Ruby Slots Casino - Player’s dissatisfied with the withdrawal process.

Support people for Ruby Slots Casino have promised me, at least three times, that my $1,200.21 withdrawal will be paid within 3-5 business days. Obviously, they have never kept any of their promises.

Request ID

#3216962

Date

12/1/2020 7:31:06 AM

Method

Wire Transfer

Amount

$-1,200.21

Cancel Withdrawal

REQUEST NEW WITHDRAWAL

Dear Pmoore8671,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

In the meantime, could you please confirm that you passed KYC? Have you ever made a successful withdrawal before?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Kristina,

Please pass my complaint on Ruby Slots Casino to someone else. The last time you attempted to help me, it turned out to be a lesson in total frustration. Reading what you've written above, among other things, you're starting off poorly.

1. You never sent me an email requesting information. I'm supposed to be clairvoyant?
2. You assume my withdrawal was less than 14 days ago. Otherwise, you would not need to include all the superfluous information about time frames. My cash out request was over 1 1/2 months ago. Of course, you already have a copy of my withdrawal request.
3. Why do I need to prove to you anything? All you need to do is contact Ruby Slots Casino and state that I requested a withdrawal over 1 1/2 months ago, on 12/1/2020, and I have never received my money. Do NOT lead them on with "KYC" rules, or anything else!!! Let them explain.

PLEASE, just pass my Ruby Slots Casino Complaint on to another Complaint Specialist.

Paul

Thank you very much Pmoore8671 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Pmoore8671,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Ruby Slots Casino to the conversation to participate in the resolution of this complaint.

Hi Peter! 🙂!

Sounds good to me. Thanks for keeping me informed.

Paul

Hey all,

Not sure what the holdup is here but I'm all over it Paul, let's see what I can do to get things moving for you.

Best wishes,

Nick and Ruby Slots

Hi Peter, Nick and Ruby Slots, 🙂!

As always, I appreciate you Peter. I also appreciate Nick. All the people I've dealt with at Ruby Slots have been very courteous and positive. I believe they will pay me. Maybe, their still busy from the holidays?

My mom and I enjoyed playing at Ruby Slots. Knowing that our withdrawals are honored at Ruby Slots, enhances our satisfaction of their casino.

Paul 🙂!

Hi all, thanks for your replies.

Paul, please keep me updated on the progress.

Hi Peter! 🙂!

I haven't heard or seen any activity from Ruby Slots Casino. My withdrawal is just setting their, as of the cash out date, 12-01-2020.

Have a great week!

Paul 🙂!

Hi Peter! 🙂!

What will happen if I cancel the $1,200.21, keep $200.21 or $400.21, and immediately do a new cash out of $800.00 or $1,000.00? Will we have to go through the same ordeal again? I.e., months of non-activity, etc.?

I'm broke. I thought, I would had received this withdrawal of $1,200.21, and Planet 7 Casino's $4,503.00, weeks ago.

Thanks, Paul

Hi Paul,

It is hard to say what will happen. However, I wouldn't cancel any withdrawal yet, the casino has to come with an explanation and a solution. Perhaps can Nick help to speed up the process. Nick, could you please update us on the state of the withdrawal?

Hi Peter and Nick! 🙂!

Please forgive me Peter and Nick. I am always apprehensive on my first withdrawal. Casino Guru has stated that the first cash out can take awhile. I'll do my best to be patient.

I appreciate both of you! 🙂!

Paul

We would like to ask Ruby Slots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter and Nick! 🙂!

Yes, I agree with extending the timer 7 days. Ruby Slots Casino's agents have always been pleasant and straight forward.

I appreciate both of you!

Paul 🙂!

Hi Peter and Nick! 🙂!

There has been some positive activity in my Ruby Slots Account. My Withdrawal for $1,200.21 has been moved out of pending. Now, my account shows two transactions, $850.00 & $350.00 ($1,200.00 total), with managerial activity on both. The $850.00 amount shows a wire transfer has been approved. The $350.00 amount indicates manager approval on the withdrawal. I haven't received any money into my checking account, yet. However, it looks like something will be deposited into my checking account shortly. (yippee)

Thanks, Peter and Nick! 🙂!

Paul

Hi Paul,

That is good news. Let's see what happens next.

Hey Paul,

Indeed the approval is complete and it has been escalated for priority payment, should go out quite soon to our 3rd party for you as a wire payment.

The approved amount is $850, when you made your deposit of $100 you did so with a 350% no max withdrawal deposit coupon giving you an additional $350 to play with. The "Manager Approval" you speak of is the removal of the deposit coupon amount which is non-cashable.

Hope that clarifies things, let us know when that cash comes in!

Best wishes.

Nick and Ruby Slots

Hi Peter and Nick! 🙂!

Sounds good! Thanks for keeping me informed Nick. I look forward to receiving the money and playing some more at Ruby Slots Casino.

You two have a "Wonderful Weekend"!

Paul 🙂!

Hi Peter and Nick! 🙂!

Something Wonderful ... Ruby Slots Casino has paid me. (yippee) You two did a wonderful job! I've always said, "Casino Guru is a great ministry to U.S. online players, who think they haven't any recourse for other country casinos."

My winnings are already in my checking account.

Peter and Nick, you're both the BEST!!! 🙂!

Paul

Hello everyone,

Thank you Nick for your help with the complaint.

Dear Paul,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter