Rufus Casino - Player’s having difficulties withdrawing his winnings.

I along with numerous others of depositing punters never read the staking rules the 30% maximum of depoist. So I deposited £20 played blackjack got to the £100 minimum withdrawal amount. I requested withdrawal only to learn that I breached the rules had winnings confiscated and depoist returned to my account.

I asked them to close the account which they have done and requested a refund. The difficulty is getting them to accept ID is laughable. Sent countless emails got to the point now where they have accepted address verification and ID verification but they wont as of 20.06.20 accept bank statement or debit card details saying they are not clear.

So I'm now at the stage that I feel I have to make a complaint. Sent email to complaints dept Friday just gone and today 20th June 20 as again they rejected bank statements and debit cards details.

They want the iban no and bic no together with full statement on 1 page. I have explained numerous times that the online document doesn't provide one statement with all that information on it. It seems to be falling on deaf ears countless times I have told them this.

There is no email for the complaints department and no clear access to independent ombudsman to make a complaint about this service.

There is a small written statement in terms and conditions but it appears to be just lip service and only way to access is via email support section.

The actual gaming platform played well I have no issues about the game play. My issue is the difficulty in getting them to accept documents for verification purposes.

They surely have a independent complaints commission that gamblers can access but no clear structure around accessibility to this department anywhere within the terms and conditions.

I know it's only £20 but I ain't letting this go it's the principle.

So my advice to people about this site is get the ID verified before playing in addition I cannot see any postive feedback about withdrawals about rufus casino so punters please be careful.

Additional information from other submitted complaints:

'I like to give every online casino a fair crack of the whip. Anyway submitted a complaint yesterday 20th June 2020. I'm having issues getting documents verified.

I've sent utility bill, passport, debit card front and back and bank statements. These have been sent multiple times.

Countless number of times rejected we are now at the point where all sent documents have been verified expect for the bank statement.

They keep saying it's not clear and they want the iban no and bic no on one sheet. I have struggled to provide the statement giving the information all on one sheet.

Today 21.06.20 I received another email saying that bank statement not approved. The statement clearly shows my name account no and sort code. It also corresponds to the debit card details previously approved but still rejected.

So I accessed online chat spoke to Elijah. He suggested screenshot landscape which is what I have done. The iban no bic no account name now all appears on one sheet. So I sent this via chat to Elijah so he could confirm that it was clear. Elijah confirmed it was clear but he had no authority to verify the document.

So as of 21.06.20 19.14 pm I'm still waiting for the final stages of confirmation of send documents.

I then did go on to have a chat with Elijah about the scandalous reviews about the company he was employed by. He said he was aware of the reviews and was hoping they'd be resolved soon.

Gamblers gotta to be aware of this site Rufus casino. They make it incredibly difficult to process a withdrawal.

Additional no clear way on how to access the complaints dept or to contact the licensing authority which to me is a bit suspect.

I know the amount is only nominal it's not the amount it's the principle and I will continue to pursue the withdrawal and access the complaints procedure until I'm satisfied that they are listening.'

'Update 22.06.20 all documents have now been verified they are sending payment via bank wire transfer. I had an email of them today saying that only the non playing deposit would be refunded whatever the hell that means I dont know.

I have repeatedly asked them who regulates the casino still no answer provide and emailed them today to find out the amount they are refunding. Will update when payment comes through. This issue has been on going since the 14.06.20'

Dear Adrian,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. From what I’ve found out this casino operates without a license, but it seems that you are close to resolving this issue.

I will keep this complaint open until you receive your money. Please, keep me updated via this thread, because this is the easiest and quickest way of communication.

Thank you very much.

Best regards,

Kristina

Today date 29th of June 2020. Still waiting for refund last correspondence I had from Rufus was an email saying that refund was sent back to card. Prior to this they said it was sent via wire transfer. Normally payments inbound take 2 days 14th of June I requested refund 21st of June they said they send it and today is the 29th of June.

Raised dispute with my bank. I have email saying that they will refund the deposited amount and a second email saying that they sent refund then a 3rd email asking me if I got refund then a 4th email saying they will action a review with the payment team.

So I have emailed them today saying they have to end of banking day to sort it or I'll raise a dispute with my bank. So no doubt that dispute will be raised tomorrow.

They do respond but it takes days to get a reply.

It's only £20 it's not the amount it's the principle.

Will keep guru updated.

Thank you Louie191, I will wait for your next update.

Dispute raised with bank today 30th of June. I have to wait 15 days from the date they issued refund 21.06.20 so that takes it to 6th of July 2020.

I have all email correspondence from them promising a refund so dont think the dispute will be an issue.

Shocking to think that 2020 you have a online gambling site that appears to be a total scam.

Dear Louie191, thank you for letting me know. If you don't receive your money within a week, we will try our best to get in touch with the casino to find out what is going on. Thank you for your patience.

I've had a payment come into my account but I dont know if it's from Rufus casino. I've asked them to confirm what details will appear on my bank statement. I've checked deposits to them and it dont match the refund given so cant say for definite that it's from Rufus as I'm expecting additional refunds.

I've emailed support asking them to confirm so waiting for a response. Date is 3rd of July 2020 19.34pm.

Adrian S****

Does the amount of received money match with the amount of your deposit you wanted back?

No its £17._60 £2.40 less.

Louie191, the difference is most likely caused by the exchange rates (this casino operates only in euros, today 20 GBP is around 18 EUR) or/and international transaction fees.

Yes agreed you can close case it just may appear that they are more prompt in payment than Cacao Casino.

Dear Louie191

I am glad to hear that your issue got resolved. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Kristina