Ruby Slots Casino - Player's withdrawals are delayed.

I made a deposit of $33 in bitcoin and won, requested a withdrawal for $50 on March 5th..I emailed customer service they said it would be deposited with 3-7 days..it never made it 18 days later. I essentially got busy and forgot about it and made another deposit of $31 on march 23rd ( today) in litecoin and won again..and requested a withdrawl for $205 and another for $40..for some reason it wouldn't allow me to withdraw the full amount..so I split it up and the withdrawal request was received. I contacted support to ask what happened to the March 5th withdrawl request ( I also sent emails and they ignored me ) that never made it to my account. Just wanted to see why and they kept not answering my question and then would ask if I had anything else that needed help with..I feel scammed and don't know why a withdrawl would take so long.

Dear JohnGLucas,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I opened an account over 6 months ago, I completed the full verification the last time I tried to withdrawl my winnings on march 5th 2024. It was only $50 that I won on a bonus that only allowed $50max cash out. They never sent the money after being verified and after receiving confirmation. I'll send you the emails.

I only play the online slots.

The first winnings $50 that I tried to withdrawl and the $50 was after they took the sticky bonus total or whatever..so the $50 was what I was due to receive..I was patient and gave it weeks, so long that I forgot about it...

Then the recent winnings...I signed onto my account and like I do every time I message customer service to make sure I'm still verified and that if I make a deposit will I able to withdrawl..they confirmed I was verified and I'd be able to withdrawl...I do this because I've been scammed too many times...that's when I made the deposit of $31 and after the no rules playthrough I won and tried to withdrawl and noticed I had a pending withdrawl of 50 still.. so I contacted customer service and they gave me the complete run around and I've been through this before and it just doesn't seem right. They stopped responding to emails and idk what else to do.

I have a pending withdrawl for $205 and another for $40. I canceled the 50 and when I tried to withdrawl the $245 it wouldn't let me so I split it up into two withdrawls..customer support has been non helpful to say the least.

Thank you very much, JohnGLucas, 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 JohnGLucas 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

I have reviewed the situation and I'll see what can be done to assist, if anything else is required on your part JohnGLucas I'll inform you here. Otherwise just let us know when that comes in!

Best wishes,

Nick and Ruby Slots

I received the withdrawal approval email for my first withdrawal for $205. I have another withdrawl for $400 still pending but it was made a couple days after the $205 was requested, so I'll give it a few days. Now just waiting for the funds to arrive in my account. If all plays out the way it should, I'll be sure to do my part and update my review. Thank you

Thank you very much for the update.

Dear JohnGLucas, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I received 1 of 2 withdrawals so far. I'll report back as soon as the the 2nd withdrawal is completed. Thank you

Still waiting on the 2nd withdrawal. It's been over 7 days. Hasn't even been approved yet. I was told they were going to approve it by yesterday and still nothing.

Update: Still no second deposit has been received. It's been well beyond the 7-10 day approval window, despite multiple contacts with customer support to ensure everything was in order and to inquire about any potential holdups. Each time, I was reassured to be patient and that approval would be forthcoming. After waiting a couple of extra days, I reached out to customer support again today, only to be informed that there appears to be a delay as I'm well past the approval timeframe. Upon reviewing my account, they suggested that I might need to update my bitcoin address to facilitate the withdrawal. Before proceeding, they requested verification of my wallet's bitcoin address so they could compare it with the one on file. Unsurprisingly, the address had indeed changed; it's been approximately 15 days, and it's common for crypto wallet addresses to change every 3-4 days or after each transaction. While it's evident that they understand the process, it's frustrating that they haven't prioritized addressing their primary customer complaint: withdrawal times. Numerous reviews cite delays caused by various tactics, indicating a need for improvement in retaining repeat business. If anyone from Ruby Slots is reading this... if you could expedite the bitcoin address update / withdrawal, It's greatly appreciated.Thank you

It looks like the 2nd withdrawal has been approved so now just waiting on the withdrawal to be deposited into my wallet. Will update once completed. Thank you

Hey there Ruby Slots team & Team Guru

I wanted to share a update regarding my recent withdrawal adventures.

First off, I have to give a massive shoutout to your stellar customer support team ( minus a handful of unhelpful reps ). The ones who take pride in customer service truly are the unsung heroes of the gaming world and beyond! Shoutout to the golden ones that went above and beyond to ease my mind with their thoroughness and professionalism. Their diligence in reviewing my account was like having a personal guardian angel watching over my funds, talk about peace of mind!

Now, onto the withdrawal saga. As you may recall from my previous correspondence, there were some bumps along the road, to say the least. Despite my best efforts and numerous inquiries, the second deposit seemed to be playing hard to get, lingering beyond the promised 7-10 day approval window.

However, after a bit of back-and-forth (and maybe a touch of nail-biting suspense), I'm thrilled to report that the funds have finally landed safely in my account! Hallelujah!

Reflecting on this rollercoaster ride, I can't help but think about how you can make this journey smoother for future players. That's why I'd like to suggest a little addition to the FAQs – a friendly reminder to all crypto enthusiasts out there. It's all about updating and verifying wallet addresses to ensure a seamless withdrawal experience.

Let's face it, crypto wallets are like fickle friends; they change addresses more often than a chameleon changes colors! By encouraging players to reach out to customer support to double-check their withdrawal address, you can avoid those pesky surprise delays and keep the good times and good reviews rolling.

I truly believe that proactive communication is the key to minimizing any hiccups along the way and provides a sense of security when their's less surprises.. Waiting until day 7+ to discover why a withdrawal hasn't been processed can leave players feeling less secure like they're lost in the Bermuda Triangle of online gaming. Ain't nobody got time for that! Especially when it's a simple fix, or so it seems.

So, in the spirit of smoother sailing and happier players, I would recommend to the player after they submit the withdrawal request to reach out to support a few days before the big day and keeping those addresses up to date. It's a small step that can make a world of difference in the overall gaming and or Withdrawal experience.

Lastly, this puts the responsibility on the player to be in contact throughout the process to ensure better success rate. I understand not every player reads the FAQ but again recommend that they read the FAQ to learn what steps should be taken to ensure higher chances of a smooth withdrawal process. Transparency is critical.

Well, that's my two cents – or should I say, my two bitcoins? 😊

Thank you for paying out my winnings. I'll be sure to update my review to be more positive, without all my insecurities lol!

Cheers,

JOHN

Dear JohnGLucas,

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,

Peter