Ruby Slots Casino - Player’s withdrawal is delayed.

In the realm of online gaming, where the thrill of potential winnings is often accompanied by excitement and anticipation, there is one aspect that can quickly sour the experience: the uncertainty surrounding withdrawal processes. For many players, the journey from winning to actually receiving their funds can feel like navigating a confusing maze, filled with frustration and doubt. This is especially true when casinos provide conflicting information about withdrawal timelines, leaving customers feeling confused and dissatisfied.

Dear Guru, I need your help in encouraging Ruby Slots to reconsider their approach to advertising withdrawal time frames. As a loyal patron for nearly two years, I have been fully verified throughout this period. I initiated a withdrawal on July 31, 2024, and after reaching out for an update, I learned that today marks the eighth business day since my request. The response I received outlined several key points regarding their withdrawal process:

1. All withdrawal requests must first be reviewed and approved by the casino before being sent for payment. 2. All requests will be reviewed within 7 to 10 business days from the date of submission. 3. A maximum of $2,500 will be approved per pay period, with ineligible requests denied within that timeframe. 4. Payment will be made in 7 to 10 business days after approval, with a maximum of $2,500 sent per week; remaining balances will follow in subsequent weeks. 5. As this is an international transaction, additional currency conversion and processing fees may apply from banks involved.

There is a clear distinction between Days and Business Days. Although the policies are well-defined, it is crucial to understand that it may take up to 20 business days for funds to be received. The ambiguity arises from the fact that Ruby Slots' website prominently advertises a bright red banner stating that bitcoin withdrawals take just 7-10 days. This stark contrast between the bold claim and the potential delays raises questions about transparency.

As patrons who contribute our hard-earned money to these platforms—often with winnings that are few and far between—we deserve clear and concise terms without any ambiguity. It’s essential for casinos like Ruby Slots to provide accurate information that aligns with their advertising practices. Thank you for your attention to this matter as we seek clarity in our gaming experiences.

Dear pharmalpn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification, the investigation of the player's game history, or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. However, given that we’ve received multiple complaints about delayed payments from this casino, please allow me to ask you a few questions to better understand your situation.

• Have you successfully withdrawn funds from this casino before? If so, were there any delays in those payments?
• Did you accumulate your winnings while using an active bonus or without one? If you used a bonus, please provide a screenshot or a link showing the bonus details.

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

Best regards

Veronika

Hi Veronika. On 07/29, I activated a deposit bonus and deposited $102.00 in bitcoin. This bonus included a 5X cashback that would be issued the next day. The cashback was withdrawable, but I chose to play with it instead.

Last month, I successfully withdrew $2034. I always used Coindraw, which typically takes 0-7 days as advertised, my withdrawal took 4 days.

According to Ruby Slots, I was not given the option for Coindraw this time because I did not meet the criteria since my last transaction was not a deposit bonus. I disagreed because the cashback was part of a deposit bonus. However, I decided not to pursue this issue further as it was not worth fighting over.

Photo 1 Activated Bonus Photo 2 Issues Cash Back Photo 3 Cashback Balance

Hi Veronika. Would you mind closing my case. I have decided to forfeit the $102 for my own sanity. I have also asked Ruby Slots to close my account.

My request for withdrawal was denied and the funds were returned to my casino account.

I would have more respect for the company if they simply stated, "we are not going to pay", instead of constantly delaying the process. Yesterday, I contacted customer service to ask about the status of my withdrawal.

Initially, I was accused of having multiple accounts, and then I was told that someone had opened an account with the same address as mine. I have had this account since 2022 and made a withdrawal just last month, so this was quite surprising. I suggested that they contact the person with the same address instead of questioning me, as far as I know, I live alone.

They asked for proof of address and requested that I email it to their sister casino, Raging Bull. I informed them that it had already been verified and sent them a screenshot.

They asked me to check back in a few hours, which I did. Now they are telling me that I did not meet the playthrough requirements of $17,000.

I explained that there were no playthrough requirements and sent them a screenshot indicating so, which I will attach here. Even after they reversed my withdrawal request, it shows no playthrough and when I questioned them about it they gave me some confusing explanation about their system not recognizing some transactions.

Thank you for all that the Casino Guru Team does to advocate for players. Your support is greatly appreciated.

Dear pharmalpn,

Thank you for letting me know about the latest developments in your case. I'm sorry to hear about the difficulties you've been experiencing, and I fully understand your decision to close your casino account, as well as this complaint.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

Best regards

Veronika