Ruby Slots Casino - Igrački nalog je neočekivano zatvoren.

I made five deposits of $120 and one deposit of $200 between April 27 and 29, 2025, and won $3,500 using a no-rule bonus.

During the withdrawal process, I was asked to provide my ID and complete a liveliness check. I complied with both and waited for the payment.

A few days later, I checked my account and saw that the cashout had been reversed. I contacted live chat, and the representative said some documents were missing but he couldn’t reach the account team. He promised to send me an email later with the details but never followed up.

When I returned to the live chat, I was told that my account had been closed. Then the chat was disconnected.

Dear pornthip44,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Slots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please list which documents you provided to the casino during the verification process, other than your ID?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I communicated with the casino via live chat to inquire about the reason for my withdrawal being reversed. During the first chat, I was told to wait. They mentioned there was an issue with my documents but couldn’t specify what the issue was, stating that the documents department was not responding to them. They advised me to wait for an email, but I never received one.

When I contacted support a second time, I was abruptly informed that my account had been closed. Immediately after this message, the chat was ended without giving me a chance to respond or ask questions.

I opened my account on April 27, 2025, and played using the deposit bonuses offered through the cashier.

My account was blocked during a live chat session on May 2, 2025.

I only played slots, except for one occasion where I played roulette with a $50 deposit that was made without a bonus. The current $3,500 balance was won using a bonus and was entirely played on slot machines, specifically "Scuba Fishing."

For verification, I submitted my national ID and completed face verification.

Unfortunately, I have no record of the communication as it all took place via live chat, and I received no follow-up emails.

Dear pornthip44,

Could you please share with me your communication with the casino confirming that you attempted to resolve the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I apologize for the inconvenience.

Sorry, but I don't have the chat transcript, and the account is now closed. All communication with the casino took place through their live chat. I tried to resolve the issue via chat, but they simply told me they reserve the right to close my account—and then they abruptly ended the conversation.

Thank you very much, pornthip44, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, pornthip44!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Greetings all,

It appears there was an issue with account verification, I have requested further information from the requisite department and will report back when I have further information.

Best wishes,

Nick and Ruby Slots

Hey Nick, has there been any news?

Greetings Pavel,

Still waiting, hopefully it will be forthcoming shortly. Thanks to everyone for their patience and understanding.

Best,

Nick and Ruby

Greetings all,

So I reviewed the details of this situation with the head of our security department and they have reopened the casino account pending manual review (an automated trigger from our 3rd party verification software had shut it down).

We will require a bit of further documentation to move forward, specifically a selfie showing you holding your identification card pornthip44. The image must show your face, the upper half of your body, and your ID card clearly, please submit this to our documents department and let me know once you have done so.

Best wishes,

Nick and Ruby

Thank you, this is not a problem I will send it

It is done ,I sent to the following email my Passport and ID and photo holding seflie of both:

documents@rubyslotsmail.com

This is the case number of the documents sent:

You case number is 154917429 for future reference.

Greetings all,

Thanks for your cooperation pornthip44, the information was reviewed and confirmed by our security department. Your account is now eligible for withdrawal. Try withdrawing using Coindraw once again as it is the most efficient (quickest), and if you have any further issues please let me know!

Best wishes,

Nick and Ruby Slots

I did the coindraw withdrawal and I trust this issue is resolved, I trust they pay if they say so

Thank you, Nick and Ruby Slots!

Dear pornthip44,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru