Ruby Slots Casino - Player’s withdrawal is delayed.

Hi,

I went through all the wagering requirements on my bonus. I have been verified. No rules were broken. I submitted a withdrawal to my Bitcoin address. I have not received it. They sent an automatic reply email on Dec. 21st saying "Congrats on your win. Your withdrawal request was received." It’s been over a month now since I submitted the withdrawal. I have emailed them twice. The phone is disconnected. Nobody will get back to me.

Dear roddyjmaginot,

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 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

Hi,

I have not withdrawn before. I passed the verification stage for sure. They even messaged me and said they received it. But that was a month ago.

Coincidentally, after I made this complaint they sent me this the next day: photo attached.

Thanks for the update, roddyjmaginot.

Now that the casino replied to you regarding the issue, I am positive it's only a matter of time before you receive your winnings. I will set the timer for additional 7 days. Please keep us informed about the situation and if you require further assistance.

Ok thank you! I will let you know if if so don’t hear back from them!

Ok so last Friday they said 72 business hours someone should be getting back with. It will be a week tomorrow and nothing. I emailed them yesterday and nothing. This is getting ridiculous.

Thank you very much, roddyjmaginot, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear roddyjmaginot,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Ruby Slots Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons why the player hasn't received his withdrawal yet?

Greetings all,

I've reviewed the situation and we have a couple issues here, the first being that according to the terms and conditions of the casino only one account per player or household is allowed. In this case we have two active accounts. Also only one free chip is allowed between cash deposits, the win in question is on the 2nd consecutive free chip in this account (in addition to the welcome chip played in the original account) with no cash deposits (in either account).

Sorry to be the bearer of bad tidings roddyjmaginot but I'm afraid there is nothing I can do to assist in this circumstance. The funds are not eligible for withdrawal.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

It would of been nice to see these rules attached to the coupon, instead of hidden. The coupon could of included the words "Keep in mind that a deposit is needed before any other coupon is valid" so we don’t waste any of our time. Not sure why it’s even offered if that was the case but good to know. I am completely unaware of another account. Whatever extra account there is, can you delete this please? I don’t want to run into any other issues. Thanks for your response. It could have been a little quicker versus 6 weeks later but thanks anyways!

Roddyjmaginot, in the Terms and Conditions for No Deposit Bonuses (Free Chips, Free Spins) there is the rule:

17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

The casino representative sent us evidence indicating you have multiple accounts and you redeemed two free chips in a row without depositing.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.