Ruby Slots Casino - Player’s winnings haven’t been received yet.

i had redeem a free coin for $75. After completing the playthrough amount I saw the coupon reverse to everything but $100 as the max value for the free chip was $100. I then made a small deposit and passed the kyc. But my withdrawals were still getting canceled.

I continued to live support and asked what the problem was. They then informed me that I needed additional playthrough. even after my play through amount has said 0.00 for a long time, and I had made another deposit and the coupon had reverse from $280 in bonus balance to $100 in withdrawable balance. So I had around $120 because I had made the small deposit.

I then continued to play almost losing everything, I was down to almost 0 and then made an amazing comeback and ran up my balance back up. I think talked to support and they said I was all clear for making a withdrawal. I had waited a few days and then contacted support again just seeing if there was an update. Now they are informing me that I can only withdraw $100.

What dosent make sense to me is that if the coupon reversed and took away everything but the max reward for the free chip and then I made a deposit. How can that now real balance still be viewed as bonus funds and I am being restricted to a max withdrawal of $100. After completing the bonus and depositing more funds and almost losing everything my now "real" balance still has cashout caps? Why reverse the coupon and take away the extra giving me the max reward for the free chip and then also depositing more real funds tied to no bonus. And being denied the balance I won using only real balance as the bonus had been completed and I made another deposit.

Dear coldenlove23,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center