HomeComplaintsRuby Slots Casino - Player’s withdrawal has been delayed.

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

Amount: $79

Ruby Slots Casino
Safety Index:High
Submitted: 30 Sep 2022 | Case closed : 20 Oct 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Ukraine requested a withdrawal two weeks prior to submitting this complaint. It has not been processed. The complaint was rejected because the player didn't respond to our messages and questions.

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2 years ago
Translation

Good afternoon, I applied for the withdrawal of money, on September 14, I sent all the documents, there was no reaction from the casino, they didn’t even write an answer

Automatic translation:
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2 years ago

Dear SemenetsSvitlana,

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 before? Do I understand correctly that you have not received any confirmation from the casino regarding successful verification?

Have you accumulated your winnings with or without an active 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,

Kristina

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2 years ago
Translation

Good evening, no, I didn’t submit a withdrawal earlier, and yes, I correctly sent all my documents to the post office, there was no answer. Yes, my winnings are accumulated with an active bonus


Automatic translation:
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2 years ago

Thank you for your reply, SemenetsSvitlana. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you.

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2 years ago

Dear SemenetsSvitlana,

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.

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2 years ago

Unfortunately, we’re forced to close 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.

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