Ruby Slots Casino - Player’s winnings have been confiscated.

Yes, i had played free games but inalso made my deposits between when i won the 500 itcwas withva deposit not a promo you can see in the log where they clearly did a override, and basically stole my winnings

Dear danelleolson0721,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please advise if you redeemed multiple free bonuses without depositing in between each of them? According to the Terms and Conditions:

No Deposit Bonuses (Free Chips, Free Spins)

4.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.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I learned the hard way the first time, and was denied payment with ruby slots before ,so this time I made sure I deposited and my status changed from freeplayer to a depositor player as you can see with my transaction I had deposited without claiming their bonus.

The bonus offer is still pending in my account mailbox, Im a single mother on disability, hoping i get lucky for xmas, so i can only deposit what i can afford to lose, which isnt much. I was new to the online promotion, there nothing like the freeplays at a real casino, because a real casino promotion if you win you keep the $, not double or even triple the winnings to get it taking away from you.

Thank you very much, danelleolson0721, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thank you Veronika

Hello danelleolson0721,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Ruby Slots Casino to join the conversation.

Dear Ruby Slots Casino,

Can you please provide clarification on why the player's winnings were confiscated? The player understands that a real money deposit without any bonus attached to it is required between claiming no-deposit bonuses, and as they pointed out, they have adhered to this rule. Your clarification of the circumstances would be appreciated.