Ruby Slots Casino - Player lost their winnings due to mixing funds.

I won 1,790.00 and never received it to my bitcoin on my cash app.from Ruby Slots

Dear billym1976,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Now they are say I'm not going to receive anything because I mix matched witch is tryu they said I bbought more spins when false u had win 2,500 at first and redeam and the later I cancel and started to play and list 700 in the process and brought it to 1,790.00 and redeem was it was submitted and I saw it was exceoted then I did purchased some spins but they say I bought some to make it come out to 1790.00 that ridiculous thing I have ever heard will u plz or can I file a law suit I win fair and square and now they don't want ti pay me what i won fare and square plz help

Thank you very much for your reply, billym1976. Do I understand correctly that the casino confiscated your entire balance? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, billym1976, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 billym1976,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Ruby Slots Casino to the conversation to participate in the resolution of this complaint.

So do u understand what I'm saying about my case they said since I I had won 2,500 and requested a withdrawal and had request to redeem on my cash app , but upon reading I asked cash app representive if they allow international checks they said no so I was having trouble on what app excepts this check so during the process of finding what app would I read that ifi submitted and incorrect wallet that my funds would be lost so I cancelled my withdrawal and decide to play never did I buy in or mix match with any other spins or nothing but during the process if playing I had lost 700.00 of my 2,500 and witch brought now to 1,790.00 and stopped and ask for a with drawal of the same 2,500 now they said since I mixed matched they took my 1,790.00 and didn't receive any thing that is so unfair and wrong fir them to take all my winnings very frustrating and wrong not to receive any of .y winning s

Greetings all,

I had the opportunity to review the situation, the initial win was from a free chip carrying specific rules. Then the cash deposits start on top of it and additional funds in the form of a deposit coupon, suddenly we have a huge mess. The most important point here is that not all playable funds are created equal and funds need to be kept separate in order to continue to have their intended value. This means that before adding anything to your casino account, cash, bonus, anything, you need to assure that your playable balance is as close to zero as possible (minimum below $5).

The withdrawal request was denied for "mixing funds" per the terms and conditions of the casino and the deposit cash was removed from this and re-deposited into the account to give the player a chance to win without the free chip restrictions. These funds were then played to zero.

Unfortunately that is pretty much the end of our story here, the requested withdrawal was not valid for withdrawal for the above reasons and all funds have been played.

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

Best wishes,

Nick and Ruby Slots

Thats the problem I never added cash to my current winning that ludicrous why would I add cash when I already have the cash to play that is a bunch of bull crap all I did was play my first winnings thats it and lost 700 of the 2,500 played and now its 1,790 from the 2,500 so what are u talking about mix match bull crap so this isn't hard to see that yall just stole my winnings fir nothing done wrong

I didn't deposit money until I rede em my winnings is when I deposited money what are y'all talking about that had nothing to do with. My winnings a did that after my winnings was requested y'all never added money or free spins to what I won that's a bunch of bull ***** y'all just don't want to pay be honest like really y'all take people hard work money every day and we pay to play but when some one hits we have to go through all this and that isn't fair at all so I didn't receive shit so then were is the 1,790 then I should still have something if I didn't redeam that I should still gave some kind of cash y'all just can't take it all from me their should be some kind of cash u no thats wrong anyone can see this is wrong y'all to do this

If I had not redeam that 1,790.00 I would have that right in my account to play were is that I should have that 1,790.00 on my account I should have been paid that fir sure but y'all don't want to pay me ok but I should have some kind of money y'all just can't take that all away and not give me nothing 0 so if I had. Not redeam I would be playing. On the 1,790 but y'all took every thing and didn't give me shit. 0 nothing for dome kind if bull crap match bull crap when I never addedoney or spins to my winnings. Thats all lies because is stupid to added money on the winnings when I have money to play with or claim any free spins come thats dumb just be honest y'all stole what I won fare and square tall stole what I won. Be honest gggs this is sooooo wring any one can see this is wrong of yall

Hi all,

Sorry for the delay and thank you for your replies.

Dear billym1976,

Let me ask you some questions:

1. When you finished wagering the winnings from free spins, what was your balance?
2. Did the bonus have a max cashout and if so, was it applied?
3. Did you make the deposit before or after the wagering was finished?

My winnings was 1,790 should have been my pay out I didnt add any money until I requested for my pay out is when I bought purchased my spins and received free spins that wasn't added to what I previous won I had submitted a pay out nothing was added to what I already had won.was already had been summied .so I should have received 1,790.00

Hi billym1976,

I'm discussing the issue with the casino representative on Skype. I will keep you updated.

Ok thank u I have been clearly rob of my winnings they just wrong for doing that

If I didnt win just saying but I did but if thats the case then where did the 1,790 dollars go where is that I should have got that back at least right but didnt receive nothing

Hi billym1976,

As the casino rep is on vacation, we'll have to wait a few more days. I will keep you updated.

Dont see why its taking so long its plain to see with all the evidence I've sent , screen shots , messages between me and their casino rep. That they plain and simple just stold what I won I'm owed 1,790.00 that's a for sure deal but just say if they are right but their not but just a sernio then where is the 1,790 at if I didnt win then that should have been put back to my account so I can play and work at getting enough spins and credits so it can work to making it count right but they just took it all they just took every thing wish is wrong plain and simple it dont take a genius to see they are wrong I should have won that 100%

It even states right here it was approved then where is my winnings

Dear Nick,

To make some progress here, we need the requested information. Could you please respond here or by Skype or give us a timeframe?

A time frame what do u mean

Greetings all,

And apologies for the delay, you've got mail Peter.

Best,

Nick and Ruby Slots

It's been a hole month and still nothing 0 nada wow this is very disappointing how I have been treated

Thank you Nick for the details regarding the case.

Dear billym1976,

I've looked at all the evidence and I'm afraid I won't be able to help you with this one. Even though we find the bonus rules on this platform very complicated and user-unfriendly, the casino can't change them. After long discussions, we managed to find a compromise that would keep the players informed about the special conditions for the bonuses since they can't be changed. This information is presented in the form of a popup that you have encountered. Unfortunately, there were no alternative options available. If you are not sure about bonus rules, I strongly suggest reading the information in the pop-ups or alternatively contacting casino support and asking how it works. The main source of confusion lies in understanding when and how the bonus conditions come to an end. Players often mistakenly assume that the bonus wagering and other requirements are completed once they finish playing with the bonus, but in reality, these conditions still apply even after the bonus play appears to be over. In your case, the result was mixing funds even though I understand this wasn't your intention. I'm sorry but your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter