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Might as well get started on this!

My reason for this complaint is, not only have I not received my withdrawal, but I have emailed them FOUR times wirh no reply. 2 to their @cashier address and 2 to their @support address. They have some automated rely, but that's it. Isn't been about a week, but the site i signed up from said they were an instant withdrawal casino.. I have also received promo offers saying the same thing. I was playing on a deposit bonus. I checked Casino Guru's before depositing and it said they had some problems in the past, but have done well making up with their customers and making things right. I have also tried live chat, and I just sit there waiting for someone.. No idea if I'm verified, no idea if my withdrawal is being processed, No communication whatsoever. Again.. I like the casino, but don't understand never replying to your customers?

Please help!!

Regards,

Greg M***

Ruby Slots UN:G***

Ruby Slots Email: g***@outlook.com

Dear gpro54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Before we move forward, could you please clarify when exactly you requested this withdrawal?

Looking forward to hearing from you

Best regards,

Kristina

Hi Kristina,

Thank you for the reply. Today will be a week since requesting my withdrawal. My biggest issue was that nobody has replied to any of my emails. Also, the fact that I was told it would be instant once I was verified, which I was the day of withdrawal quest. I attached a promo from them showing they advertise it. Whether they are or aren't, it is very concerning that nobody would to a customers emails after a week. Guess I am preparing for them not too come through. guess we just wait.

Thanks again for everything and please let me know if you need anything else from me.

Regards,

Greg

Thank you for your reply, gpro54. I fully understand your frustration, but I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.

Hi Kristina,

I logged in to check the progress on my withdrawal. It of course said still pending, so I jumped on live chat to see if they could give me an update. I asked Ruben from live chat if he could check on my withdrawal request... He comes back and says my withdrawal request was denied because I didn't have a bitcoin ewallet address. That shocked me because it just says pending in the withdrawal section and nobody notified me of anything wrong. So he proceeds to tell me I need to to email my bitcoin address to payouts@casinosupportcenter.com so I thank him and go email that address 3 times and each time comes back "undeliverable" So I go back to live chat and speak to Alex. He first asked me if that email was for documents?. Then comes back and says that's the right address. I go and try it again from a entire different email and still comes back undeliverable. Then I send him the screenshots and nobody answers me. Craziest thing I've ever seen.. Why give me a fake address? They're obviously still delaying and we're going on two weeks.. Can you please help me get some where and make some sense of all this?? I'm going to attach screenshots from both conversations. Please let me know if you need anything else.

Regards,

Greg

My apologies if I did that incorrectly! I could only attach one at a time. 🤷 Thank you and hope to hear from you soon!

Regards,

Greg

Adding another update. They have my withdrawal request date as July 16th. I'm assuming it's because of the ridiculous reason they gave of me not having a bitcoin address. Also.. I just realized and I Don't know if it matters.. But they use inclave for login.. So they assign some random username for you.

The user name I was given is: csl***gk

Email is the same I originally provided: g***@outlook.com

So today is two weeks from my withdrawal request date.. I'm attaching screenshot of their website showing my original withdrawal date.

Is anyone working on this?

My apologies.. I posted updates on this complaint regarding another one I have.

Regarding the playcroco verification and withdrawal delays, I received another delaying and pointless email. I will attach it here.

Today will be two weeks.. And still nothing. THIS email states my documents were denied because 1, the NEW document I sent verifying my physical address was "cut or cropped" it wasn't. I circled the physical address for them. 2. They AGAIN said my licenses was "unreadable" it's a selfie picture.. You can only get so close and still have everything in the picture. Lol And if you zoom in.. It's completely readable. I'm getting tired if having to explain all this every time they deny something. Can we PLEASE come to an agreement that they're just delaying?? 2 weeks today!! I sent all the documents to you already. Have we given them enough time?

Update:I HAVE BEEN PAID. Thank you Ruby Slots and Thank you Casino GURU!!

Awesome news, Gpro54. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.