Ruby Slots Casino - Player is struggling with withdrawal due to inaccessible account.

I won 1000.00 and have been trying to withdrawal my money. I've tried one other time to withdrawal from this casino and after 2 months of waiting I logged in only to see that the money was added back to my playable amount. So I played that and that's where I won the 1000.00. I've submitted all the info they have asked for. They told me most withdrawal requests are approved after 7 business days. After 8 business days I chatted with a woman named Julie Carlson that told me I had to email docs and the same info I already submitted to their form. She gave me an email address that didn't exist. Now I'm trying to log in and find out what the real email address is and it won't let me log in. It keeps saying "bad gateway". Someone please help me. I've attached a picture of the email address she told me to send the info to. I attempted to send the email and got a response back from Gmail that the email address wasn't found.

Dear jkfernald,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the screenshots you are referring to?
• Were your initial winnings achieved with the help of a bonus?
• Have you previously deposited in the casino?
• You can post screenshots here, or send them to my email at tomas@casino.guru

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

Best regards,

Tomas

here is a picture of the email address she gave me. The money I won was from money I deposited.

This is a pic of my transactions leading up to the 1000.00 that I won.

I just need the real email address to send the info to. And I forgot to mention that it finally allowed me to log back in last night.

Were you able to find out the correct email address from support?

Are the winnings you are attempting to withdraw currently with the deposit you made here?

No I never got the correct email address.

Thank you very much, jkfernald, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 jkfernald,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. 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? Would you please specify if the withdrawal request was already approved and processed from your side or if verification is still pending so you cannot proceed with the payout?

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

Kind regards,

Natalia

Greetings all,

I had the opportunity to review the situation, the maximum cashout for the chip in play at the time of the win would be $100 however there were multiple consecutive free chips in a row, contrary to the terms and conditions of the casino as well as the free chips themselves. Only one free chip is valid between cash deposit/play sessions unfortunately.

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

Best wishes,

Nick and Ruby Slots

I didn't ask for the free chip, they sent me a message that said "we see you haven't played in a while, we added $100 to your account for being a VIP player". I didn't ask them to add anything.

If that really is the case, then why did their chat customer service lady tell me they haven't paid it out yet because the bank information I sent them was for a Chase Secure Account and they don't accept those accounts, it has to be a Chase Total account? Which I just sent the info for. Are they just trying to get my bank info then? Because now they have information for both my bank accounts. If they don't plan on paying it out, why don't they just say that instead of dragging me along?

Dear jkfernald, we have received the supporting evidence from the casino, though we need to check a few more details with the casino representative to make the whole picture clear. I'll let you know as soon as I get more information.

Thank you for your patience.

So you can clearly see that she tells me they don't accept Chase Secure Account only Chase Total Account. And that all I have to do is send in the new info and they will pay it out.

Dear jkfernald, we checked the screenshots from the casino and can see that there were indeed several free chips requested from your side with no cash deposit in between.

However, I'd like to ask the casino representative to specify if the player will be eligible to receive winnings ($100) from the last one used if the conditions of the bonus can still be fulfilled?

Greetings all,

The requested withdrawal was denied due to incomplete playthrough (as well as the account still lacking valid payout details), there was an additional free chip cashed on top of this balance (mixing funds) then the entire balance was played back into the casino. I am afraid there are no playable or withdrawable funds currently in the system.

Best wishes,

Nick and Ruby Slots

Thank you for the explanation, Nick.

Dear jkfernald, based on the information from the casino that you have already lost your balance and there are no withdrawable funds in your account, we cannot continue resolving your complaint. Please, also be careful with the terms and conditions of bonuses to avoid any such situations in the future. It is stated in the casino's terms (https://www.rubyslots.com/terms-conditions/) that players cannot redeem multiple free bonuses consecutively and players are entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.

Regards,

Natalia