The player from Germany had reported a problem with Rubyvegas, where a one cent bonus deposit had allegedly resulted in the loss of her balance of €1163. The casino support had linked the lost balance to the cancellation of said bonus. The player's account had not been verified at the time of the complaint. The player had sent her deposit history and betting history to the complaints team. The casino team had informed our team that the player had forfeited the bonus herself, leading to the voiding of all funds connected to the bonus, as per their terms and conditions. Later, the casino team had returned a specific amount to the player's casino balance, which she had used. As no further response was received from the player, we had to reject the complaint.
Ruby Vegas Casino - Player's winnings were confiscated due to a bonus issue.
Amount: €1,163
Ruby Vegas Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Dear Sir/Madam,
At Rubyvegas, they simply pushed 1 cent bonus into my account - the turnover condition was stated as 0.01€/0.00€, which doesn't make any sense in itself. I refreshed the page with my balance, and suddenly everything was gone and the support claimed that I had cancelled the bonus and since my balance was tied to it, I lost 1163€. I've never used a bonus that was tied to turnover conditions. They also didn't want to tell me where the one cent came from.
Hello ninapopina,
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 your account is already verified and if yes, since when exactly? Is the bonus the casino added to you visible anywhere in your betting history? When was the last time you spoke to the casino and what was it about?
If possible, please forward your deposit, bonus and betting history to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
Dear ninapopina,
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.
Dear Nikolas,
I'm not verified yet, but doing it isn't a problem, I can do it at any time. Should I do that before continuing here?
The bonus is not visible in the betting history and, as I said, I did not play a bonus that is linked to sales conditions.
The last time I spoke to Rubyvegas was on August 23, 2023 and it was about real money being deleted unjustifiably.
I have sent my deposit history to the email address above. There are over 70 pages of bets, sending so many screenshots would be a bit much. How many recent games should I send?
Kind regards and thank you for the help.
Dear ninapopina,
Isn't it possible to download the betting history from the site? If not, bets from a few days before the casino removed your balance would be great.
Hello,
I don't think you can download the betting history, but I've already sent screenshots via email. I can also ask support whether it is possible to download it.
Kind regards and thank you again.
Hello ninapopina,
If it's not possible you can still request it from the casino. I will be also forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on. Please forward any additional conversation with the casino or relevant proof to his e-mail.
Wish you best luck resolving it.
Regards,
Nick
Hello ninapopina,
I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Ruby Vegas Casino to join the conversation.
Dear Ruby Vegas Casino,
Can you please provide more information on why were the player's winnings voided?
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 ninapopina,
I've managed to get in contact with the casino team and am awaiting further information or any evidence to better understand the whole situation.
We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.
Dear ninapopina,
I have received information from Ruby Vegas team, that you have forfeited/canceled the bonus yourself. When a player forfeits/cancels a bonus all the funds connected to the bonus are usually voided as well. Every bonus has its own terms and conditions. Ruby Casino has this stated in its bonus T&Cs
I am still awaiting further information from the casino team to better understand the whole situation, but they indicated that they will recredit a certain amount to your casino balance. I assume you will be informed of this via email.
Dear Ninapopina,
I've been informed by the casino team that a specific amount has been returned to your casino balance, and you've already made use of it. It appears that you have accepted this resolution. Can we conclude that the matter has been resolved?
Dear ninapopina,
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.
Dear ninapopina,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
