Ruby Vegas Casino - Player believes that their withdrawal has been delayed.

hello I have 3 withdrawals pending for 1 week on ruby ​​vegas casino (screenshoots pending withdrawals) while I deposited by jeton wallet (screenshoot deposit section) and withdrawn by jeton wallet and I did not get a bonus but just had free spins without betting conditions which go immediately into the real balance as a mark in the 3 promotions (screenshoots) and I obviously played my deposit (screenshoot bet history) and in the chat it's always the same thing as they inform relevant team but nothing has been done my kyc is already checked for many months (screenshoots) and it smells like a scam because in their rules withdrawals are approved in 48 hours thank you for forcing them to pay my winnings and for putting this dishonest casino on a blacklist to prevent other players from being made scam thank you very much for your help best regards ps 3 other screenshoots in the other chat of guru just after (Maximum number of attachments exceeded)

Dear michaelo,

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

hello this is the 3 others screenshoots because maximum number of attachments exceeded) best regards

hello the casino has just found a pretext today that I abused free spins while free spins are subject to no rotation as it is marked in their rules for free spins promotions that I had played my deposit so they decided to cancell my 3 withdrawals of total 244.12€ and refund all the deposit before these 3 withdrawals and the 2nd problem is that I had made 3 withdrawals in total of 244.12€ for 190 euros of deposits but they refund me in my balance only 150 euros of deposit instead of 190 euros of deposits that i had done (screenshoots) thank you for intervening for that I be refund in least the 40 euros missing deposits (that they purposely did not refund...) please thank you for your help here are the screenshoots of my pending withdrawals finally canceled on August 12 and the screenshoot of my balance at 150 euros instead of 190 euros and their email in French

hello so i have been refunded my totally deposit of 190 euros but they have removed my 54.12 euros of benefits at the free spins so in their promotion the free spins had not condition just to play the deposit and i had played all the deposits to the roulette but they said it was an abuse of bonuses when I didn't get a bonus but free spins and I took risks at roulette by playing half my deposit each time on red and l the other half passed (between 19 and 36) I send you proof of their promotions for my deposits that there were no conditions issued and that it was not an additional bonus but free spins without wagering conditions but they have found an excuse not to pay my profit of 54.12 at the free spins and refund only the deposit because it bothered them that I didn't lose... they also closed my account today thank you for your help to help me to recover my 54.12 euros in profits from the confiscated free spins and then they pay me the 54.12 euros on my usual jeton wallet account please thank you best regards

Thank you very much, michaelo, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello michaelo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ruby Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Ruby Vegas Casino,

Can you please provide further information regarding the confiscation of the player's winnings and the return of the deposits?

Kind regards,

Adam

Hi Casino Guru,

We need some more time for a proper investigation of this case, can you please extend the deadline for an answer?

Kind regards

Ruby Vegas team

Hello Ruby Vegas Casino,

We will extend the timer for an additional 7 days.

Kind regards,

Adam

hello Adam thank you very much to hve tryed to help me with this scam casino who pretends to offer free spins with attractive conditions and who, in the event of a win, only reimburses the deposits and closes the player's account best regards

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Casino Guru team,

Thank you for reaching to us.  

We have reviewed it from our end and we can confirm that the casino management decided to close this account and void the winnings as per this clause from the terms and conditions: 

" 1.18 Bonuses offered by Ruby Vegas are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse, Ruby Vegas reserves the right to cancel, suspend or lock any player account found guilty of abuse as well as void/revoke any pending gaming activity and refund the original deposit. Ruby Vegas can also decide at its own discretion to ban any player from participating in Ruby Vegas’s promotions for a definite or indefinite period of time as decided by Ruby Vegas’s management "  

The missing 40 EUR that the player claimed was not refunded from his deposits, was indeed refunded to his balance on the account on 13.08.2023 at 07.42 UTC.

The same day the player requested the withdrawal of 40 EUR at 13.08.2023 at 13.56 UTC and the withdrawal was approved at 13.08.2023 at 16.14.  

The second pending withdrawal of 150 EUR was processed at the same time 13.08.2023 16.14 UTC. 

I believe all the monies referred to on this complaint have been paid out to the player, and the reason of closure cleared out on this response.

We consider this case solved and closed on our end.

Kind regards,

RubyVegas team

hello in the promotions of ruby casino that i have played it was not forced to play to the slots (screenshoot more up in my answer 2 weeks ago) and so i have played to the roulette with each time the halph on the red and the other halph between 19 and 36 so i have not make abuses of free spins and any way this promotion of free spins was free to play where i want like it was writing in the conditions of the promotions i have played (scrreenshoot more up in my answer 2 weeks ago) so i want ruby casino pays my benefits of 54.12 euros on my account jeton wallet because i have not make a abuse of bonus and in plus it's very not normal my account was closed just after the refund of my deposits it's a shame cdly

Hello Ruby Vegas Casino,

Thank you for your response, are you able to please explain specifically what the player did to cause the winnings to be confiscated? "Bonus abuse" could mean a lot of things, can you provide more details and supporting evidence? You can contact me by email if you would prefer (adam.m@casino.guru).

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear michaelo,

I have still received no further response from the casino, but have now attempted to contact them via Skype in the hope that we can find a resolution to the matter.

I will therefore extend the timer one final time, if there is still no response the complaint will be closed as previously mentioned.

Kind regards,

Adam

Dear michaelo,

I have spoken to the casino and they have expressed that they do not wish to provide us with any further information regarding the reasons for confiscating your balance. Consequently, we are left with no choice but to close the complaint as "unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam