Ruby Slots Casino - Player's withdrawal is facing constant delays.

I have contacted them several times at first they kept saying that be patient. After 1 weeks they say my address wasn’t verified even though my account says I’m verified and they never once requested any documentation. I sent a bill anyway then they told me the issue was resolved verified my bitcoin address and said I should receive in my bitcoin wallet in 24hours. That never happened. When I contact them they tell me it’s being escalated someone will contact me in 24-48 hours which never happens. Each time I contact them it’s another excuse. Not to mention the give me bonuses and chips I cannot use because this withdrawal is pending. I’m suppose to be a VIP it feels like a scam

Dear mzalicia,

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.

• When was the last time you were in contact with casino support and what were you told regarding your withdrawal?
• Which payment method have you opted for the withdrawal of your winnings?

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,

Tomas

The last time I spoke with them was 12/26/23 supposedly issue was being escalated for the 4th time I was to be contacted in 24-48 hours I don’t expect to be contacted because this is the 4th time and I was never contacted prior even after being told I would. My selected method of payment is bitcoin. I have the chat transcript saying I should receive in 24 hours as well

Thank you very much, mzalicia, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear mzalicia,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Ruby Slots Casino representative to join this conversation.

Dear Ruby Slots Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Greetings all,

I have reviewed the situation and I can see that the most recent withdrawal ($1900 through our automated payout method - Coindraw) was paid out shortly after request while the smaller payment made the day before (through standard Bitcoin which is a manual process and subject to different payout timeframes) has yet to be reviewed, approved, or paid out. I will see what I can do to get this moving for you mzalicia however as you can see Coindraw is the superior withdrawal method of the two. I would highly recommend using Coindraw whenever possible.

Best wishes,

Nick and Ruby Slots

First off bitcoin was the only option available for this withdrawal. Please don’t insult my intelligence I have the transaction showing approval of the withdrawal on 12/27/23. Bitcoin does not take this long to process. It’s disheartening you take our money rapidly but when we actually win you make excuses to delay paying out.

Update: After exceeding the timeframe for payment my bitcoin was received on 1/12/24 at 4:30am

Dear mzalicia,

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,

Mirka

Casino.Guru