Ruby Slots Casino - Player’s struggling to withdraw his promotional winnings.

I got the sign up no deposit bonus and hit pretty good. After playing through all my play through I had one thousand dollars. I tried to withdraw it and they said my account had to be verified first by sending in a picture of my ID and proof ofaddress . I sent in my ID and water bill. I waited a week and tried to contact them through email or phone or chat and couldn't do anything but email witch they never responded. The number they provided on their website doesn't work and there is no live chat option. I've been trying to contact them for over a month now. I even tried playing more and now I only have six hundred on it.

Dear Chimaira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

"Rules

No Deposit Bonuses (Free Chips, Free Spins)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus."

Could you please advise how much was the value of the rewarded free bonus? Have you redeemed any free bonuses from this specific casino in the past?

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

It was a hundred dollar welcome bonus and I have been trying to get my account verified

Thank you very much, Chimaira, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Chimaira,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino,

Could you please state why the player's withdrawal account has not yet been verified and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you so much for trying to help.

Greetings all,

I was able to locate the submitted documentation however it appears we are still missing the back side of the ID card, I will need to have that on file to proceed with assisting in account verification.

Worthy of note in this case, I also noticed that the account balance is the result of the 2nd consecutive free chip with no cash deposit in the account history. The terms and conditions of the casino as well as the bonuses themselves state that only one free chip is valid between deposits, unfortunately in this case the funds within the account would not be eligible for withdrawal. I can assist with account verification, certainly however any withdrawal would need to be from a future win from a cash deposit or subsequent valid free chip.

Supporting evidence has been submitted to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

Do I go ahead and put the back of my ID here I will put them both here actually just to be sure also why would you give me a free chip with the hopes of winning and not tell me anything I don't believe that's it legal but I'll give you my ID to verify but if I don't get anything out of that winnings I did then you won't be seeing me or anybody I know on this Casino website I mean Ruby Slots that is $600 ain't nothing to you guys as you win a whole bunch of money so I don't know why you're trying to cheat someone like me we're $600 is a bit if you don't give me anything out of this I will make it known did your fraud cheat Casino

Dear Chimaira,

Have you provided the casino with the back side of your ID?

I am looking forward to your response.

Kind regards,

Stefan

Yes I have given them a picture of the back of my ID and I also have never been told that I would not be able to receive any winnings

Dear Ruby Slots Casino,

Could you please provide us with proof that the player has received a second consecutive free chip with no cash deposit in the account history?

Thank you very much in advance.

Kind regards,

Stefan

Greetings all,

Apologies, I thought I had already sent it however it appears I neglected to forward the necessary information. It is now with Stefan for review.

Best wishes,

Nick and Ruby Slots

Dear Chimaira,

I have received proof from Nick that you have used 2nd consecutive free chip with no cash deposit in the account history. As was mentioned above,  the terms and conditions of the casino as well as the bonuses themselves state that only one free chip is valid between deposits.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan