Ruby Slots Casino - Player is experiencing difficulties with her verification and withdrawal.

Proof I was frauded from rubyslots.com only casino that I had to give them my id and bank card to get a withdrawal that they wouldn’t give. MerchantAmountDateTime (GMT)LocationStatusKFC EXPRESS$47.3109/20/202300:37 AMSAN JOSE COSTA RICADeclined - my bank caught it but they did try to steal money from my bank.

Dear lumsdenangela,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Ruby Slots Casino.

Please understand that requesting identity documents such as ID card, passport, bank statement, or utility bills are normal practice in online gambling establishments. These documents are used for verification which is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As the casinos do not have the luxury of being able to physically see all the players and check their identification, this is the only way gambling establishments are able to complete the verification process. None of the serious and licensed casinos take verification lightly and it might take a few working days to complete this thorough process.

Could you please advise if you passed the verification?

Do I understand correctly that the casino declined your withdrawal request?

Could you also explain in more detail what is the proof you sent here?

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

Best regards

Veronika

Dear lumsdenangela,

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 sent several attempts with my front and back of my bank card and my proof of identification. I was declined numerous times and sent several emails to your company wanting immediate action with my proof ids and no responses but after several requests I said the site must be fraud and it was directly after that email I sent that I got frauded on my bank account from your country.

The emails were sent to documents@rubyslots.com

September 14 and Sept 16.

Do I understand correctly that the casino declined your identity documents? Could you please specify the reason? Please forward the emails with the explanation from the casino regarding your unsuccessful verification to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I can’t forward any emails from the decline responses because if you check the emails I sent I never once got a response to this day.I have sent them to your email. Thank you

Thank you for your emails.

It's important to note that when you upload the photographs of your card to the casino, for safety reasons you should ALWAYS cover the middle numbers. If you have a suspicion that your card details have been abused, we recommend you contact the police.

Regarding the verification of your account, could you please specify if any of your identity documents have been approved by the casino yet?

It has been almost a month and I still have not received any response from my complaints or approval from my documents sent in on the site or by email to them.

Thank you very much, lumsdenangela, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Thank you for your help. Best Regards Angela

Hi lumsdenangela,

I've just reviewed your case and am sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Ruby Slots Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Regards,

Tomas

Greetings all,

I have reviewed the situation and honestly I'm not sure what is at issue here. There was only one deposit historically in this account, it was deposited legitimately and played by the player then it was rejected on the player end, it was never collected by our 3rd party payment providers. As for documentation, this can always be completed through the automated system in the documents section within the casino cashier window. While we do recommend having complete documentation in advance, there are currently no playable or withdrawable funds within the casino system and the only deposit is the single deposit of $30 which was played to zero by the player then rejected for collection on the player's banking end.

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

Best wishes,

Nick and Ruby Slots

Yes I played the winnings off because you wouldn’t accept my bank card or Identification and you never once responded to any of my emails while I didn’t play off the winnings! Please explain!

My bank card was stolen for fraud purchases from this casino period!

Greetings lumsdenangela,

There are no transactions related to you or your card within our system, the only transaction was legitimately deposited by you as a player then rejected by your bank when our payment providers attempted to collect. Please provide your bank statements with the transactions in question to the casino.guru team and we will review them together.

Best wishes,

Nick and Ruby Slots

They have all the emails that were sent to you so this is completely false.

Dear lumsdenangela,

Can you please provide us with a full bank statement for the month of September? So we can see the disputed transaction. Kindly forward it to my email address: tomas.k@casino.guru

Let me know once you do so. Thank you.

Kind regards,

Tomas

I feel this is off topic. What I was disputing was providing my bank and identification documents multiple times to this business and never once received a response and once I emailed and said it was fraud my bank card was frauded by someone in Costa Rica. Veronika has all the emails for proof.

Dear lumsdenangela,

We don't have any bank statements from you, just photos of your credit card, which doesn't help in this case. I kindly request once again to provide us with a full bank statement for the month of September in its original format (PDF).

If you fail to do so, I'm afraid we cannot proceed with the investigation, and your complaint will be rejected.

Thanks for your understanding.

Kind regards,

Tomas

Well I give up as my bank statement doesn’t show it as the bank caught the fraud and sent me a text advising they caught it which I showed Veronika. MerchantAmountDateTime (GMT)LocationStatusKFC EXPRESS$47.3109/20/202300:37 AMSAN JOSE COSTA RICADeclined

so I give up trying to poof the fraud case against them as it’s been over a month and nothing has been done so close the case.

Dear lumsdenangela,

Unfortunately, we are unable to continue resolving this case as the requested evidence has not been provided. Therefore, we must reject your 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.

Best regards,

Tomas