Ruby Slots Casino - Player’s withdrawal is delayed.

I had hoped, we got past the withdrawal problems at Ruby Slots Casino in my first issue with them. Evidently, not.

I have deposited lots of money into your worthless Ruby Slots Casino over the last month. I have a single $400 withdrawal due me from weeks ago. Now, you people are giving me "crap" that I mixed funds and am due nothing. Furthermore, you people give me attitude that I did it purposely. Per your "Agents", I mixed funds to cheat you.  Hey, the only person getting cheated is me! Doesn't Ruby Slots Casino have any safeguards to ensure Players don't accidently lose their winnings? My favorite (reputable) Casino has numerous safeguards to ensure Players don't lose their winnings. In 2020, I took out nearly $20,000, in various amounts, from that Casino. Never, ever, not even once, did I have an issue with my net cash out amount. You people were a "Pain-in-the-Butt" on my first withdrawal. I had to get Casino Guru involved. Now, you're going to pull this "mixed funding" excuse, which should have never been an issue, had you implemented the bare minimum of checks and balances for the Players. It is your fault!!!

Please wire me my $400 ASAP!!! I will never return to your worthless casino. I have a real hard time believing Casino Guru rated you with a "Good Reputation". Ruby Slots Casino sucks!!!

Dear Pmoore8671,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game and cashier histories along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Request ID

#3403678

Date

3/1/2021 6:52:26 AM

Method

Wire Transfer

Amount

$-400.00

Cancel Withdrawal

REQUEST NEW WITHDRAWAL

Above, shows the date of the withdrawal. Since then, no correspondence from them.

Paul Moore

Sun 3/14/2021 2:04 PM

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To: cashier@rubyslots.com; Ruby Slots Support

​​Dear Cashier and Help Personnel:

Every online casino, which has tried to cheat me out of my withdrawal, starts out claiming, "mixed funds". How is that even possible? Does Ruby Slots Casino allow players, while using one bonus, to enter another bonus? If your casino allows that, you're a screwed-up mess.

Below, is my $400 withdrawal on 3/1/2021. Two weeks, where is my $400???

Sincerely, Paul Moore

#3403678

Date

3/1/2021 6:52:26 AM

Method

Wire Transfer

Amount

$-400.00

Cancel Withdrawal

Paul Moore

Fri 3/12/2021 6:58 PM





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To: You; cashier@rubyslots.com

​I have deposited lots of money into your worthless Ruby Slots Casino over the last month. I have a single $400 withdrawal due me from weeks ago. Now, you people are giving me "crap" that I mixed funds and am due nothing. Furthermore, you people give me attitude that I did it purposely. Per your "Agents", I mixed funds to cheat you.  Hey, the only person getting cheated is me! Doesn't Ruby Slots Casino have any safeguards to ensure Players don't accidently lose their winnings? My favorite (reputable) Casino has numerous safeguards to ensure Players don't lose their winnings. In 2020, I took out nearly $20,000, in various amounts, from that Casino. Never, ever, not even once, did I have an issue with my net cash out amount. You people were a "Pain-in-the-Butt" on my first withdrawal. I had to get Casino Guru involved. Now, you're going to pull this "mixed funding" excuse, which should have never been an issue, had you implemented the bare minimum of checks and balances for the Players. It is your fault!!!

Please wire me my $400 ASAP!!! I will never return to your worthless casino. I have a real hard time believing Casino Guru rated you with a "Good Reputation". Ruby Slots Casino sucks!!!

Paul Moore

Mon 3/8/2021 5:02 PM

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

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To: Ruby Slots Support

WHEN ARE YOU GOING TO PAY ME MY $400???

PAUL

Petronela, will I need to do your work again?

Petronela,

"Ruby Slots Casino - Player’s withdrawal has been rejected."

"The player from United States had his winnings denied due to mixed funds rule."

WHERE DID YOU GET THIS INFORMATION???

NO ONE FROM RUBY SLOTS HAS TOLD ME MY $400 WITHDRAWAL WAS REJECTED - OR - DENIED???

MY WITHDRAWAL IS CURRENTLY PENDING. (SEE BELOW) - WHO TOLD YOU IT WAS REJECTED AND DENIED???

Pending Withdrawals

You have 1 withdraws in process.

Request ID

#3403678

Date

3/1/2021 6:52:26 AM

Method

Wire Transfer

Amount

$-400.00

Cancel Withdrawal

REQUEST NEW WITHDRAWAL

Please, do NOT make claims which are NOT supported with documentation!

Paul

Hello Paul,

I’m sure you understand that I don’t work for Ruby Slots Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

I'm truly sorry if I understood the whole issue wrongly but you wrote in your very first response "Now, you people are giving me "crap" that I mixed funds and am due nothing." Based on this sentence I assumed that your withdrawal has been cancelled. I'm not making any claims and you don't need to get upset if the other person doesn't understand your issue. I wasn't there and I don't know what happened.

I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Peter! 🙂!

"Now, you people are giving me "crap" that I mixed funds and am due nothing." Those statements were made to me via the 24/7 Chat, by one of their Agents. However, I did NOT say my Pending $400.00 Withdrawal was Denied or Rejected. My $400.00 Withdrawal has not been Denied as of today.

On a side note, Ruby Slots Casino has wonderful bonuses and lots of fun games. However, taking 1-2 months to receive cashed out funds is NOT reasonable to me.

Have a wonderful week! 🙂!

Paul

P,S, Petronela ... you know what they say about assuming ... assuming makes an ass out of you and me.

Hi Paul,

I'm taking over your complaint. I will contact the casino and see what can be done. I would like to invite Ruby Slots Casino to the conversation to participate in the resolution of this complaint.

Hi Peter! 🙂!

Yes, please get the casino involved. I really like Ruby Slots Casino. They have wonderful bonuses and lots of fun games. However, waiting 1-2 months before my cash out is honored, seems unreasonable to me. Then, if Ruby Slots Casino's staff turns the 1-2 months into a total "knock-down-drag-out", I'll have to gamble elsewhere.

All of the 24/7 chat people I've talked to have been nice and positive. Except, the last one. He was a total jerk! He started throwing out reasons why my $400.00 withdrawal would not be honored. Ironically, every casino that's tried to cheat me on my my cash out, started with the "mixed funds" allegations.

I appreciate you Peter, and all of the Casino Guru employees!

Have a wonderful Wednesday! 🙂!

Paul

Hi Peter! 🙂!

I wasn't sure where I should enter this, so I'm putting it here. Peter, feel free to move this message, etc.

Diamond Reels Casino ... an "outstanding" online casino!

I have gambled at Diamond Reels Casino for nearly two (2) years. They've consistently been wonderful! I've never, ever, not even once, had an issue with the amount I received on a cash out. In 2020, I cashed out over $20,000.00 in winnings from Diamond Reels Casino. Three (3) over $5,000.00, six (plus) between $1,000.00 to $4,999.99, and about five (5) less than $1,000.00. Not a single issue on any withdrawal. My first cash out took 4-6 weeks, due mostly to documentation requirements. Every withdrawal after my initial cash out, has taken 5-10 business days. Yes, 5-10 business days from the time I enter my cash out until it's in my checking account. Concerning their 24/7 Chat Help ... over 90% of the time an Agent was available in less than 30 seconds. In the last two (2) months, Diamond Reels Casino has been coming up with some nice bonuses, 300%, etc. Of my three (3) withdrawals over $5,000.00, I did not use any bonus on two (2) of them. No play-through or cash out rules. Last week, I cashed in $5.90 in loyalty points and made $210+. I was limited to $100.00 on my withdrawal. It was sure fun and a good pay out on a $5.90 investment!

I'm not sure how you determine a casino's reputation. Currently, Diamond Reels Casino has a "Questionable Reputation". In my opinion, Diamond Reels Casino should have a "Very Good Reputation".

I appreciate you Peter. I appreciate all of you at Casino Guru. I hope you will consider my opinion of Diamond Reels Casino at some point.

Have a wonderful Wednesday! 🙂!

Paul

Hi Peter! 🙂!

Please fix the two (2) statements below (from my complaint header).

My withdrawal of $400 has not yet been "rejected" or "denied". One of their Agents said it will be "rejected/denied". I have no idea when, if at all, it will "rejected/denied".

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

The player from United States had his winnings denied due to mixed funds rule.

Have a wonderful Wednesday! 🙂!

Paul

Hi Paul,

Thank you for your replies. Please write here only posts that are related to your complaint. If you want to let people know about a good casino I would recommend sharing your experience in our Forum (https://casino.guru/forum), where it will be accessible and visible for more players. Thank you.

Hey all,

Reviewing the situation here, you did indeed deposit on top of your weekly cashback Paul, and we now have funds with two very different cashout values in play together making your cash deposit have a $100 maximum cashout the same as the weekly insurance that was already in there. To complicate things further there is still significant playthrough to make in order to qualify for that $100.

My suggestion in this situation would be to remove the balance and redeposit the cash with your requested deposit bonus giving you another chance to play and win with no withdrawal restrictions.

Best,

Nick and Ruby Slots

Dear Ruby Slots Representative (Nick),

Boy, you jerks are total butt-heads. I followed Ruby Slots Casino's requirements to the letter. According to your casino's player balance information, I fulfilled your play-through rules. According to your casino's player withdrawal rules, I am entitled to a cash out $400. I am NOT responsible for problems you have with your casino software. Exactly, how in the "hell" would I be able to withdraw $400, if my play-through requirements were not met? How would I be able to enter a second bonus code, if my first bonus code was still pending? My first bonus code was NOT pending. My account balance was less than $1.00 when I used the second bonus code.

Per Nick, "My suggestion in this situation would be to remove the balance and redeposit the cash with your requested deposit bonus giving you another chance to play and win with no withdrawal restrictions." Are you saying that I should lose my $400 and put more money into your worthless casino with the high probability you'll pull the same "crap" a second time? How in the "hell" are player's supposed to know they've inadvertently lost their money because of some "bullshit" problem(s) with YOUR CASINO'S SOFTWARE??? THAT'S YOUR FAULT, NOT THE GAMBLER'S!!! I had absolutely "no idea" that I (supposedly) performed a multitude of mistakes while casually playing at Ruby Slots Casino. If your casino's software is allowing second bonuses while the first bonus is active, providing false information that play-throughs have been met, and allowing withdrawal amounts that are completely erroneous ... IT'S YOUR FAULT, NOT THE PLAYER'S!!!

My play, my use of bonuses, and my $400 cash out, were "legal" and "ethical". Nick, your response exemplifies Jesus' words, "the love of money is the root of all sorts of evil".

Paul

Peter,

MAKE NICK PROVE HIS ALLEGATIONS!!!

Have Nick give us (Peter and Paul) a printout of all account transactions for the few days in question. The report needs to show: ALL Deposits, ALL Withdrawals, the Date and Time of each transaction, who initiated the transaction, and a Running Account Balance. None of this I-said-he-said. The Account Activity Report for the dates in question will tell us exactly what happened.

Paul

Hi Paul,

I discussed the issue with Nick by Skype and I'm waiting for a reply so that we can move on. I will write a post as soon as he explains some details to me.

Hi Peter! 🙂!

Thanks for keeping me up-to-date.

Have a wonderful week! 🙂!

Paul

Hi Peter! 🙂!

I don't mean to sound impatient, but this case has gone from days, to weeks, to months. It seems, I'm the only party interested in getting this resolved. I get the impression, someone is hoping I'll eventually forget about this case. Is there anything I can do to push this case along?

Have a wonderful weekend! 🙂!

Paul

Hi Paul,

You are right it's been taking a bit too long. I just gave Nick a nudge about this.

Hi Peter! 🙂!

Thank you very much for keeping me in the know. I need to be patient. Please forgive me, if I seem pushy.

Regardless of the outcome on this case, I hold you, and your coworkers, in "high regard". You're providing invaluable services for U.S. Players. I've started playing at (only) casinos with a "Very Good Reputation". I've not had a single problem with any of the "Very Good Reputation" Casino's.

Have a wonderful week! 🙂!

Paul

Hi Paul,

I had a call with Nick yesterday and we discussed the issue here. Now I understand what happened. The thing is, after you received your weekly cashback (insurance deposit) with a 30x wagering requirement, you made a deposit and took an another bonus (Morningspins 300% bonus) before the wagering requirement for the cashback was finished and played with mixed funds. That is why your withdrawal wasn't approved. The casino suggested that they would give you your deposit including the 300% bonus back and restart the wagering. Given the circumstances and the fact that the wagering requirement for the cashback bonus was never finished, I find this solution to be a good compromise.

Hi Peter! 🙂!

I've asked repeatedly for an Account Balance Report, which would show ALL activity to my account with a running balance. Neither you, nor Ruby Slots Casino, have provided me with that report. The report, like one you get from your bank, will clearly show what transpired, when it took place, and who initiated the action.

As I have noted on several occasions, oral testimony is of "no value" to me. Especially, when there is documentation available which would settle the matter.

I say, "What Nick is claiming is complete 'Bullshit'!!!" I have NEVER been accused of "mixing funds" from any other casino. Except, ironically, the two (2) Nick is representing. I have always played ALL bonuses down to nothing (less than $1.00 or less than $.50), before initiating another bonus.

I am "totally disgusted" that you're willing to take "Nick's Crap" as the Word of God??? Especially, when there is documentation available which would settle the matter.

ONLY after the report I've requested is provided, and reviewed, by me, will I consider any offer from Ruby Slots Casino. THE ISSUE IS NOT RESOLVED!!!

Have a wonderful week! 🙂!

Paul

Hi Paul,

I'm not sure what documentation exactly you need. However, it should be clear if you take a look at your game history. If your cashback was $41,19, you had to wager it 30x, that means you would have to wager $1235,70. Have you reached this amount before you made a new deposit and activated the 300% Morningspins bonus?

Peter,

I HAVE REPEATEDLY ASKED FOR AN ACCOUNT BALANCE REPORT. I HAVE TOLD YOU, AND RUBY SLOTS CASINO, EXACTLY WHAT THE REPORT NEEDS TO SHOW AND WHY. AS STATED, THE REPORT SHOULD LOOK EXACTLY LIKE A BANK STATEMENT. HAVE YOU NEVER RECEIVED A BANK STATEMENT PETER???

Peter, you need to get with the program!!! You've been extremely gullible with Nick. You speak on the phone with Nick for two (2) minutes and you're completely enlightened as to what occurred. "Bullshit!!!"

Peter, I'm not sure? Maybe you are stupid? It's possible, that my request for a (simple) Account Balance Report is beyond your comprehension. Obviously, you have no problem making gigantic assumptions. You should know that "assuming" makes an "ass" out of you and an "ass" out of me, and I don't like it. Peter, you write, "If your cashback was $41,19, you had to wager it 30x, that means you would have to wager $1235,70. Have you reached this amount before you made a new deposit and activated the 300% Morningspins bonus?" Peter, do you understand what you write? You are "assuming" that I had enough money to fulfill the 30x play-thru requirement. HELLO, I RAN OUT OF MONEY!!! (DAH) I PLAYED THE $41.19 AS LONG AS I COULD. YES, I DID NOT FULLFILL THE PLAY-THRU REQUIREMENT OF 30x. I WAS BROKE!!!

Now maybe, you and Nick have discovered a new way to meet the play-thru requirement with NO money? Please, let me in on the secret!!! (And yes, I can be as condescending as you, Peter.) Only when I had less than $1.00 or $.50 in my account did I select another bonus. You state, "However, it should be clear if you take a look at your game history." Exactly, where on my "game history" does it "clearly" show my account balance??? Please, tell me Peter. THE "GAME HISTORY" DOES NOT SHOW A RUNNING BALANCE. You accepted Nick's "Bullshit" story with absolutely NO PROOF. You're so damn gullible Peter. Nick is a "liar" and a "cheat". Nick knows he can tell you anything and you'll believe it. If Nick would provide my Account Balance Report, as requested, a multitude of times, ALL OF US WOULD KNOW EXACTLY WHAT TRANSPIRED. Only when Nick provides my requested (unaltered) report will I accept the issue as resolved.

Peter, I have always wondered why Casino Guru's employees favor the casino. Peter, you have NEVER considered the very logical, and truthful, information I've provided. For example, "Why would I need to put more money into my account when I already have money in my account?" It is NOT logical to do so. I know "legitimate" casino's will NOT allow another bonus code until your balance falls below $1.00 or $.50.

Come on Peter ... just get me my Account Balance Report so we can find out what really happened.

Paul

​Hi Peter!  😎!

You need to be careful with Nick. Casinos hire him to reduce the impact of potential withdrawals. I've wondered if Nick gets a percentage based on how much money he saves the casino. They do NOT hire Nick for customer relations. Nick has NEVER contacted me directly. He is always working with you and Martin, especially you Peter.  Nick knows, if he can convince you, Peter, to force me to accept my deposit (only) as the total "cash received" in the $400 compliant, Nick can, and will, follow the same procedure on my $4,503 compliant. Nick will have saved his casinos a substantial amount of money.

Nick has already stated, "the Player has mixed funds on both cases." I have NEVER been accused of "mixing funds" on any of my nearly countless cash outs from numerous casinos. Then, Nick shows up. Suddenly, I'm guilty of "mixing funds". He's saying, "Paul is a lying cheat". No? Exactly, what's the motive for me to do what he claims I did, i.e., "mixing funds"? Doesn't it bother you that Nick can make his claims without any supporting documentation? My history of when I took my bonuses does NOT provide enough information to determine whether I "mixed funds" - or - "I was broke!". Me running out of funds is a more plausible explanation. Running out of funds does NOT impugn the Player's character without evidence.

Have a good day!  😏!

Paul

Dear Paul,

You should realize one thing: our job is to help players with their problems that occurred when playing in a casino. It's not our job to listen to your insults. You can vent your frustrations elsewhere. I asked Nick to provide you with the documentation you need. Based on the call with Nick and the evidence provided, I am rejecting your complaint.

Best regards,

Peter