I had deposited and won $750 at this casino. I did everything that was asked I had sent all my personal information and picture Id to them. I had chatted with someone 2 days ago about my withdrawal and ask them why was I not able to log on they said it was due to maintainance and that i should try back later but also said that someone will get in touch with me.well i did log on to see if my withdrawal was still there and it was.I tried logging back in today and my access was denied and my withdrawal was null. I did the online chat first rep told me my access was denied at that casino and i ask for an explaination but then they got off and then someone else got on, and then they got off, then another came in then said the same thing, and also told me to email this help sie. I dont know im kind of fustrated. My document was verified land updated and the only thing that was needed was the payout info which i sent, and also the bank that im with do accept International checks, so i dont understand what other problems i had but aint coincidence that this is after trying to get my money i won.

Dear Alicia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly, that your account isn’t accessible, and your winnings were confiscated? Did you receive any valid explanation from the casino?

Is there any relevant communication between you and the casino that you could forward me? My email address is [email protected]

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Additional information from the player:

"Hey Kristina that still dont make since, how was my winnings confiscated, in that case that should of been said from the beginning.I won that money fairly. I deposited before I played a bonus, they asked for documents for verification I sent that, it was verified and updated. Next thing they were waiting on was my Payout info, I sent that through then I was denied access after that. I ask for an explaination, they wouldnt tell me why, which that was not right. This is the first time i ever deposited with them.I still dont understand how can I confiscate knowing that im giving them my personal information, using my bank card toward their casino. They really could at least give me my deposit back at least.I am really hurt by how they did me.Also I wanted to say thank you for getting back in touch with me"

Thank you very much Alicia for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply directly to this thread in the future. This is the quickest and easiest way for us to communicate. Thank you for understanding.

I havent had a response since the last email i sent them, im still waiting

Dear Alicia,

I looked at your complaint and will do my best to help you. I would like to ask Ruby Slots Casino to join this case and find a common solution for this complaint. I would like to ask you for explanation of whole situation and also if you could provide player's game history to my email address: [email protected]

I did get a response back from the casino.A person from the courtesy dept had emailed me about my withdrawal and had apologize to me.They said to send the payout info and later they emailed me back and said it was approved. Now just waiting to see if i do receive a check, hopefully it will come, I hope.

Hello Juli, Kristina, and Alicia,

I reviewed this case at the beginning of the week. The initial holdup was involving activity in a sister casino that triggered an automated global suspension across our system. I spoke with our head of security, explained the situation and had your account reactivated.

As soon as we had an active account I had my man Osman reach out to you and acquire the necessary details for payout so we could move forward. We now have your payout details on file and I've had the withdrawal request reviewed and approved for you.

The next step is to get you paid. Check is your withdrawal method of choice, not the fastest method available but we can work with it for sure.

The funds are now escalated for priority payment, they should go out to our 3rd party shortly. Standard delivery time is 3-10 business days once payment has left the casino.

Apologies for the delay on this but it appears we are now on the right track. Once the check has been cut, issued, and available for delivery you will receive tracking information via email. When you receive it please deposit it directly into your bank account.

Keep us posted!

Best wishes,

Nick and Ruby Slots

Hello Alicia,

Please, update us when funds are received. Thank you in advance.

Hello Alicia,

Is there any news regarding your complaint?

No, Im srill waiting on my check. I havent received it yet

Hello Nick and and Ruby Slots,

Can you specify where is the problem with player’s withdrawal, please? I will set the timer for 7 days so the Casino can provide a statement.

They said that the check was already sent but i have not received it yet, then they had ask for my payout info again and i told them that i already gave that information and i also told them it was a check not bank wire. So i will wait this week to see if i receive it if not then they said that i need to send a copy of my bank statement 8/07/20 til now showing proof that it was not deposited.

Hey Juli, Kristina, and Alicia,

Check has never been the fastest method of withdrawal, we always recommend wire transfer (or Bitcoin!) whenever possible and especially when things are time sensitive.

Add to that the current situation globally and the logistics of a physical check, I can say definitively the funds were indeed paid out by the casino to our 3rd party on the 7th of August. As a rule we are looking at 3-10 business days on delivery but that can vary, my best suggestion would just be patience. Today would be business day 10 from the date of payout, hopefully it won't be much longer however that is now in the hands of the 3rd party and the courier service.

Best wishes,

Nick and Ruby Slots

Thanks for the feedback. I will wait patiently. I would of did a wire transfer but they said they dont accept my 2 banks that i bank with so thats why i did a check

Dear Alicia,

Please, update us when funds are received. Thank you in advance.

Dear Alicia,

We are extending the timer by 7 days. Please let us know if you received the funds.

Thanks.

Yes im very happy today, I have receive it today at 11:37am. Thank u all so much for helping me, love u all. Thank u thank u thank u

Dear Alicia,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.