Ruby Slots Casino - Výběr hráče byl zpožděn.

I made a deposit in Ruby Slots with a bonus (Lunch330 5x Play through) attached on October 29, 2020 for $50. I deposited another $34 shortly after without a bonus attached.

I was playing the Plentiful Treasures game Only, and played for 1.5 days until I’d met play through requirements of 5x by checking my profile while playing. 

I was lucky enough to hit the Minor Jackpot for $1,000 along with a bonus round that hit for $1,190.33. My balance was well over $2500, then I played down to $2200, and requested a withdrawal next day October 30th, 2020. My original withdrawal request was in the amount of $2,200 bitcoin, withdrawal #3146054. On October 31st, 2020 I emailed support I wanted to proceed with withdrawal and was told someone would reach out in 3 days. I waited patiently and did not log into my account for 4 days to discover that my withdrawal is still pending and not a single customer service rep has reached out. 

I do see my withdrawal request on the Cashier/Withdrawal page as of today, 11/5/20 which still shows pending. I feel I’ve been patient throughout this process only to receive emails with support ticket #’s and no real person from withdrawal team will reach out after I’ve sent numerous requests & follow up emails to help@rubyslots.com and info@casinocustomersupport.com As instructed by automated email back with case # 7861377 (Nov 3rd). I have not been contacted again and would Really like to know what the deal is and why a Straight up Minor Jackpot win plus meeting all play through requirements is being shrugged off. My new case #7879127 on 11/5/20 was assigned. I just get a new case # every time I email and nothing happens after the fact. All verification information was previously submitted back in May 2020 and verified/accepted accordingly.

Please help, and attend to your loyal customer base Ruby Slots team, it really should not be this hard to receive support from anyone much less a member of the cash out team like their own Terms & Conditions read. 

Dear Lynn Richard,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal request in this casino? Do I understand correctly that before completing wagering requirements you have deposited again? What was the reason? How much was your active balance when you’ve deposited again?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Thank you in advance for your reply.

Best regards,

Petronela

I have been previously verified by Ruby Slots back in May 2020 and Did receive a withdrawal from Ruby towards the end of May 2020. My First deposit was attached to a bonus, the 2nd deposit was made prior to meeting play through requirements because I had more funds I could play with I went ahead & deposited. It was my intention to combine the 2 deposits into one with bonus attached, but didn’t realize my available funds until after the fact. That should not have any significance since the only funds requiring play through were attached to bonus accordingly.

Hope this helps

Could you please advise if your withdrawal has been confirmed and approved by the casino? 

I received the following reply via email:

Hi Lynn

Thank you for your email. Your Bitcoin crypto address has been updated and your payment will be processed as soon as your withdrawal is approved, for further information regarding this matter, please contact Customer Service via Live Chat.

Regards,

Anne ***

Also, I’ve received a reply from another platform online that a Ruby Slots rep approved and accepted my withdrawal and will be sending it to process in 24hrs.

Dear Lynn,

I will set the timer for additional 5 days and if there’s no development by Tuesday next week, we will intervene. Let’s stay positive and wait for good news regarding your withdrawal. Thank you in advance for your patience.

My withdrawal was confirmed & paid out as of yesterday at 9am. Thank you guys for the support!

Great news. Do I have your permission to close this case as resolved, or you wish to keep it opened until you’ll receive your winnings? Thank you in advance for your reply.

Dear Lynn Richard,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.