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I was in contact with casino on 12/01/2023. Agent I spoke with said all documents looked good and was told 24 to 48 hours for withdrawal. All documents verified. I just spoke with another agent and she says they need my wire transfer information. That information was entered when I made the request. Now I am being told to send it to an email and they don't have my information.

Unfortunately I am seeing th8s casino as a problem and it's very disturbing. I don't know what else to do. I had another casino do this to me 3 times.

Dear lsmith517,

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 lsmith517,

Have you received your withdrawal from the casino yet?

No, and I spoke with another customer rep. I took snap shots of conversation. She says now, I still need to send verification documents of where to wire the money. I did that with withdrawal request. Driver's license and debit card already verified in my account.

Withdrawal request was on 11/25/2023. I understand it was the weekend, so I don't know what info they are looking for. Again, every agent I spoke with has given completely different information. Thank you for responding, for I feel this is another battle.

Thank you for your reply, lsmith517. Have you made any successful withdrawals before? Have you already provided the required information?

Additionally, please forward the most communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Have never received a withdrawal. This my first time.

Thank you very much, lsmith517, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 lsmith517,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Ruby Slots Casino representative to join this conversation and participate in resolving this complaint.

Dear Ruby Slots Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Greetings all,

I reviewed the situation and was unable to locate any wire payment information in the account or submitted within the email system lsmith517. Until there is a verified method of payment on file the requested withdrawal cannot move forward. I would suggest contacting customer service and working through the necessaries with them, once there is payout information on file I can hopefully move things along here for you.

Best wishes,

Nick and Ruby Slots

Method of payment was already verified when I did the withdrawal request. All information has to be entered for wire transfer. Why enter all information, when they say they don't have it. It still shows withdrawal request as being pending.

Hello lsmith517,

Could you contact the support and inform us if anything is required to process the payment?

Thank you very much in advance for providing the information.

They request physical address of Bank, but this information I sent is for wire transfer of US Dollars or if not sure. I do have physical address of Bank, but I am sticking with what the bank's information is from my account. If you need that, I will be happy to provide it.

I am tired of sitting in queses for over an hour to be told otherwise. Please keep me informed. Thank you for your help and time

I took another look at my account and withdrawal is still pending.

Dear Ruby Slots Casino,

Could you have a look at the provided information by the player and check if everything is ready to send the funds?

Thank you very much in advance for providing information.

Greetings all,

I have had the submitted banking information reviewed by our payouts department and they informed me that the provided routing number does not have an associated bank for some reason, please re-check this information lsmith517. Our 3rd party payment providers are also insisting on one month's complete bank statement showing positive balance, previous account activity, and matching the registered address in your casino account in PDF format lsmith517. If you could please forward this information I will attempt to get this show on the road for you.

Best wishes,

Nick and Ruby Slots

I have sent another address and routing number to casino per Bank's information.

I have never had a casino ask for transactions in the account. I have taken snap shots of transactions in the statement. I have not received a January 2024 statement yet. My last statement is for December 2023. I sent only the cover sheet of statement.

As for requesting my address connection to casino and bank are the same, as well as my drivers license. That has already been validated.

I appreciate Nick in his assistance, but now it's getting to the point of jumping through hoops to get this taken care of.

Hello lsmith517,

Thank you for your response and the information provided.

Could you have a look at the information from the player and let us know if everything is OK?

I am looking forward to your response.

As of today January 11, 2024 total withdrawal is back in my account. Now what?

Greetings all,

I had the submitted information reviewed and we have a couple issues, the first being you have changed your place of birth from New Port Richey to Bedford PA. They are now insisting on proof of place of birth in the form of passport or birth certificate. Also, once again our 3rd party payment providers are insisting on one month's complete bank statement showing positive balance, previous account activity, and matching the registered address in your casino account in PDF format lsmith517. Please make sure it is complete and the official bank statement in PDF format or they will not accept it. The SWIFT code provided via email is correct (the one in the statement above is not) but the routing number is still not valid I'm afraid. Until we have this information we can't move forward here. The funds are currently back in your account as there is no approved payment method on file, kindly submit the necessary documentation and re-request the funds for withdrawal and I'll see what can be done to assist.

Just to recap, what is necessary:

1. Last month's complete bank statement in PDF format with positive ending balance, the account has to be funded (show previous financial activity) and not show a negative balance. The address in the bank statement has to be the same as the one we have on file.
2. Passport or birth certificate due to place of birth mismatch.
3. Valid routing number

Best wishes,

Nick and Ruby

Hello lsmith517,

Could you provide the casino with all the necessary documents and information and let me know once you do that?

I'll be awaiting your response.

I have submitted information again.

Dear Ruby Slots Casino,

Could you have a look at the provided information and state if everything is ok?

I'll be awaiting your reply.

Greetings all,

A link to the bank statement is unfortunately not usable for us. Please download the PDF and submit it to the casino or casino.guru lsmith517, I'm certain they will be happy to share it with us if you are more comfortable sending this information to them. Thus far we have received none of the requested information necessary to move forward on this situation, all of it is necessary and non-negotiable. I have provided the casino.guru team supporting documentation regarding communication with the player and casino and what and why these things are necessary.

Best wishes,

Nick and Ruby Slots

Casino Guru

Casino Guru

Hello lsmith517,

I am afraid we cannot continue further without a bank statement and passport or birth certificate. You can provide it to the casino or you can send it to my email address stefan.m@casino.guru.

Please, let me know what was your decision.

I'll be awaiting your reply.

I sent you the link for the bank statement in My last comment. I do not have a passport and I will have to pay and request for a birth certificate.

I would like to request a check, if that makes a difference.

Hello lsmith517,

I was in contact with the casino representative outside of the complaint thread, and it seems that without a passport or birth certificate, they won't be able to verify your place of birth. I would suggest you request a birth certificate and provide it to the casino.

I'll be awaiting your reply.

Dear lsmith517,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.