Ruby Slots Casino - Player's winnings withdrawal is cancelled by casino.

I got an email for the new pirate game for 25 free spins so I used it, played through the $230 dollars I needed to for the wagering required. Continues playing and proceeded to withdraw my winnings in the amount of $1190.00 I went through the identity verification and the account verification which I needed to send $10 as well. Everything got accepted so I waited about an hour maybe a little less....well I got my $11 back but in the transactions what I had withdrew got cancelled and above it it said "manager withdrawal request" or something like that then accepted. I have continuously emailed them and have only received 1 reply about the $11 I sent for account verification but said nothing about the $1190.00 and still hasn't. All together I won $1290 roughly, so I tried to withdraw $1200 and left $100 in there to play with. So I'm starting to think I'm just at not gonna get that and it's very upsetting because I was going to buy my daughter a crib for my grandbaby on the way, and already told her that and now idk what to do.

Dear BeXcllnt11,

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. Do I understand correctly that the casino confiscated your winnings and refunded your deposit? Do you currently have any remaining funds in your casino account?

Could you please forward me the email with the bonus offer you received? My email address is kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

I have forwarded the email you asked and also the reply from the casino after many emails to them. Yes you are understanding correctly, as you can see in one of the screenshots I attached of the transactions my request for the $1201.00 got canceled and then there was a "manager request" for $1190.00 and then the accepted "manager request" for the $1190.00. And to answer the question about the remaining balance, yes I've got a balance of $0.10 left in the casino

I also never got an email stating that the request had been denied which seemed odd to me because if it had gotten denied I think I would have been informed through email.

Thank you very much, BeXcllnt11, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Ok thank you.

Has there been any new news?

Hello BeXcllnt11,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ruby Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Greetings all,

I had a chance to review the case and under normal circumstances the player would be eligible for the maximum cashout amount of $100 for the free chip in play at the time of the win. Unfortunately the terms and conditions of the casino only allow one casino account per player or household, in this case we have two. Also the terms state that only one free chip is valid between cash deposits, there was no deposit until the account verification deposit at the time of the win. These funds have already been refunded to the player. Due to multiple accounts and consecutive free chips without deposit the withdrawal request was denied. I hope this clarifies things.

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

Best wishes,

Nick and Ruby Slots

Dear BeXcllnt11,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using no deposit bonuses in both accounts. The casino acted correctly and within its terms and conditions.

Sorry, we could not help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Kind regards,

Tomas