The player from California faced difficulties after winning and getting verified. Despite successful cash out approval, he had not received his winnings and was unable to log in to his account. This had been his first withdrawal attempt. The player had won from a free spin bonus and completed the necessary playthrough. After verification and a $10 deposit to a Bitcoin wallet, his withdrawal of $200 was approved but never received. Despite contacting the casino and being given a reference number, he did not receive a response. The player, feeling frustrated, decided to discontinue the complaint process. Consequently, we closed the complaint.
Ruby Slots Casino - Player's winnings have not been paid.
Amount: $200
Ruby Slots Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
I won on Ruby Slots and got verified and even Verified my bitcoin wallet, everything was approved for cash out, so I Cashout and I have not heard from them or received my cashout! Now I can’t login back in to Ruby slots casino, it’s like they don’t want to pay me.
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9 months ago
Dear quan6969nguyen,
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. Have you made any successful withdrawals before? Could you please clarify when exactly was your account blocked?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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9 months ago
I won off a free spin bonus, which after the free spin I had to do a play thru which I did complete, it said available for withdrawal $500 and something dollars which then I had to do a verification where I had to upload my ID and I believe also a selfie, and then I had to have a bitcoin wallet to send them $10 to show proof that I have a bitcoin wallet where they can send me my withdrawal. After doing all that I believe it was like a week ago on 01/19/2024, they approved my withdrawal and took out the $200 I wanted to withdraw out of my account cause that’s what I had left cause I kept on playing while waiting for everything to be approved. So after I made my withdrawal I check my bitcoin wallet all day and nothing shows up, then next day still nothing and then next day nothing so I write to them letting them know, they gave me a reference number and said they will get back to me, so far they have not gotten back to me, so I write to then agian, but yes about after 4 or 5 days of not receiving the deposit I tried to log back in so I can complain about not receiving the deposit but it wouldn’t let me back in.
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9 months ago
Sorry, I forgot, it was my first time cashing out, that’s why I had to verify myself.
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9 months ago
Thank you very much for your reply, quan6969nguyen. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Dear quan6969nguyen,
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.
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9 months ago
I’ve given up on complaining, no one to complain to, these online casino is a fraud, you win they don’t pay!
