Ruby Slots Casino - Player’s withdrawal has been declined.

A couple weeks ago I hit and I won $1,314 I did it would draw a set in process I don't know what the problem is or what the malfunction maybe but I've done everything they have asked for me to get the money and I still have not received it there is not a number to call customer service to speak with someone it's always an email and they never write me back. Show with that being said can I please finally get some help from someone is there a way that I can get a check written to me to hell with the online pay upload it to my card bullcrap because the it's shit. I do not have patience for this stuff I'm really aggravated and I can really use the money right now so bad I'm currently bouncing from place to place and I was looking forward to the money to get my own place so someone please can you help me figure this thing out I go to log into my account and it says that I don't have one I have emails I have pictures screenshots that I had took with my phone to prove that I do have winnings so I need someone to please reach out to me and help me with the situation thank you and God bless

Dear Heather,

Thank you for submitting your complaint through our website. I am very sorry about your difficult situation; I will do my best to help you and get this resolved for you. Could you please answer a few questions for me, so that I can fully understand this issue? Did you play with any bonuses since hitting this win? If yes, could you please specify which bonus it was? Did the casino confirm if your verification has been successful? Also, have you ever made a successful withdrawal in this casino before? Please check your e-mail inbox including the spam folder, as casino e-mails can sometimes end up there. Thank you in advance for your reply.

Best regards,

Satrio

Dear Heather,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello there, thank you for your help. No it wasn't any bonuses... yes the casino had all the documentation that's needed.  As for hitting.. this first time hitting.  I have never won anything in my life.  Except this right here.  That's wbu im so aggravated with this casino.  I Need help getting this resolved.  Thank you again

Hi Heather,

I have contacted the casino representative regarding your issue. Hopefully, they will get back to us soon.

Best regards,Satrio

Hey Heather,

I looked into the situation for you and it appears you didn't use an actual name when you signed up, this is a violation of our terms and conditions and when it was noticed by the automated system your credit card deposit (the first cash deposit into your account historically) was never collected by our payment system. It should be unblocked by your bank and still in your account right now in all likelihood.

We are a legit casino, you win we pay, but that trust needs to go both ways. It is imperative that all information be correct on signup for a number of reasons and when false information is given the account is categorically considered invalid.

"Tatted Up" is a cool pseudonym but unfortunately not the name on your very real identification necessary for account validation. 

Section 12 of our terms and conditions specifically speaks to this:

The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:

1. If there is evidence to suggest that you have more than one active account for the Casino;
2. If the name on your Casino account does not match the name on the credit card(s) used to make deposits on your Casino account;
3. If you participate in a Casino promotion and cash-in before fulfilling the requirements of that particular promotion;
4. If you provide incorrect or misleading registration, account or identification information;
5. If you are not of legal age;
6. If you reside in a jurisdiction where participation in the Casino is prohibited by law;
7. If you have allowed or permitted (intentionally or unintentionally) someone else to play on your Casino account;
8. The Player is conscious of the fact that he/she might lose money using this software.
9. If the Player has not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);
10. If you are found cheating or if it is determined by the Casino that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the Casino;
11. If you have been designated as a bonus abuser, playing no or low-risk strategies to withdraw promotional money;

Ultimately knowledge is power, as a casino professional I can say that without question the #1 reason for player dissatisfaction is a lack of understanding and comprehension of the rules they are playing under. I do apologize for the inconvenience but unfortunately in this situation there is not much I can do for you aside from the apology itself.

Read and understand the terms and conditions then give it another shot, I think you'll find Ruby Slots is a great place to play and win.

Best wishes and I hope this finds you well.

Sincerely,

Nick and Ruby Slots

Dear Heather,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.