Ruby Slots Casino - Povlačenje igrača se zadržava.

I am filing a formal dispute against Ruby Slots Casino for withholding my $860.00 withdrawal through bad-faith verification practices that exploit my personal living situation.

Virtual Card Demand: The casino is refusing my payout unless I provide a physical photograph of the debit card used. However, I paid via a virtual, digital-only Chime Card. There is no physical card to photograph. Demanding an unmasked photograph of a digital card violates bank security guidelines and exposes me to severe fraud risks.

Document Exclusion: I currently reside in transitional housing (a motel). I have provided my official cell phone bill and my official bank statements. The casino has flatly rejected my bank statement and cell phone bill, while offering absolutely zero alternative verification pathways for individuals without traditional utility bills in their name.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino's customer support to explain your situation regarding the digital card? If so, have they provided you with any guidance on how you can verify this payment method?
• Have you used any other payment methods to deposit funds into this casino?
• Could you please specify whether you submitted the motel address where you are currently staying as your residential address in your casino account? Please note that the casino needs to verify that all personal information provided in the account matches the information in your documents.
• If you have any communication between you and the casino's customer support regarding the rejection of your identity documents, please forward it to me at veronika.f@casino.guru.

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

Best regards

Veronika

Hey I was actually checking me email and not checking on this site for a response from you..I have emailed you with the attachments that I was able to provide to rubyslots..

Also I should of answered your questions in my last response,.

I did give ruby slots the motel address. I spoke with customer service multiple times and each time I had to explain the same thing..I was completely ignored until the second before last attempt in which i was told that they were going to escalate the case and try to find a resolution... yet, when I contacted them again the last time, it seemed like they were just giving me an automated response saying the exact same with with no resolution or giving me any confirmation that my situation was even re considered for my funds withdrawal

Dear Oktpt

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,

Veronika

Dear Oktpt,

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.

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,

I had a chance to review but it appears the main issue is not the documentation (which is important, of course and standard industry wide. A copy of the card was one issue, but also proof of address still remaining to be verified) it is the fact that we were unable to collect the winning deposit. It was rejected by your bank when our 3rd party payment providers tried to collect.

This, unfortunately renders any subsequent withdrawal requests invalid. We credit deposits immediately to keep the fun going, however for player safety deposits go through the same 3rd party process as withdrawals. This takes a bit of time so we don't know if the deposit is valid for a bit. In this case I'm afraid it wasn't.

The account was closed not due to the invalid withdrawal request, nor the uncollected deposit. It was closed due to abuse of the service staff on your part Oktpt.

Having said all of this there is a possibility, however remote that the 3rd party payment provider was incorrect and the deposit did actually go through. No promises here, but if you have a bank statement Oktpt which can show us that the deposit was completed on your end, at the right time, for the right amount, with the proper descriptor listed in your deposit history, I might be able to turn this whole thing around. Please send the bank statement directly to casino.guru so they can review it as well. They (I am certain) will be happy to forward it to me and I can take the necessary steps to attempt to reverse the situation.

Hopefully this clarifies the situation.

Best wishes,

Nick and Ruby Slots

Ruby casino after looking at my transaction history I do not see a deposit..but I am confused because that was my balance after I thought I sent the money . I had my deposit money on my game. In that exact amount.but cannot see it on my history..so if you can just tell me how I ended up with the the money on there to play so I can better understand what happened

Dear Oktpt,

as the casino explained:

"We credit deposits immediately to keep the fun going, however for player safety deposits go through the same 3rd party process as withdrawals. This takes a bit of time so we don't know if the deposit is valid for a bit. In this case I'm afraid it wasn't."

Based on the available evidence, and given that the deposit was ultimately not successfully completed and does not appear in your deposit history, we are unfortunately forced to close this complaint as rejected. The casino's actions appear to be in accordance with the Terms and Conditions you accepted upon registration.

I am sorry that this situation occurred and that we were unable to achieve a more favorable outcome for you.

If you experience any issues with this or any other casino in the future, please do not hesitate to contact us. We will be happy to assist you.