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I used free spins and completed all of the playthrough. I realize now I could only get back 100 but was always told to request the entire amount or most of it because you'll only get themac they'll pay out bc it's happened before. I was then told I needed to make a bitcoin deposit to verify my account before my withdrawal would go thru. So I made the deposit and then requested my payout. They denied my request, approved their own for the remainder, they changed my request amount and approved that one as well. Basically taking everything in my account including the deposit that was supposed to verify my account. I've messaged them numerous times plus sent emails and have gotten no reply or they've just straight disconnected the chat. I've got screenshots of the transactions showing what they did. If I had violated the rules why didn't they jut tell me that? I didn't use multiple promotional spins and completed all my playthrough. They even told me in a chat I had to make a bitcoin deposit b4 I'd be able to withdraw anything. Then they turned around and stole every single penny.

Dear GideonX,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear GideonX,

Have you received your withdrawal from the casino yet?

Nope. I've gotten nothing and I don't expect them to. They don't even answer my chat attempts.

Thank you for your reply, GideonX. Do I understand correctly that the casino confiscated your entire balance without any explanation? Could you please advise which bonus you activated? If possible, please post here a link or promo code to the bonus offer you activated.

Additionally, please forward any screenshots or other supporting evidence to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Here are screenshots of what happened. It's pretty self explanatory, I requested 120 (max may have been 100) and left 35 to play more. They took the 35 then the remainder (minus the deposit), then took my deposit.

Thank you very much, GideonX, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 GideonX,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Ruby Slots Casino to join the conversation.

Dear Ruby Slots Casino,

Can you please provide information on why the player has not received their withdrawals? Why was the player's whole balance including the deposit canceled?

Greetings all,

I reviewed the situation and it appears the withdrawal was denied due to multiple free bonuses without a cash deposit separating them. The terms and conditions of the casino as well as the bonuses themselves state that only one free bonus is allowed between cash deposits. The account confirmation was refunded and is confirmed complete in Blockchain Explorer. Unfortunately in this case there is little I can do to assist.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

Thank you for the response Ruby slots casino / Nick.

Dear GideonX,

We have received evidence from the casino that you have used multiple consecutive free chips with no cash deposit in the account history. As was mentioned above, the terms and conditions of the casino as well as the bonuses themselves state that only one free chip is valid between deposits.

As stated in the Casino T&Cs:

No Deposit Bonuses (Free Chips, Free Spins)

4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.