Ruby Vegas Casino - Player's request to set a loss limit was not honored.

Hey guys,

On 23.07.22 I landed a huge Hit on rubyvegas Casino on a 20€ bet and won 100.674€.

After that, the issue with rubyvegas began.

I made a lot of withdraws on this site before and I took maximum two days (that's also the time frame they state in their T&C).

The first withdraw of daily 1.500€ limit processed fast, but every next deposit they did not process for full 11 days (on hold). At the end I manged to withdraw 15.000€ (the monthly limit). But that was needed time until 12.08.22.

On 02.08. I got a bit afraid that I will loose most of my winning because I kept playing, I am a very addictive person. So I asked the support to set a 500€ daily loss limit for my Account at 18:15 GMT+2. In the T&C the Casino writing, that a Player can Set this losslimit if wanted. I Attached the Screenshot of the T&C.

I got very fast am answer, that this request was forwarded to the relevant Departement. And then... Nothing happend for 10 days.

On 13.08.22 I sadly lost all the 85.000€ of my winnings because I kept playing and was able to loose all, even if I asked for the 500€ daily limit, as the Casino writes about in T&C.

After I lost all I wrote a claim and now, they answered instant again. They told me in the first step, that a loss limit is not even available. I said that's not acceptable since T&C says its possible.

Then I got a final decline of my claim.

"This was raised to us for review and following this review, unfortunately, we are unable to refund your losses, when you requested to put a €500.00 daily loss limit in place we have never confirmed with you that this has been actioned, furthermore, you should have had the sense of responsibility to get in touch with us when you realized that these limits have not been enforced rather than playing away your winnings. and as a result of this, we will not be able to refund the losses as requested."

I think it is not fair to put the responsibility only on me. I asked clearly for the limit, it was read and forwarded. But then they never implemented it or answered again. I strongly guess they wanted me to loose all. Before they also denied my request for a higher withdraw limit, even if T&C saying higher VIP leven would reciever higher limits. I was lvl8 of 9 on the site. So a highroll vip player.

Now they closed my account and denied the refund of losses after the limit request. I don't think on 02.08.22 I had 85k left, since my Account is closed I can't check it. So I don't know the exact dispute amount. But it should be around 40-90k

Casinos using T&C to avoid pay players if they do mistakes on it. In this case the Casino did not follow the own T&C so I feel like they should pay the price this time.

Please help me. Thanks a lot

Hello Maekz1990,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ruby Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the casino ever responded anything regarding the loss limit before you lost the money? Did you generate the win with real money or did you use a bonus? Was there any option to set the limit by your own in your casino profile?

Looking forward to your answer.

Regards,

Nick

Hey,

Could you please advise if the casino ever responded anything regarding the loss limit before you lost the money?

Yes I got an answer 2,5 hour after the request.

"Patrick (Ruby Vegas)

Aug 2, 2022, 21:15 GMT+2

Hello Max,

Thanks for reaching out to us.

Please note that I have forwarded your query to the relevant department, our colleagues will review this and get back to you as soon as possible.

Thanks for your patience and should you consider any further assistance, feel free to contact us at any moment.

Kind regards.

Patrick

RubyVegas Support."

They never answered on that case again. Only when I asked again after I lost all. Then they answered instantly again within hours:

"Patrick (Ruby Vegas)

Aug 14, 2022, 16:16 GMT+2

Hello Max,

Thank you for contacting Ruby Vegas Casino Support.

With regards to your request, please kindly note that the limits that we offer are available in your cashier, unfortunately, we do not have at the time being any loss limit, however, as it is specified on our Responsible Gambling page, we offer the following limits:

Deposit limits

Take a Break

Self-exclusion"

So in T&C they allow a loss limit (See Screenshot attached) and then they said its not possible. And in the claim decline they only say it was my responsibility.. I don't See that. I should at least recieve a comparison.

Did you generate the win with real money or did you use a bonus?

Real money. I manged to withdraw 15k of it. Would be more if they did not delay all my withdraws for 10+ days, since I interrupted 10 pending withdraws when my balance reached 0€ (One for every day for the past 10 days - each 1.500€! I always made a 1500€ withdraw daily since that was the Max daily limit)

Was there any option to set the limit by your own in your casino profile?

No, only a deposit limit or time out or a self exclusion. No loss limit as they told in their T&C.

Feel free to ask more if needed.

Hey,

I just copied the T&C part from ruby to add it in here:

"6. Responsible Gaming

6.1 The player may choose at his discretion to limit the amount that is allowed to deposit, lose and/or wager during any day period selected. If the player reaches this limit, he will not be able to deposit/place any bet until the summation of the bets, including the one that he is trying to perform, made the day in the time period selected, until the set-day limit passes."

My point is about the "lose during any day period selected" part.

Kind regards.

Max

Hello Maekz1990 and thank you for the additional information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Maekz1990,

I’m very sorry to hear about the situation. I’ll contact the casino to see if there’s anything that can be done about the issue, but kindly note that considering the circumstances, we cannot request a refund of your losses. In general, we consider the options to set limitations for the amount deposited, wagered, lost or the time spent playing within a certain time period to be an extra feature rather than a must for an online casino. I completely understand your point of view, as you were, to a certain extent, misled by the information found in the casino’s Terms and Conditions, however, considering the fact that the casino never confirmed that the limit had been applied to your account, there simply aren’t sufficient grounds to request a refund. I’m afraid that all we can do is point out the issue to warn other players.

Lastly, based on the statements you made in your initial message in this complaint thread, I would strongly advise checking the Responsible Gambling and Help for Problem Gamblers section on our website.

I would like to invite the representatives of Ruby Vegas Casino to join this conversation.

Dear casino team,

Can you please provide a statement on Maekz1990’s case?

I would like to point out that in section 6 of General Terms and Conditions, points 6.1 and 6.2 still indicate that setting a limit on the amount lost, amount wagered, and time spent playing within a certain time period is possible, despite these very clauses being the main culprit here. Needless to say, we strongly suggest adjusting or removing these clauses to avoid further confusion.

We would like to ask the casino team to reply to this complaint. We are extending the timer by 7 days.

Dear Maekz1990,

Please be informed that we managed to get in touch with a casino representative, who would like to provide a statement on your case. As additional time is needed to make that possible, I’m extending the timer by 7 days.

Hi Andrej,

Appreciate your work, thanks.

I would be grateful if RubyVegas, at least as a gesture of goodwill, offers a comparison for the issues.

1. The issue with the loss limit and

2. also the issues with my withdraws, that wasn't processed for full 10 days. T&C is telling about max. 48 hours for withdrawl approvement. I was able to interrupt 12.000€ withdrawals (8x 1500€), when my balance hit 0€, because auf the huge delay by the finance team

Looking forward to the statement.

Dear Maekz1990,

Unfortunately, the casino representative did not provide any statement and stopped responding to our messages. I completely understand your point of view, but considering the circumstances, there’s not much we can do at this point but to close your case as ‘Rejected’, as explained earlier.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.