The player from Austria made a deposit from a joint account. At first, the casino considered it to be a third-party deposit and confiscated her winnings. The player, however, provided documentation proving that she was the rightful owner of the account and the connected payment method she used. The casino decided to pay the player. At this time, an issue related to the casino's bonus policy arose. The casino applies its maximum cash out rule for bonus play at the time withdrawals of such winnings are being processed instead of at the time the wagering requirement is met. In this case, the player's balance at the time she completed the wagering requirement exceeded the amount she would have been eligible for by multiple. This means that it's highly likely that she would not have accumulated such a substantial amount if it wasn't for the extra funds present in her account. Considering the circumstances, we closed the player's complaint as 'Rejected' and only left a recommendation for the casino on how to improve in this regard.
Ruby Vegas Casino - Player's winnings were confiscated.
Amount: €26,000
Ruby Vegas Casino
Safety Index:Above averageOther
REJECTED
Case summary
Good day,
won 26000€ and the money was canceled. I have a joint account with my partner and they claim that I used his account. I also spoke to Live Chat and they say: Thanks for waiting for me Natalia. Please note that it is not allowed to make deposits using third-party payment methods, for this reason your winnings have been voided. Your account has been closed by management decision and it is not possible to reopen it at this time. I know the terms and conditions and have not violated it. I only have this account with my life partner.
Dear Naty91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you are a legitimate owner of the bank account and that you can prove it?
Have you discussed with the casino using a joint account before you made any deposit?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
Hello,
I sent all the documents to her email address. LG
Thank you for your reply, Naty91. Could you please forward me any evidence confirming that you are one of the owners of the account?
Hello,
I'm currently on holiday over Easter and will be back next week on Friday. Then I will send you the documents.
LG
Good evening,
I have sent you an email to your email address.
LG
Thank you for the email. Unfortunately, the screenshot only proves that there are two cards issued for the same bank account and not that two people are account owners. Could you please provide another proof?
Hello,
I have sent you the documents to your email address.
Best regards
I apologize, but this still only proves that there have been two bank cards issued for one bank account, not that you both are legitimate owners of the bank account. Having a card that you can use doesn't automatically make you an owner of the bank account. Your bank should be able to issue a document confirming all account owners.
I went to my bank yesterday and they sent the confirmation to my home by post. Should come in the next few days, and after that I'll pass it on to you.
Do you want me to send the letter to the casino or do you send it?
I believe that the best option for you is to communicate directly with the casino, explain the situation and provide the document. We usually step into the conversation or start a further investigation if the player doesn't find the solution with the casino.
I will keep this complaint open, so please, let me know if there is anything new.
Dear Naty91,
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.
I forwarded the letter from my bank to the casino and they said they would look into it.
Hello, I sent the confirmation from my bank and sent my ID and proof of address and after that I got an email that the verification is positive. Just chatted with the casino and asked when I would get the €26,000 paid out. The lady in the chat tells me that the winnings have been voided.
Did the casino confiscate the entire balance? Did you receive any explanation? Please, forward all the relevant communication to kristina.s@casino.guru. Alternatively, you can post it here.
Hello, yes the casino confiscated all the funds. I only got the first deposit of €90 back into my account.
Thank you very much, Naty91, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@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.
Dear Naty91,
I’m sorry to hear about your negative experience. I’ll contact the casino to see if I can help.
I would like to invite the representatives of Ruby Vegas Casino to join this conversation.
Dear casino team,
Could you please explain your point of view? Is there any doubt that Naty91 is a legitimate owner of the bank account and the linked payment method she used to deposit to her gaming account?
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,
they will not also report within the 7 days because they are scammers. I have already spoken to my lawyer and he is going to sue the casino. I have legal protection anyway and I don't really care how long it will take, but they don't just come the way they imagine. I won't let them fool me.
Dear Naty91,
Please be informed that we still haven’t received a response from the casino, however, I tried contacting the casino team via alternative means. I’m therefore extending the timer by seven days one more time.
In the meantime, please keep us posted on any updates.
Dear Naty91,
We managed to get in touch with one of the representatives of RubyVegas and are currently awaiting their statement on your case.
As the contact was established with a delay, we’re extending the timer by seven days one more time to allow the casino team to review your case.
Thank you for your understanding.
I'm still waiting for the 7 days and if there is no response from the casino, then I will involve my lawyer. I've been to the attorney and he's waiting for me to give him clearance to file the lawsuit against Ruby Vegas.
LG Naty
Hi all,
Our verifications team will be contacting the player to request some documents to continue with the investigation of this case.
Thank you
Thank you all for the replies.
Dear Naty91,
Please let us know if you’ve been reached out to by the casino team and/or if you have any questions. For the time being, my general recommendation is to comply with all requirements the casino team might have until the verification procedure is completed.
I’m setting the timer for seven days.
Dear Naty91,
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.
Hello, I have sent all documentation to RubyVegas and it seems it is still in progress. LG
Hello,
It's been 12 days since I sent my documents and I still haven't received a reply. I have now sent an email to RubyVegas and have given them 48 hours to decide whether I will receive my prize or not. If not, I will involve my lawyer on Thursday morning, July 13th, 2023 and he should file the lawsuit against RubyVegas. The bank has confirmed that I am also the owner of the account I deposited at RubyVegas, I don't understand what else to check. LG Naty
Thank you, Naty91, for the updates.
Dear Ruby Vegas Casino team,
Could you please comment and specify the expected timeline for progress in this matter? Is there any reason why Naty91 hasn’t received a response to her e-mail?
I’m setting the timer for seven days.
Hello Andrey,
now RubyVesgas claims I opened multiple accounts. If so, why didn't you say so at the outset and why did I send my paperwork for verification. They're just looking for a reason not to pay out the winnings. In the beginning I deposited from another person's account, I proved that to them. Now come on I opened multiple accounts. When it comes to depositing it is not a problem, but when you win something you don't want to cash out and try all ways.
the casino wrote me this:
Hello Natalia
thank you for your reply.
Please note that your winnings will not be processed. Your winnings have been canceled due to a breach of terms and conditions, namely creating multiple accounts at our casino. You have already been informed of this by our payments department. Your initial deposit of 90 euros was refunded on 05/19/2023 via bank transfer. Please note that this decision is final and cannot be reviewed again.
Please contact us if you need further assistance.
Best regards
steve
Ruby Vegas Casino
Dear Casino Guru,
After careful consideration and investigation of the case, and after verifying the documents sent by the player, we agree that this card belongs to a joint account.
We have also realized that the winnings generated by the player come from a 1st deposit bonus. According to terms and conditions, winnings from bonus funds are subject to 10x original deposit to withdraw:
1.26 There is a maximum amount of money won with the help of any given bonus unless otherwise stated that can be withdrawn. This amount equals ten (x10) times the original deposit made to claim the bonus.
So in this case, the withdrawable winnings are 900 euros. Taking into consideration that we already refunded the original 90 euro deposit, we will be wiring the player 810 euros that will be on the player's account between 3-5 days as per banking timeframes.
Kind regards,
Ruby Vegas
Hello, I played with the first deposit bonus and I also wagered it 45 times and then I continued to play with real money and then I won the €26,000. I can also prove it because I took a screenshot and you can see that the cash balance says €26,000 and the bonus balance says €0.00. If desired, I can upload the screenshot here.
LG Naty
Thank you all for the replies.
Dear casino team,
Could you please state the amount Naty91 won from the first deposit bonus? Do I understand correctly that the deposit bonus Naty91 claimed came with a maximum cashout that is not applied right after the wagering requirement is met, but rather at the time a player requests withdrawal?
Naty91, feel free to forward any relevant information or evidence to andrej.p@casino.guru.
Thank you in advance.
We will wait for the casino’s response. I’m setting the timer for seven days.
Andrej,
As per your questions, with the initial deposit of 90 euros, the player generated 4050 euros winnings.
And yes you do understand correctly that there was a maximum cash out: The player was entitled to 10x maximum pay out however since she didn’t initiate the withdrawal she rolled over winnings that were not claimable. As you may understand, it is not possible to pay winnings from these funds. You can check it on our terms and conditions here:
1.26 There is a maximum amount of money won with the help of any given bonus unless otherwise stated that can be withdrawn. This amount equals ten (x10) times the original deposit made to claim the bonus.
These winnings have been sent to the player already as you can see on the previous answer to this thread.
Kind regards,
Ruby Vegas team
Thank you, Ruby Vegas Casino team, for clarifying.
First of all, I’d like to point out that the maximum cash out condition being applied at the time a player requests a withdrawal of winnings from a bonus rather than right after meeting the wagering requirement is not the best solution. Especially because, as we can see, it can cause confusion.
Ruby Vegas Casino team, may I ask what would have happened in case Naty91 had a balance of less than 10x her initial deposit at the time she completed the wagering requirement, continued playing, and increased her balance to more than 10x her initial deposit? Would she still be only allowed to withdraw the amount equal to the maximum cash out from the bonus or would an exception be made in that case, since the only difference would have been that the player would not have withdrawn her winnings and redeposited before continuing playing?
Nonetheless, in this case, it’s important to note that Naty91, since the amount that she won from the bonus was a multiple of more than 4x that she would have been allowed to withdraw, it’s safe to say that the likelihood that her game style would be the same and that she would have accumulated such a substantial amount is quite low.
Naty91, please understand that thanks to the fact that the casino doesn’t apply its maximum cash out rule for bonuses right after players complete the wagering requirement of bonuses, you basically only accumulated the amount thanks to having funds in your account that you were not eligible to withdraw, thus, technically, gained an unintended advantage. This is definitely not an ideal setting for bonuses in an online casino, but in this case, considering the circumstances, the application of the maximum cash out condition cannot be considered unfair, Due to these reasons, this complaint will be rejected.
With that being said, our recommendation for Ruby Vegas Casino team, to ensure transparency and player safety, and reduce the risk of confusion, is to reconsider their bonus policies, and to apply the maximum cash out condition at the time players complete wagering requirements. If this is not a viable route, we strongly advise making proper efforts to inform/warn players about the way the condition is applied. Ideally, by a pop-up warning shown to players right after they finish the wagering requirement. The least that could be done in this regard is including the condition in the specific Terms & Conditions of all offers this relates to and/or in another way ensure that players are properly informed players about the condition before or after they claim bonuses.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.
Dear Naty91,
We haven’t received any additional information from the casino team.
As previously explained, we believe that the way RubyVegas Casino applies its maximum cash out rule for bonus play is definitely not the best way as it can result in the situations described above. For that reason, we assess each case individually.
In your case, it’s clear that after you wagered the bonus, you were left with a relatively substantial amount in your account balance, which exceeded your eligible winnings by a multiple. On this basis, it’s safe to say that the extra balance in your account gave you an advantage. Simply put, it’s highly likely that without the extra funds in your account (which were subject to the maximum cash out rule), you would have not played the same way and accumulated the amount you’re disputing.
With that being said, considering the circumstances, due to the aforementioned reasons, we’re left with no option but to reject your complaint.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
