RubyFortune Casino - Player’s account has been blocked.

Hello I have complaint against the caisno .. they lose my account and I got the email from them that my self exclusion is applied ... I open my account yesterday and made few deposits yesterday and today as well .. but till I was loosing they didn't say anything as soon as I starting winning they close my account and send me email that my self exclusion is applied .. but I never applied for selfexclusion .. so plz help me here to get my money back

Thanks I will be waiting

Dear sunnykuk81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

As wat I remember I never selfexclude my self from ruby fortune but I don't remember from there sister company ..

Because wen I went to live chat I ask them y they close my account as soon as I start winning .. they told me my account was previously closed due to gambling addiction .. but I ask them that's fine if ur system detect this y ur system didn't detect the same thing wen I was keep depositing and loosing y ur system only detect wen I start winning they told me some one will get back to me in a week

Because right away I got the email from jackpot casino as well that on my request my self exclusion is applied but I remember I had account once 5 years ago at jackpot casino but I still didn't remember that I self exclude from that casino or not and now wen I check i got to know jackpot casino is sister company of ruby fortune

Let me know if anything else

Thank you, sunnykuk81, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?

Hello petronela my email ID used here is s****k***2@gmail.com and user ID is sunnykuk70 on ruby fortune

And I will send u the live chat screen shot .. they just told me some one will be contacted me in 7 days now it's been more then 7 days already

Dear sunnykuk81,

Thank you very much for your reply. Unfortunately, I must inform you that casinos from this group do not wish to cooperate with us on resolving any complaints due to their strict GDPR rules. My only suggestion would be to cooperate fully with the casino and try to solve the issue with their Complaints Team complaints@playersupportcenter.com.

Another possibility would be contacting their official ADR (Alternative Dispute Resolution) Kahnawake Gaming commission complaints@gamingcommission.ca. Please let me know if you need any assistance in filing the official complaint. I wish I could be of more help. 

Sure thanks .. I got there email I can forward you .. I got little confuse here .. I think they wanna sent me my money in the account plz check that but I don't know were to send the email to them for my direct deposit form because wen I try to send them on the same email it bounce back .. can u plz check I am forwarding you the email

Thanks

Thank you for the email. I have tried to find a different email address on the website but only live chat was available. If you do not find any other contact than the one provided already

(rubyfortune@rubyfortune-email.com), please try the live chat again and keep me informed. Looking forward to hearing from you.

Sure I wen to live chat yesterday the gave me one email .. so I email them on that but let's see if they reply I am waiting .. will keep u posted

I just email them the one u gave me it's bounce back ..

So I will waiting on the email I sent them yesterday and keep u posted

Thanks for the reply

Hello sunnykuk81,

Have there been any developments since our last conversation, please? 

No nothing they don't reply for my emails can u plz tell me were I can complaint for them

Hello petronella I got the email

A Today from casino that they will reactivate my account on 14th sep and if I want I can withdrawal my funds thanks for help and keep asking me wats going on in my case thanks

Thank you for letting me know. Please keep me informed about any further developments.

Sure I will

Hello sunnykuk81,

Have there been any developments since our last conversation, please? 

Yes sorry forgot to tell u they reopen my account .. so u can close this complaint for now thanks for ur help

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sunnykuk81, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru