HomeComplaintsRuby Vegas Casino - The player's verification is delayed.

Ruby Vegas Casino - The player's verification is delayed.

Amount: €2,600

Ruby Vegas Casino
Safety Index:Above average
Submitted: 20 Sep 2022 | Case closed : 11 Oct 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player's verification is delayed for less than 2 weeks. The complaint was closed as the player stopped responding.

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2 years ago
Translation

I've been put off for over 1.5 weeks, with verification that supposedly takes 48 hours and since last week I've requested 2 withdrawals, according to the casino this also takes 48 hours but I already requested the withdrawal last week. You are always put off by email that the finance department takes so long even though I am fully verified.

Automatic translation:
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2 years ago

Hello Timo85,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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2 years ago
Translation

I've been waiting for both payments since September 13, 2022, although everything has already been verified filefile

Automatic translation:
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2 years ago

Hello Timo85,

Please be sure to give the casino at least an additional week as it usually takes 2 weeks to fully process a withdrawal. Meanwhile, keep us updated.

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2 years ago
Translation

Casino has now sent an email saying it will take between 3 and 7 days to appear in the account

Automatic translation:
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2 years ago

Hello Timo85,

As the recommended time frame has passed, can you please update us? Did you receive the money?

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2 years ago

Dear Timo85,

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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2 years ago

The complaint will be now closed for the above mentioned reason.

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