RubyFortune Casino - Player’s struggling to complete the account verification.

Before making this complaint I read your step by step i follow all your guidelines but it's to much for me already. I follow everything the casino support wants me to submit I talked to the my bank and gigadat and submitted everything they ask me to submit but. the last thing that's impossible to provide that they are asking is "The proof of your Interac account should depict email address linked to the bank account in your full name." I already submitted an e-statement, confirmation of transaction showing my name in the email, and the email address used in the transaction. i show them also the conversation between gigadat and the bank that they don't have anything to provide in what they ask but if they will be ask for transaction verification they can answer it but they insist for me to provide something that's not available.

This is my second withdrawal that and the first one has no problem so I keep on playing on their site because I prove at my 1st winning that online casino pay. and now this is what's happening I'm losing trust anymore in playing in other sites because of this. I lost already 60k cad but for them to pay 1000cad is very hard. I have all the copies of the requirements i submitted to them and every conversation of my bank and gigadat . it's almost 1½ months I thought I could use that money for my birthday but all it gave me was stress in complying with everything they need. I also have some conversation between me and their support group, but I didn't include it anymore it's only the same redundant conversation of the requirement that they cannot give me any sample of what they are referring to so that I could ask. I just attach the latest requirements that I submitted and you decide if it's not enough to prove my identity. It's always been a delaying tactics for them.its even hard to talk and explain to their support. I really need your help...

Thanks in advance

Dear George Romeo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi,

I already send everthing that i can provide even the reply they gave me after I sent them what they needed.There's no reason for me nkt to comply but all i could do ask them and accept what they could only give me as reference.they couldn't produce something that doesn't exist.

Dear George Romeo,

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 provide all the requested documents in the best quality possible and without any delay.

Another possibility would be contacting their official ADR (Alternative Dispute Resolution) eCOGRA https://ecogra.org/forms/adr-dispute-step-1. Please let me know if you need any assistance in filing the official complaint. I wish I could be of more help. 

No worries,Thank you and I will

Please let me know when the complaint is filed. Thank you so much. Once again, I wish I could be of more help.

Dear George Romeo,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Im still trying to wait on the response of the bank I have one more option and if they will still not accept it then thats it I will just accept that I couldn't get my money anymore.

Please keep me informed, George Romeo. I wish I could be of more help.

Hello George Romeo,

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

Dear George Romeo,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi Patronela,

After hearing from the bank that it is the only documents they could give me I lose hope already that I could still get my money.If only the casino say earlier that they will not give the money then atleast I didn't spend time talking and explaining to their support and get frustrated everytime I'm gonna comply to what identification they demand and wait and still reject.talking to people they point to.I also have problems in my family and work so I have given up on them,ofcourse they will say "we will give you your money but you just submit these proof". well I cant give them miracle.but thank you for your time in helping me.I hope their business would become more prosperous.

Thank you very much, George Romeo, for your kind words.

Could you please advise if you wish to proceed with filing an official complaint with the Licensing Authority as I described earlier?

Hi Petronela,

Thank you for still keeping in touch with me eventhough I lost hope already.I really wanted to file a formal complaint.It's not about the money anymore but the stress and effort that they didn't even think of the time we give just to comply with what they ask and even though from the start you know they are looking for the documents that is impossible to get we have to show effort because our money is at stake but in the end its the same result that if feels like you are to be blamed because they think you didn't comply .I didn't even have a time to rest on my daysoff just to communicate with the persons they wanted me to talk to.My Birthday have past and hoping they will give it to me on that day so that atleast I have money to treat my family.I don't know why do they have to do it to ordinary people who just try their luck,Is their profit not yet enought or are they just to greedy to make other people lives heavy...Just by talking to their support is too stressful if you have to pass a document you can't even describe to them what you are talking about and then if you close the chat then you have to talk to other operator your problem again and again without even any knowledge of what they are answering to you.it's like everything they will answer to you are scripted they will repeat to you the same answer.I hope ruby of fortune you will be contented and just make people happy in a very small way.Even if you got all the money in the world that won't be an assurance to your salvation.Thank you casino Guru specially to Petronela for her continous help to ordinary gamblers like me.more power to your page.

Thank you very much, George Romeo, for your kind words once again. Is there anything else we could try to help you with?

Hi Petronela,

For the meantime filing a case against them is enough for me.thanks.

Thank you very much, George Romeo, for confirming that an official complaint has been filed with the Licensing Authority. I’m truly sorry that we were unable to be of more help, but hopefully, your case will be resolved to your satisfaction soon. I will close this complaint as "Waiting for Regulator Decision" and ask you kindly to keep us informed (petronela.k@casino.guru) about any further developments or outcome. Thank you in advance. 

Dear george romeo,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at petronela.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Petronela

Dear george romeo,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.