The player from the United States faced difficulties withdrawing money as the casino indicated that while one verification photo was accepted, another was deemed unverified. He sought assistance in resolving this issue. The player's identity was verified, and he was awaiting a withdrawal of $190, which remained pending. However, the complaint was rejected due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation.
Ruby Slots Casino - Player's withdrawal is delayed due to verification issues.
Amount: $175
Ruby Slots Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
They say I have verified my identity in picture 1 but picture 2 they say I’m still not verified when I try to withdraw. Please help
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2 months ago
Dear tylerwfish,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Have you clicked on the "Continue" button in the email confirming your verification?
Have you contacted the casino's live chat as suggested in the email if you encounter a problem with your verification?
Could you please specify which documents you sent to the casino and if all of them have been verified?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
My identity was finally verified after sending to documents. I am now still waiting to get paid. Help me get a hold of somebody? The withdrawal amount is 190$.
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2 months ago
I am glad that your account was successfully verified. Now, before we get in touch with the casino representative, I need to ask you a few more questions.
Has your withdrawal request been processed or is it still shown as pending?
Have you collected your winnings with or without an active bonus? If you used a bonus, please provide a link or screenshot. Thank you for your cooperation.
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2 months ago
No bonus, I had a real account balance. I used one before hand but lost every single cent of it. It says it is pending and needs to be accepted first. Which they made me verify first by sending them 10$ first
