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

Dear Sir or Madam,

I need help with my withdraw at Ruby Slots. I played the bonus withthrough and checked all their regulations to it. I requested the withdraw for my won 100 USD many times but they always refused it because I should verify myself with necessary documents. I sent them all necessary documents and requested the withdraw again.

Until now I didn’t receive anything from the casino. I just want to withdraw my money. I am still waiting and they don’t respond to my emails and blocked me for their Live Chat.

I would highly appreciate your help!

Till

Dear lorenzenyvonne9,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for account verification?

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

Best regards,

Petronela

many thanks for the help.

The documents were sent for review on October 7, 2022. At the time, the live support confirmed to me that everything had been received and that I can now withdraw it.

on October 28, 2022 I started again a request for withdrawal via Bitcoin.

Since then I am waiting until now and I received no money. The money disappeared from the balance.

Thank you very much!

Thank you very much, lorenzenyvonne9, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 lorenzenyvonne,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ruby Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Greetings all,

Thank you or the information lorenzenyvonne, I'll see if anything can be done to assist.

Best wishes,

Nick and Ruby Slots

Thank you very much all. I will wait your respond.

Dear Ruby Slots Casino,

Please let us know if there is anything new. I will now extend the timer for an additional 7 days.

Kind regards,

Tomas

Dear lorenzenyvonne9,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas