I withdrew, but never received. Ruby support told me it was paid, after several trips to the bank, and them telling me defintly no payment sitting in my bank rubyfortune finally said there was a number missing from account. Then they asked me to again verify my account, which I did and then I did not hear back or receive payment. Recently they told me that they will need me to confirm I will pay 50GBP to cover the fee for the payments team to request a recall of the transfer from the bank, which I don't understand why I should be paying this. However I agreed as long as they could confirm it would come out of my $400nz and they can guarantee payment, I have not heard back since.

Dear krystalkford, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with casino customer support regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Dear krystalkford,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.