RubyFortune Casino - Player has been asked to provide documents for additional account verification.

Over two weeks ago I requested my withdrawal.

Since then they have asked for proof of card ownership. I have sent in pictures of my card proving ownership and a bank statement with IBAN and account number on.

Chat then requested a stamped letter head from my bank proving ownership? This is ridiculous as I have sent the card pictures in and my posted bank statement. My bank has confirmed they do not offer this service and also all branches are closed due to Coronavirus.

The casino has put through withdrawals no issues before and I have proven the card is mine.

Dear Claire,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Are you an exclusive owner of the bank account? Lastly, how long ago your account was verified previously? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Claire,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

What are you talking about? I emailed this to the casino and I copied in kristina.a@casinoguru on June 12th????

sorry

Dear Claire,

I have checked with my colleague Kristína and she didn’t receive any email from you. If there’s any relevant communication, please forward it to petronela.k@casino.guru and please try to answer my previous questions. Thank you very much in advance. 

Dear Claire,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.