The player from Germany faced repeated requests for KYC documentation despite having submitted it multiple times. Additionally, he encountered issues with a non-functional KYC link provided by the casino. The Complaints Team extended the response time to allow him to provide further information, but ultimately, the complaint was closed due to his lack of response to inquiries and reminders. The team remained available to assist should he choose to reopen the complaint in the future.
Ruby Vegas Casino - Player's withdrawal is delayed due to KYC issues.
Closed
Our verdict
Player stopped responding
Amount: €100
Ruby Vegas Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
Hi. I've already sent everything they requested several times. They keep asking for KYC, even though I've already submitted it multiple times. On top of that, they send a KYC link that doesn't work when clicked! Pure crap!!! Please help me.
Automatic translation:
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Vegas Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain which documents the casino accepted and which documents the casino requested again?
- When was the last time you were in contact with the casino regarding the verification issue?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Dear Mephan83,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
