Ruby Slots Casino - Player's withdrawal got delayed.

Said was approved then said 7-10 business days and it’s been so now trying to make me verify my documents again just getting the run around!!

Dear sweetums2333,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

No I haven’t withdrawn anything ever from this casino and yes. They said it was approved they also said I had to make a deposit first of $10 through Litcoin which I’ve done and was approved!

Now they deducted and gave me back my $110 I just requested a withdrawal of that I just want my money so I can move on

I’m fine with the 110 now how long is that going to take is the question

Do I understand correctly your withdrawal was canceled and the amount was returned to your casino balance?

Could you please share your recent communication with the casino regarding the issue and a screenshot from your transaction history?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

Thank you very much, sweetums2333, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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

Hello sweetums2333,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Ruby Slots Casino to join the conversation.

Dear Ruby Slots Casino,

Can you please provide information on why the player has not received their withdrawal?

Greetings all,

I have reviewed the situation and it appears that the withdrawal at the maximum cashout for the free chip in play at the time of the win should be valid ($100) however it is necessary to provide further documentation to validate the account. Proof of address in the form of a recent utility bill and a valid picture ID are required, the simplest way to submit these things is through the documents module in the casino cashier or through customer service via live chat. It would also be good to confirm your Bitcoin address as well, also with customer service sweetums2333. Once these necessaries are in place I should be able to expedite payment through the system.

Best wishes,

Nick and Ruby Slots

Dear sweetums2333,

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.

I already did all that

It’s the same thing everytime verify documents

Dear sweetums2333,

Have you provided the casino team with the additional documents as advised above? If so, is the verification process still pending?

Greetings all,

I reviewed the account as well as all correspondence between the player and the casino and at least three attempts were made via email by our service department to obtain the necessary information in order to validate the account and make it eligible for withdrawal, none of these were responded to.

Due to our lack of ability to verify the player's physical address the requested withdrawal was denied and the funds returned to the player account, the funds were then played, several rounds of free roll tournaments (only one is allowed and only after cash deposit) and an additional free chip were also deposited and played. Currently the playable balance is at $47 but unfortunately none of these funds are cashable due to the reasons stated above.

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

Best wishes,

Nick and Ruby Slots

Dear sweetums2333,

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 sweetums2333,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru