Ruby Slots Casino - Player faces withdrawal issues due to document format claims.

I have been trying to withdraw money from this casino since September 20th but haven't succeeded.

They keep putting the money back into my gaming account and then I have to go to chat to find out why.

I have had to start over from scratch.

I have received many different responses.

I have submitted all the documents they have asked for but they still aren't being approved.

I have sent both proof of account and bank statements multiple times.

Now I got a reply email from the chat, there was a man who promised to talk to the department responsible for payouts to confirm that all information they requested is included in the documents I sent.

But his response was that they still didn't approve the document because it wasn't in the correct format.

I spoke with the bank and according to Handelsbanken, each bank determines how the document should look, and they don't have to follow a specific format.

The required details, according to the casino, are ending balance, account type, transaction and activity visible for 1 month in PDF format.

I cannot obtain any other type of bank statement.

What do I do?

Dear Arnvinn,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

The bank statement you attached to your complaint is missing information vital for verification, specifically your name. Do you receive any monthly bank statements at the end of each month, that would be more detailed than the document you provided the casino with?

Have all your other identity documents been approved during KYC?

Has the casino suggested any other way your proof of payment could be verified?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have taken some screenshots from my account

Screenshot of my bank statement that I have sent to cadinot

I also submitted an account proof that I own this account

I have not received any response to their refusal, I have only been contacted by chat and they have checked my account and only said that it was not approved.

But no real answer as to why.

The last person I had contact with who contacted the disbursements department was the one who replied that it must be according to

'Bank Statement template'

Following up to our live chat, for the escalation I made with the Bank Statement that you have provided for us our team rejected the approval of it.

Unfortunately it cannot be accepted due to the format it is being presented in. I do understand that you are saying that the information we require is there on the statement, however our team needs the correct format to be able to accept it.

What I can recommend is to search up Bank Statement template so you can see how it shall look like and try to contact your bank if it can be presented in such format. 

We need the Statement of your bank of last one month with ending balance, account type and transactions and activities visible. 

Meaning if you look up the format I hope you'll understand what our team wants from you.

Once you were able to get the format required you can send it here : payments@casinosupportcenters.com 

Här är mailet jag fick ifrån honom i chatten

Thanks and best regards,

Floyd O'Donnell 

RubySlots Casino.

Här är malet som jag fick från honom i chatten

Hello, today December 11th, I logged into my account at RubySlots and again they have put the money back into my gaming account.

This time I also did not get any explanation why they are not paying out the money.

My question, should I make a new withdrawal request? Or leave the money where it is?

What is best for your review?

Thank you for keeping me updated. Could you please confirm if you sent the bank statement in the correct format as requested by the casino? Kindly note that your winnings can only be withdrawn once your account is fully verified. If your bank statement has not been approved, this could explain why your withdrawal request was canceled.

Could you please send me a screenshot of your withdrawal history?

Hello, I took a screenshot of the email I received from the casino and there he writes that what is needed is the final balance, account type, 0ch transactions in pdf and I have sent this in original to the casino.

I don't know what kind of screenshot you want from me because I have sent you one with all the transactions.

I have sent you several emails and there is everything I sent to the casino with

Please explain if I'm misunderstanding what you mean by withdrawal history?

Screenshot from the casino's history

Thank you very much, Arnvinn, 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 Arnvinn,

I've just reviewed your case and am sorry to hear about your struggles with verification of your payment method. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Ruby Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify why the player's documents were not accepted? According to the player, their bank cannot provide them with a specific format of a bank statement, that was requested by the relevant team. However, the casino representative admitted in the email that the provided bank statement may contain all the necessary data (I'm referring to the message shared by the player in this thread). So the problem only lies in a "wrong" template the player's bank uses?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia