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Dear Belinda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the casino has a right to close any account without further explanation. Could you please advise if your account has been verified in the past? Which payment method you have used to deposit funds into your account and what was the amount of your deposit? Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to receive a refund of your deposit as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi I deposited funds via debit card, this casino is not allowed to operate in Australia as I know no, I have been mislead. My winnings were from deposited funds. I was told I would be refunded as per transcript and now nothing, yes my account was verified

Thank you for your help I am a single mother supporting my kids alone I just want my money back I have suffered anxiety and stress from all of this which has caused me not to work some days I just want this to be over and my money refunded

Thank you, Belinda, for your reply. One more thing please, could you clarify how much is the requested refund of your deposits and confirm that you’ve been waiting for it since 3rd of June 2020?

Furthermore, why do you believe that the casino is not allowed to operate in Australia?

Yes I believe it's not legally allowed to operate.$6700 deposited and to be refunded

Dear Belinda,

I have checked terms and conditions for restricted jurisdictions, and this is what I found https://chatwindow.info/terms/countries-group-1.pdf:

As you can see, there are no imposed limitations for the players from Australia.

Could you please confirm that you’ve been waiting for your refund since 3rd of June 2020? Thank you. 

Hi as per the conversation with a staff member at rubyslots in my original email I was to be refunded in full and I have not received any money in my bank account

that is what comes up if I log in from australia

Thank you very much, Belinda, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Belinda.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Greetings Petronela, Jozef, and Belinda,

After a thorough review I alone (without the extended tools of the security department) was capable of finding 43 active accounts in Ruby alone (hundreds within our network) opened for the purpose of cashing in on what is cumulatively thousands of dollars worth of free welcome chips.

Only one account, per player, per household is allowed and due the excessive nature of the infraction your privileges as a player have been permanently suspended.

A refund of your deposits has been issued but as to when your bank will choose to return the funds to you I couldn't say precisely, only that a request for refund was issued moments after your account suspension.

I hope this helps.

Best wishes,

Nick and Ruby Slots

How much is the refund for

Hello there,

Dear Nick and Ruby Slots.

Thank you very much for your cooperation. We believe the case is clear now. Please, could you just confirm the bank details you did the refund?

And the amount

What date it was transferred

Hi Ruby Slots

can I please have the amount refunded to me, the date this transaction took place and your account its coming from I will than have the infomation needed to follow up with my back as this has gone past the 50 days you allow by law

Greetings Petronela, Jozef, and Belinda,

Total deposits were $170 refunded to card ending 8023 on June 3rd through our 3rd party payment providers, please note that it can be up to 50 business days to see this reflected in your balance depending on your bank or credit card provider.

Best,

Nick and Ruby Slots

Thanks for coming back to me where dose the $170 come from? I was told full refund please explain, its been longer than that 50 days. I no longer have that card. I just want to be done with all this.

I was told full refund why is this now changed

HOW DO I FOLLOW UP THIS MONEY YOU CLAIM HAS BEEN REFUNDED IT IS OUTSIDE THE 50 DAYS . I HAVE HAD ENOUGH OF THE LACK OF CORRESPONDENCE IT WASNT TO HARD FOR RUBY SLOTS TO STEEL THE MONEY FROM ME BUT GETTING ANY ANSWERS IS RIDICULOUS. I WILL NOT STOP UNTILL THIS CASINO RETURNS THE MONEY THEY TOOK AND IS SHUT DOWN ITS FRAUD WHAT YOU DO TO PEOPLE

again following up on my questions

Under your licence Ruby Slots are to respond to customer complaints and questions in a timely manner. This has never been the case and for some reason wanting to drag this on longer than it has too

Greetings Belinda,

Please understand that a refund is not a payment, it is simply a release of funds back to it's original method of payment. Neither the casino nor it's 3rd party payment providers have been in possession of your funds since the 3rd of June 2020, it was returned back to the banking method originally used for deposit, your card ending 8023.

Thank you for understanding,

Nick and Ruby Slots

Dear Belinda.

Please, could you specify what hapened with the card?

I cancelled it

Money was taken from my card that I didn't spend bank suggested it get cancelled i gave ruby slots my bank details to make the transfer to the account linked to that card

So where will my money be??? has it been rejected by my bank and returned

Hello Belinda.

Have you informed the casino that it was cancelled? 

Please, could you also provide us with the proofs of card cancellation and deposits in this casino? Because we have received some proofs and it shows that your total deposits on this account were $170 and that it has already been refunded to the card (confirmed by the processor). 

I believe this casino is faulty and I intend to make this known to all legal agencies and government departments . I request a detailed statement of all deposits made into my ruby slots casino account

what time frame are we looking at to get this resolved

Dear Belinda.

Since you have clearly breached the casino T&Cs this complaint will be rejected (you confirmed multiple accounts). However, we just want to make sure you got your deposits back.

Please, could react to my last statement?

Have you informed the casino that it was cancelled? 

Please, could you also provide us with the proofs of card cancellation and deposits in this casino? Because we have received some proofs and it shows that your total deposits on this account were $170 and that it has already been refunded to the card (confirmed by the processor). 

Since the casino does not wish to share evidence with you, we are obligated to respect their decision. Belinda, be aware that in case you fail to provide us with specific information in the given time frame, we will reject your complaint

Dear Belinda.

The casino has provided us with relevant documentation, proving that your total deposits were $170 and that you have already been refunded. You have also confirmed having the multiple accounts

Since you haven't responded to our requests and questions, we’re not able to proceed with further investigation or suggest possible solutions. We will now mark your complaint as 'rejected'.

Best regards Jozef

Casino.Guru