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

Still waiting for my money. Withdrawal from Jan. 24th.

Hello ruthzange,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ruby Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Account as approved/verified on Jan. 18th.

I made a deposit of 10$ and from the winnings I made the bonus money was hold. Thereafter 109$ was left which I requested to withdraw.

On Jan. 24th they confirmed:

Hi Ruth,

Your withdrawal request was successful.

We have received your request to withdraw $109 from your account on 2024-01-24 10:59:46 and it will be processed shortly.

Last time I asked them about this was on Febr. 6. Never got an answer.

Hope you will succeed.

Regards, Ruth.

Thank you ruthzange for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ruthzange,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Ruby Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please confirm if the player's withdrawal request was already processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

I had a chance to review the situation and it appears you are still missing the necessary proof of address (recent utility bill) and a valid method of payout ruthzange. Until you have complete documentation and a valid method of withdrawal on file we can't move forward, I would highly suggest contacting customer service via livechat and having them assist you. I would also suggest making a Bitcoin deposit then submitting Bitcoin as your method of withdrawal for the sake of simplicity. Once you have your necessaries in place I am happy to assist, and if you have further issues please let me know.

Best wishes,

Nick and Ruby Slots

Thank you for the explanation, Ruby Slots Casino.

Dear ruthzange, according to the casino representative, you haven't fully verified your account yet. Please, let us know as soon as you provide all the requested documents for verification so that the casino can finish KYC and proceed with the withdrawal.

Hello Natalia,

I sent the documents 5 days ago.

Regards,

Ruth

Dear Ruby Slots Casino, could you please check if you have received all the necessary documents from the player to be able to proceed with withdrawal?

Greetings all,

I was unable to locate any documentation submitted on your behalf ruthzange, did you submit the documentation from your registered email address? If not we would be unable to locate it in the email system, could you let me know to which email address the information was sent and from which email address?

Thanks so much,

Nick and Ruby Slots

Hallo,

I sent the mail from my registered email address: ruthzange@gmail.com to: documents@rubyslotsmail.com just as I was advised to.

It constantly happens that my documents do not reach you. What is going wrong all the time?

Dear Ruby Slots Casino, please, check the last message from the player.

If you still won't be able to find the email from the player, I'd be glad to assist in resending the documents.

If ruthzange wouldn't mind sending me (natalia.b@casino.guru) the requested files so that I could send them to the casino representative?

Greetings all,

Thanks for your cooperation ruthzange, I have located the email and have submitted it for review with the requisite department. We should hear back from them relatively soon and hopefully we can move forward.

Best wishes,

Nick and Ruby

Dear Ruby Slots Casino, please let us know if there have been any updates from your side.

Greetings all,

Apologies, I was ill for a few days so sorry for the lag. I could not open the email myself so it was forwarded to the documents department for review, the good news is that now all documents are complete within the system, the bad news is it appears that payout information was not included in the email, until we have a valid method of payout on file we will not be able to proceed ruthzange. I would once again suggest contacting our service department to work through wire transfer details or making a Bitcoin deposit and I will see if I can get Bitcoin approved as the method of payment.

Best wishes,

Nick and Ruby

How can I contact service dept?

Dear ruthzange, I believe you should try to contact the customer support of the casino (live chat or email) and specify where exactly you want the casino to send you the money. Though you have uploaded your bank statement, it seems the casino doesn't have the confirmed method of withdrawal from you. You will need to specify your bank information, like bank account number, IBAN, BIC, and some other details required by the casino.

I did yesterday Natalia.

Dear Ruby Slots Casino, please, let us know what further details are needed for your financial department to proceed with the payout. According to the player, she has already provided her bank details. Is anything missing?

Greetings all,

I am unable to locate any additional information you've provided ruthzange, please contact customer service via livechat and they will walk you through the necessaries for bank wire transfer. Once you have a valid method of payout on file we can proceed.

Best wishes,

Nick and Ruby Slots

Dear ruthzange, can you please confirm that you have contacted the live chat and provided all the details as requested by them?

Yes Natalia, I did. Check the response of `Nick on `Raging Bull Slots.

Greetings all,

Good news, the necessary payout information is now on file and payment is pending.

Best wishes,

Nick and Raging Bull

Thank you for the updates, Nick. Please, let us know when the withdrawal will be finally approved and processed.

Greetings all,

The funds should be arriving in the bank account soon if it has not already, let us know when the funds come in ruthzange.

Best wishes,

Nick and Ruby Slots

That's my point Nick. I don't know what amount is coming from where, since I made 3 withdrawals.

I received a part of my winnings indeed, but still missing an amount. I received an amount of $628 while the total of my 3 withdrawals was $1009. It's not clear to me from what casino's the amount is. I had credits on Raging Bull ($400), Ruby Slots ($109) and Palace of Chance ($500) and because of the joint processing of these casino's I don't know what is paid by whom. I suppose the withdrawal from Ruby Slots is still missing (not sure though) since I had to make a new request (which I did on Apr. 10th) as they charged the money back into my players account.

But calculating the amount: $1009 is equal to € 947. I received € 590 only. So, can you please check this out? Thank you...

Hi,

You can close this case; I received the money from Ruby Slots.

Thank you for your interference.

Kind regards,

Ruth

Dear ruthzange,

I'm glad to hear that you have successfully received the payment. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru