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

i won 1800 on friday tried to withdraw. saturday i still didnt get my money which is weird because it only took 4-7 hours last time they deposit money in though it wasnt the fully amount. so i thought its too much. so i took money from it and make it a smaller amount $420.00. later that day i got online to check the status and it was approved. now i thought it was it because i cancel the wirthdraw and made a new one with my coinbase accout. i was happy that will deposit will deposit soon. but i checked my coinbase acount. no money. check the wallet but nothing. so asked the chat suppurt what happened. said i had my funds taken. i said if i made a mistake why did they apporved it. he said the manager that desion and its not up to him. i told him i wanted to speak to supervisor. he told me that wouldnt change nothing. told me he can give me the deposit i made on friday but i loss my winning and ended the chat.

Dear spareme,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I’m sorry but there is a mistake. They canceled my deposit and then requested it with the managers approval on it and then got the money and then when I asked him where is my money at they said that

they had to take it because I did mix funds with bonuses and I never use the bonus from November 24 to November 27 when they had taken my withdrawal because I had it and coin draw and they canceled it and then resubmitted it and Got the withdrawal and when I found out the next day on November 28 I said where is my deposit withdrawal that they said oh it was rejected because of the fact that it was on use with mixed funds and I showed him that it was not, and they still did not listen to me so now I need help I will show you. I used my money to deposit into this casino account through bitcoin wallet with cash out that was Friday, November 24 and from Friday to Monday, November 27 which was my birthday they said that I use bonuses and mixed funds to mess up my deposit and that’s why they had to take it even though that’s not the case I deposit my $34 then I went ahead and played and I won up to $3000. Then I dropped down the two because I kept playing and then when I got down to two, I went ahead and deposit 1800 and I had $200 left to play with and then after that I took out more money out of my own withdrawal, and I went and left only 450 and then I ended up taking it back and only taking out $420. That was what I was left by Monday or Sunday night and by 5 o’clock in the evening on Monday they took the money off and they deposit somewhere else.

as you can see they stole my withdrawal. Didn’t tell me and I contacted them November 28 they said they did it because I used too many bonus. I told I didn’t get any bonus. The support team said because I used free money for the tournament. I bought money I didn’t use free money. Then support member said because I mixed funds. Lies all lies so they took my withdraw and gave me what I start with which was my deposit on November 24 $34 of bitcoin. I never got my winnings $420.00 withdraw.

Thank you very much for your reply, spareme. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear spareme,

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 sent the screenshot to the address

Could you please forward me the conversation with the casino where they explained why you are unable to withdraw your winnings?

Dear spareme,

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.

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.