Ruby Slots Casino - Player’s withdrawal is delayed.

Bitcoin withdrawal submitted on November 1st. Finally approved on November 18th. It's now December 8th and nothing. Their phone number seems to be disconnected. Every time I've chatted with customer service they just say they have a lot of withdrawal requests and appreciate my patience. That's a load of BS!

I did email a few times with a "George Bruce" at this email address concierge@casinosupportcenter.com. He was answering but has suddenly stopped responding.

Dear henderjr,

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 before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

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

Have you made any successful withdrawals before?

No I haven't made any withdrawals before. The withdrawal was pending from November 1st to 18th. Back a couple months ago I had someone reach out saying he was a concierge/host so I reached out to him after a couple weeks of my withdrawal pending and got this response.

On Friday, November 18, 2022 at 09:12:08 AM CST, VIP - Concierge <concierge@casinosupportcenter.com> wrote:

Greetings Jesse

This is George Bruce from the VIP Concierge Team at Ruby Slots. I hope you are doing well today. 

Please your Bitcoin withdrawal request has been approved and will be processed for payment. 

Thank you and have a nice day!

Best Regards,

George Bruce 

Could you please confirm that you have passed the KYC verification?

Yes I'm verified.

Have you accumulated your winnings with or without an active bonus?

It was a free $15 no play through for making a deposit or something like that. Wasn't any playthrough. If I didn't meet those requirements I would've never got the withdrawal approved. Essentially from what I understand and from the email I pasted above everything is set just waiting for payment.

Thanks for any assistance.

Jesse

Thank you very much, henderjr, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 henderjr,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ruby Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Greetings all,

I've reviewed the situation and I'll see what I can do assist, could you kindly confirm your Bitcoin address for me henderjr? I'm certain Tomas will be nice enough to lock the comment from prying eyes.

Best wishes.

Nick and Ruby Slots

Sure I will lock the comment.

Dear henderjr, could you please confirm your Bitcoin address in order to get the payment to you?

Thank you.

Kind regards,

Tomas

Hello,

I believe my withdrawal was processed this morning though didn't get any sort of notification from RubySlots just a random $100 deposited. Today makes it 42 days after request. My request was $116.49 but I received $100.60. I think this withdrawal may have stemmed from a free $15 bonus so I'm assuming that was taken out? May I ask what the delay was and can I expect delays like this if I were to ever play at RubySlots again?

Thanks

Jesse

Greetings all,

Looks like it was sent almost moments after my comment here actually, good news. 🙂 The $15 would be the transaction service fee henderjr.

Best wishes,

Nick and Ruby Slots

Dear henderjr,

I'm glad to hear that your issue has been resolved successfully. 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,

Tomas