Dear Brandon,

Thank you very much for submitting your complaint and forwarding the relevant screenshot. I’m sorry to hear about your problem. Do I understand correctly that your winnings have been accumulated with an active bonus? Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.

Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I'm not sure. After reading hundreds upon hundreds of complaints regarding Ruby Slots taking up to 2-3 months to payout, I decided this was the best option. Also, Yes, I used a bonus, but I played ONE slots game the entire time, didn't switch or change, and followed the rules to an absolute T. The playthrough was completed (if there was one? This could have been a NO Rules bonus but I can't remember) and the withdrawal amount quadruples the bonus received on deposit. Everything checks out.

Ruby slots terms and conditions states exactly 7 days for approval of withdraws and 7-10 days for payout. After 3 weeks, it's still pending with no update or approval. I used Bitcoin as my deposit/withdraw, so banks wouldn't be holding it up. It really shouldn't be a hard withdraw to payout.

Thank you very much, Brandon, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Brandon,

I’m sorry to hear that your withdrawal seems to have been delayed. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Ruby Slots Casino to join this conversation.

Dear Ruby Slots Casino,

Could you please specify the reason why Brandon’s withdrawal has not been approved yet, and let us know when can Brandon expect some progress?

As customer support and my account history show, $1636.00 USD has been approved for withdraw to my BTC address as of this morning. I have NOT however received the money yet and do not wish to close this complaint until the money is account received by me.

Thank you, Brandon, for the update. I’m glad to hear the good news! I'm setting the timer for 7 days. We’ll wait for further updates from you. The complaint will not be closed without your confirmation that the issue has been successfully resolved.

Sounds good.

Why does it say waiting for me to reply when I was already the last person to reply?

Dear Brandon,

The timer was set as ‘Waiting for the player’s reply’ because we are expecting an update from you. Don't worry, it’s a standard procedure. Even if you didn't reply in the set time frame, we would extend the timer by additional 7 days.

The transaction was completed 25 minutes ago. Thank you everyone ??

Thank you, Brandon, for the update and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. 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.

Best regards,

Andrej, www.kpvfaw.com