Ruby Slots Casino - Player's withdrawal repeatedly delayed due to continual verification.

I have filled out all their verification forms multiple times (4 times to date), emailed same forms into documents@rubyslots.com, then had to send in a bank statement to payments, and this has been ongoing for 3 weeks now. I have $5000 in withdrawls. Everytime I get on chat and talk with a customer service rep, I get the run around and have to re-email or send in another form.

Dear garypsaunders2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I have provided Drivers License, front and back-----twice

I have provided the routing number, SWIFT number and the account number to my account.

I have provided Bank Card information front and back---4 times

and a banking statement.

Everytime I chat with a customer service Rep, they either want me to resend something or add something new. This is enough information. It should have been enough information at the Drivers License and routing number and account number and SWIFT number.

Thank you very much for your reply, garypsaunders2021. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I do not have communications between the myself and the casino's. I have been using chat. Last night I talked with a "Supervisor" Tammy Hawkins, who was going to escalate the issue. She told me to get with her again tonight. However, the person I got on chat advised she was not on duty, surprise, surprise.

The person I talked to said it was still under review. So nothing has become of this. From what I have read on these forums, I think every casino is just a scam, taking peoples money. I am not sure of Casino Guru's role in all this, but I am getting a pretty good idea. It seems to me like Casino Guru is working for the Casinos not the people, I have yet to see a resolution on any issue. It is always the players fault.

Thank you very much, garypsaunders2021, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Still no deposit. This site needs to be blacklisted, they have no intentions of paying me out. I have spent countless hours on chat trying to get this resolved and they always tell me I need to sent in a document which I have about 20 times now and they always escalate it (6 times now) and the next day I start over.

If this is not resolved today, I start my own site, for these piece of shit casinos that dont pay.

I need my withdrawl today

Thank you for coming into contact with us.

One of our representatives will be with you shortly.

Welcome and thank you for contacting Casino Support Center. You are chatting with Alfred Whitaker from our Live Chat support.

Hi Gary, how are you today? Allow me a moment while I review your account.

I'm very sorry for the delay. Thanks for bearing with me!

Have you sent your wire details Gary?

Boy right down the script huh? Let me tell you, your next response... we havent received your bank statement, and that has to be in PDF format.

Then you are going to tell me, I will escalate this and chat back in in 2 days

So what is the step after this? Or is there one? I havent made it that far.

This has been escalated 5-6 times now

I'm sorry Gary but in order to verify your account and send you your money we require those details. I can see that we have your wire details but we're still missing your last months bank statement.

lol

I just sent that again 20 minutes ago

wow

I have sent it in 20 times, 2 days ago I sent it 10 times in a row, this morning I sent it again and to my self

here let me give you a shot of my sent e-mails.

I'm sorry for the delay, this is taking just a little longer than I think we both expected. Thanks for sticking with me, it shouldn't be long now.

I have escalated your payment method, I understand this is frustrating, and I apologize for the matter, but all of these details have to be verified so we can get you your money. We would also require you to provide a utility bill of no longer than 3 months. Let's see if we can get it all sorted out this time so hopefully the process can go smoother from here.

lol

Script hold true....I need to work there.....

any openings, lol

Hello garypsaunders2021,

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Kristina stated KYC as well as AML is a very important and essential process.

I understand that the KYC process can be sometimes frustrating and lengthy, but the casinos need to follow their rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Ruby Slots Casino to join the conversation.

 

Dear Ruby Slots Casino,

While it's understood that casinos may require various documents for the KYC process, it looks like the player has provided quite a lot of them to you on multiple occasions already, so why is the KYC process not finished yet? What is still needed for the player's withdrawal to be processed?

Their withdrawl team goes by script, the above conversation has happened ever time I chat in, nothing is resolved one team member will tell you they have received everything and 2 seconds later tell me I am they are missing my bank statement, so all this is a Scam.

My question to Casino Guru's is why you dont have this Casino Blacklisted.

I am going to Chat in again, and watch the script they go by to blow smoke up my ass. Same script I have gotten the last 10 times I have chatted in.

Greetings all,

I have requested the requisite department review any and all recently submitted documentation on your behalf garypsaunders2021, I will need to wait and see their response. I'll post here once I have an answer.

Best wishes,

Nick and Ruby Slots

Welcome to Live Support! How can we help you today?

Withdrawal

Don't forget to check out our latest offers on the Promos page from the casino menu.

Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

I need to know the status of my withdrawl

Thank you for coming into contact with us.

One of our representatives will be with you shortly.

Welcome and thank you for contacting Casino Support Center. You are chatting with Jessica

from our Live Chat support.

Thank you so much for the information allow me a moment to check.

Did you sent the last month of bank statement to the finance team email payments@casinosupportcenters.com

Yes I have sent that in multiple times

Can you be so kind to please provide me your email, the one that you use to sent the information ?

garypsaunders2021@gmail.com

Thank you allow me a moment please

In this case the wire information Is not on file yet so I will make a request for an update of the information in order to update the information for the one that you provided to me but I will need you to please contact us back in 24 hours in order to escalate the delay withdraw since we need to wait until the payout method Information is on file in order to make the escalation of the withdraw

I was told the same thing as above yesterday, can you check on that escalation?

This has been escalated about 6 times now

My apologies in this case we need to wait until the payout information is on file

lol

Otherwise the withdraw escalation will not be valid

I have been through this same conversation for the last 2 weeks. I have sent in all required documents 5-6 times and the bank statement 20 times.

There is no reason to be holding my funds

It has been over 15 business days now

this is a screen shot of some of the documents I have sent in this is only this week

I am showing approved on verification so where is my withdrawl?

Yes I completely understand your point and my apologies for the delay and the situation

Ok so do something about it

But if the information is not on file we need to wait until the team in charge of updating the information update the information

that is your job correct?

Yes I made the escalation in order to report the payout method information

But we need to wait

Until the team in charge update the information

Otherwise the escalation of the withdraw will not be valid

This has been escalated 6 times, so I need the status of those other escalations

We haven't receiev any answer since the information is not on file yet

For that reason I report it

Tammy escalated this a week ago, George, and 3 others

now you make 6

So let me get this straight, your job is not to help the player on throw up a smoke screen for non payment....

because that is what all 5 before you have done

I put in and withdrawl on the 23rd of Feb, and have proved I have sent in required documents and still havent been paid...

My apologies

The finance team is the team in charge of updating this information

If you want I can provide you the email of this team payments@casinosupportcenters.com

In order for you to get in touch with the team

get with finance and find out why I am not paid

At the moment what we can do is to report the information

And wait for them to make the update

Do you have any more questions I can help you with right now?

Ok, I will send them an e-mail, going through withdrawls is a waste of time

Again today this is the same conversation I have had the last 6 times I have chatted in, same old BS just a new day, same smoke screen.

Here is their script they go off of.

1. Let me check your account.
2. I dont see this form we need it
3. Let me escalate this issue.
4. Sorry I cant help you.
5. Good bye



I sent this to payments in e-mail form, I have done so before and received no response.

I have chatted in multiple times trying to get my withdrawal.

I have provided my bank statement multiple times and keep getting told I need to send that in, by withdrawals. I have provided all the required documents multiple times and it has been over 14 business days now since my withdrawal request.

When is my withdrawal going to be processed?

Gary S****

Dear garypsaunders2021,

As previously communicated via email, I completely empathize with your frustration. However, it's important to note that the live chat operators have limited influence in such scenarios. The responsibility of meticulously reviewing and approving all the evidence provided lies with the finance team. Given the high volume of requests they handle daily, this process understandably takes some time. Once all details are confirmed, they can proceed with processing the withdrawal.

I'm confident that Nick is the appropriate individual to provide further clarity on the matter, and I believe we'll soon witness progress.

So your last response says this to me.

Stay away from this Casino, because they dont have the personnel in place to take care of the players. Under staffing is not a players issue. Here is what I do know. It did not take weeks for them to approve my deposit. Where was that verification?

So now here is the latest and greatest. I found out the next step in the script.

Withdrawls advised me Finance will not send it to the bank I use? I called my bank while I was chatting with the zombie on the chat and my bank advised me if I gave them the SWIFT number and my account that there would be no issue. I told this to Withdrawls and they basically told me to F off....

So here is the process:

1). Let me check your account.

2). I dont see this form we need it

3). Let me escalate this issue.

4). Finance wont put your money in your account

5). You need to get a new account and send in the information for another 10 day delay

6). Sorry I cant help you.

Good bye

Greetings all,

The submitted documentation was reviewed however it appears that our 3rd party payment providers are not capable of wire transfer to Country Club Bank. Documents are complete at this point, it is only a valid method of payout that is still necessary to move forward. Do you have another bank account that you can transfer to garypsaunders2021?

Best wishes,

Nick and Ruby Slots

Nick you are full of s* just like the rest. I talked with my bank while chatting with Ruby Slots, they assured me there was no fn reason that your Finance could not make a deposit to that account. This site is nothing but a F*** S***.

Another reason to stay away from this site, is if you are using 3rd party providers? So you really dont have a finance in place to pay the players.

So now I see what you have Zombies working in Withdrawl.

F***Ruby SLOTS I will not deposit another cent from the account that you cannot deposit my withdrawl from. I am coming back on this site ever 2 weeks and warn people away from Ruby Slot Casino....

Dear garypsaunders2021,

I understand your dissatisfaction, but it's important to note that, as Ruby Slots is an international casino, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Because of this, deposits and withdrawals have to be processed by various payment providers, and thus not all banks are supported for certain transactions. I can only recommend trying a different bank account, or alternatively, if you have a crypto wallet, this could be another, maybe even better, option.

Another thing I have to mention is that, although I understand your dissatisfaction with the whole situation, I must caution you that the use of offensive or intimidating language will not be tolerated. Our primary goal is to assist players and, if possible, find a solution to their issues with the help of casino representatives. We have a zero-tolerance policy for offensive or intimidating behavior. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Thank you for your understanding.

Transferring money, is not fn rocket science. I am sure 99% of the people on here at one time has transferred money at one time or the other. I met their requirements.

If they are using a 3rd party institution to handle money and they are not able to do so, then Ruby Slots should have stepped in to pay up. So this is all BS. Just a SCAM.

So during verification process, and I was depositing from my account why wasnt I told that they would not be able to deposit withdrawls in that account, damn sure took my deposits.

So explain to me your rating system? HIGH? After all I have posted, and the BS I have went through on this site, and now to be told F' OFF we arent going to deposit shit in your account, because we use a 3rd party vendor to do so and we arent going to honor your winnings, you leave them at HIGH? How many more players have had the same issue with the Casino? I imagine their sister Casinos are the same way.

Here is what I think, I think Casino Guru is working with these Casinos to smooth ruffled feathers to keep people pumping money into them.

Well I am thinking about cutting into Casino Guru's actions. Make a site that really exposes the shit bag casinos. A place where players can be informed on which sites actually pay out and those that don't.

Dear garypsaunders2021,

Again, I acknowledge your dissatisfaction with the whole situation, but it's crucial to understand that Ruby Slots, being an international casino, does not solely control the array and availability of payment methods. Multiple factors, including the licensing authority, geolocation, agreements with payment providers, and banking restrictions, significantly impact this. Consequently, deposits and withdrawals necessitate processing through diverse payment providers, leading to certain banks not being supported for specific transactions. I can only strongly suggest considering utilizing a different bank account or exploring the option of using a cryptocurrency wallet, which could potentially offer a more viable alternative.

To your question "So explain to me your rating system?"

How we review all casinos and how the rating works can be found here: Learn About Our Casino Review and Rating Process | Casino Guru

Just so you know Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice.

While you're of course entitled to disagree with our reviews, it's important to recognize that numerous factors contribute to the rating.

Given these circumstances, I once again highly recommend considering using a different bank account, as advised by the casino representative. This appears to be the only viable option to claim your rightfully earned winnings.

Size of the casino

I have gotten we are a large Casino from Ruby Slots on multiple occasions. This is telling me 2 things.

1). They dont have the people in place to handle the volume they are getting.....not an player issue

2). Maybe it is better to play on a smaller Casino, who actually cares about you getting paid out.

Player complaints

90% of your complaints about Ruby Slots are from the Verification process, time lenght to receive withdrawl (to me this is more fairy tale like), and non payment? So you have them rated HIGH? How much are these Casinos paying for a HIGH rating?

Deductions for restrictive or unfair practices

Wow really I guess non payment doesnt qualify? Let me ask you a question. Say you are owe a bill, and you give old Joe the money to pay for said bill, he goes and spends your money, are you still liable for the bill? According to your HIGH rating, Ruby Slots is not reliable for their Bill because they use a 3rd Party Vendor.

Points added for positive qualitiest

Wow really dont you think these Casinos pull their own chain on your Website? I always read reviews of any item I purchase. Guess what I do, I blow out the good review, because any $10 dollar an hour customer service rep can site there all day making up lies about their companies product. I look at the bad ones to know what I am getting into. Casino Guru's need to take this approach.

Related casinos

Now this is funny to me. First, why would you look at the sister Casinos? Ruby Slots' sister Casino has nothing to do with a issue Ruby Slots has. Granted if they are ran by the same outfit they are probably just as sorry. So basically what you are saying is you dump them all into one category and if one is doing good they all benifit???

Wow, great rating system, but what ever keep the players happy and plugging money into these sites, and money in your pocket is great right?

Wow, now I just received a bank fraud alert from my account, OBISOFT???? I have had this account for 10 years, never had an issue and immediately after my bank was denied, I get a attempt by some Fn Scum trying to hit my account??? Did you figure out I keep this account open only for online purchases only and I transfer money to it, keep just enough money in it to keep it open? Maybe that is why they needed another bank account? My other ones with more money?

Casino Guru, what do you think? I am going to pursue this OBISOFT, that someone tried to make a purchase from. Let see where it leads.... Still a HIGH Rating?????

Wow, not a peep out of Casino Guru???

And Safety Index still set to High, wow, they must pay pretty good to keep it that way.....like I say I need to get in on this business, with all those Casino out there it must pay pretty good....

Dear garypsaunders2021,

I empathize with your ongoing frustration regarding the situation. However, it's important to emphasize that Ruby Slots is not deliberately holding back your winnings or declining to pay you. Your winnings will be disbursed once you furnish an alternative bank account, as advised by the casino representative previously.

As an international casino, Ruby Slots processes deposits and withdrawals through a variety of payment providers, which may result in certain banks not being compatible for specific transactions. Such occurrences are nothing uncommon within the industry.

I strongly recommend considering the use of a different bank account, as this appears to be the only viable course of action presently.

Regarding the rating of Ruby Slots, while you're entitled to your opinion and disagreement with our reviews, it's worth noting that we apply a standardized formula to assess all casinos in our database. The rating serves an informative purpose and should not be interpreted as, nor relied upon as, legal advice.

If you believe establishing your own platform where you provide your own experience with certain casinos would benefit the industry, you're welcome to pursue that avenue.

Ultimately, the resolution of your complaint hinges on your cooperation in providing an alternative bank account. Without this, I'm afraid there is not much that can be done from our side.

I think the issue with "not being able to send to that account", is incorrect I have that account for online purchases and only keep enough in it to keep it open. I just had my account hit for a purchase I did not make. The day they requested another account???? I have had that account for 11 years and had no issues with it. I strongly advise anyone reading this complaint to stay away from this CASINO.....

I am done with Online Casinos, I dont have to play on here, and will continue to advocate for other players to save their time, and just flush their money down a toliet to save time. I live in Oklahoma, every town here has an Indian Casino in it, and they pay and they pay out immediately......So these SCAM casinos can F off...

Dear garypsaunders2021,

Although I acknowledge that your user experience with this situation is not optimal, the resolution of your complaint hinges on your cooperation in providing an alternative bank account.

Land-based casinos have different rules and policies.

I must reiterate that, as an international online casino, Ruby Slots processes deposits and withdrawals through a variety of payment providers, which may result in certain banks not being compatible with specific transactions. Such occurrences are not uncommon within the online industry.

It is, of course, up to you if you provide an alternative bank account or not, but the resolution of your complaint at this stage lies solely with you.

Please let me know if there is anything else I can assist you with, but if you are not willing or able to cooperate with the Ruby Slots team, I will be forced to reject your complaint.

That is BS. I talked with my bank, they told me as long as I had a SWIFT number and provided my bank account info any one can deposit to that account.

Why would I provide another account because the day they told me I need to provide another account that very same day someone hit my account for 50 dollars. I have not ever had that happen until that day????

These Online Casinos are nothing but SCAMs and people need to be aware of that. Look at all the reviews with the same issue, no payment, screw up verification process and the list goes on and on. And Casino Guru's just smooths over ruffled feathers of players for the Casino's.

Dear Nick / Ruby Slots Casino,

I acknowledge your previous mention that your third-party payment providers may not facilitate wire transfers to Country Club Bank. However, could you please verify this information with all your third-party payment providers? Are there any regulatory constraints or specific reasons why the player's Country Club Bank account is deemed unsuitable for the payment? Your elaboration on this matter would be appreciated.

Greetings Michal,

To answer your question simply Country Club Bank is a small bank and thus does not do enough international business to warrant the cost and maintenance of it's own international routing numbers, it borrows these from a larger bank and transfers funds once they are sent to the larger bank which is capable of processing the international transaction (what is called an intermediary). For safety reasons our payment providers will only do wire transfer directly to larger banks without this middle step who additionally have not had previous issues with bank wire transfer from them.

I hope this clarifies things.

Best wishes,

Nick and Ruby Slots

Dear Nick / Ruby Slots Casino,

Thank you for the clarification.

Dear garypsaunders2021,

I trust you now have a clearer understanding of why the Ruby Slots Casino team is unable to facilitate the withdrawal to your Country Club Bank account.

I would like to emphasize that whether or not you choose to provide an alternative bank account is entirely your decision. However, it's important to note that the resolution of your complaint at this point depends solely on your actions.

Dear garypsaunders2021,

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.

Dear garypsaunders2021,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru