Ruby Slots Casino - Player's withdrawal is refused.

Wouldn’t give me my 100$ outta the 1900$ I won because me and my husband have an account

the transactions are nowhere to be found now and they still send me promo things

Dear singleagain666,

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. While I see that in one message the casino mentioned multiple accounts, I also see that the casino claims you played with multiple free bonuses consecutively. Is this true?

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,

Kristina

Correct I did play with bonus money. I didn’t know that you can only have one account per household but I want a lot of money and understood that I could only get $100 out of it which sucks but that was the rules but they still owe me $100, my husband has had an account with online casinos for a long time and I just wanted to play for fun if I’d liked it maybe deposit after but since there’s always a problem with the withdrawal I’m probably not going to play anymore. I want them to give me $100 and , then they can close my account

Plus I talked to like six different people and they all had a different reason not to pay me customer service they said oh it’s because you had multiple free play and I said no I didn’t and they said oh you’re right it’s actually because there’s multiple accounts, so like they are just Trying everything in their power not to pay me I understand it’s only $100 but it’s the point

Thank you for your reply, singleagain666. So did you play with multiple no-deposit bonuses (free chips, free spins) or not? Could you please post a screenshot of your bonus history here in this thread?

No I didn’t

Could you please post a screenshot of your bonus history here in this thread?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I don’t see any transactions that have posted

I apologize, but I don't understand your last message. Could you please clarify?

Like it was a bonus so under the transactions tab, there is nothing there showing depositor withdrawals

Thank you very much, singleagain666, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Thanks

Dear singleagain666,

From now on, I will assist you with the case. I am sorry for the delay (days off).

Before I invite the casino representative to the thread, I have a few very important questions:

• You answered "yes" to a question asking about your account and access to it - do I understand correctly that your account is still active and you can access it, only the winnings were confiscated?
• Have you ever made any deposits to the casino with the disputed account?
• Was it the first no-deposit bonus which you played with at the casino? If yes - have you already made a confirmation deposit and fully verified the used payment method? If not, and you used more than 1 no-deposit bonus - did you make a deposit before playing with the last no-deposit bonus?
• Is it possible that you and your husband, at some point, accessed your accounts on the same device (at any time, it did not have to be at the same time) and/or using the same internet connection/IP address?
• Did your husband also claim no-deposit bonuses on his account?

Dear singleagain666,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru