Ruby Slots Casino - Player was not paid promotional winnings.

They sent an email for free spins and said max payout is $100.

I won $1200. I had to deposit to claim my winnings and prove who I was. I did that.

They then just gave me my deposit back and not the free $100 I made. I completed the play through and everything.

I think they are a cheat site and need to be checked.

Dear ChrisN,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino offered any justification for this decision?
• Could you please send me your correspondence with the casino regarding the issue? My email is tomas@casino.guru
• Was this the only bonus you activated on your casino account overall?

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

Best regards,

Tomas

Hello Tomas

I used the first no deposit spins and I didn’t really like the whole layout.

I got an email about 25 new spins and I thought about giving it a 2nd chance.

after this is has given me a big negative opinion about this page.

customer support will reply in 3 days.

I will send you some screen shots later when I am home.

Thanks for your email.

Have you contacted the casino and asked for an explanation of why your winnings were confiscated? Have you received any response?

Was this the only bonus you activated in this particular casino?

I'll await your reply.

Hello Tomas

Yes, I contacted the casino, and they still haven't replied. I'm afraid I don't have any explanation at all from them.

Yes, this was. I got an email, and I tried, Since I have received many emails about promotions from them.

I will not use or even deposit with them as this case shows me that they are a place not to be trusted.

If you can help, that would be great, I do not hold my breath.

it's not even about the money now but about the site's ethics.

You wrote:

"I used the first no deposit spins and I didn’t really like the whole layout.

I got an email about 25 new spins and I thought about giving it a 2nd chance."

Does that mean you activated 2 no-deposit bonuses in a row without a deposit in between?

It wouldn’t let me activate the first bonus. As said not available in my location.

then the 2nd one they sent did work.

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

Thank you so much Tomas for listening.

I hope your colleague Peter can do something.

it’s not about the money as now it’s about the fact they can do this so freely and get away with it.

Hello there,

Thank you ChrisN 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thank you very much for the update.

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

Still no withdrawal. Now 7 days ago and still not accepted. When it does I will let you know. As they said 5 days. lol.

Dear ChrisN,

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.

Still nothing what so ever. 2 emails and no reply’s yet. Still no cash out. What a bad showing from this casino page.

Greetings all,

I had requested the withdrawal for approval and payment however it appears there is an issue as there was use of a VPN (contrary to the terms and conditions of the casino) as well as an invalid physical address provided. It has been denied once again on those grounds. Could you kindly explain your use of a VPN and invalid physical address please ChrisN?

Best wishes,

Nick and Ruby Slots

I didn’t use a VPN at all. It even says I am in Poland.

My address is perfectly fine. Even Google maps shows you where it is. It is the same on my Polish ID also.

im happy to post screenshots as proof if needed.

I will put in another withdrawal request with my bitcoin address.

im contacted your email 4 times now and no reply at all.

Greetings ChrisN,

I searched our entire email system and was unable to find any additional information or emails from your registered email address. Did you perhaps send from a different email address? According to the notes in your player account there is some additional documentation necessary to verify the account including proof of address. If you could please provide a recent utility bill in your name at your address and include in the email your telephone number and date of birth for confirmation it would be much appreciated and perhaps we can move forward here.

Thanks so much,

Nick and Ruby

Sent lots of documents just now. 11:34am 12/04/2024.

my ID card, bank statement and Utility bill. More than enough for KYC.

let’s hope you receive it this time and actually do something after many months.

Greetings all,

I have checked our entire email system and the only emails I can find from the registered email address are dated February 16th and March 25th and neither contains any additional information or documents. Could you please provide the email addresses the information was sent from as well as sent to ChrisN?

Best,

Nick and Ruby

I’ve been now speaking with chat. I hope they found the correct documents and applied them to my account.

it’s looking like you are making any excuse just not to pay a simple amount.

this is out of principle now and I have lost all faith in your site.

Dear ChrisN, would it be possible to forward me the emails you have sent to the casino on the outlined dates? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I can send them to you.

rubyslots said they have completed the withdrawal. I still don’t have the fund tho for 4 days now. If I don’t receive anything soon I’ll forward everything. This case is getting ridiculous. They are proving just how bad they are.

Dear ChrisN,

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.

They have cashed me out. 10 days after accepting it. Over 2 months total.

i don’t recommend this site at all.

Dear ChrisN,

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