Ruby Slots Casino - Player's winnings have been restricted.

Well 1 st. I was given 100 dollars for being a member and adding money that month or something. Any way it had a 4,000 playthrough which amazingly I did then proceeded to win 9,000 more only to be told that I can only withdraw once and was limited to 2000 dollars. The other 7,000 was instantly manager withdrawn . Then told there is a 96 hour hold on the winnings . I never asked for the money to be deposited in my account yet had to play thru won big to just be destroyed by the stupid rules they make up it seems .

Dear deepockets32,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

• Could you please clarify which exact bonus offer did you accept and play? Ideally, please send a screenshot of your bonus history to petronela.k@casino.guru.

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear deepockets32,

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.

The bonus code was all ******* and didn't give a discription. . Any way they ended up giving me 100.

Hi deepockets32,

Could you please let me know which specific bonus you redeemed? Was it a Free Chip or a weekly cashback bonus? I'd like to review the exact terms and conditions for the bonus.

If possible, please forward a screenshot of your bonus history to petronela.k@casino.guru.

Thank you.

Dear deepockets32,

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.

That bonus isn't in my history and there was no description. Of the code . This

Thank you very much, deepockets32, 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.  

Hello deepockets32,

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,

Could you kindly furnish us with details regarding the reasons behind the restriction imposed on the player's winnings?

Greetings all,

To avoid such disappointments when redeeming a bonus code there is a pop-up window stating some basic rules including the maximum cashout value of the chip being redeemed, as stated above the maximum cashout value of $100 has been paid in full at this point.

Best wishes,

Nick and Ruby Slots

When redeeming bullshit . I logged in and with zero notice has money in balance. Which I thought was still from my deposit that I had made just a few hours earlier. There was no information on transactions or in coupons. At the time . I tried looking up a coupon or I even looked for a transaction. That would explain to me. The rule or even the reason I had a positive balance. I didn't see / find any explanations. I was free to play any game without restriction. So up until I had won and tried to then cash out that's when I was give the play thru that I supposedly chose for x coupon.

Again

I will state I am over it and now know there is zero reason for me to ever visit your site and expect to

Dear Nick / Ruby Slots Casino,

Could you please clarify the origin of the disputed funds in the player's balance? It is quite unclear where they come from, and I understand the player's point of thinking these still were the funds from the previous deposit.

Greetings all,

We had a look and the coupon was definitely redeemed on the player end. Supporting documentation has been forwarded the to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

Thank you for the response and the provided evidence, Nick / Ruby Slots Casino.

Dear deepockets32,

Upon thorough review of all relevant information and evidence, it has been determined that your winnings were acquired during the period when you were utilizing a Freechip bonus.

This bonus was NOT automatically awarded, instead, it was manually claimed by you. As previously informed by Nick, the maximum amount that can be withdrawn from such gameplay is $100, which you received. 

We always encourage players to read and familiarize themselves with each bonus's terms and conditions before claiming it to avoid disappointment like this.

Given these reasons, and since the casino has adhered to the rules you agreed to upon creating your account, this complaint will now be rejected.

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.

Best Regards,

Michal

Casino Guru