job. The support team or casino has no calling number just through email and the direct message. It’s a nightmare every answer is regurgitated bs I want my money.

Thank you very much, alv71992, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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 in the near future.  

Hi alv71992,

I've reviewed your case and am sorry that you came across such a problem at Ruby Slots. I'll try my best to help you with the issue 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? Could you please specify what is the current status of the player's withdrawal request? When can the player expect it to be processed?

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

I’ve given you all the information they still have not paid me and they are now in violation of their terms of service. They owe me 3700.00 dollars

Greetings all,

I have reviewed the situation and I'll see what can be done to assist.

Best wishes,

Nick and Ruby Slots

Dear Ruby Slots Casino, could you please share any updates?

Hey Natalia,

The first payment was issued via Bitcoin on the 28th of November, the second should be going out shortly at which point the player will be paid in full. Please let us know when that comes in alv71992!

Best wishes,

Nick and Ruby Slots

Thank you for your reply, Nick.

Dear alv71992, please, let us know if you have already received the first payment.

Dear alv71992,

Have you received your withdrawal from the casino yet?

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.