Ruby Slots Casino - Player’s struggling to withdraw his winnings due to ongoing verification.

I made a withdrawal from the casino , and eventually I had to contact them as I heard nothing. Witch wasn’t that big of a deal. They had me send documents witch is normal.

but then they just kept adding on more thing to send telling me each time I contacted them. Then when I got through that. Now I have to send all my information in again. And again and again. At first it was we didn’t receive it. Witch I sent pics of my email showing they did. Then it was we can read it. Then it was just send it again now reason. So I’ve sent everything like 5 times. And now no communication from them at all unless I go to live chat. And all they say is send it again. Lol. Anyways this has been going on since November 11th and my cashout isn’t even in the processing stage yet. And I withdraw and deposit bitcoin. So I play on a lot of poker sites 4 days at the latest using that method and no run around like this so I’m familiar with the online gaming and there tactics. This seems to be a bad casino

Dear James,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Have you been advised what caused the delay? Have you accumulated your winnings with or without active bonus?

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

Best regards,

Petronela 

Hi Petronela

Thank you for the quick response, yes I did use a bonus code , however I’m aware of any play through requirements. And this was a no cash out limit bonus so u can cashout any winnings and I made sure it said the winnings were in the available to withdraw area. They have bonus money and available to withdraw money.

about the delay it’s been a diffident reason every time I have contacted them.

ironically after I posted with you for help yesterday I got a reply email from them it’s been 5 days since last communication.

email is this.

(Hello James,

This is Wendy *** following up on your ticket number 7952039.

Your crypto address has been received and updated into your account, payment will start once your pending withdrawal has been approved.

For further assistance kindly contact us on live chat.

Regards,

Wendy ***)

so this is the first of any communication that even talks about my withdrawal moving forward. And it’s taken 15 days of me sending information to even get that email that I posted above.

And it’s still pending , they still haven’t said my account is successfully verified and withdrawal is starting to process or anything except that email above.

Thank you

I fully understand your frustration, James. I will set the timer for additional 4 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for good news regarding your withdrawal. Thank you in advance for your patience.

Hi

ok it’s Sunday afternoon now and still nothing new from them and no payout as well. And my withdrawal is still in pending status. I was replying now as it looks like In 12 hours the time is up.

Thank you

Thank you very much, James, for your reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Ruby Slots Casino to join us here and help us resolve the player's issue.

Ok thank you

We haven't receive any answer from the casino yet. If we won't get any respond from then within the next 7 days ,we will be forced to close the complaint as "unresolved", which could lead to casino's rating deduction.

Hey all,

It appears everything is now in place and I'm moving forward on an approval on your requested withdrawal James. Hopefully we have some movement shortly.

Best,

Nick and Ruby Slots

Thank you for the great news. Please keep us updated and let us know when you receive your money.

Just an update,

Approval is now complete and I'm working on getting payment released. Good news all around I believe.

Best,

Nick and Ruby Slots

So?? Bitcoin is a pretty fast option that I’m using for withdrawal. Was there a hold up ?

Dear Ruby Slot Casino,

Could you please advise what's the withdrawal status, as transfering bitcoin should be instant?

Hey all,

Nothing is instant unfortunately as these are manual rather automated processes that need to performed by the department responsible, however payment was issued via Bitcoin yesterday and should reflect in your Bitcoin wallet James. It can be pending for a bit on some occasions but most likely it is already there.

Let us know!

Best,

Nick and Ruby Slots

Ok I did receive the payment , thank u. Casino guru for your help.

Dear James and Ruby Slots Casino,

Thank you for your cooperation and for letting us know that the issue was resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards

Nick

Casino.guru