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

So i withdrawal my winnings via Bitcoin got approved pretty quick but been over two weeks and still no money they just tell me to keep waiting and waiting still nothing well i also just cashed out 5000$ as well so i hope that goes thru and isn’t like the comments I’ve been seeing I’ve deposited a little decent amount in the casino.

Dear 9m4dhcbxcj,

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? Could you please confirm that you have passed the KYC 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

They are my winnings I won off a deposit with a bonus yes it was withdrawal able money and if i cant cashout out why tf did it let me now send me my money!

UPDATE NOW THE WINNINGS HAVE BEEN PUT BACK INTO MY ACCOUNT WHY IS THIS WHEN IVE BEEN CONTACTING AND YALL SAID IT IS APPROVED AND WAIT TWO WEEKS I WILL GET MY MONEY! Yall owe me 5,498$ in total give me my money!

and Yes i been sent the KYC or KFC WHATEVER IT IS never sent anything to me!

Winning was put back into my account after waiting the time frame was never told to send my information in but i did myself and still never got my withdrawal this is got me fed up and now i should get my WITHDRAWALS ASAP 24-48 hrs not 2 weeks + now

Thank you for your reply, 9m4dhcbxcj. First, I would like to ask you to adjust your language. You are now talking to a Casino.guru employee and not the casino and we do not owe you anything.

Now, could you please clarify when exactly you requested the withdrawal for the first time? Have you received any explanation regarding the canceled withdrawal?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

UPDATE I WITHDRAWAL 11/30 was approved 11/30 at 1:30AM THE MONEY WAS put back into my balance NOW WHEN I GO TO LOG IN TO MY ACCOUNT IT SAYS OOPS SOMETHING BAD HAPPENED AND I CANNOT LOG IN BEEN LIKE THIS AFTER I TRIED TO WITHDRAW 5000$+ RUBY SLOTS IS A SCAM

Have you tried contacting the casino regarding account access issues? Please forward any relevant communication to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes i have tried to contact them about my account being deleted and NOTHING back from them sent to both their emails! My account is HN7135SRCW for ruby slots i had withdrawn 5000$+ via Bitcoin and received nothing but an account that is unable to log in I’ve deposited a lot of money into to this app to try and cash out and get screwed by them! My first withdrawal was approved by a "manager" for 655$ my account was also approved ^^ and then the winnings was sent back to my account after 2 weeks never received Bitcoin then i won nearly 6k and cashed out then my account is just GONE. In total I’ve probably deposited a few hundred if they don’t want to give me my winnings they can just refund me all of my deposits. I understand you aren’t Ruby slots but i would like to be connected or something with them.

Thank you very much, 9m4dhcbxcj, for your cooperation. 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.  

Hello 9m4dhcbxcj,

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 some information regarding the player's long withdrawal delay?

long withdrawal delay and also account deleted! Never got my 6000$ i want my BTC from them!

Greetings all,

I have reviewed the case and it appears on account registration you violated one of the most important rules of the casino 9m4dhcbxcj. Upon receipt of your documentation it was found that you provided incorrect information about yourself while registering, this particular point of personal data makes you ineligible for participation in the casino.

An excerpt from our terms and conditions:

The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. The Casino reserves the right to void any winnings and confiscate any balance in your casino account in circumstances including:

d) If you provide incorrect or misleading registration, account or identification information;

I'm sorry 9m4dhcbxcj but due to the nature of the infraction the casino has suspended your account permanently and voided all balances within the account.

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

Best wishes,

Nick and Ruby Slots

Dear 9m4dhcbxcj,

We have received sufficient evidence from Ruby Slots Casino of breaching the casino rules, so sadly we have to agree with the casino's decision of banning your account. Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal