Ruby Slots Casino - Player's withdrawal is being rejected probably due to an incorrect birthdate on file.

My account at Ruby Slots is not showing my correct birth day. My birth date 09/11/1971. I must have not paid a lot of attention when setting it up. I must have mistaken the month for the day as it has 11/09/1971 as my birthdate. I didn't noticed util i was ready to withdraw my winnings of 1400.00. I tried to contact them for over a week now and with no resolve to my problem. First time I emailed them they said it would take up to 72 hours to get back to me, I waited and contacted them on the 4th day and they sent me and another email saying it would be another 72 hours. I have tried to give them my documents to get my money but i am sure it's being rejected because my birthdate is incorrect. Before you ask, I did have a bonus when I made a deposit and I did my playthrough of over 7000.00 in winnings. I finally had 1400.00 that I earned to be withdrawn. Please help as I don't know what to do about this.

Dear Dennine52,

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. Do I understand correctly that this is the only mistake in your personal information?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

I sent you the required communication through your email. Thank you for your help on this.

Kelley W***e

Thank you very much, Dennine52, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Dennine52,

I am sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Ruby Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino team,

Could you please look at the player's account and provide us with an explanation? Where is the problem? Is that really about just filling in the wrong DOB of the user during registration?

If the problem is elsewhere, and we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate it with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

I can correct that for you Dennine52, just to confirm your actual birthdate is September 11th, 1971 not November 9th?

Best wishes,

Nick and Ruby Slots

Yes my birthday is September 11, 1971

Thank you. That is my only issue with my account. I just hope now I can withdraw my money from the casino.

Greetings all,

Your date of birth has been corrected Dennine52, you should now be able to move forward with the account validation process.

Best wishes,

Nick and Ruby Slots

Thank you both for your replies.

Dear Dennine52,

Could you please check your account/verification status and provide us with an update?

Is there any progress on your issue?

Currently traveling. Will be home later tonight and I will check and let you all know. Thank you for your help on this.

No problem at all, Dennine52.

Every involved party has 2x7 days to respond. It does not have to be immediately or as soon as possible.

We will patiently wait for an update.

Thank you! You’re the best

Everything is correct on my account now and I was able to Identify myself. Now just waiting on the wire transfer to my account. Thank you everyone for your help.

Great news, Dennine52!

Thank you for the update, and I am sorry for the delay.

Can you please confirm your issue was successfully resolved, or to be sure, would you like me to wait until your withdrawal is completely processed and the payment credited to your payment method if it has not been yet?

Hello,

Yes can we keep this open until I receive my withdrawal payment.

Alright, Dennine52, no problem.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

Please note that it usually takes several business days until a withdrawal is successfully and completely processed. Therefore, I am extending the timer for a longer period. But, I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Hello,

I am hoping it will be soon, since I did a wire transfer but we shall see. Thanks again for all your help on this and for extending my case time on this.

Kelley W***e

Hello all,

I have not received my withdrawal payment or any confirmation that it is coming and I messaged them and got response of they will contact me in 72 hours. But still no response back from them after 72 hours.

Dear Nick and Ruby Slots Casino,

Can you please provide us with an update on the issue?

Is there anything preventing the casino from completely processing the withdrawal?

If yes, can you provide us with more details?

If not - has the withdrawal been already approved/processed, and if yes, what is the estimated time frame for crediting the payment to the player's payment method?

Greetings all,

While documents were submitted and approved for account validation I cannot locate any banking details in the casino system that were supplied at any point. I searched all interaction with all departments and have been unable to locate them. I have sent you an email Dennine52, please provide the complete requested information and I will see what can be done to move you forward here.

Best wishes,

Nick and Ruby Slots

Thank you, Nick.

Dear Dennine52,

Can you please reply to Nick's email and/or submit a withdrawal request on your account and let us know of an update?

Hello,

I haven't received an outside email from anyone at Ruby slots yet. Can someone tell me how am I supposed to make a withdrawal request if I already made one? I have all related withdrawal request screenshots showing i did indeed request it with my bank information and it was acknowledged and then nothing happened, I even emailed the contact help@rubyslots.com check on my withdrawal and never heard back from anyone.

i check my email ke***********08@yahoo.com regularly as it is my main one, nothing from ruby slots. I entered all my banking information including the wire transfer code needed.

Alright, Dennine52. Thank you for the information.

So, let's wait for Nick's response.

Greetings all,

I still have not received a response to my email, to/from which email boxes did you send your banking info Dennine52?

Best wishes,

Nick and Ruby Slots

I never received an email at ke***********08@yahoo.com. So I never knew I was supposed to send banking info to you. I sent pics of my Ruby slots account with proof I requested the withdrawal on 10-27-23. Can you tell me what became of it?

Hello,

I have done everything I was suppose to do on the withdrawl. Yet I feel like I am being blame for them not wanting to pay me. I never received any message from Nick about the needed information. Which I question it was even sent as i told you and him Ke***********08@yahoo.com is my main e-mail. I check every day. Why would I lie to anyone about not getting anything from Nick? I have only gotten promotions from Ruby slots except the correspondence that they got my withdrawal request on 10/27/2023. I also have all the emails, I sent with their automatic responses. And funny how I get all my emails from you all at Guru on the same email. I did my due diligence on the withdrawal with all the information you said i need to have. At any point Ruby Slots could have sent me an email to tell they didn't approve the transfer, It suppose to be reviewed with in 7-10 business days.. But Nick says he can't even see were I attempted to withdrawal anything. I have been with my bank for over 13 years and it is a joint account with my husband. My name is on the account, no where did it say I had to have an individual account or send them my bank account statement . I have done nothing but coorapatered in all of this. I don't have a another bank . I have a credit union in my name only, but they are not part of the swift network. - So I guess I just don't get my money. I give up they can keep it and I will never play another online casino and warn others as well not to.

Dear Dennine52,

It is a normal verification process like in any other online casino. The casino has to verify all your payment methods and the origin of the deposited funds. There is likely no other or simpler way to verify a payment method than to provide the casino with the official bank statement.

If you did not receive an email from Nick, I provided you with detailed instructions above. Can you please follow them and let us know about an update once everything is done? If it is the only way to successfully withdraw your disputed funds from the casino, why should it be a problem for you to provide the requested? Is there any obstacle preventing you from providing Nick with the requested details and documents?

However, please note the instructions are from Nick's email, but if you can prove that you are one of the rightful owners of the used payment method and deposited funds, I believe it should not be a problem to withdraw using it. Therefore, we are here for you, to help. But your cooperation is necessary.

I am afraid that in case you refuse to cooperate with us in resolving your issue, I will be forced to think about complaint closure. Also, if you decide you do not need our help anymore, feel free to inform me about it.

Looking forward to hearing from you.

I cancelled my withdrawal and started a new one with the same information I sent before. I have screen shots of the information I provided. I will send this to Nick. If you want to put this on private i can provide you the same

information.

Dear Dennine52,

And what was it good for, please? Are you aware that the casino will ask you for the necessary documents to verify your payment method and the origin of the deposited funds anyway?

Since the process probably started again, you should be contacted by the casino to ask you for verification of the payment method used. Has it already happened? Did the casino contact you?

If yes, can you please provide us with an update? Is there any progress? If not - look at one of my previous posts with clear instructions on what to do to speed the process up.

I remind you that I already warned you - in case you refuse to cooperate with us in resolving your issue, it will likely lead to complaint closure/rejection. It looks like instead of following my instructions and cooperating, you completely ignored them, as well as the warning, and decided to complicate and drag the process out.

Wow. I thought I was helping. The Casino has yet to contact me about anything. Even after I sent that requested information over. I am the customer and victim here. Please close this case cause the casino is never going to give me my money. And I will not stand to be dismissed or disrespected anymore by guru . I will post this whole thread to Reddit. I never received any email from the casino and you people keep acting like I’m lying and trying to delay my payment. Thank you for being rude and not helping. CLOSE THE CASE!!!!!!

Dear Dennine52,

I am sincerely sorry if my posts indicated disrespect or they made you uncomfortable.

There were clear instructions, and for some reason, you were requested by Nick to send everything via email. However, you did not answer several questions at all.

"Even after I sent that requested information over."

What information and where did you send it, please? Do you still mean only a withdrawal request in the casino, or did you follow the instructions above and send everything to Nick?

Although you kept referring to the fact that you did not receive an email from Nick and that you have only a joint account, I provided you with all the instructions from his email, how to proceed, and informed you that if you can verify the ownership of the payment method (despite it being a joint account), that you are one of the rightful owners of it, it should not be a problem to withdraw the disputed funds from the casino.

Unfortunately, there is likely no other or simpler way to verify a payment method than to provide the casino with the official bank statement. It is an industry standard and therefore, unawareness is no excuse. You accepted the casino's Terms and Conditions during registration.

If the casino is unresponsive and Nick is the only one who can help us, why was/is it a problem to send him the requested details and document?

The requested details should be sent directly to him via email and in a specific form, that is all. Thanks to his help and cooperation, we were able to solve many cases. So I would give it a chance.

As for posting the thread anywhere - we would highly appreciate it. It is always great to raise awareness of common player issues in online casinos and how it works. I sincerely believe you will share a link to the complete thread to not provide only selected and/or misleading information.

But, if you wish me to close the case anyway, just confirming it will be enough and no further information is needed. The case will be closed/rejected. No problem.

Dear Dennine52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case for the following reasons:

• The player stopped responding to our messages and questions
• Non-cooperation on the player's side despite being provided with our help and detailed instructions on how to proceed for a successful withdrawal
• Last but not least, we were asked for it

The player can reopen this complaint anytime. However, we will require full cooperation in further resolving this.

Thank you very much, Nick and Ruby Slots, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru