Ruby Slots Casino - Player’s experiencing difficulties logging into his account. The complaint was closed as unjustified.

I made several deposits at Ruby Slots Casino. The last deposit I made was a no Max Cashout. I met and exceeded the play through the requirements

I withdrew or tried to withdraw $1,075 and I've been having problems ever since. I believe it is $1,075 and some odd cents I'm not sure of the exact amount.

This has been about a month ago but my laptop hit the floor and it was defunct and it was very hard for me to get some of the paperwork that I submitted to them.

However that should not be a problem because I have an email from them saying that they're verifying service had verified my identity.

So the game that they're playing now is that. I will type in my username and my password won't work so I will click on forgot my password they'll send me a password change link. It will say congratulations the password change has been successful but it still won't let me login.

About an hour ago I did this process and I took screenshots of each step along the way. Before they tried the password ruse they sent me a couple email saying that my deposits we're never accepted or declined are some such nonsense but they gave that up right away because obviously my bank account took the hits for those deposits

You know the last time I played online was in 2003 I won 20,000 from one casino and 25000 from another one and it was pretty straightforward direct wire to my bank account and one paid me $2,500 a day through a prepaid card I've never seen a casino or lie like this.

Dear Kennethvon,

Thank you very much for submitting your complaint. I’m very sorry to hear about your account being blocked. Did you receive any explanation from the casino about what is going on? Could you forward it, or any other relevant communication between you and the casino, to my email address kristina.s@casino.guru?

Also, I checked your attachments, but I don’t see the confirmation, that your account has been verified. Could you, please, post it here, or send it to my email address as well?

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your email with the confirmation that your identity has been verified. Would you be so kind and reply here in this thread? It would make our communication easier and quicker.

Is there any other message from the casino excpet this confirmation, that you could forward me?

Most of the other emails were just notifications saying I had 3 Days To submit my documents but you know results of it they verified my identity. I always copied all the live chats we but when my computer crashed it took those copies with its smashed Drive. However I think I had them also saved in the cloud but I'm having trouble getting my OneDrive to print out or to show me what's in it on my smartphone.

I always copied and still copy all deposits I make and those were on my hard drive too. I can forward you more of the emails that they sent me but they're just mostly boring stuff that has nothing to do with what they're doing to me now.

In fact the only way I can really prove that they're doing anything to me would be to let someone else you know have access to my email account or to the password they send me in to see that they are just dicking with me and keep saying that my passwords been approved but it's not. So I can't get on to live chat with them and I can't talk with them on the because they know my arguments will prevail.

Kennethvon, thank you very much for other emails. I will now transfer your complaint to my colleague Zuzana 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.

Hello Kennethvon,

I am very sorry to hear about your problem. 

In this case, we have no other option than contact the casino directly.

I would like to ask the casino what was the reason the player's account was closed. 

Greetings Kenneth, Kristina, Zuzana,

We have a couple separate issues here, the first would be the withdrawal request itself. The deposit coupon you used was valid for slots and keno only, when you played a significant percentage of video poker on it any winning became invalid at that point. The non-cashable balance was removed and your original deposit of $30 was deposited back into your account at which point you played it as cash back into the casino.

The account was banned for an unrelated issue, logins from a country other than that registered in your account. Perhaps you were playing on vacation or from a VPN however either of these is a breach of the terms and conditions of the casino and subject to account deactivation.

I hope this clarifies things a bit.

Best wishes,

Nick and Ruby Slots

This is just simply outrageous. They are lying how could I have gone back and played this $30 original deposit to talking about when I put in a withdrawal request for $1,075 and some odd sense this is just ridiculous. Everyone who has read this knows the casino is lying it could have come out and said I was banned at the very beginning. This is the first time I have heard that I've been banned. They start playing around with my login and and even at first try to say my deposits were never deposited but they stopped that argument because I had receipts from my bank proving otherwise. They are simply liars and cheaters.

You notice the casino representative doesn't just have a straight concise answer. In the first paragraph he lies about how I played certain games and how that voided my win. If that were the truth that should be enough but the second paragraph kind of has a shotgun approach to the lies "oh maybe I was on vacation or maybe I played using a VPN."

Prove what I did or didn't do.

That the casino tried too many amateurish things to cheat me out of my win before they even deigned to communicate with me, proves their disingenuousness.

The casino should not just be allowed to assert things because then they could assert anything under the sun and render anybody's win null and void.

To the casinos response wasn't enough. All they did is assert things without any proof. I admit I feel a little powerless but the truth is on my side.

I was wondering why the software manufacturer wouldn't revoke their license to use the particular software that they do use as it kind of gives the software manufacturer's imprimatur to the casino.

I hope this isn't the end of of this. I hope the casino have to show more proof of what they say.

As I stated early in this process the last time I played online was in 2003. I won 25000 at one Casino and this particular Casino played me $2,500 a day through prepaid card until the 25000 figure was met. I won 20000 at another casino and they just wired the money to my Wells Fargo account. One Casino even sent me free candy through the mail to congratulate me on my win. I hadn't realized things had changed so much.

I am also going to pursue things with a software manufacturer that Ruby Slots Casino uses and see if they can be of any help.

Dear Kennethvon,

we have received the evidence from the casino. I have one more question for you, did you play Video poker with 250% match bonus which was for Slots and Keno only?

I'd like to see the evidence. As far as the bonus that you mentioned I'm not sure as I cannot log into my account and see.

And I still don't understand why I am banned even Nick from the casino doesn't know why I'm banned which is ludicrous if you're a spokesman for a casino and someone is banned you know damn well you're going to know exactly why they were banned.

Also did they tell you why they didn't communicate this to me right away? I'll tell you why, because they didn't want to pay me the $1,000 pure and simple. So they just start making up different excuses then then when I have Casino Guru contact them they share the "evidence".

I haven't seen any evidence I don't know if it's manufactured. Everyone who follows This Thread knows something stinks and what stinks is Ruby Slots Casino.

So let's put the evidence out there.

Dear Kennethvon,

As per Nick's previous message: ,,The account was banned for an unrelated issue, logins from a country other than that registered in your account. Perhaps you were playing on vacation or from a VPN however either of these is a breach of the terms and conditions of the casino and subject to account deactivation´´´´´´´.´´

Unfortunatelly, I am not allowed to share this evidence with you. I need to respect casino's decision.

I am very sorry Kennethvon, but based on supporting evidence from the casino, we have limited options here. I am afraid we will be forced to reject this complaint. I hope you understand.

Well there is nothing further I can do here. I guess you enlightened ones get to look at the evidence but the actual victim doesn't. But I will state this right now and here: before all this supposed evidence came out Ruby Slots try to rip me off by not letting me sign into my account. Then saying I wasn't verified when I had an email saying that I was verified. And another communication from them saying that my deposits had never been deposited. All of this garbage happened before they finally got around to finding the "evidence". How sad that casino Guru takes their side. But we all know what went on. So play Ruby Slots at your own peril.

I am very sorry Kenneth but based on the evidence from the casino you were playing not allowed games with the bonus. That was the reason why the casino void your winnings. Each casino has the right to terminate any player account solely on their decision. If you didn't have any balance left on your account, there is nothing that we can do. 

 Unfortunately, most of the players who ask us for help are kind and need help, but there are also several fraud players. Sharing proofs from the casino significantly help people who don't want to play fair and try to find tricks how to benefit from the situation. That is the reason why we do not share the evidence. I am very sorry. 

 Based on the evidence we came to the conclusion you have breached casino's terms, and casino has the right to void your winnings and close the account. I am very sorry for a negative answer.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future. We are here to help.