Ruby Slots Casino - Player's withdrawal is continuously being declined.

I will say that I am sorry in advance for the long explanation. On 10/25 I deposited. On 11/24 I hit playthru and requested a withdraw of $643. This was after they removed my $125 bonus.

I have withdrawn from Inclave casinos before. They have my passport on file, and I verified my payment card. This was declined 12/19. On 12/26 I realized that Ruby had put the money back in my account. I played a bit and requested $600 withdraw by check. I waited patiently. This was declined on 2/14.

I had not communicated with them till this point. I was just kind of waiting. I requested my $600 again. This time there was communication and I was asked for things that I had not been asked for to this point. They wanted a new form filled out, as well as a utility bill and bank statement in PDF form.

I sent the requested information the same day. Then I was told that I didn't send the utility bill. (I did) so I resent it. Then I was told that my bank statement was not acceptable because I am married. As I mentioned I have cashed out from casinos before, never with this as a reason not to pay out. I have been married for over 20 years. Of course I have a joint account.

"Fine" I said and changed my request back to a check. I did get another response this time. Now I was told that they are not currently issuing checks.

I didn't want to, but I gave in to Bitcoin. On April 16th I requested a Bitcoin withdraw. On May 7th this too was declined.

I don't care which method they would like to use, or even if they just want to send me a $600 gift card, but they seem to be very unwilling to part with this relatively small amount for a casino.

If you could help me settle this matter I would appreciate it. Also I do believe that I can forward you the email string where they told me that they were not writing checks and when they said I can't be married and have a joint account.

Thanks

Dear pibbs888,

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 from the casino in the past?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I have forwarded the information to your email.

I haven't received any message from you.

I'll send you an email shortly to your registered email address. Please send the information you wanted to as a reply to the email if you still require our assistance.

I had used the wrong email last time. Information was sent this morning. Can you please verify when you get it?

Thank you very much, pibbs888, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi pibbs888,

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? Based on the player's communication with support, the player's joint bank account caused problems, could you please explain why it cannot be accepted? Why the withdrawal request via Bitcoin was declined? Would you specify if there are any alternative ways for withdrawal?

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 have reviewed the situation and it appears there may have been a miscommunication, physical check is indeed an option for withdrawal (check and bank wire are your current options). In order to withdraw it is necessary to have an approved payout method on file to facilitate transfer of funds. Until there is a payout method on file for you the requested withdrawal will continue to be denied until that information is noted in your player account pibbs888. I recommend going to customer service via livechat and having them walk you through the necessaries, it should greatly simplify the process. I am unable to locate any payout information submitted on your behalf.

Best wishes,

Nick and Ruby Slots

Dear pibbs888, have you already contacted casino support to set up an approved payment method for you, as recommended by the casino representative?

Hi Natalia

I will attempt to withdraw again today. I don't feel that the response by Ruby addressed the issue at all.

Way back at the start of the process I did fill out the information at their site to initiate the withdraw process. That was declined. I have sent you the email chain where they specifically say "we are not writing checks".

I have also shared with you the form that they requested to be filled out. It is filled out, and the required PDF's are attached. That is why they declined again due to a joint checking account. I feel that the term acceptable method on file is code for "we're not accepting a joint checking account". This was not addressed in the reply from Nick or Ruby slots.

I have attempted to reach live chat in the past. Once I was 35th in line and the second time I was 18th. I have some time to spare today to work on this, but I feel deep down that once I get a rep I will be told to fill out the same form that everyone already has a copy of.

Please stay involved to help me resolve this.

I will let you know how today goes.

Thanks again for your help in this matter.

Here are some screenshots of my chat from today. It went as expected. I was first told just go to the cashier. I explained further, and not surprising she knows no one named Nick. She said checks are not an option. I forwarded her the message from Nick.

I was given the same form that we already have a copy of. This time she made a point of no joint accounts.

I can not get Bitcoin because I didn't deposit in Bitcoin.

A check was a cash out option, and I sent the photo showing that I have once again requested a check.

Again thank you for helping me.

I hope this helps.

Thank you for the updates, pibbs888.

Dear Ruby Slots Casino, please check the latest information from the player. The live chat agent told the player that issuing a check was not an option for him. The other issue is that the player has a joint bank account with his spouse therefore support refuses to accept his bank details. Can you please let us know if the player should provide any additional documents to confirm that he's a rightful owner of the joint bank account or that his spouse doesn't have a casino account so that any other person at the casino does not use the bank account?

Greetings all,

I have just spoken directly with the finance department and they informed me that there is indeed an issue with check payment currently, unless the player has been paid previously by check our 3rd party payment providers are no longer allowing new players to be added as it is being phased out entirely as a method of withdrawal. I do apologize for the incorrect information however I am still getting certain players paid via physical check and the notes in the account indicated that the attempt was being made to acquire the necessaries for check payout previously, were it possible it would be the simplest method given the current situation.

The unfortunate news about this turn of events is that bank wire transfer is your only option for withdrawal at this point pibbs888. This means you will need to comply with all of the necessaries that our 3rd party payment providers require for bank wire transfer as mentioned by the service agent you have spoken with. This includes their inability to do a bank wire transfer to joint bank accounts. I would highly recommend contacting the service department once again and providing the information requested, until there is an approved method of withdrawal on file we cannot move forward here.

Best wishes,

Nick and Ruby Slots

Dear pibbs888, do I understand correctly that you don't have another bank account? The only account you have is this joint account with your spouse?

That is correct. I have been married for many years (22). We have a joint account. With other inclave casinos this has not been an issue.

They could process a $600 refund to my payment card. They could send me a $600 Amazon gift card.

My point is that if they want this settled, there are ways to get this done.

As always thank you for your help.

After thinking about this for a bit, I would be willing to open a checking account, but only if they will wave the 30 day waiting period, and pay me out right away.

Thanks again.

Dear Ruby Slots Casino, could you please specify if any other options are available such as the ones suggested by the player (refund to a card or a gift voucher)?

Will there be any withdrawal restrictions, if the player opens a new checking account?

Greetings all,

It would perhaps be prudent to clarify here that we do not dictate the terms regarding bank wire transfer, for the safety of our players all banking transactions to and from the casino pass through a third party payment provider. These payment providers tell us how (and when) funds can or can't be transferred then we follow these guidelines as prescribed by the payment provider. It is less than ideal, certainly, however it a necessary step. One of the prescribed terms is that a player bank account be active and have a transaction history in order to qualify for transfer (must be at least 30 days old and in regular use), another is that is that if there is any other party attached to the account (spouse, partner, business) they will not transfer.

I apologize for the inconvenience however there is no way around here and we are not capable of "waiving" anything as the terms are set by a 3rd party. Hopefully this clarifies things a bit.

Best wishes,

Nick and Ruby Slots

Dear pibbs888, unfortunately, it seems that the only option left for you is to open a new bank account. Please, let me know if you have already proceeded with this action.

Dear pibbs888,

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.

Thank you. I have opened an account, and am waiting for my first statement to arrive so that I try again.

Thank you, pibbs888. Let me know as soon as you get the document.

Thank you. I hope to have it over the weekend.

Have there been any updates, pibbs888?

I anticipate getting a 30 day statement today or tomorrow. I will attempt to withdraw as soon as I have it

I have requested my withdrawal. I have filled out the form. There was no option for a checking account on the withdrawal form. Only savings account or current account. I selected current. Here is another picture of my request.

Dear pibbs888, thank you for the updates. The message on the screenshot says your request will be checked in 5 days, so please let us know if it will be successful. In case of any issues, we'll contact the casino representative to recheck.

Hello

It has been 5 days and there is no deposit. I have not been contacted by any one asking for any additional information.

When I requested the withdrawal there was no request for the statement that has caused so much issue. I would have expected an email asking for it.

I have a feeling that when you reach out, they will tell you that they are still missing information. This seems to be a pattern.

Again I appreciate your help. Thank you.

Thank you for keeping us updates, pibbs888.

Dear Ruby Slots Casino, can you please check the current status of the player's withdrawal request and if any special information needs to be passed on to support?

Greetings all,

I had a look at the player account once again and there is still no banking update in the account nor further documentation that has been submitted through the official channels. Until such time as the banking details have been officially submitted, reviewed, and approved (then posted to the player account) we cannot move forward here. Please submit the revised banking details and requested supporting documentation to the customer service department via live chat or directly to the finance department via email pibbs888.

Best wishes,

Nick and Ruby Slots

So that we can all get on the same page, I have forwarded the documents to Ruby Slots and Natalia both.

Please let me know when this is processed.

Dear Ruby Slots Casino, can you please check again? I have received the email with the bank statements from the player, it was sent to documents@rubyslotsmail.com, too.

However, in his recent email, the player mentioned that the money was returned to his balance, and the support claimed they hadn't received updated banking information.

Greetings all,

I am still unable to locate the new information within the email system, could you please provide me with the email address you submitted the documentation from pibbs888?

Thanks so much!

Nick and Ruby Slots

Dear Ruby Slots Casino, have you checked the provided information?

Greetings all,

I located then had the submitted documentation reviewed. They have requested the most recent bank statement (showing account activity and positive balance), proof of address in the form of a recent utility bill (30 days max), and a clear copy of the passport showing the entire document.

Best wishes,

Nick and Ruby Slots

Hi again.

Unfortunately, as you can see, this is simply more of the same. I sent 2 bank statements for this exact reason. The first shows the opening of the account on my name only as requested. The second is my next monthly statement showing 30 days of transactions as requested. That second statement has transactions at Home Depot, doggy daycare, restaurants, and the purchase of a $12,000 cashier check. I sent the same email to casino guru at the same time just so someone independent can see that this is being done.

As for the passport, this is the one that is on file at inclave. It has been verified on the past at other casinos for cash out. Since November of last year when this started, no one at all has mentioned my ID as any type of problem. Just looking at the timing of it, it appears to be just another delay tactic. I.E. "let's find something new to look for". P.S. they do have both sides of the passport on file because they obviously wouldn't accept a partial document either.

Sooo... Basically, I need a copy of my ID (both sides obviously), a bank statement (in my name only for some unexplained as of yet reason), and a copy of my electric bill (or gas or water).

Stop me if I am getting this wrong, but isn't that all of the information needed to start a new withdrawal request? It feels like we are once again starting from scratch? From last year till now the only progress we have made is that you have my wire transfer information?

Just to be proactive, you do still have my wire transfer information correct? Or will that be the next thing you ask me for yet again ?

There are too many layers currently. I am taking to Natalia who is talking to you, who is talking to someone else some place else.

I would prefer to send the documents to Natalia, who can forward them to you, and you can get them to the appropriate place. This would establish some sort of chain of control, and prevent things from getting "lost".

I can also email you directly if you would like to provide your email. The one thing that does not seem to be working, is sending information to an unknown person and hoping they reply.

Lastly I will throw a new wrench in the puzzle. I have moved. That $12000 cashier's check was for my closing costs. My ID, my utility bill, and my bank statement all reflect the new house address.

Please let me know as soon as possible where you want me to send the documents. As a reminder, the new November is less than 3 months away.

Fingers crossed that the process works correctly this time.

Best wishes to you both as well.

Dear pibbs888, could you please specify when you moved? Have you requested the casino support to update your address in your casino account?

So all the most recent documents have your new address?

The documents should be sent directly by you (no 3rd party is allowed, so Nick or I can forward your documentation), please send them to documents@rubyslotsmail.com and let us know from what email address you'd send them so that Nick can locate your documents in the system and hopefully nothing will be lost.

Dear Ruby Slots Casino, I have received an email from pibbs888, he informed me about sending the new documentation. Can you please locate the files so that we can move forward?

Greetings all,

I am seeing that the necessary documents for account validation are now on file and approved within the casino account but I'm still seeing no update regarding bank wire details, there are two emails one with your passport (ID), and another with electric bill (proof of address) but it appears the banking information didn't arrive. Could you resend that please pibbs888?

Best wishes,

Nick and Ruby Slots

The wire information has been sent to the documents email address, and cc'd. Thanks

Dear Ruby Slots Casino, please, check the updates from pibbs888.

Greetings all,

I located your most recent email with the banking information and sent it for review, but I am not seeing the recent bank statements that were requested attached to the email. We will see what documents department has to say but I am not extremely hopeful.

Best wishes,

Nick and Ruby Slots

The statement has been resent to the documents email address with a copy to casino guru for proof. The bank statement was sent at the same time as the id, passport and electronic bill.

However just to play along you now have another copy dated August 13.

Hello pibbs888,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi everyone, my apologies for the late reply - I was on vacation and then on sick leave and couldn't check the complaints for a while.

Could you please share any updates? Have you received the missing documentation from the player, Ruby Slots Casino?

Greetings all,

There was indeed a bank statement received on the 30th of September which I sent for review with our documents department. They responded that the physical address for the individual on the bank statement did not correspond with the registered player address within the casino nor on the provided documentation for proof of address. They suggested contacting the bank to have this corrected then re-submitting a bank statement with the correct address. Unfortunately, unless all of these things align our 3rd party payment providers will not allow us to submit the withdrawal for payment.

Best wishes,

Nick and Ruby Slots

I have sent the statement that matches the address. They responded and gave me a case number, but no further contact

Dear Ruby Slot Casino, can you locate the resubmitted bank statement, please?

Greetings all,

We have the same issue here.

The address that the casino account is registered under:

66XXXX N 85th Ave Glendale, AZ 85305 United States

The address on statement of bank account:

84XXXX W Jefferson St Peoria, AZ

You can see the issue here, you have submitted documentation including proof of address stating that you live at one address and have submitted bank statements that are contrary to this (now more than once) pibbs888. This calls into question the validity of all of the documents already submitted. I will see what can be done to prevent this from being a further issue however it is definitely critical that bank statements with the proper address be submitted promptly.

Best wishes,

Nick and Ruby Slots

Hi again. A few emails ago when I told you that I moved, you had me change the address on file with you. I sent the updated drivers license, a utility bill from the new address.

I have just emailed to the documents address all of those items again.

They all match my current address. 8463 w Jefferson St Peoria Arizona 85345.

You have my wire information that you received recently.

Hopefully this will speed up the process.

Dear Ruby Slot Casino, have you found the new documents with the matching addresses from the player in the system?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I can see that there is an email sent with an attachment, then a response from the documents department, then a response from you pibbs888. The emails are listed however I am unable to directly open them, it seems they reviewed the bank statement and requested something further pibbs888? There are no notes regarding it within your player account.

If you could kindly get us up to speed in terms of your dialogue with the documents department this would be great, I can contact them directly of course but it appears you are working with them to resolve the issue which is optimal if this is the case.

Best wishes,

Nick and Ruby Slots

Hi again

Thank you Natalia for hanging in there to get this solved.

I have emailed documents once again. I cited casino guru, and Nick.

Same result, an automated reply. Also a new case number. That's how automated it is.

To be clear, it seems disingenuous to say "they responded to you". No they didn't. It was

Simply an automated reply. Ruby is simply trying to avoid paying out a $600 win.

What would happen if someone won serious money?

Next month will be a year working on this project.

I truly don't want to impune anyone's reputation, but maybe Nick is not the best go between in this situation.

I feel that he is not trying to solve this, but rather prevent it.

This is a very very long thread. People who read this will see very quickly that NEVER ONCE did he say "we are close, just send me this and we are done"

He never offered a solution, but only reasons why this could NOT HAPPEN.

Time is another issue. I am pretty sure we get the emails at the same time, cause you know computers, but if anyone looks at the response time, it takes 7 days?? Does Nick only work 1 day a week? Maybe, maybe not. After a year this is obviously not on his radar at all as something he would like solved.

It's the same with documents. Nick somehow can "see things" but when it is uncomfortable he has "no access".

Ruby asked for PDF files. These documents do not get lost. They should be sitting in my folder from day one. It's not a physical file that can get misplaced. The number of times that I was asked for the same information kinda shows a lack of information security.

My documents and address all matched from November 2023, till I moved. I publicly said on this thread that I moved. I was asked to submit proof of the new address to have it updated. I provided that proof as requested.

This calls into question the validity of all of the documents already submitted

That was Nick's reply.

No, it questions why Ruby did not update the address, as requested.

Nick is not the right person for this job. He knows that I moved. I updated my account address requested. Yet his response was

I submitted all the paperwork with the address I moved to. Read the thread. It was known that I moved, and provided the supporting information

The only person that seems to not make that connection is Nick.

I will swear to whatever God you believe in that Nick never once thought OMG we didn't change the address.

He could, or couldn't see the information, depending on the day, and how it affected him.

Let's just solve this. I said I would take an Amazon gift card. There is No reason this could NOT have been solved.

(Side note this could change your gaming industry. Boom no more 3rd party playoffs just send the gift card with no fees)

I am old. I have played at many online casinos. Cool Cat, also slow paid me, many years ago, but never with this much effort.

If you could please answer the question, is this an inclave document center, or exclusive to you??

I have played at Chinese online casinos, and they pay the NEXT DAY. They refund the money straight back to your payment card.

All of this is just an unnecessary distraction.

Back to the point. I can almost GUARANTEE YOU that the next response is " we don't have your wire transfer information". Set in stone.

You have it and all of the information to end this. Scroll up, and catch up you have accepted all of my information. If that has somehow been"lost" I can refer you to Natalia who has been copied on our communication, as well as the blind CC that shows delivery and reciept.

Let's just end this. If there's anything You need to make this happen, please don't use words like "they, them".

We all seem to be stuck in the middle. If Nick is not the person to get this solved, we might have to move on to someone who can.

Nick, if you look through all the posts, apparently has no power. Can't use though or logic to get through this. Also has no desire to get this solved.

Is there anything we can do to get him replaced with someone who would like to solve a "teeny tiny little $600 payment".

Dear Ruby Slots Casino, I think you need to speed up the relevant department somehow. Since the player cc'ed me when sending the documents to the documents department, I can see the last time they were sent on 23.9.2024: there are photos of the passport, a new driver's license with the updated address on it, a utility bill, a bank statement. It's been 3 weeks, however, the player wasn't informed if anything was missing or if the documentation didn't meet the requirements, no updates were given either here or via documents@rubyslotsmail.com.

This situation has been unfolding for a ridiculously long time, and we strongly believe that verification cannot last for months, this is unacceptable to prolong it more by not communicating about all the updates/requirements in a reasonable timeframe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

You are almost correct pibbs888, by the time you contacted the service department and changed your residential address in the system the bank statements were no longer valid (outdated) and the documents department instructed me to request new bank statements. I as well think this has gone on long enough. It's not something I do often but I reached out to the head of the department and requested an exception on Bitcoin. It was granted but applies to this withdrawal only.

Please email your Bitcoin address to documents@rubyslotsmail.com pibbs888, if nothing else we have removed the 3-10 business day wait on bank wire transfer and without any further unforseen issues we can close this complaint as resolved in the not too distant future.

Best wishes,

Nick and Ruby Slots

Dear pibbs888, please, let me know if you have already provided the casino with your Bitcoin address. I hope the crypto payout will speed up the whole process.

Thanks you for offering the Bitcoin withdrawal, but my wallet has been decommissioned.

I did respond to the documents email letting them know this as well.

I did send another copy of my wire transfer information just in case.

Also thank you for removing the 3 day waiting period. I referenced that as well in the email I sent.

Thank you both for your help. I hope this matter is resolved.

Please let me know when the transaction has taken place.

Every one please have a great day.

Dear pibbs888, have you received any updates after sending your most recent email to the casino?

No