Ruby Slots Casino - Player’s struggling to complete the account verification.

Dear joyw6982,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your phone number seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I understand that you have to make sure that I am who I am I turned in my utility bill I turned in my ID and that was all approved and in the process my phone was stolen and I had to get a new phone which means I had to get a new number so how do I go about proven that my phone number is my phone number I don't understand what kyc is you need another copy of my ID I mean what do you need to verify my phone number I can take a screenshot of my phone bill if that's what you want I'm not sure as to what you need let me know as soon as possible I'll get that to you.

I’m sure you understand that I don’t work for Ruby Slots Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. 

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 joyw6982,

I will assist you with the complaint from now on. I am sorry to hear your phone was stolen and it's causing you issues with the casino.

I would like to ask the representatives of Ruby Slots Casino to the discussion in order to help us resolve these verification issues.

Ruby Slots Casino,

could you advise what can be done for joyw6982 to successfully verify her account and complete the withdrawal request?

I wanted to apologize to Petronela I didn't realize that you were with casino guru until afterwards and by then I had already sent the message again I apologize to you. And Roma's anything you can do to help me get this resolved is fine with me the sooner the better. Thank you.

Greetings all,

I have reviewed the situation, one of my agents will be reaching out to you shortly joyw6982. Just follow their instructions, communicate, and hopefully we can get things sorted out with your documents.

Best wishes,

Nick and Ruby Slots

Thanks for the reply to Nick and Ruby Slots Casino.

joyw6982,

Please share with us your progress or any further issues you might have. Much appreciated!

I have not heard from them as of yet. If they give me a specific day and time to answer there call then I would know to answer. Hopefully this is resolved soon tho.

I have put in another request for a lower amount of 1,300.00 and today is the 10th day and once again nothing it has been almost a month now since I began trying to get my money and I still haven't received anything. And I have not heard from anyone regarding my winnings. I could truly use this money at this time and I can't seem to get anyone to help me. I appreciate your help in anyway Tomas. Hopefully I hear from someone soon. Thank you

Hello all,

thanks for the update, joyw6982.

Nick and Ruby Slots,

Could you tell us, what's been done to address joyw6982's withdrawal/verification issues up till now? When can we expect progress?

Greetings all,

I can see that the email went out from our department to your registered email address on the 27th of June joyw6982. Could you please check your email box and reply to the agent?

Best wishes,

Nick and Ruby Slots

I checked my email and I did not see a email regarding this matter. If possible can you please resend it to me.

Hello joyw6982,

If you haven't found the email with the information I can ask the casino to publish it here. Do your issues persist?

Yes, I have looked many times for it and I can not locate it within my email. If they could publish it here that would be great so we can get this resolved ASAP. Thank you

Joy

I would like to ask Nick and Ruby Slots to post instructions on how to proceed here. If there is some private information, the post can be made private.

I don't mind I am just looking forward to getting this resolved. Thank you for your help and time.

Greetings all,

Good news, I have managed to put through the requested withdrawal for approval with the existing information. It is now approved and should be going out for payment in the coming business days.

Let us know when it comes in joyw6982!

Best wishes,

Nick and Ruby Slots

Thank you I appreciate it I will let you know as soon as I receive it. Will it be sent through Bitcoin? Just so I know where to look for it.

Thank you,

Joy

I wanted to see how long it usually takes to receive a bit pin payout.? And you have my Bitcoin address I am assuming or did I need to send another since it has been awhile.

Let me know.

Thank you

Joy

Hello,

Thanks to Nick and Ruby Slots for the update and good news.

joyw6982,

I presume the transaction will follow the requested payment method. Are you able to check your casino account transaction history to confirm which payment method will be used for the transaction? Also, you can try to contact casino support for the information.

Please let us know when you receive your withdrawal or in case you need any additional assistance.

I wanted to say thanks for your help in this matter and I finally received my winnings thank you for all your support and helping me with this.

Awesome news, joyw6982! As the complaint has been successfully resolved, 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.