Ruby Slots Casino - Povlačenje igrača je odloženo i komplikovano.

Hi,

Rubyslot keep asking me for same screenshot over and over again even though i have sent it multiple times.

Here is their last email:

Dear Hoshing 

I hope this email find you well,

Here is Curtis Reed from Casino chat support

Regarding the payment details, at this moment , I see you still are required to provide your Proof of Wallet Provider (Screenshot) showing the address and account holder name for payout purposes 

You can send it to: [email protected]

Please ensure that you contact us within a few minutes of submitting it, so we can follow up promptly. 

For further and faster assistance, contact us through the live chat.

We are available 24/7!

Kind regards,

Curtis Reed

All my other documents are accepted and verified but they keep asking for screnshot of my wallet address and name also address which i have sent so many times now already everytime i talk to them in support and sho these screenshots they tell me to email it to them.

I also explain that it is impossible to get these two screenshots in 1 single screenshot as they are on two different pages on the website of the exchange where i have my wallet.

I will attach the screenshots here so you can see for yourself that

the required information is there.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear hoshy,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Do I understand correctly that verifying your wallet seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Yes,

All the other documents are approved and verified.

We are just going in circles with this last document.

They keep asking me for same document over and over again.

I even show the prinstcreens to live support,

Explaining in detail here is the requested information why do you keep asking me for it agin?

And they look at the document says Great send it to the email and come back with a new case number.

I have not done this multiple times without getting anywhere.

I will forward the email conversations so that you can see for yourself.

I already received confirmation emails as well that says:

We are pleased to inform you that they were reviewed and verified and

your documents are complete.

Thank you

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi,

I have sent the emails to given email address

Dear hoshy

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear hoshy,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Ruby Slots Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Ruby Slots Casino,

Please provide detailed information regarding the player’s issue. In particular, we kindly request clarification on the reasons for the delay in the wallet verification process.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Greetings all,

I had a look and was able to locate your screenshots at the registered email address hoshy. I have submitted the ticket directly to our documents department for review. Please bear in mind that many folks are using up the last of the vacation days before year's end (myself included). That said, hopefully we have some further information or movement shortly.

Best wishes,

Nick and Ruby