Ruby Slots Casino - Player's withdrawal is delayed due to verification issues.

I submitted a withdrawl request on 11.27.2024 for $1500.00, the casino wants me to send proof that I am a US citizen; I did submit my passport under the name D. G., Bank statement , and a bill to verify my address. The request has been denied because they did not get the paperwork. D. G. is my legal name but have been going under J. G. for over 60 years. If they look at my driver's license and passport they will see that it is one and the same.

Please help!

Dear jgonzalez54,

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.

Did you deposit using a payment method registered in your name?

Could you please provide the name you provided during registration?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes I used the debit card

J. D. G.

I text the Ruby slots casino and asked what other documents were required prior to the withdrawal, I have since submitted the required documents to the casino. I have not received any acknowledgement of documents received 6