Ruby Slots Casino - Виграш гравця конфісковано.

Yes, i had played free games but inalso made my deposits between when i won the 500 itcwas withva deposit not a promo you can see in the log where they clearly did a override, and basically stole my winnings

Dear danelleolson0721,

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

Could you please advise if you redeemed multiple free bonuses without depositing in between each of them? According to the Terms and Conditions:

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 withdrawal the second No Deposit Bonus.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I learned the hard way the first time, and was denied payment with ruby slots before ,so this time I made sure I deposited and my status changed from freeplayer to a depositor player as you can see with my transaction I had deposited without claiming their bonus.

The bonus offer is still pending in my account mailbox, Im a single mother on disability, hoping i get lucky for xmas, so i can only deposit what i can afford to lose, which isnt much. I was new to the online promotion, there nothing like the freeplays at a real casino, because a real casino promotion if you win you keep the $, not double or even triple the winnings to get it taking away from you.

Thank you very much, danelleolson0721, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Veronika

Hello danelleolson0721,

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 clarification on why the player's winnings were confiscated? The player understands that a real money deposit without any bonus attached to it is required between claiming no-deposit bonuses, and as they pointed out, they have adhered to this rule. Your clarification of the circumstances would be appreciated.

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.

Hello danelleolson0721,

I wanted to inform you that Michal, your assigned resolver, is currently on vacation. To ensure your case is handled with the utmost care and expertise, I have extended the timeline by an additional 7 days. Michal has the most thorough understanding of your situation and direct communication with the casino, making it important for him to continue managing your case upon his return.

Your patience and understanding are greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Greetings all,

Apologies for the delay on my part, I was forced into time off for the holiday, can't deny it was very pleasant. So HAPPY NEW YEAR to everyone. 🙂

I had the opportunity to review the situation, unfortunately only one free chip is valid between cash deposit/play sessions per the terms and conditions of the casino and the free chips themselves. In this case there were multiple consecutive free chips redeemed and played with no cash deposit until the confirmation deposit after the win. Your confirmation deposit has been refunded danelleolson0721 however you are not eligible for the $100 maximum cashout value of the free chip in play at the time of the win.

Hopefully this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

Thank you for the response and the evidence you provided, Nick / Ruby Slots Casino.

Dear danelleolson0721,

We have received evidence from the casino that you have used multiple consecutive free chips with no cash deposit between them in the account history. The real money deposit between free chip bonuses must be made regardless of whether you previously won from the free chip bonus or not. Despite your awareness of this rule, sadly, you have not followed it properly all the time; thus, I'm sorry to say you are not entitled to the disputed winnings and the casino team acted according to their rules.

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.

Best regards,

Michal

Casino Guru