Ruby Slots Casino - Вилучення гравця затримано.

I have been waiting to get paid my winnings since May 27,2021.

Dear Holly,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Have you ever made a successful withdrawal before? Have you passed the KYC verification? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

As you already know, Ruby Slots Casino is one of the casinos which has long waiting payout times. We also share this information in our review about this casino here:

https://casino.guru/Ruby-Slots-Casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

This is my first withdrawal with Ruby Slots Casino.I don’t know what KYC certification is?

Thank you for your answer, Holly. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Players have to submit documents to verify their identity, usually some kind of ID and proof of address. Have you gone through this process?

I sent all my documents and information and they have been approved.

Thank you very much Holly for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Holly,

I looked at your complaint and will do my best to help you. I would like to invite Ruby Slots Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Greetings all,

I've reviewed the account and I can see that all of the necessary documentation and payout information is approved and in place, unfortunately the requested withdrawal was canceled and played back into the system. In this particular situation there is nothing I can do to assist.

Best wishes,

Nick and Ruby Slots

Dear Holly,

did you lost your money by playing in the meantime?

I made the mistake of canceling my payout and lost everything.Maybe if I hadn’t had to wait so long I would have cashed out.It was such an unpleasant experience dealing with this casino I will never play there again.I meant to cash out and get a Bitcoin withdrawal.Dang!

Dear Holly,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.