Ruby Slots Casino - Player’s winnings were confiscated.

I accepted a 100 welcome chip I played the entire play thru and then I uploaded document to verify and even transfered money from my crypto wallet over to have them make sure the crypto wallet was valid then when it was all accepted through crytobase and they were using cryptodraw to withdrawl it I talked to support and they said that they denied it and took ALL of the money cause I accepted a bonuses and promotion. But that is a lie I have not. I have only accepted and won any winning with this one welcome chip I have not had any other winnings or accepted any other bonuses. I have read all of their requirements and I have not breached one of them. They are not holding up their side of this and the only reason i started playing there is because rhey offered me a free chip

Dear sophiemonik32,

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. Did the casino specify which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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



Unless I screenshoted our messages between the support and me they are deleted once they exit out of our conversation. So these are some if the screenshots I got in time before they closed out our conversation mid question. I was trying to get them to show me where I accepted multiple cause I have all the transactions and it doenst show more than one





During this conversation I kept trying to get the support staff to show me what she was talking about specifically because she starts by doing I accepted multiple free chips Than chamges it to i accepted a free and a tournament without making a deposit. I don't know what tournament they are referring to but when asked they cannot tell me or show me. I made a deposit into its account which I was forced to for them to make sure my crypto wallet was active to send my winning to when I spome to them the day before my withdrawl was arrived. Them everything changed and they took my winning and deposit

When I was cashing out I had 120 in the account. You can see from the amount it shows a approved withdrawl that never came to me but instead took from my account. Now today they deposited $10 back into my account

This is totally crazy to me how a casino can do this to people. The only reason I even went and played at their casino is cause they sent me an email offering me to free chip to come and try out they're casino

Thank you for your reply, sophiemonik32. Do I understand correctly that you didn't participate in any free tournaments, and the first and only bonus you redeemed was the one with promo code "RUBYSLOTS50"?

Correct. I don't know what tournaments that they are referring to because I have not played in any tournaments not accepted any winnings for anything except the 1 freechip that they offered me to come check out their casino.

When u clicked on the tournaments it shows completed on the 27th and 28th but it shows no score because I didn't play in it. It show that maybe i was registered for them on those days but I clearly didnt actually participate. And that was just recently after i had already filed this with you guys. So i dont know what kind of tricks theh are trying to pull because i havent played in any tournaments



this is a screenshot of the tournaments page. A d u clicked on the ones that says i completed them, which I did not cause the 27th was yesterday and the 28th today. But it shows the place that I scored in and it doesn't show up as anything cause I didnt score any points cause I didnt play. And that was clearly after I already reported this to you guys

Thank you very much, sophiemonik32, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, sophiemonik32,

I am sorry to hear about your problem, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Dear Ruby Slots Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, which rules were breached, and is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies for the delay however I needed to go through several channels to properly comment on the subject. There is indeed no mention of consecutive free tournaments being against the terms and conditions of the casino, this is an oversite on the part of the casino and should be rectified shortly, however as the error is on our side I will be moving forward to have the winning balance re-deposited into your casino account as withdrawable funds sophiemonik32. Once you see the funds in your casino account please re-request them for withdrawal, and if you would kindly confirm your Bitcoin address here in the forum I'm certain Branislav will be kind enough to lock the comment to keep it from prying eyes.

Best wishes,

Nick and Ruby Slots

I submitted the withdrawal for my funds that were put back into my account and 6 minutes later you guys canceled it again! I attached a picture above. I resubmitted once again for a withdrawal of $125 just a couple of minutes ago through coin draw on your site so what is the issue why am I not getting my funds still?

Thank you both for your replies and updates.

Dear Nick and Ruby Slots,

Can you please look into the matter once again and provide us with the information on why the withdrawal was cancelled and what should be done on the player's side to withdraw the disputed funds?

Greetings all,

When the request for withdrawal was submitted it was reviewed by the approvals team, they reviewed the request and found that the paythrough on the welcome chip was incomplete to qualify for withdrawal. The consecutive tournaments is being ignored but you have currently played $168 out of a necessary $2000 on your free chip, once the playthrough is completed we should be able to move forward on the withdrawal. The funds have been placed back in your account to give you the opportunity to complete the playthrough requirement sophiemonik32.

Best wishes,

Nick and Ruby Slots

Dear sophiemonik32,

I was provided with additional details and data outside of the thread.

Unfortunately, after reviewing the evidence, it supports Nick's explanation. At the time you requested your first withdrawal, the wagering requirements for the bonus in question were met for less than 10%, thus the winnings could not have been withdrawn. So, your winnings were restored correctly, and you will have to fulfil those requirements to withdraw any winnings from the bonus.

At what point and why did you decide to request the first withdrawal, please?

We are talking about industry-standard rules for the bonus money (wagering requirements), and your account was restored to the state before the confiscation of the disputed funds. Since you confirmed you requested a withdrawal again, it is clear the disputed funds have been successfully credited to your casino account. So, can I consider the issue resolved, or is there anything else I could help you with?

So first of all I never accepted a free chip $100 free chip when I opened the account. I opened the account back in Nov. I am talking about everything that has happened since then. If you look at the screenshot that I just provided, I started playing at the casino back in nov when i was offered free spins. Everything started back then. I requested a withdrawal for funds months ago before this last deposit. Those funds were never allowed and slowly brought us to today. Now I had won some money off of those free spins and that's why if you look at the attachment again, they took out $40 (in red). They said that you could only when said dollar amount for that bonus free spins. So I had already finished the entire playthrough for the free spins winnings that I won and then I tried to cash out. I was told that I couldn't cash out until I made a cash deposit. So I deposited bitcoin, as I was told to do and then continued to play slots. At this time I had $100 an account $100 was my money. I read the I had already completed the required playthrough playthrough that was required by the casino. My own funds were now in the account along with my winnings from the free spins but I had already completed the required rules so now that money was mine.

I tried to do a withdrawal on Nov. 14th $70. Support said that it could take up to 10 business days and I waited. It shows in the picture I provided my cash out was then canceled on the 25th of november. I submitted another withdrawal on the 23rd if Dec. Now no I talked to a lot of support and not one of them said that the funds were held. They just said that it could take 3 to 10 business days or more. They said that it's going to take 3 to 10 business days to be approved or denied and then once it's approved it can take another 10 business days to be deposited into my account. On January 11th it shows that it was denied. Nobody told me that it was denied or canceled I just left logged in one day and it went back into my account the casino account. Then when I got a hold of support again they tried to start saying that I had accepted two free chips which was not true.

No this issue is not resolved!! No the play thru chip is the bonus that they put on my account in January. I have had 100 in that account since Nov. Okay this is being all mixed up again. They put another bonus on my account that I couldn't cancel. I said all of this at the beggining of my dispute. So then I couldn't cash out. I only played $168 because I lost the rest.

I'm done keep the money your casino is trash and I hope u all burn in hell

Love Sophia.

Okay I'm done with this. So Everytime I make a deposit you guys are gonna make me play the okay through for a free chip that I lost at the begining. So I am required to complete that play through every time I have money in there even though it's over with and a long time ago?

Dear sophiemonik32,

Let's pretend that your last posts were not added to this thread at all, and I will try to ignore it completely. Only one note - this complaint was submitted with Ruby Slots Casino.

Now, I will try to be clear as much as I can.

The data from your disputed account at Ruby Slots shows the following:

• The disputed winnings were made with a no-deposit bonus
• There was no activity before January 18, 2024, on this account
• There was 40x wagering requirements for the bonus in question (RUBYSLOSTS50 code) = 50$*40 = 2000$
• The activity took place from January 18 to January 21, 2024, and your lifetime total bets were 168.50$; at this point, you requested a withdrawal, which was denied (several times), because WRs were not met
• Your last deposit of 22$ (if I am not wrong) should have already been removed and paid back via BTC
• Now there are only winnings from the bonus that need to be wagered to meet the wagering requirements, then, provided that you manage to meet the WRs with a positive balance, you should be able to withdraw a maximum of $100 which is the maximum cash-out amount valid for the bonus

I sincerely believe everything is clear to you now because there is nothing to solve here anymore.

Can you please confirm your confirmation deposit has already been successfully returned to your e-wallet?

If yes - can I finally close the case and consider it resolved? Or, is there anything else I can help you with?

Yes it has been deposited back in to my account. So I should be able to withdrawal it or is it locked still?

Dear sophiemonik32,

I asked about your initial deposit (it should have been $22) - has it been already returned to your e-wallet (BTC)?

Then, if yes, your casino account balance should have been restored, and only bonus funds should be there now. Considering that you made bets only in the amount of $168.50 but the bonus wagering requirements are 40x (50$ bonus x 40), you need to wager more than 1,800$ (1831.50 to be exact) to convert the bonus funds into a real money balance so you can withdraw them (the maximum cashout is $100). But, it will be possible only if you manage to have sufficient balance after wagering those bonus funds or do not lose them earlier than the wagering requirements are met. Alternatively, you can ask the casino to cancel the bonus so you can deposit and play for real money.

So, since you answered unclearly, once again - can you please confirm the casino returned your initial deposit to your e-wallet?

Please note if I do not receive the information I am asking for, according to all the gathered information from the casino representative and from you above, the complaint will be closed as resolved anyway.

If the initial deposit was returned and your disputed bonus funds were restored, there is nothing more to solve. You only have to play the bonus funds and try to meet the wagering requirements or cancel the bonus.

However, I strongly recommend you read the casino's Bonus Terms and Conditions.

Thank you for understanding.

Dear sophiemonik32,

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.

Sorry I had 2 complaints. They returned the $22 to my ruby slots casino account. Not to my wallet. I couldn't withdrawl it so I played it and they are once again not letting me withdrawl. It keeps going on and on.

I've already played the entire $1800 play thru and then have tried to submit a withdrawal they keep cancelling. And then when I got a hold of the support they are just messing with me now. Saying that I said rude comment referring to this casino guru complaint about their casino. So that's why they aren't letting me withdrawl

No they deposited the money back into their casino account not my Bitcoin account. Once I did everything that was told of me now they are just messing with me when I contact support to try and withdrawal my funds

This is frustrating because I've been being messed with this entire time and it's made out to make me look bad when I just been trying to withdrawal funds I've played in a casino in order to win money. That's the whole reason people play at a casino.

Dear sophiemonik32,

How did you find out that the wagering requirements for the bonus money were met, and that you can request a withdrawal?

The live chat representative advised you to request a new withdrawal - did you do it? If yes, what is the status of the new withdrawal request, please?

Has your KYC/verification already been fully completed?

yes I checked in with support and they would then tell me how much of the playthrough that I had done. And I continue to do this and playing until I had met the playthrough. Then I talked to them and they told me that I can withdraw and to send a new withdrawal but it kept getting canceled. So then I got a hold of them again and that was the conversation I had that I had attached in this forum previously. Them responding and saying that I had said negative things which I hadn't and if I agreed to not say those types of things anymore then they would submit my withdrawal. That's when I apologize cuz I don't recall saying anything rude or negative and they told me to submit a new withdrawal. I attached these conversation

If I understand it correctly, sophiemonik32, the wagering requirements were met, and you requested a new withdrawal. So, I will only repeat my previous questions that you have not answered.

"The live chat representative advised you to request a new withdrawal - did you do it? If yes, what is the status of the new withdrawal request, please?

Has your KYC/verification already been fully completed?"

Yes I submitted it and it was cancelled again. That's what I'm saying. And yes all of my verification has been completed.

Dear Nick and Ruby Slots,

Can you please provide us with an update on the player's issue?

What happened there, and why she is still not able to withdraw her winnings?

Were the WRs met? Are we talking about the same bonus as before, or was there another no-deposit bonus used without making a deposit?

Unfortunately, I can see only the March 2024 transaction history in the last screenshot from the user.

So they deposited my $20 back in their account as well as $100 of my winnings before. I was told I had me do the $2000 play thru again since I only finished $400 of it. in order to withdrawal. I didn't take another deposit bonus at all or deposit anymore money.

Alright, sophiemonik32. So, if I understand correctly, you still keep trying to withdraw your disputed winnings from the casino despite not meeting the wagering requirements for the bonus that is still active on your account.

I would like to inform you that now I will close the complaint as resolved because there are really no issues anymore, thus nothing to solve. If you did not accept the bonus in question and did not want it, you should not have started playing with it.

If there is still an active bonus on your account - you have to meet the wagering requirements for the bonus. Otherwise, you will not be able to withdraw anything from the account.

There are 2 options for how you can proceed:

1. If you accept the bonus and its terms and conditions, and you would like to play - please, continue playing and regularly ask the casino customer support for the status of the wagering requirements, or check it yourself in your cashier. I also recommend reading the full terms and conditions once again.
2. Ask the casino customer support to cancel the original bonus and to leave only your real money deposit in your account, or possibly ask the casino for a refund of your deposit. They should be able to return the deposit to the used payment method.

If you refuse to continue playing with the bonus, I strongly recommend option 2. If another issue occurs, please, contact me at branislav.b@casino.guru or request reopening the case with an explanation.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Nick and Ruby Slots, for your help and cooperation!

Best regards,

Branislav, Casino.guru