Ruby Slots Casino - Povlačenje igrača je odloženo.

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.

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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: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I sent the emails to attila.g@casino.guru

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 (martina.b@casino.guru). 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