Ruby Slots Casino - Player's winnings were canceled.

Refusing to pay me citing some bogus terms violations

Dear Chad,

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. I see that the casino accused you of having multiple accounts. Are you aware of creating more than 1 account at this casino?

Could you please advise if you claimed more than one free chip bonus in a row?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I'm pretty sure that I only have one account just because if you try to use the same email address that has already been used before they won't let you and I've had the same email address for as long as I can remember as far as using more than one bonus chips in a row I'm not aware that I did but I can't say 100% that I didn't because if they would have sent me an email with a bonus in it I probably would have not knowing that I was a violation of the rules but like I said I don't recall doing that I'm going to send you all of the emails that we exchanged and again thank you so much for looking into this for me

Thank you very much Chad for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Chad,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Ruby Slots Casino to the conversation to participate in the resolution of this complaint.

Thank you so much for looking into this matter, and no matter how this turns out I want you to know I am truly grateful to you for taking time out of your busy lives to try and help me with a problem in mine. So again Thank You

Greetings all,

Unfortunately Chad the terms and conditions of the casino are quite clear, only one no deposit bonus is valid between cash deposits and only one account per player per household is allowed. The win was on what would be your 6th consecutive no deposit bonus in an account which has never had a cash deposit, meaning that anything other than the initial welcome bonus would have been ineligible for withdrawal.

I know it's not the news you wanted to hear but it is the facts of the matter I'm afraid.

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

Best wishes,

Nick and Ruby Slots

Thank you Nick and Ruby Slots for the explanation and evidence.

Dear Chad,

I'm afraid there's not much I can do for you in this case. If you haven't made any deposits between the no deposit bonuses, the Bonus T&Cs were broken and there's no claim for the winnings. Moreover, based on the information from the casino, this wasn't the only account you opened in the casino. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter