Ruby Slots Casino - Player was accused of playing with mixed-funds.

I requested my withdraw on 12/21/22 via check. In the casinos terms and conditions it states that the approval process would be completed in 7 working days. It is now 10 days and I can't get a reply to my emails, the phone number provided is a joke. The casino took my deposits now I want them to honor my withdraw request.

Dear dawnrutherfordadams,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My request to be paid is by check. My account verification status shows approved. The reason I requested to be paid by check is due to the extreme verifications for wire transfers and the outrageous terms if a mistake is made by the player. They basically state if you make a mistake on any banking information you will not be paid, so I requested to be paid by check. Why I can't get any updates by the casino is just not right. I thank you for any help and I will be more patient for any feedback or payment.

Dear dawnrutherfordadams,

Have you received your withdrawal from the casino yet?

No and now they have denied it with some made up story of me mixing funds because I made a deposit when I had $5 in my account. They just wiped out my $2700 and put $30 in my account. I've tried to speak to a manager and they just keep telling the same bs story. They have stolen $2700 from me and tell me there's nothing I can do about it. Please help

So, how long do I have to wait now? Can you help me or not?

Feeling very frustrated here in california.

Thank you very much for your reply, dawnrutherfordadams. Do I understand correctly that you had an active bonus when you deposited?

Before we contact the casino, 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 guess. I wasn't aware you couldn't make a second deposit if you still had money in your account. I won $4000 and only requested to withdraw $2000 of it after I plaed off the other $2000. So I don't know why the denied my withdraw request and then just took my money. I sent you an email with attachments. I hope it helps you understand the problem I'm having

Thank you very much, dawnrutherfordadams, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi dawnrutherfordadams,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Ruby Slots Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

I have reviewed the situation and there are some issues here dawnrutherfordadams. Not all funds are created equal, for example the funds in your account before your cash deposit were from weekly cashback, these funds come with a 2x max cashout. Quite different than the cash deposit you put on top which carries no withdrawal limits. This created a situation called "mixing funds". In these cases we restore the cash deposit back to your account as cash to give you another chance to win and cashout without limits as I can see was done in this case. You then played those funds to zero as well as an additional exception 100% free chip based on that deposit issued by our customer service department as an apology for the unfortunate situation.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

Thank you Nick for the explanation.

Dear dawnrutherfordadams,

Let me ask you some additional questions:

1. Did you activate the cashback bonus yourself?
2. Did you finish the wagering requirement of the cashback bonus before you made the deposit on top of it?

We are extending the timer because there was an issue with the player's email address.

I'm not sure about the cashback bonus but I know I finished the wagering requirements

Thank you dawnrutherfordadams,

I asked for some additional information from the casino to make a conclusion. I will get back to you when I receive it and review it.

Thank you

I'll keep my fingers crossed.

Dear dawnrutherfordadams,

I received an update from the casino rep and it seems that you haven't even played with the cashback bonus, deposited on top of it, and then played with mixed funds. If this is the case, I'm afraid I won't be able to help you. I know that the bonus system on this platform can be pretty confusing and the terms can be unclear so we always try to help the players. However, in this case, the wagering requirement wasn't finished, so basically the situation is the same as in every other casino - unless the wagering is finished, the bonus conditions apply.

They have me so confused, I don't know what the case is. I appreciate your help but I have to admit I still feel very cheated.

Thanks

Hi dawnrutherfordadams,

I understand your frustration but, unfortunately, as stated above, I won't be able to help you with this case. I recommend you always double-check all available balances in the casino and if you are not sure about anything, turn to the casino support. The platform used by the casino is complicated and quite confusing. However, we can't penalize it this time. I wish I could be of more help.

Best regards,

Peter