Ruby Slots Casino - Player’s deposit is missing and access to account blocked.

I deposited a couple of time and got a free 100 in between. I the deposited $50 to get a crypto bonus and when I logged into my account the deposit wasn’t there. When I aske them about it, they said I had another account that had $189 in it.

I spoke with several representatives, but I could never could play that deposot.

I sent two emails to their support asking for a refund with no reply.

Now I can’t even chat with them or even see my account.

please help me either get to play that deposit or have it retuned to me as o asked them to do also.

thank you,

Ron Viltr****

Hello vibrant39,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ruby Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please confirm whether you have more than one account or not? What method did you use to deposit and do you have any payment confirmations of them? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you vibrant39 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, vibrant39,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Ruby Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should he take to unblock the account or get to it? What happened with the unused deposit?

Can you send me relevant evidence supporting the casino's claims?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you Branislav for your help.

Greetings all,

I reviewed the situation and I can definitely see what the issue is, there are at least 9 accounts related to you in various ways vibrant39 that I could find superficially within the system. Two of these accounts appear to belong to a different individual residing at the same address. Per the terms and conditions of the casino only one account per player or household is allowed, it would be prudent of you to contact customer service and clarify the relationship between yourself and this secondary individual and submit full documentation confirming your identity as well as closing any peripheral accounts. Left undone this could cause serious issues moving forward.

The good news is I located the account with the deposit in it and it is open and active and contains the balance in question, most likely you have been trying to log in to a different account that has been closed. I would suggest contacting our service department in general for these reasons. The rest should sort itself out nicely I would say.

Best wishes,

Nick and Ruby Slots

i only have one account as far as I know. I certainly didn’t intend to defraud. I had a girl living with me up til about 4 months ago and she did a lot of no deposit stuff.

I have been through it with that chat folks trying to get to those funds. I really need a non-inclave login to your site. I will contact customer service.

I just heard from Michelle who may be the other person. She deactivated her account.

I have a copy of her deactivation letter from the beginning of this year, before I registered for your casino.

Thank you for the response.

Hey I can’t even log on to Ruby slots, how am I gonna chat with anyone lol.

if Ruby Slots wants to show how this is my fault that I can’t to my money and that they are legi, why don’t they provide me with a username and password to get to my funds?

Something screwy going on.

I emailed them and the sent no reply email saying it would be 72 hours for a reply because they are soo busy. I replied that this shouldn’t wait and that time is of the essence.

ya think I heard back from them? Heck no.

They just pocketed my deposit is all it is.

Would you guys help me please? I still cannot log on to even chat with anyone at Ruby slots. This Nick guy needs to simply give me a username and password. I don’t see what the holdup is. It’s now been a month and I am out of money.

Dear vibrant39,

I do not think anyone may provide you with a password.

Did you try to contact the casino's customer support via email? If yes, can you please inform us about any progress?

Dear Nick and Ruby Slots,

Thank you for the explanation.

What do you suggest as a solution to the player's situation?

Is it possible to provide him at least with an email assigned to the account with the disputed funds, or at least a domain or email inbox provider used?

If he cannot reach the casino's live chat, is there any email address that he could turn to?

Yes I contacted them through email with no response other than automated 72 hour one. I even sent one attn: Nick

They are really pissing me off.

Alright, vibrant39. Thank you for the update.

Let's wait for Nick's suggestions.

What is going on? This Nick from Ruby Slots says he knows where my money is. Why hasn’t he gotten me to it? Why don’t they just give me my $50 back?

Great news! I contacted slots garden and chatted with Tracy and was able to get temporary password and get in on my desktop. We’re in the process of changing my email so that I can change my password. Not everything yet, but I’m playing!

You can close this case.

Alright, vibrant39. Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been resolved. I will now mark your complaint accordingly in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Nick and Ruby Slots, for your cooperation.

Best regards,

Branislav, Casino.guru