Ruby Slots Casino - Player’s deposit has never been credited to his casino account.

I deposited 49.11 via litecoin to rubyslots 6-18-22 at 12:00 am. I got an email from rubyslots stating that it was not credited and to contact support. I attempted to for several hours and they never came on chat. The email says to contact support and guides me to their chats. I sent them an email and no response. Finally got a hold of someone on chat. They sent me to processing. The guy says have to wait 12 hours. Do so and come back to him and he says I have to email support. He said they will respond in 3 hours. I explained it’s been 6 and no response. I do as he says and it’s been 4 hours and no response.

I contacted my wallet and they said it went thru on their end and is the casino who is not funding me. I’ve attached all screenshots

Dear apannate22,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

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

Best regards,

Petronela 

the payment wallet finished it. its sitting in the casino wallet. thats why i shared the screenshots to prove that. on top rubyslots never answered any email and on top turned around and blocked my ip. so they took the litecoin

Thank you very much, apannate22, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello apannate22,

I will assist you with the complaint from now on. I would like to ask the representative of Ruby Slots to join the discussion in order to help us resolve the issue.

Ruby Slots Casino,

could you comment on what's been done to address the situation? When can apannate22 expect the deposit to be credited to his casino balance?

Greetings all,

I had this reviewed at the highest level and it appears you are absolutely correct apannate22. I can only apologize, the deposit center agent in question was incorrect and is now undergoing further training to assure this never happens again.

Thank you for bringing this to our attention, your account is active and the deposit has been credited as cash. It is ready when you are.

If you would like I can credit the same deposit coupon you used on your previous deposit, just say the word. Or you can play it as clean cash with no rules, entirely up to you.

Best wishes,

Nick and Ruby Slots

I'm sorry bjt ruby slots needs to do more than that. multiple and i mean multiple agents with ruby slots kept saying it was my bitcoin wallet that was the issue. i went several days with no answer. Then to add insult you all fixed it to where every time i login with inclave it directs me to an error which would appear my ip is blocked. and the resolution you provide is to say my credit has been applied? Ruby slots would have gotten away with stealing if i didnt file this complaint. So crediting my balance which should have been done to begin with is not enough, nor can i prove they did that since they are blocking my login

i can get in now and see its there but the resolution being offered is still not enough because of what i went thru to get in and get what i paid for

Hello all,

First, let me thank Nick and Ruby Slots for their help in resolving the issue.

apannate22,

As the deposit was credited and the access to your account was restored, we believe we can consider the case resolved. Any compensation for the caused trouble is up to the agreement between the casino and you.

We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.