Ruby Slots Casino - Player's withdrawal repeatedly denied due to conflicting playthrough requirements.

I engaged with Ruby Slots Casino under their no deposit bonus, which mandated a 40x playthrough and a $100 Max Cashout. After successfully meeting these requirements and accumulating winnings totaling $180.18, I proceeded to initiate my first withdrawal on 11/26/2023. Unfortunately, it was cancelled without notification, and only on 11/29/2023, did I become aware of this issue.

Subsequently, I made another withdrawal attempt via Bitcoin on the same day, complying with the 7 business days approval period. On 12/09/2023, faced with continued delays, I decided to escalate my case. On 12/11/2023, my withdrawal was denied, and after inquiring with casino support, I was informed of additional playthrough requirements of $186, which were not visible on the frontend but indicated on the backend.

Despite successfully completing the mysterious playthrough and concluding that session with a withdrawable amount of $210, my second withdrawal attempt on the same day (12/11/2023) was also denied. This time, I encountered conflicting playthrough claims from two different Casino Support Representatives. On 12/20/2023, Support Sharon asserted that I had only played $204 out of $240 and still needed to play an additional $37. Conversely, on 12/25/2023, Support Ernest claimed I had only completed $257 of $1,200 in playthrough, a statement inconsistent with the information provided throughout the entire process.

The lack of transparency and shifting conditions for withdrawal have left me deeply frustrated. I have diligently followed the casino's procedures, completed the stipulated playthrough requirements, and adhered to all instructions provided by the support team. The constant denial of withdrawals, each time citing different playthrough amounts, raises serious concerns about the fairness and transparency of Ruby Slots Casino's operations.

Dear 7deuce,

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.

• Was the wagering completed at the end?
• Have you previously claimed any free bonuses from this casino?
• Has your withdrawal been approved yet?

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,

Petronela

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.

Was the wagering completed at the end?

Yes, I have successfully fulfilled the wagering requirements as specified by Ruby Slots Casino. Despite facing unforeseen challenges and additional playthrough requests, I diligently met the conditions outlined in their terms. I can provide evidence of this completion through a screenshot of my dashboard, which clearly indicates the fulfillment of the playthrough requirements. Furthermore, I have confirmation of this completion from Support representatives, which I also have documented.

Have you previously claimed any free bonuses from this casino?

No, this was the first and only bonus I claimed since signing up with Ruby Slots Casino. I opted not to accept any additional bonuses until the resolution of this particular issue, despite the availability of several bonus options.

Has your withdrawal been approved yet?

Unfortunately, my withdrawal has not been approved. Despite multiple attempts, each withdrawal request has faced denial, citing varying playthrough amounts and requirements.

Thank you very much, 7deuce, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello 7deuce,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Greetings all,

I have reviewed the situation and payment was issued on the 2nd of January and has been confirmed delivered in Blockchain Explorer. Please let us know that the funds arrived safely 7deuce.

Best wishes,

Nick and Ruby Slots

Hi Nick,

I appreciate your efforts in resolving the matter. However, I have some concerns regarding the prolonged process required for the withdrawal. Specifically, I was asked to complete a third playthrough, which, as far as I understand, is not part of the agreed-upon terms. Furthermore, when seeking clarification from another agent, I received conflicting information about the required amount for the third playthrough. It appears that without the involvement of an intermediary, the approval for withdrawal would not have been granted.

Thank you Matej and Petronela, and the Casino Guru team for helping to resolve this.

Dear 7deuce,

I acknowledge your dissatisfaction with the casino money withdrawal process, and I'm pleased that we could assist you. Please note that occasional issues may arise, and despite this regrettable incident, we hope your future withdrawals will be smooth.

I am pleased to mark this complaint as resolved.