Ruby Slots Casino - Player’s winnings being withheld by casino.

They are trying to say that my withdrawal is void because I played multiple free spin coupons and that it voided mine withdrawal amount since I didn't make a deposit. I made my initial deposit today of $15 in crypto and withdrew the 15 and crypto to withdraw the $90 that I had him winnings on the site. I contacted customer service and they were the ones that told me that it was voided but if you are going to my transactions on the site it says it was paid out and my winnings are not for multiple free spin coupons because the system only allows you to do it once before it requires you to make a deposit so how could I use multiple free spin coupons without making a deposit is there if their system doesn't allow that that's what doesn't make sense to me and they're refusing to pay me my $90.85 a winning.

Dear babygrace1982,

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.

• Could you please advise if you redeemed any free bonuses from this casino in the past?
• Was your account, including the payment method, fully verified?

I have checked the general bonus rules and this is what I found (here):

Rules

No Deposit Bonuses (Free Chips, Free Spins)

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.

If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence to petronela.k@casino.guru.

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

My account is fully verified and I made a $15 in Litecoin deposit from my coinbase to verify my account . I have not redeemed any bonuses or coupons as this was my first time even redeeming anything from this company.

Thank you very much, babygrace1982, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.  

Hello there,

Thank you babygrace1982 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ruby Slots Casino for their help in resolving this complaint. We would like to know why were the player's winnings voided and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have reviewed the situation and unfortunately we have what is called "bonus stacking" here where one bonus is stacked on the next to increase the playable balance. Only one free chip is valid between cash deposit/play sessions and as there were two free bonuses in play at the time of the win, these funds would not be valid for withdrawal. The $15 account confirmation deposit was refunded via Bitcoin.

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

Best wishes,

Nick and Ruby Slots

Thank you for the update Nick.

Dear babygrace1982, I was provided supporting evidence of the multiple consecutive free chips and unfortunately due to that reason, I won't be able to assist further in this matter. Subsequently, your complaint will 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,

Peter