Ruby Slots Casino - Player’s winnings withdrawal is delayed.

To Whom It may Concern

Yes they are not honoring the no rules coupon... trying to withdrawal my winnings.i have enclosed the transaction. history..... I have attach a few screen shots what they are trying to say.. thank you for your time

Diana G.

Dear Shorty0321,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you won $80 using a no-rules coupon that you activated with the code RUBY250? Could you please specify what problem you have when you try withdrawing your winnings?

Have you made any successful withdrawals from this casino before?

Could you kindly confirm if you passed the full KYC verification?

If you have any additional screenshots, please post them here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

veronika

Yess I can when I try to withdrawal it just get rejected with lol explanation just says not able with drawal the moment Yes I have passed the KYC VERIFICATION.

diana

Could you please forward me the emails you received from the casino when you tried withdrawing your winnings? If you have any chat transcripts of your communication with customer support or any other evidence that could be relevant to our investigation, please send them to me as well. My email address is veronika.l@casino.guru. Thank you.

Dear Shorty0321,

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.

This is all I received from them both times I tried to withdrawal.... my winnings...and never received the winnings

Could you please confirm if you used just one free coupon before you made a deposit to your casino account? Please remember that according to the casino rules, you cannot use more free coupons in a row without making a deposit in between.

Please send me the screenshots of your entire transaction history up to this day.

Dear Shorty0321,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.