Ruby Slots Casino - Тегленето на играча е забавено.

I have been trying for months to get my money out from my account but we are just going in circles everytime.

They ask me to verify my crypto wallet which i do and everytime when i asked if i am verified now they ask for same documentation when i tell them that i already sent it they tell me that they forwarded the information to another department and ask me to wait.

I have waited for more than 6months now.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

Yes i started my verification in august last year and got verified in september after that they keep asking for a screenshot of my wallet and wallet address constantly which i have provided them multiple times but they keep asking for the same document.

I can forward all communication with the casino that i have on email

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Thank you very much for your patience and cooperation.

I sent the emails to [email protected]

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, Martina ([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,

Attila

Dear jimtran1983,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Ruby Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Greetings all,

I tried to have a look and see what's what but the provided email address isn't attached to an account in the casino system. Get casino.guru your username (login) or registered email address jimtran1983 and they will pass it on to me, then I can review the account and see if there is something I can do to assist!

Best wishes,

Nick and Ruby

Could you please send your email address here?

I will mark it as sensitive, so only we and the casino representative will be able to see it.

Thank you very much in advance.

Hey all!

I had another look, but still the same result. I need a valid username or the email address that is registered with the casino to see if I can help here.

The provided email address (the same provided previously) is not registered in the casino system, as you can see.

Best wishes,

Nick and Ruby

Hey jimtran!

Those communications are all from last year my friend, they need a recent confirmation and it was indeed possible you had provided one from a different email address considering our issues here. But a crypto address can quickly change, and if the funds are sent to an address you no longer have access to then often those funds can be lost to the ether. They also (due to some issues with certain wallet providers) require confirmation of the wallet provider and they do not have that information on file for you.

So, if you wouldn't mind sending that wallet address via your registered email account (as well as the wallet provider) I will inform them that it is there and they can review it then (hopefully) note it as confirmed in your account. Once that is complete we can move forward here, but until there is a current and approved method of payout on file the requested withdrawal will continue to be denied and that's no fun for anyone! 🙂

Best wishes,

Nick and Ruby

What is going on?

Dear Ruby Slots Casino Team,

please let us know, if the money transfer to player´s wallet have been successful. Thank you very much in advance

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Your Bitcoin wallet details have been updated in the account and everything should be good to go, however the withdrawal itself has not been requested since that time. The funds are sitting in the playable balance. If you could re-request the withdrawal we can hopefully move ahead here jimtran1983.

Apologies on slow response time, my mother has flown in and we are traveling quite a bit with the kids and extended family (more exhausting than staying home for me!). I am still working, obviously but not every day. Everyone's patience is greatly appreciated.

Best wishes,

Nick and Ruby

I just requested another withdrawal hopefully this one will be successful after waiting for more than 6 months.

Great!

Dear jimtran1983

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Thank you Martina,

I have yet not received anything when I do i will let you know

Dear jimtran1983,

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.

Hi Martina,

No they have not sent me anything.

They have not even looked at it and I requested it almost two weeks ago.

Dear Ruby Slots Casino,

I would like an update on player´s withdrawal request.

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Greetings all,

Looks like things should be solid in the account now, not certain why it hasn't at least been reviewed for approval. Let me see if I can't get that moving.

I am technically on holiday right now (until the 24th) but have some working days here and there just to attend to such things. Your patience and understanding is much appreciated.

Best wishes,

Nick and Ruby

I received this email 1 hour ago

Greetings all!

I am camping with my kids in the Carpathian Mountains yet through the miracle of technology still able to work today. 😀🙁

Had a look and this was paid in full 6 days ago, let us know you got the cash jimtran!

Best wishes,

Nick and Ruby

Thank you Ruby Slots Casino Team, for the good news!

Dear jimtran1983

At this point the payment should have already reached you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Yes i received it after almost a year waiting.

Thank you Casino.guru!!

Dear jimtran1983

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.