Ruby Slots Casino - The player's unable to withdraw.

My first request to withdraw was denied based on a coupon. I deposited several more times, and won 2500. The withdrawal request was for September 6th. After waiting the 5 business days for them to approve or deny, I contacted casino to ask why my withdrawal still shows pending. The rep did the usual dance of sending me casino policy that I can repeat by heart. Then the rep proceeded in saying oh, you account needs verification of address. I have not received any communication from casino about my old address. I have received from my previous attempt, emails stating my account was verified. Then before sending anything to me on the same day, the casino deposits my withdrawal back into my account. I flipped, bc I sent my new drivers license and utility bill in proving my address. They canceled to start the clock over. Then some concierge emails me some crap about wanting my documents again. He actually forwarded my email string that included the very documents he was requesting. I completely lost it after that. No response, then an email from documents team that my account was verified and good to go on Monday. I proved my withdrawal was canceled by casino in error with the emails, so my withdrawal which now still has the 15th instead of 6th on it shows pending. Now nobody will return any emails. I know they are stalling, and the error was on their part. I’m completely verified with all their sister casinos which are data connected. Oh, and once I proved they had my documents, it was , well you never gave us your Bitcoin address. Are you kidding?!?! You have to submit your Bitcoin address to submit a withdrawal, and I sent verification of my Bitcoin address in the emails that are in all the forwarded email chains. My emails can be sent for review, but I need a way to upload since it’s so large.

Hello Robin,

Thank you very much submitting your complaint and I'm sorry to hear about your issue with Ruby Slots Casino.

Before we would try to contact the casino, allow me to ask you a few more question to clarify the case as much as possible.

Could you please confirm that your friend has never played in the casino from his device. How come they blocked you because of country? Did you use your friend's phone to play in a different country?

Please also send forward any relevant proof or communication with the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Casino.guru

Hey all,

I've reviewed the situation already and the good news is that Steve (my agent here in Concierge) did as required and confirmed all the necessary details within the account so we should be good Robin. I have Steve contact all valued players with a denied withdrawal for any reason, he reviews the account and acts accordingly depending on what is necessary.

I'll take it from here and see if we can't get some movement shortly, apologies for the hassle.

Best wishes,

Nick and Ruby Slots

The fact that in this day and time, any casino that does not send an approved withdrawal with Bitcoin within a couple of hours is just plain shady. You received payment in Bitcoin that you processed in minutes. Most respectful casinos like Yabby, Extreme, Brango, and dare I say Slotsroom even, all process in minutes. The amount of money I’ve put into this casino and it’s sister sites is ridiculous. Royal Ace although was not fast either, at least paid me what I had earned. Ruby Slots has caused me not to trust or spend my daily money in any casino that resembles them.

Ruby Slots

you state in your response that everything is verified and good with my account. What’s there to get moving at this point? Really? It’s not 1980, processing my withdrawal takes minutes. You sir, are also part of the stalling. You see installing and enabling crypto on your site is a mutual beneficial option. It’s not supposed to be beneficial to you only. You accept crypto in minutes, but don’t payout in minutes. This is one sided. What is the benefit for the player to use crypto at your casino? At this point in time, there is none.

There’s been some activity on my account. Since I played through my play through and bonus amount, I don’t understand why they are taking $587 from my winnings. Bitcoin withdrawal is free. This is dated a day ago, and there’s no proof on blockchain of it being sent.

Ok now I’m getting no response from this as well. It seems the clock is riding out on a Friday. Shocker!

Thank you Robin for providing additional information. Based on your description it seemed like the casino blocked you because of using a different device (which may have been playing in the casino as well - that's why I asked those questions). Also please note that we also have a processing time and as you've sent us multiple e-mails, we had to run through it. I'll now forward your complaint to my collegue Andrej who will be assissting you from now on in your case.

Wish you best luck.

Regards,

Nick

Casino.guru

I’ve only ever used my iPhone to play in the casino. Where are you getting this stuff? I don’t even own a computer. The casino blocked me from using a different device?! How convenient, I have only ever used my iPhone to play at casino. I don’t even know where the casino is located. This Bitcoin scam of how it’s the fastest payout is a joke. It’s a faster payout for the casino only. Players have to pay to use Bitcoin, there is absolutely not one reason to use at casinos like Ruby Slots. So great, pass me to the next "guru". I’m sure it’ll all get censored out because in the end your just a PR group for the shady dealings of some casinos, pretending to fighting for what’s right for the players. So thanks, Nick, for filtering my responses, accusing me of false accusations ( like playing from a different device, and btw I didn’t sign a clause to only play from one device), and passing the buck of to some other casino worker to do the job you pretend to do for multiple players. Just bc a company has terms and conditions, doesn’t mean that they are ethical. I’ve been an ICU nurse for almost 20 years. I’m rather good, hell I’m a f*** saint at being an advocate for patients. Seems like casino players need an advocate from SOME casinos, and websites pretending to give a shit about players, or having a clue to what's right or wrong. American was built on others using pain to profit, no shock that people like you make a living for scamming people. Don’t you dare make up lies about me and throw me to the next dead soul. Keep it classy Guru, deuces ✌️

Dear Robin,

I read through your complaint as well as the forwarded e-mail and I understand the situation. I’ll try my best to resolve the issue as soon as possible.

Dear Nick and Ruby Slots,

Has any progress been made in regards to the issue?

Andrej,

Thank you for responding! Most casinos with these tactics, at least payout after manager approval, and withdrawal of the bonus from your winnings, pay within a day or two. There is no reason to stall Bitcoin approved withdrawal, other than just to be difficult. I want to thank Ruby Slots for educating me on what casinos are worthy Bitcoin deposits. The group that owns this and many casinos, successfully ran these casinos’ reputations into the ground. Rebranding with new names was the first sign of no intention of practicing ethical business practices. It’s impossible to find any good reviews online. What a shameful legacy to leave your heirs. I’d rather live in poverty than to work for or own anything to do with this casino group. I understand strict rules, I’m a veteran, and actually like structure. Implementation of the use of Bitcoin or any cryptocurrency, requires both parties to benefit from new age currency. This group however, only cares about its benefits and future. Many thanks to this group for being the shiniest example on the internet, of what not to be. We can never excel, until we know what we don’t want to be. Andrej, I’d appreciate you not doing the same song and dance of time stalling with responses of , "is there any progress?". Be the progress, or you always have the option of keeping your response private with just the truth. I’m sorry to seem harsh, but every response I actually do get, just sickens me. They are just fluff with no action. Have a great week, I’m sure no response to follow for days.

Hey all,

I got an approval on the withdrawal last week and should be able to get payment out shortly (perhaps Friday by the looks of things), let us know when it arrives Rgaymon45.

Best wishes,

Nick and Ruby Slots

Thank you, Nick and Ruby Slots, for letting us know. I’m extending the timer by 7 days. Please let us know once the payment has been sent to rgaymon45’s account.

And thank you, rgaymon45, for your input. Please understand that the main objective here is to make sure the issue at hand is resolved within a reasonable timeframe, not to add unnecessary criticisms.

We agree that once a player’s account has been verified, a simple transaction, such as a withdrawal via Bitcoin that has already been approved should be processed almost instantly, but please understand that there are reasons why processing even such a simple transaction can be delayed on the casino’s end. In case this would prove to be a recurring theme, we would address the issue. That being said, for now, our recommendation to Ruby Slots Casino is to consider improving the processing speed of Bitcoin withdrawals.

Unnecessary criticisms?!?! Ruby Slots is known for this tactic. Most review sites have them black listed. Well at least you admitted they are not utilizing fair practice with Bitcoin. A brand new casino can claim Covid has slowed process due to lack of employees. A casino that’s been around since 2008 or 2009 with more than 5 other casinos in its multi million dollar empire, can not. The software equipped to handle the transaction was utilized when they accepted their Bitcoin payment in minutes. It’s funny how the withdrawal team is the only team lacking manpower to run efficiently. Instead of worrying about how the casino looks from my commentary, you should of been asking why is Friday the day and not today for payout? What info gave the casino the idea that payout is looking like Friday? Is the a list of some many payouts ahead of me, that they are backed up til Friday? If that’s the case, then they must have a time that my payout is batched in. What info is being used that the casino knows there will be no payout til Friday. What a laugh 😂

I’m a Covid ICU travel nurse. It’s mighty grand that a casino is using Covid demands to cover their shady practices. I know all about Covid demands, shortages, and filling body bags, and telling families who haven’t seen their deceased family that they’ve expired. How dare you Ruby Slots use demands from Covid to explain your unethical practices. You want to target USA players for patrons, then try conducting yourself to USA ethical practices.

Well I’m truly amazed, Ruby Slots just paid my Coinbase account. Thank you Andrej! I appreciate you handling these situations that involve very pissed off people like me. Have a great weekend!

Greetings Rgaymon45,

Happy to hear the transfer arrived safely.

Best,

Nick and Ruby Slots

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

And thank you, rgaymon45, for your patience and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. 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.

Best regards,

Andrej, Casino.guru