Ruby Vegas Casino Review

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.

The player from France has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player was refunded their deposits and had their bonus winnings confiscated. The casino stated that the reason was due to bonus abuse, but as they would not provide us with any further details or evidence the complaint was closed as 'unresolved'.

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.

The player from Germany, after winning a substantial amount, asked the casino to apply a loss limit to his gaming account. The availability of this option was indicated by the casino's Terms and Conditions, however, the player's request was not honored. He only received an e-mail confirming that his request had been received and forwarded to the relevant department. In the following days, the player played his winnings down to zero. It wasn't until after the player complained about the situation that he was informed that the option to set a limitation on the amount lost within a certain time period was not available. Considering the fact that the player never received a confirmation that the limit had been applied to his account and the fact that at Casino Guru, we consider the option to set a loss limit to be an extra feature, rather than a must for an online casino, the complaint was closed in favor of the casino.