Ruby Slots Casino - The player's experiencing an unspecified issue.

So I had a free spin bonus which I have provided a picture with all transactions that accrued . Jumped through all of there ridiculous hoops, requested a payout and then got shafted with no explanation.

Dear Dvansickler,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Ruby Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Are your winnings from spins gone? Did the casino provide any reason? I will be waiting for your reply patiently.

Best regards,

Nick

Ok I started with 25 free spins on Tarot Destiny and started to win a little bit.When it was all said and done I believe I had won $18 which meant I had a playthrough of $1,800. Which I completed the $1,800 playthrough and at that time the casino deducted $153.34 which was considered bonus winnings I assume,not really sure but it dropped my balance to $100. I made won more spin which gave me a balance of $99.22 and that's when I started the withdrawal process.I had not made any deposits as of yet so the cashier prompted me to do a Bitcoin withdrawal which would be the easiest per Ruby casinos cashier. So then I go through all the steps I need to do to get a Bitcoin account setup and I make $10 deposit to Ruby casinos to verify my Bitcoin wallet with Ruby Casino. It was told to me that this was the last process I needed to do and then my withdrawal would be deposited to my Bitcoin wallet.A couple hours after that I checked on the casino site to see what was going on with it because it still was not deposited in my wallet yet ( mind you this was supposed to be a 30 minute at the most process). Low and behold when I checked I see a a manger withdrawal of $109.22 and the a deposit of the $10 Bitcoin that I had made to my casino account.I still have not received any kind of deposit to my Bitcoin wallet and I have not had any explanation from said Casino. I've tried to call their customer service number but I just get hung up on every time I attempt to call them. Attached is a copy of all Casino records transactions. Thank you for your time and consideration on my issue with Ruby Casino. . Douglas V******.

So I was just checking to see if there was any resolve or even a response from Ruby Casino, in regards to my complaint? Ok thank you Nick I will also be waiting on your reply patiently.

Dear Dvansickler,

Do I understand it that the withdrawal is still pending or the balance was voided from you?

Please note that if it's still pending, a withdrawal may take up to 14 days so if you did request it aprox. a week ago, I can recommend you to wait only.

The balance was voided from me I believe because I still have not received a payment. I did receive a weekly cb bonus in which I did win a little bit of cash on totaling around $195 I believe, so I did another withdrawal for $150 and I ended up getting a $95 payment on ,then the rest of the money I had left in my account was taken just like the first withdrawal was. Thank you for your time Sir I will wait patiently on your response.

Douglas

Thank you Dvansickler for all the information provided so far. As we will need more details from the casino regarding your bonus history, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Dvansickler,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Ruby Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Ruby Slots Casino Team,

Could you please provide us with an explanation of the player's situation in more detail?

What is the current status of the pending withdrawal? Has it been already processed completely?

Why have some winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

I had a look and the issue is the casino only allows one account per player or household and one free chip between cash deposits. Someone in your household already had an account and had played a free bonus Dvansickler so the win was denied and the account confirmation deposit refunded. The following win was paid out I see at the maximum cashout level, the win was based on weekly cashback for the account confirmation deposit which had been refunded, technically it should never have been issued or valid for withdrawal but I think you came out pretty well here Dvansickler. I hope this clarifies things.

Best wishes,

Nick and Ruby Slots

Thank you, Nick and Ruby Slots, for your reply and explanation.

Dear Dvansickler,

Can you please confirm the above claims? Is the clarification enough for you, or is there anything else that I could assist you with? Could I consider this complaint resolved?

Yes it's resolved I will take it for what it is even though there was never two accounts but I'm satisfied. I want to thank all the people at Casino Guru for your time and great job you guys are doing ,and to Ruby slots for the clarification on my account and issues!

Thank you very much, Dvansickler, for confirmation and for using the Casino Guru complaint resolution centre, and I am sorry for the delay. However, I am very glad everything is explained and clear. Therefore, I will now mark the complaint accordingly in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Nick and Ruby Slots Casino, for your help and cooperation.

Best regards,

Branislav, Casino.guru