Ruby Slots Casino - Player's withdrawal blocked due to KYC verification issues.

It all started on June 26th, 2023. I want to withdrawal some winnings that I've earned from Ruby Slots. I currently have over $800 that I am trying to withdrawal. In order for me to withdrawal, I need to KYC and verify my account. I have changed my home address and name, so I asked customer support if I can update my personal information on my ruby slots account. Customer support said I can change my name and address as long as I provide ID front and back, and an utility bill that proves I am currently living at that recent residence. They said as long as I receive a reference number back from sending the emails, then I could give them the reference number and they can officially start the process. So I sent in all documents needed to change my ruby slots info. The first 3 times I sent the updated information in, customer support told me to send it to "Documents@rubyslots.com". I noticed each time I did it, I received no reference number and they said "they didn'tsee my emails". So I contacted customer support for the 4TH time and told them that no reference numbers come back after sending the KYC emails. This new customer support person told me that I was sending the KYC emails to a WRONG email. (This makes me feel like they are trying hard to keep my money so I can either get impatient and lose it, or just keep prolonging the process so I'd give up or something). So, I push through the stress and get the correct email I was suppose to use to send my KYC documents to, which is "Documents@rubyslotsmail.com".

As I'm talking to the customer support for the 4th time, I send the KYC documents while we're still connected, hoping he can see the documents and fix the issue then and there. He tells me he still doesn't see the documents, so I started sending the KYC documents from a whole new device and different emails, hoping one of these methods work because I have no idea if their bs'sing me or if it's really an error on my end. But after taking a solid look on my end, everything is working properly. I sent an email to my friend and they received it with no issue or delay, so I don't understand why ruby slots isn't seeing my updated kyc documents email. Towards the end of this conversation, the customer support said thanks for sending the documents, and that the team will update my account as soon as they can. Which I've been told before but still haven't seen it. Then he told me it can take up to ANOTHER 5+ business days to update this. But honestly speaking, I wouldn't be surprised if another week goes by and they just hit me with the same loop. I really need help. I was blessed enough to get a few hundred dollars on this site, expecting I would've had it in hand by now, but it feels like this casino is blocking my blessing.

If they can actually help me and give me my winnings, then I can respect them for that and update everyone on the problem being fixed. If not, then I have a right to expect ruby slots to be a scam casino.

Dear kanube,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please specify when the casino acknowledged they received your documents? Could you please advise how long have you been a player in the casino? Was your account verified previously with your old name and home address?

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,

Tomas

Could you please specify when the casino acknowledged they received your documents? The casino said " once the documents are received, processing usually takes 5 business days to complete". So it's not really clear if they've received the documents or not.

Could you please advise how long have you been a player in the casino? Since October of 2020

Was your account verified previously with your old name and home address? No

Has the verification of your account progressed since your last message? Could you please advise when was the time the casino support was in contact with you? If there is any communication between you and the casino (emails, chat transcripts) relevant to the case, please forward it to me. My email is tomas@casino.guru

Rubyslots has revoked my access to their casino. I'll leave a screenshot for you what they told me.

They then told me the that "this decision is, unfortunately, irreversible". So pretty much they made it seem like they were okay with me updating my account name and address to my girlfriends info. Then after weeks go by, they tell me that they are closing my account because of this request. After they, they instantly closed my account to where I couldn't log back in. Here's another screenshot of them saying I needed to email them to possibly continue this issue. I emailed them, and to no suprise, they never responded since then. Keep in mind, this whole situation started because I wanted to withdrawal my money but I recently lost my I.D. so therefore I couldn't verify my account without I.D. , so that's when I asked them was it okay to update my account over to my girlfriend so she can verify and kyc for me, they made it seem like it was fine at first, then turn around and say " we are revoking your access to our casino for the safety of our business".

It looks to me like they just wanted to keep my money. They made it seem like I'm someone who's trying to steal another person's account or something, but all they needed to say was "we can't change the original players account information, you must verify the original account holder info". Then I would've said okay fine. I already booked my DMV appointment to get my new I.D on the 19th of July 2023 ( so 2 days from now). And they say to email them, but they never replied back to ANY of the emails I sent them since late June.

Thank you very much, kanube, for providing the necessary information. 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.  

Hello kanube,

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 comment on the issue above? Why haven't you replied to the player regarding the verification of their new ID?

Thank you.

Kind regards,

Tomas

Greetings all,

I had a chance to review the account and under normal circumstances you should be eligible for the $100 maximum cashout on the free chip in play at the time of the win kanube, however since the provided documentation belonged to a different person the account was flagged by our security department and deactivated. Casino accounts are non-transferrable and no one is allowed to play on your account per the terms and conditions of the casino:

12.The Casino reserves the right to void any winnings and confiscate any balance in your casino account in any circumstances that we deem to be going against these terms and conditions, including:

c. If you provide incorrect or misleading registration, account or identification information

f. If you have allowed or permitted (intentionally or unintentionally) someone else to play using your Casino account

I have noted the name of the Customer Service representative you spoke with to assure better support information is given in the future however in this circumstance it is a direct violation of the terms and conditions and there is little I can do to assist. It is critical on signup that accurate information is given, for fraud prevention purposes we need to assure that everyone is who they say they are on signup and can verify that with the necessary verifiable documentation on request. If what you are proposing were allowed anyone could sign up under any name they liked in as many accounts as they liked, play until they win then transfer that account to the verifiable entity of their choice and that's just not a viable way to do things. We hope you understand.

Best wishes,

Nick and Ruby Slots

in that case, I should at least be able to withdrawal the $100 I won

Dear kanube,

Just to clarify, did the information you registered with not match the documents you provided to the casino for verification?

Kind regards,

Tomas

At the time, I didn't have my own I.D. to do the verification, so I asked customer supportmif I could change the name and address over to my girlfriend. At the time, they made it seem like updating information was allowed, but once I sent my girlfriends documents in because she DID have all her documents ready to go, that's when they revoked my account and blocked me. So now that my I.D. has finally come through and I have all required documents, now I am asking them to allow me to verify my account with MY documents. And they won't respond.

Dear Ruby Slots Casino,

We believe that players who entered correct information during registration and were misled by a support agent should be given the opportunity to re-verify their account by providing all necessary documents, including a new ID, in this case. You can ask the player to provide any documentation that will clear up any doubts.

Please let me know your thoughts. Thank you.

Kind regards,

Tomas

Greetings all,

I have further reviewed the situation and gone over all communications relating to the case. I was unable to find an incident where there was incorrect information given on the part of our Customer Service department, the question posed to them specifically was, "I am trying to withdrawal my funds but I can't because my username doesn't match my documents."

They then gave the instructions for submission of documentation as would be standard. I have reached out to you personally kanube via email, no promises (and it appears the signup name is dubious to begin with and not a complete or legal name) but if you can provide legitimate documentation matching the personal information provided on signup I will see what can be done. The truth is now that incorrect documentation has been provided it is quite complicated to the get this decision reversed after the fact and as I was unable to locate an instance where our service department gave incorrect or misleading information it complicates things further. Even with correct documentation from our side it still appears to violate the rule regarding incorrect or misleading registration, account or identification information as well as allowing or permitting (intentionally or unintentionally) someone else to play using your Casino account as there is no verifiable documentation to the contrary.

Best wishes,

Nick and Ruby Slots

Dear kanube,

Before we would move forward, may I please ask if you have any proof that shows you have asked the live agent if you could change the account information to your girlfriend?

Thank you.

Kind regards,

Tomas

I have a screenshot of live agent saying I can change my name and address as long as I supply the correct documents to them

Replying to "Ruby Slots", the sign up name isn't "Dubious", it's my actual real government name. I have my new I.D. now and have no problem sending it to you to further prove it. Casino Guru, I will also send you a picture of my I.D front and back if needed.

Dear kanube,

I've reviewed your new ID and I'm a bit confused about the issue date not being current. Could you kindly provide an explanation? Thank you.

Kind regards,

Tomas

These are pictures of my ID that I ended up finding in my phone. The expiration date is 2026 so it's still valid.

Dear kanube,

If that is indeed the situation, may I request that you provide us with photographs of your new ID?

In the event that you have misplaced your old ID, it cannot be used for verification as it may be accessed and abused by an unauthorized person who might have found it. In any case, if the information on both IDs corresponds, I am confident that the verification procedure can commence.

Here is my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

All the information on my new ID is exactly the same because it is a "replacement ID". I'm trying to take a picture of new ID anyways but for some reason cant because keep getting message saying that my phone memory is too low. I already deleted apps and unnecessary files on my phone, and keep getting error messages saying I need to clear up memory when I already have!

Dear kanube,

In order to clear up any doubts, we kindly request that you provide us with a photo of your new ID. If your cell phone's memory is full, you can free up space by deleting some files. For your reference, the size of your previous picture was only 802 KB. Alternatively, you may use a friend's phone to take a new picture.

Please note that this is a necessary step for us to conduct a thorough investigation.

Kind regards,

Tomas

Dear kanube,

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.

Dear all,

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 if they provide us with the requested document.

Kind regards,

Tomas