Ruby Slots Casino - Player’s struggling to withdraw his No Deposit bonus winnings.

I have won $50 on a no deposit bonus and at first their live chat support was working fine and was able to communicate with them. I verified my Identity and was going to make the $10 verification deposit but now live chat support doesn't work and I have emailed them multiple times and no response in over a month. I still don't mind making the verification deposit but will not do so until I am able to contact someone from the casino. If I'm able to contact someone from there I want to confirm that once I make the deposit I will be able to withdraw my winnings and want to know how long it will take. Can someone please help me get in to contact with them?

Dear Hurls80,

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.

Do I understand correctly that placing a deposit that would verify your payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

My issue is not with making the verification deposit. The obstacle is getting in contact with support. Yes I have submitted all other required documents and I completely understand that making the verification deposit is essential, and I gladly would make the deposit, if support would just contact me before doing so. They send me emails for promotions every single day, but yet can't email me back with any questions that I have about making the deposit. Their live chat worked before, that's how I found out about submitting documents to verify identity and about the KYC verification. My issue is that live support chat no longer works all of the sudden and no one has responded to my emails in over a month now. I would gladly proceed with the KYC if someone from support would contact me to answer my questions before doing so. Also I know this is probably not the appropriate place to ask this, but how do I update my email address? My old email has way too much traffic and I would be able to respond more quickly if sent to my Yahoo email address.

Thank you for sharing all the required details, Hurls80. Your complaint will be forwarded to my colleague Tomas (tomas.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Thank you 😊

Hello Hurls80,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Ruby Slots Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Greetings all,

It appears there have been no documents submitted for the account thus the account is not confirmed, should be easily remedied by going to the documents tab in the cashier and completing the necessaries there. I also noticed that there are two active accounts both which have had free welcome chips and there is no history of deposit in either account, this looks like an accidental situation so not an issue in itself. Unfortunately (unless specifically noted in the terms of the bonus or issued by the casino directly) only one free chip is valid between cash deposits. The funds in question would not be valid for withdrawal I'm afraid.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

There is no possible way I have created two accounts and would love to see proof of this. I explicitly made sure not to except any free welcome chips besides the original one I received, despite the numerous emails I have received. Also I did send my proof of identification in the documents area and was just waiting to make the KYC deposit, yet I can't find that anywhere on your website. You can find the documents section in the cashier you say? Please tell me where because the screenshots I have just provided show nothing of the sort. Like I said before please show me proof of duplicate accounts that accepted welcome chips because I promise you for a fact that I %100 did nothing of the sort. Keep the money, you obviously need it more than I do. So sad that you offer something but yet you are so broke you can't honor it.

Hi Hurls80,

As I've been informed, the casino representative is investigating your case in more detail, and we should have an update soon. Therefore, I'm extending the timer by 7 days.

Dear Ruby Slots Casino,

Please let us know when you have new information.

Thank you.

Kind regards,

Tomas

Thank you for extending the time. I apologize for being unprofessional and I shouldn't have responded in a disrespectful manner to the representative of Ruby slots. Let's just please get this resolved.

Greetings Hurls80,

No offence taken, please understand that despite appearances I am an auditor and player advocate. If I can assist in any way that's what I'm here for, I review the situation then report on it. There is no malice and I certainly receive no compensation one way or the other. This said, on your request I have looked deeper into the situation and found that there was a simple error due to someone of the same name as yourself. Further scrutiny reveals that you are in no way related to them other than in name so genuine apologies for any distress caused on my part or the part of the casino.

Your current playable balance is $50, the minimum/maximum cashout for the free chip in play is $100. Once the balance reaches the minimum withdrawal amount you should be able access all of the necessaries for withdrawal including the option to make the confirmation deposit. Best of luck and if you have any further issues let me know and I will do what I can to assist.

Best wishes,

Nick and Ruby Slots

Thank you, Ruby Slots Casino, for providing the information.

Dear Hurls80,

Can you please inform us if the issue might be resolved this way, or should we wait until your balance potentially reaches 100 USD and then assist you with withdrawal?

Let us know. Thank you.

Kind regards,

Tomas

Dear Hurls80,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Even though we assume that the issue has been resolved, without a confirmation from Hurls80, we are forced to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas