Ruby Slots Casino - Player's withdrawal request is being continuously delayed.

I’ve been attempting to withdraw the $100 USD from Ruby Slots for over two weeks but given the dozens of live chat discussions and hours wasted with their useless staff members it feels like a lifetime.

I was fully verified/KYC’d yet they requested all this additional documentation which I provided promptly. Finally my verification status was back to fully approved and they’ve stopped cancelling my withdrawal requests. The last withdrawal I submitted was on 15/11/23 (8 days ago) and funnily enough when it came to cancelling my withdrawals, they would action it within 2 hours to one day max however when it comes to approving it, somehow they need a whole week which we’ve already passed.

Now I’m no longer able to use live chat as it appears they’ve blocked my access to it, so a notification pops up saying I’m only able to email. They seem to be such a shady/scammy group and do everything in their power to delay and put up road blocks to being able to access any funds yet obviously when it comes to deposits it’s all instant.

The most frustrating thing is that I used the last bit of BTC I had to complete their one time "risk-free" deposit of $10 USD for the so-called digital ID verification process which I could’ve used on one of the three other online casinos requiring the same. I honestly don’t even know if these people actually pay or if they’re just operating a scam where they appear to be an online casino yet money only flows in one direction.

After the absolute nightmare I’ve had dealing with their substandard customer service staff which may as well be bots, I’d never trust them to deposit as there are so many online casinos which appear to provide a substantially better experience.

Its 2023 and there is no reason for any process to take as long as they claim they need to process a withdrawal, it’s simply unethical practices which take advantage of the fact that most customers have a gambling addiction, so they want to make it take so long that people aren’t able to wait out their unreasonable timeframes and end up putting the money back through the casino.

Ive asked them to handle this for me that many times and even advised that if I have to id raise a complaint with Casino Guru but they honestly couldn’t care less, so if you could please help me get this withdrawal from them I’d be very grateful.

Cheers,

K

Dear Kde888,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hi Veronika,

Thanks for your response. It’s been 8 business days since the (most recent) withdrawal request was submitted (they kept cancelling them even though I was fully verified) and it still hasn’t been approved even though they claim it takes 5-7 business days for it to be approved and another 7-10 until they make payment.

It has been 10 calendar days since the withdrawal was submitted, so I’ll update you in the next 4 calendar days if you need to wait two weeks before you’re able to intervene.

Thanks,

Kde888

Hi Veronika,

I just wanted to add that one of the reasons I’m certain they engage in unethical conduct is because they cancelled several of my withdrawals before they finally stopped and left this one, and the timeframe in which they did that was anywhere from a single hour to a maximum of a day and a half after the withdrawal had been submitted.

The process of approving or denying a withdrawal is obviously the exact same as certain checks are done and if it meets their criteria it is approved, if for some reason they believe it doesn’t then it’s denied, so they can conduct these checks within 1-36 hours on several occasions however when it comes to actually approving it they’ll let the request sit there for 10 calendar days.

Honestly I’m shocked that Ruby Slots has such a high safety index score on your site because there is absolutely no reason for anything to take as long as they say their withdrawals do unless it’s intentional.

Cheers,

Kde888

Thank you very much, Kde888, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Kde888 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ruby Slots Casino for their help in resolving this complaint. We would like to know why is are the player's withdrawals being denied and what can we do to help them withdraw their winnings.

Thank you!

Greetings all,

I have reviewed the situation and it appears that the registered physical address is New Zealand however the ID provided for account verification is Australian. Australian players are not allowed and banned at IP level, additional documentation is required to prove that you have legal residence in New Zealand and are playing from there and not Australia Kde888. Thus the holdup.

Best wishes,

Nick and Ruby Slots

Dear Kde888,

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.

Hey Peter,

I provided proof of address ages ago, which is why they stopped cancelling my withdrawals because I was beyond fully verified. I also received confirmation from multiple live chat customer service agents while waiting that everything was completely verified and it was just a matter of waiting for the 7 business day processing timeframe. I am not going to send anything else to these scammers and time wasters.

I just tried logging in for the first time in ages and encountered their ridiculous errror message "oops something bad happened" meaning I can’t even login without contacting their support and waiting god knows how long for them to do anything about it.

Can you please ask them to close my account and refund my btc "risk free one time digital verification" deposit?

Thanks

Dear Kde888, unfortunately, you won't be able to get a refund with the funds you have already played with. The casino representative has requested you provide a recent utility bill to the casino support. I understand your frustration but the casino can ask for extra documentation during the verification process, especially when there's a concern about restricted countries as this could lead to legal issues for the casino.

Thank you in advance for your cooperation!

Dear Kde888,

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 Kde888, thank you for the clarification. The casino affiliate in charge of these complaints is currently indisposed and has asked us for some extra time to resolve the complaints. I will pass your request on to him but it might take a while. I ask for your patience during this time and thank you for your cooperation so far!

Greetings all,

Our security department confirmed that a VPN was in use to generate a New Zealand IP address in order to gain access to the casino in direct violation of the casino terms and conditions. The further inability of the player to provide any verifiable evidence to the contrary makes it difficult to justify additional (valuable) time in further review of this case. The casino account has been permanently closed and all funds in the account have been zeroed. Sorry to seem harsh about this but as Kde888 mentions there is already substantial man hours invested on all sides here, we consider this case to be closed.

Best wishes,

Nick and Ruby Slots

Kde888 I have to warn you that using inappropriate language or attempting to intimidate any professionals or staff of the casino will not be accepted. If any further attempts to engage in such behavior occur, your profile will be permanently blocked from our website. Our main goal is to assist players and any form of disrespectful conduct will not be tolerated.

As for the issue here, prohibiting the use of VPN is a common rule in online casinos that can be enforced even if you connect from the country you reside in, therefore, I recommend turning it off when you play in the future to prevent situations like this. Unfortunately, your account will remain blocked but the casino will return your verification deposit. Your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter