Ruby Slots Casino - Player’s winnings from a tournament were confiscated.

So thosnis what happened.... made a deposit to enter the tournament on the 9thof April 2024.

Inplaced 4th on the tournament and was told that it takes 24 hours for them to send the prizes out..

My prize was 1000 dollars

It was never sent to me inthe 24 hour time frame so i went to the chat and they credited bmy.prize butnas a coupon?

Then whenbi request the withdrawal they canceled it and took all the momeyninwon out of my account?

Ifnit is a pay to.play tournament how can they first add a playthrough onto the prize? And then just deny and steal all the funds from me?

I added screenshots of where I deposited before inplayed the tournament andbthen them taking the money out.

And they didn't even give me a reason ecept that i used money from.a coupn to.play the tournament ? I didn't do that i deposited before i played and then they never sent the prize?

Dear Mikeydee707,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any explanation as to why your winnings were confiscated?
• How much was the playthrough of the coupon you received? Have you completed the playthrough?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Tomas and thank you for taking my case.

To answer your questions yes i have completed the playthrough i played sweet 16 blast to complete it and it was a playthrough of 1000 dollars.

The first explanation that was given was they started to say that i played the tournament itself with gunds from a coupon. (Which was mot the truth). I sent in screenshots showing that i deposited to enter the tournament.

Then the.next representative said that i played restricted games. ( which there was no list of restricted gmaes ever given).

After the.playthrough was completed i played regular vidioe poker tha game is aces and eights.

I already knew that roulette, and shooting games, sic bo and banana Jones were restricted but regular video poker was never shown to be restricted as far as i have been informed. In fact onenof the representatives told me before. I requested the withdrawal that he did not see anything that would have an issue upon the withdrawal request being made and approved.

And whats the deal with having games restricted even after you complete the playthrough? At what point does the money become yours to play with the way you want to? I mean i won the tournament they still have a maximum cashout allowed that if wasn't told about till after they took.all.my money anyway. So what is the big deal with playing a game that you like or want to.play if there is a limit to what you can withdrawal?

I really dont understand that its not likeni was going to be able to.run up the amount i won or anything.

And lastly. I didn't get any screenshots of the conversation because it was pleasant till they blindsided me and took everything.

Amd if whats happening isnt bad enough i was alresdy in rolled in the next days tournament ( that i also made a deposit to pay the 30 dollar entry fee.

I then placed in the money again this time i got 22nd place that xame with a prize of 100 dollars. But here we are like 72 hours later and i still havent received my prize?

And now i am thinking that if i actually do get my prize ( i think that they will come up with another lie and refuse to even credit the prize). I am will to vet they are going. To.accuse me of using funds from.the previous tournament to enter the next one.... which it definitely not what happened. This ppace is beyond ridiculous the way they tryto get out if paying winners? Youcan see in the last screenshot i added that a deposit was made just to enter this other tournament so why would i not get my prixe for placement in this tournament?

Thank you very much, Mikeydee707, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Mikeydee707,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Ruby Slots Casino to join the conversation and contribute to the resolution of this complaint.

And now they just emptied my account again ....

This time they reall have ni reason in the world to have justified this action?

Theu said i used tournament wins to enter the nextt tournament i fif not i nade a 75dollar deposit to play in the next tournament....

The round i played in was do far behind what they are claiming i used noney that i won ....

This was right after they took my money first time so i know i didn't do anything to hive them a reason to do that.....

I had to wait got the other withdrawal to be completed before i was able to request the other one.

But they are claiming i used the withdrawal money to play it and wont even acknowledge my 75 dollar deposit?

Greetings all,

I have reviewed the situation and will need to further information from the approvals department to better understand the case. I should have more information forthcoming and will post here when it arrives.

Best,

Nick and Ruby

Thank you Nick,

We are looking forward to some news.

Greetings all,

I had the situation reviewed and it seems that the tournament winnings came with a 1x playthrough 1x max cashout requirement, this playthrough can be completed only using slots and keno and 70% of the playthrough was completed playing video poker, contrary to the terms and conditions. Thus the withdrawal was denied and the funds removed as non-cashable.

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

Best wishes,

Nick and Ruby Slots

Hi Mikeydee707,

I'm discussing the issue with Nick on Skype. I will keep you updated.

Dear Nick and Ruby Slots,

Even though we understand that the casino can restrict certain games from playing with a bonus, we are convinced that such rules should be enforced automatically. Alternatively, in the past, we accepted a popup with information about restricted/allowed games. As it appears, this is not the case and therefore the player should get paid their winnings.

Greetings Peter,

In answer to your question we can build game restrictions into certain bonus coupons (until playthrough is completed) however we are mechanically incapable of restricting any type of play on tournament winnings, the necessary rules can only be upheld on our part through observance of the terms and conditions. We offer some of the best player perks of any casino industry wide however the gaming platform we use has it's limitations and we are forced to assume that our players are capable of reading and understanding the terms and conditions under which they are playing. The situation is less than ideal obviously, but the other option would be to no longer offer the amazing benefits we are known for. A studied observance of complaints related to our casino will show that nearly 100% of customer dissatisfaction stems from players who have not taken the time to read and understand our terms and conditions. We apologize for any disappointment however without the terms and conditions in place we would be incapable of offering the rich variety of player bonuses we provide.

Unfortunately, in this case per the terms and condition of the casino the additional funds in question are not eligible for withdrawal.

Best wishes,

Nick and Ruby Slots

Dear Nick and Ruby Slots,

We understand your position. However, as mentioned earlier, and in many other instances, essential information such as restricted/allowed games should be clearly visible in a popup window for players to view alongside other significant bonus terms. I'm afraid unless Mikeydee707 gets paid their winnings, the complaint will become unresolved.

Greetings Peter,

As we are mechanically incapable of providing even a pop-up at this point we are forced to assume that the player has taken the opportunity to familiarize themselves with the terms and conditions. We believe fairness falls on both sides and as we have provided the necessary details to the best of our ability given the current technology available within our gaming system there can be no fault on the part of the casino.

Having said this, feel free to close the complaint as you see fit.

Best wishes,

Nick and Ruby Slots

Thank you Nick and Ruby Slots for your reply.

Dear Mikeydee707,

I'm afraid I won't be able to convince the casino to pay you your winnings. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter