Ruby Slots Casino - Player's struggling to withdraw their winnings.

It’s a long story- apologies in advance. I signed up for the site a couple months ago. I am pretty sure I used a sign up bonus initially but I can only go back 30 days on my transactions and can’t confirm. I have made only 1 deposit. I first requested a withdrawal of $1,011 at the end of June. Again, don’t have the exact date because I can’t view transactions earlier than 30 days ago. If I were to guess I requested the withdrawal on June 20th (due to the terms and conditions stating 10 business days for withdrawal.). July 3rd there were 3 "re-deposits" that I did not request. 2 for $500 and 1 for $11. I contacted support and they stated it was re deposited because I didn’t verify my account. That’s reasonable and I sent them the documents via customer support and my withdrawal for $1,011 was approved again July 3rd 4:52 PM. I talked to customer support about having to wait the 10 business days again and they said something along the lines of "hopefully it won’t take as long, I escalated your case and they are looking out for it." A few days later I contacted customer support to see if they could change my preferred Bitcoin wallet address since the withdrawal hadn’t been sent. They told me they would make notes and couldn’t promise anything but would try. On July 12th they finally approved my Bitcoin withdrawal again. Contacted support 2-3 days ago to see if the withdrawal was going to the updated address, they confirmed that it would be sent to the updated wallet address. Yesterday I checked my Bitcoin wallet and saw no pending deposits. I contacted support again today (technically over 10 business days from approval on July 12th at 7:26am) around 12pm (maybe a little before or after) to see if there was an issue. They told me the accounting department was active in my profile. It’s now been about 8 or so hours since that contact and nothing is pending. Ruby Slots transactions show no sent payments. Customer service couldn’t give me an answer and said check back in 72 hours. I told them I would post a complaint on this site if they couldn’t update me today (because it seems to be the only way yo get resolution based on other complaints) and they again said "72 hours" which would be 4 business days beyond their stated timeframe in their terms and conditions. To end this all I was hesitant to deposit anything else on the site until getting an actual withdrawal. I played with some other free spin coupons (most were denied) since making the withdrawal request. It’s just frustrating to have 0 answers and an extremely vague response from customer support. I request that my personal information (name and other identifiers) are not posted publicly on Casino Guru. Thank you!

Dear Hotdogwater,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any confirmation regarding successful verification?

Could you please clarify if accumulated your winnings with or without an active bonus?

Do I understand correctly that you have not been informed about what could cause the delay for the second time?

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

Best regards,

Kristina

I don’t have proof on what promo code I used on my first Bitcoin deposit with the casino (due to Ruby Slots limitations on how far you can go back). I know that I played through whatever the requirements were and that’s how I was able to request the withdrawal. Basically I signed up, made a deposit (I think it was $35) with some kind of sign up promo boost, played through the wagering requirements, then requested the winnings from my money (not a free chip and would not have been an active bonus anymore). Unfortunately , I can’t see my transactions that are older than 30 days ago, their website doesn’t allow you to go beyond that. Here’s a screenshot proving I was verified. No explanation on the delay for the most recent withdrawal request.

Here's a screen shot showing I can't request transactions beyond 30 days

Thank you very much for your reply, Hotdogwater. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru, if there is any? Alternatively, you can post it here. Thank you in advance.

No problem,

I am going to forward to your email to respect the customer service rep’s privacy.

Thank you very much Hotdogwater for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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 Hotdogwater,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

Dear Ruby Slots Casino, I'd like to invite you to join this conversation and participate in the investigation. Could you please share some more information about the case? Are there any specific reasons for the delay in the payout?

Best regards,

Natalia

They finally sent me the payout!

Hi Hotdogwater,

I'm happy to hear that your issue is finally resolved and you've been paid out. I will close your complaint as resolved now.

Thank you very much for using our complaints resolution center! We appreciate your trust and hope that you will never run into any troubles with any online casinos. But in case of any problems, don't hesitate to contact us and we'll try our best to help you 🙂

Best regards,

Natalia