Ruby Slots Casino - Povlačenje igrača je odloženo i komplikovano.

Hi,

Rubyslot keep asking me for same screenshot over and over again even though i have sent it multiple times.

Here is their last email:

Dear Hoshing 

I hope this email find you well,

Here is Curtis Reed from Casino chat support

Regarding the payment details, at this moment , I see you still are required to provide your Proof of Wallet Provider (Screenshot) showing the address and account holder name for payout purposes 

You can send it to: documents@rubyslotsmail.com

Please ensure that you contact us within a few minutes of submitting it, so we can follow up promptly. 

For further and faster assistance, contact us through the live chat.

We are available 24/7!

Kind regards,

Curtis Reed

All my other documents are accepted and verified but they keep asking for screnshot of my wallet address and name also address which i have sent so many times now already everytime i talk to them in support and sho these screenshots they tell me to email it to them.

I also explain that it is impossible to get these two screenshots in 1 single screenshot as they are on two different pages on the website of the exchange where i have my wallet.

I will attach the screenshots here so you can see for yourself that

the required information is there.

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.

Stay safe.

Dear hoshy,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Do I understand correctly that verifying your wallet seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Yes,

All the other documents are approved and verified.

We are just going in circles with this last document.

They keep asking me for same document over and over again.

I even show the prinstcreens to live support,

Explaining in detail here is the requested information why do you keep asking me for it agin?

And they look at the document says Great send it to the email and come back with a new case number.

I have not done this multiple times without getting anywhere.

I will forward the email conversations so that you can see for yourself.

I already received confirmation emails as well that says:

We are pleased to inform you that they were reviewed and verified and

your documents are complete.

Thank you

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi,

I have sent the emails to given email address

Dear hoshy

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, Samuel (samuel.s@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,

Kristina

Dear hoshy,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Ruby Slots Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Ruby Slots Casino,

Please provide detailed information regarding the player’s issue. In particular, we kindly request clarification on the reasons for the delay in the wallet verification process.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Greetings all,

I had a look and was able to locate your screenshots at the registered email address hoshy. I have submitted the ticket directly to our documents department for review. Please bear in mind that many folks are using up the last of the vacation days before year's end (myself included). That said, hopefully we have some further information or movement shortly.

Best wishes,

Nick and Ruby

Dear Nick,

Thank you for confirming that the player’s documents have been forwarded to your documents department for review.

At this stage, I would kindly ask for a status update regarding the wallet verification process and an estimated timeframe for when we can expect further progress.

Thank you in advance for your cooperation.

Greetings all,

The documentation was reviewed shortly after my previous statement. Bitcoin is now available as a withdrawal method. At this time there are no requested withdrawals, just an account balance. We have taken this as far as it can go on our end.

Best wishes,

Nick and Ruby

Dear Nick and Ruby Team,

Thank you for your update and for confirming that the wallet verification has been completed and Bitcoin is now available as a withdrawal method. I appreciate your prompt handling of this matter.

Hoshy, as you intend to proceed with a withdrawal, please keep me informed on the status of the withdrawal and your current account balance so I can monitor that everything is progressing smoothly.

Thank you both for your cooperation and assistance.

Hí,

I just requested a withdrawal of 2500$ which is maximum per transaction with BTC.

Now my account balance is 17.703$ left on my account.

Thank you casino.guru for sollowing this process.

Dear hoshy,

We're glad to hear that your issue has been resolved. We'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.

Best regards,

Samuel

Casino Guru

Dear Ruby Slots Casino Team,

We have reopened this complaint at the player’s request, as the player claims that no withdrawal has been received so far.

To clarify the situation and move the case forward, we kindly ask you to confirm the current status of the player’s withdrawal(s). Specifically, please provide:

• Whether any withdrawals have already been processed or paid out
• If yes, the payment method, date, amount, and transaction/reference ID
• If not, the reason for the delay and the expected timeframe for completion

If available, please also attach any relevant evidence (payment confirmations, transaction logs, or internal records) supporting your statement.

Thank you for your cooperation. We look forward to your clarification so we can properly assess the case.

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,

Happy New Year! I had a look and the requested withdrawal (1x $2500) was approved on the 29th of December, while I was on holiday and within the timeframes listed in the terms and conditions of the casino. It would have been scheduled to go out on its own within the next few days via Bitcoin but I have gone ahead and sent it for express disbursal with our payouts team. Hopefully the transaction will be completed shortly, if not the next few hours the next few days depending on current staff levels after New Year.

Best wishes,

Nick and Ruby

I have still not received any money and crypto is instant.

I have now received the first withdrawal from Ruby slots.

I requested a second one.

I hope Ruby slot will continue to do what is correct and keep paying out my winnings until it is complete,

Even if this case will be closed as resolved.

Thank you casino.guru for bringing justice.

Dear hoshy,

Thank you for the update and for letting us know that the first withdrawal has now been received. I’m glad to hear that it went through.

I would also like to thank Ruby Slots Casino for their prompt handling of the payouts and their cooperation in this complaint. Please keep us informed regarding your second withdrawal once it is processed — we will continue to monitor the situation to ensure that all remaining payments are completed correctly.

Wishing you and everyone involved a Happy New Year! 🎉

Thank you,

casino.guru and happy new years to you as well

Dear hoshy,

Thank you for the update.

Could you please let us know how things are currently progressing with your withdrawals? Once you have any new information or receive the next payment, feel free to update the thread so we can follow the situation accordingly.

Greetings all,

I'll do what I can to keep things moving for you hoshy, however I would highly recommend requesting the full amount you intend to withdraw rather than leaving the funds in your playable balance. If you choose to play the funds instead there is no issue cancelling them, but the requested withdrawal time frames begin from the time of withdrawal request, not the time of the win. These withdrawals should (in theory) go out on their own without intervention, but first they need to be requested to be withdrawn. By you.

Best wishes,

Nick and Ruby

Sure i would love to receive the full amount in one withdrawal but your casino only allow 2500$ as maximum withdrawal amount on BTC.

Hello Everyone,

Thank you, Ruby Slots Casino, for the update and for your continued support in resolving this complaint. Your cooperation is greatly appreciated.

Dear hoshy, I have a few questions to better understand the current situation:

• Since $2,500 is the maximum per BTC transaction, would it be possible for you to submit multiple withdrawal requests to cover your full balance?
• While this complaint is still open, are you continuing to play on the account?
• Has your balance changed since the original disputed amount you reported when opening this complaint?

Your answers will help us monitor the case and ensure all remaining funds are handled correctly.

Hi,

I think Rubyslot can answer the question about multiple withdawals better than me,

If it is possible or not.

The amount was 20203$ when i started this complaint since then i have only received 1 withdrawal of 2450€in BTC and i still have 1 more pending withdrawal of 2500€ in btc which i have not received yet.

My balance on my account at their casino is now 15203$ exluded the 2500€in pending withdrawal.

Thank you

Hello everyone,

thank you for the update, hoshy, and for clearly summarizing the current status of your balance and withdrawals.

To move this case forward and avoid any further misunderstandings, I would kindly ask Ruby Slots Casino to clarify the following points for all parties:

• whether the player is able to submit multiple BTC withdrawal requests in parallel, given the $2,500 per-transaction limit,
• the current status and expected processing timeframe of the pending €2,500 BTC withdrawal, and
• whether there are any restrictions or conditions affecting the withdrawal of the remaining balance of approximately $15,203.

Once this is clarified, we will be able to better monitor the progress and determine the next steps toward resolving the complaint.

Thank you for your cooperation.

Greetings all,

To summarize the direct bullet points requested:

-whether the player is able to submit multiple BTC withdrawal requests in parallel, given the $2,500 per-transaction limit: absolutely they can and should, immediately if possible.

-the current status and expected processing timeframe of the pending €2,500 BTC withdrawal: the requested withdrawal was reviewed and approved for payment well ahead of schedule (per the terms and conditions) and then expedited to our 3rd party payment providers for payout via Bitcoin. These funds should arrive in the coming business days (if not today) depending on the limits of the payment provider.

-whether there are any restrictions or conditions affecting the withdrawal of the remaining balance of approximately $15,203: this is the domain of the "approvals" department. This department individually reviews each requested withdrawal for validity. I don't see any issue here, but I am not the ultimate authority on such things.

It is best practice to always request the full amount that you would like to withdraw as soon as possible (in increments of $2500 which is the maximum allowable for a single payout). The only limit to how many can be requested (in maximum increments of $2500) is dictated by the balance in the casino account. These (maximum $2500) payments will then be reviewed for approval and if eligible for withdrawal, paid out one at a time (in maximum increments of $2500).

The most important bit here: Until a withdrawal is requested it is assumed that the funds are still in play. Currently there is nothing to do in this account and once an additional request is made it will be some time before the requested withdrawal is considered "delayed." Per the terms and conditions of the casino the "approval" time frame is 7-10 business days from the date of request with physical payment to our 3rd party payment providers following 7-10 business days after this.

After this time has elapsed then we need to look into the system and see why things aren't moving along and assist where and if possible.

Currently we just have a bunch of money in a casino account which does not constitute delayed withdrawals (as no withdrawals are currently requested).

I have made an exception in this case once already, the last requested withdrawal was approved by special request and payment is being expedited via Bitcoin, both well ahead of standard time frames.

But unless a withdrawal is requested by the player it cannot be considered "delayed." My suggestion (once again) in this case hoshy is to request all of the funds you want to withdraw so that the casino is aware these funds are intended for withdrawal.

Then we can begin the withdrawal process on them (one at a time, of course). Until such time as they are requested and have exceeded the time frames for approval review or payment (7-10 business days each) we have no issue here.

By all appearances on the casino end, this complaint is resolved. The process should happen organically within the set time frames moving forward. If it does not then we can revisit the situation at that time.

I hope this fully clarifies the current situation.

Best wishes,

Nick and Ruby

Hi Thanks for the clarification Rubyslots,

I have now as adviced requested withdrawals on full amount in multiple withdrawals.

I have not yet received the withdrawal that states approved in the screenshot.

A quick question as well.

Why are we as players paying for the transaction fee for withdrawals?

When depositing to your casino we always pay for the fee for the transaction to go through to your casino.

In this case my last fee for 1 single withdrawal was 50usd.

In this case it i have 9 withdrawals which means i will pay 450usd just in fees to receive my winnings.

Hello everyone,

Thank you, hoshy, for the update and for following the casino’s instructions regarding multiple withdrawals. I understand your concern regarding the transaction fees for each withdrawal.

Ruby Slots Casino, could you please clarify why players are required to pay the transaction fees for withdrawals? The player notes that with multiple withdrawals this could add up to a significant amount, and we would like to understand whether these fees are standard practice or if there is an alternative solution.

In the meantime, hoshy, please keep me informed if there are any delays or complications with receiving your funds. I will assist if any issues arise during the payout process.

Thank you both for your cooperation.

I have now received my second withdrawal and got a new email about next pending withdrawal.

Which it says take 7-10 days to receive.

Greetings all,

In answer to the above question, all financial transactions (incoming and outgoing) are processed through 3rd party payment providers. These 3rd parties dictate a number of things including the amounts, frequency, and incurred fees per transaction as mentioned in the terms and conditions of the casino. The best method of withdrawal in terms of fees and efficiency is Bitcoin, since we are already withdrawing using Bitcoin in this situation there is no way to improve anything here I'm afraid.

Best wishes,

Nick and Ruby

Hello hoshy,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okey,

I am still waiting for my third withdrawal to arrive

Hello hoshy,

thank you for your patience, I’m back now.

Could you please let me know if there have been any updates on your side and whether the next withdrawal has already arrived?

Thank you.

Hi,

I have only received 3 withdrawals of 2500$ each.

a toal of 7500$ but when i look at my pending transactions there is only 10230$ in pending withdrawals.

My total sum was 20203$ in wihtdrawal.

Have i missed 1 payment of 2500$ or?

Hello everyone,

thank you for the update, hoshy.

Nick, could you please review the information provided by the player and clarify the current status of the withdrawals? Specifically, we would appreciate confirmation of the total amount already paid out, the remaining pending balance, and whether any withdrawal is currently missing or delayed.

Hey all!

There is indeed an approved withdrawal that has not been disbursed as yet. I have now requested it for express payment however in terms of the internal administration, these withdrawal requests are fairly new as they were only requested recently once I asked you to do so hoshy. This account from outward appearance is way ahead of schedule per the terms of the casino.

I can see that payout is moving along nicely, entirely on its own now. I have been expediting the payout once I see it approved but there is no reason to believe that things will not continue to come through entirely organically within the stated time frames for the casino.

It would be my suggestion that now that we have eliminated the bottleneck and have things functioning properly, perhaps we can close this complaint as resolved. There are no longer any "delayed" withdrawal requests.

We can definitely reopen the complaint if the casino for some reason ceases to honour payment per the established time frames.

Just a suggestion, it is entirely up to you guys. I am the optimistic sort and would like to think that we have fixed this! 🙂

Best wishes,

Nick and Ruby

So the remaining amount to be paid out is 12.730$.

Hello everyone,

thank you for the update and the clarification.

hoshy, since the remaining balance of $12,730 is confirmed and the withdrawals now appear to be progressing within the casino’s stated timeframes, I’d like to suggest closing this complaint as resolved for the moment.

Of course, if any further delays occur or a payment does not arrive as expected, the complaint can be reopened at any time, and we will continue assisting you.

Please let me know if you’re comfortable with this approach or if you’d prefer to keep the complaint open a bit longer.

Hey all!

Currently there is $10,203 pending approval, an additional payment (the unreleased approved withdrawal of $2500 referred to above) was made today and is confirmed delivered on Blockchain.

Best wishes,

Nick and Ruby

Hi,

i have now received a total of 4 withdrawals.

All request of a sum of 2500$ each.

there is 10230$ left to be received.

Thank you

Hello everyone,

thank you, hoshy, for the update. I’ll keep the complaint open and monitor the remaining $10,230.

Thank you, Ruby Slots Casino, for your update and for helping with this complaint.

Thank you!

Hello everyone,

I’m just checking in due to the timer.

hoshy, could you please let me know if there has been any progress since your last update and whether you’ve received any additional withdrawals, or if the remaining balance is still pending?

Thank you, I’ll continue to follow the case based on your update.

Can rubyslot please present the transactions done to my wallet thanks.

Please show which transactions are already done and what is left.

Thank you

Hello everyone,

thank you, hoshy, for the update.

Ruby Slots Casino, could you please provide a clear overview of the withdrawals that have already been completed and confirm which transactions are still pending, including the corresponding amounts? This should help clarify the current status for everyone involved.

Thank you. I’ll wait for your response and continue monitoring the case.

Greetings all,

Simplified:

$11,250 has been paid via Bitcoin and confirmed delivered in Blockchain (4x $2500 1x $1250).

$1250 is approved and headed to payout via Bitcoin in the coming business days.

$7703 is left requested for withdrawal and pending review for approval.

Hopefully this clarifies things, if there is any difference in the payments you have received hoshy (aside from the removal of associated transfer fees as discussed) you should IMMEDIATELY contact the casino service department and change your Bitcoin wallet address (before additional payments go out to the address currently on file). All funds are being sent to the wallet address you have provided, and all have been confirmed delivered in Blockchain.

Best wishes,

Nick and Ruby

Can you please share the transaction detils so that i can compare and make sure i have received all payments as well,

You could either type the amount and date or send me the transaction link to the blockchain.

Regards!

Hello hoshy,

thank you for the update and for keeping us informed.

Ruby Slots Casino, could you please provide the transaction details requested by hoshy, either as the amounts with dates or as links to the blockchain transactions, so the player can verify that all payments have been received correctly.

Thank you both for your cooperation.

Hello everyone,

Hoshy, thanks for the update and for keeping us informed. I also want to thank Ruby Slots Casino for providing the payout details.

Please let us know once the remaining payment arrives so we can confirm everything is settled and close this complaint.

Yes i have received the payment but not of the amount that i withdrew 2500$,

As we can clearly see in these transactions is that I pay a fee of 40$ per transaction just to receive my money.

Is that fair?

The costumer pays for the fee when depositing and withdrawing?

Why did you devide my last withdral into two withdrawals of 1250$ instead of 1 withdrawal of 2500$ as usual?

This made me pay two fees of 40$ each when i requested my withdrawal as usual of 2500$.

Hello everyone,

thank you, Hoshy, for your message and for sharing your concerns. I understand your questions regarding the fees and the split of your withdrawal.

Ruby Slots Casino, could you please respond directly in this thread to clarify:

1. Why the last withdrawal of $2,500 was split into two separate transactions of $1,250 each.
2. How the fees are applied for deposits and withdrawals, and whether the player should expect the same charges for a single large withdrawal versus multiple smaller ones.

Hoshy, just to note, the casino’s fees are listed on their website in the banking section, but we will ask them to explain the reasoning here so you have a clear answer.

Looking forward to the casino’s clarification so we can resolve this fully.

Greetings all,

The "split" we see here is due to the 3rd party payment providers "velocity limit", when there are more payouts than they can handle they request we split the requested withdrawals into two pieces. This means the player gets at least a portion of their requested withdrawal in time, the 3rd party is not kind enough to waive the transaction fee unfortunately. As this is a priority situation I have been pushing things through as rapidly as possible, sometimes that means a bit of a compromise as we see here. Hopefully the last approvals are the last time we see this as it doesn't happen often (luckily), and word has it the "velocity" crunch is letting up.

Hopefully this clarifies things. No promises but hopefully everything else gets approved normally, if not then at least you understand the reasons behind it.

Best wishes,

Nick and Ruby

Hello everyone,

thanks Nick for the explanation regarding the split withdrawals and fees – much appreciated.

Hoshy, I hope this clears things up. Can you confirm that you understand the situation? Please let me know once all your withdrawals have been fully processed so I can close this complaint.

Hi Nick,

Does the third party also take a fee when i costumers makes their deposits toyour casino?

For example if a costumer deposits 100$ in BTC to your casino and the balance shows 100$,

does this mean that your casino adds funds from their own pocket into my balance since your third party takes theri fee directly from the transaction?

Also this does not feel like a priority situation since i have been waiting and still waiting for my money over 6months goin on now.

So i think i have actually comprimised enough.

Here you can see the transactions you sent me earlier.

As you can see here clearly i did not receive the amount i withdrew at all.

So when Nick says i need to comprimise a litte i do not think it is justified.

The end result of this simple withdrawl is that i loose about between 500-700$ in only transaction fees and i have been waiting for more than 6months to receive my winnings.

Is this fair?

Your casino dont comprimise when receiving deposits they are instant aswell no matter the sum.

Why would your costumer have to go through all this and give up a large sum of money in fees and you think it is totally okey for them to comprimise.

Hello everyone,

thank you, Ruby Slots Casino, for the detailed explanation provided earlier regarding the split withdrawals and associated fees – it is appreciated.

Hoshy, I would also like to thank you for your response. However, since there has been no further follow-up from your side regarding the status of your withdrawals, and based on the information available, it appears that your main issue has already been addressed and clarified.

Regarding your questions about fees, I have reviewed the casino’s website, including their Terms and Conditions as well as the Banking section, where these aspects are generally explained, including how third-party providers may apply transaction fees.

At this stage, as there is no indication of an unresolved issue that we could further assist with, I will proceed with closing this complaint.

If you encounter any new issues in the future, please feel free to open a new complaint and we will be happy to assist.

Thank you both for your cooperation.