The player from the United States had reported a delay in her withdrawal of $479 winnings from an online casino. Despite having her withdrawal approved since March 14, 2024, and daily email communication, she had not received her winnings. Upon our request for more information, she had responded affirmatively but did not clarify which questions she was answering. We had extended the response time by 7 days, but the player did not provide further details. Consequently, we were unable to investigate the issue further and had to reject the complaint. Later, the player had informed us that her withdrawal issue had been resolved, and thus, we had marked the complaint as 'resolved'.
Ruby Slots Casino - Player's withdrawal is delayed.
Amount: $491
Ruby Slots Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
I have requested from this casino per email nearly every day, my withdrawal winnings of $479 to my Bitcoin Coinbase wallet account still has not been processed. I have not received my winnings nor have I received any response from this casino since they said I was approved for a withdrawal on 03/14/2024 as of today I still have not received any winnings.
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7 months ago
Dear Cij196207,
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,
Veronika
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7 months ago
Thank you for your response. Could you please specify which questions you answered with "yes"? This will help us provide better assistance.
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7 months ago
Dear Cij196207,
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.
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7 months ago
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.
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7 months ago
We’ve reopened this complaint at the request of Cij196207. The player sent us the following email:
finally paid my withdrawal
Dear Cij196207,
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,
Veronika
Casino.Guru
