Ruby Slots Casino - Player’s withdrawal is delayed.

Hi I played on ruby slots on the 2nd of February. I won a jackpot of $23,000.00. I am allowed to withdraw $2500 a week. I have done 3 withdrawls so far nothing. I did the first set of verification steps that they asked as far as taking a selfie in a wel lit area. Sending a picture of my ID and the card that I used to deposit money into my account. Everything was verified and accepted. Their policies say that the withdraw takes 5 days after 5 days I contacted them to find out the status of my withdrawal.then they said it takes 7 to 10 business days. I have chatted them numerous times and emailed numerous times every single time it's always something. First it was my bank information which I had already sent 3 times so I sent it again. Then it was they needed last month's bank statement so I sent them that. Again I waited a couple days and asked what was up with my withdrawal. Then they said that my account could not be in the negative, To which I still don't understand why my account having no no money in it has anything to do with my withdrawal. But I went ahead and took a screenshot of my online bank account to show that I do have money in my bank account that when last month bank statement was produced that there was just a negative amount in there. Then they sent me back another message and said that they don't accept screenshots and that it had to be a PDF bank statement. So I went to my online banking I downloaded what was available up to date and I sent them the PDF. I titled the file interim bank statement because that's what it is it is the bank statement as of the day of request. So since my bank statement does not get produced until the end of the month It is not projected through the end of the month but it shows exactly what they wanted which was that my account was in good standing and that I had money in it again I do not understand what this has anything to do with me getting my winnings that I won Fair and square. Now I got an email this morning saying that they don't accept interim statements either. I have done everything they have asked me to do and they keep coming up with excuses as to why they're not going to pay me I am so frustrated and could really use your help. Please get back to me at your earliest convenience. Thank you!

Hello janealong1jl,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ruby Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Dear janealong1jl,

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.

I have been asked to provide statements and even a utility bill I finally received an email from them on Monday February 26th saying they were expediting my first payment that it was approved and they have 2 days left so I really hope that I get my money by Tuesday I have a strong feeling though that they're gonna come up with another excuse

Dear janealong1jl,

As stated above withdrawals may take up to 14 days so please let us know once it would take longer or the money would arrive.

Dear janealong1jl,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.