Ruby Vegas Casino - Виграш гравця було конфісковано через видачу бонусу.

Dear Sir/Madam,

At Rubyvegas, they simply pushed 1 cent bonus into my account - the turnover condition was stated as 0.01€/0.00€, which doesn't make any sense in itself. I refreshed the page with my balance, and suddenly everything was gone and the support claimed that I had cancelled the bonus and since my balance was tied to it, I lost 1163€. I've never used a bonus that was tied to turnover conditions. They also didn't want to tell me where the one cent came from.

Sehr geehrte Damen und Herren,

Bei Rubyvegas haben sie mir einfach 1 Cent Bonus ins Guthaben geschoben - Umsatzbedingung 0,01€/0,00€ stand da, allein das macht schon keinen Sinn. Ich habe dann die Seite aktualisiert mit meinem Guthaben und plötzlich war alles weg und der Support behauptet, dass ich den Bonus storniert habe und da mein Guthaben daran gebunden war habe ich 1163€ verloren. Ich habe nie einen Bonus gespielt, der an Umsatzbedingungen geknüpft war. Woher der eine Cent kam wollten die mir auch nicht sagen.

Hello ninapopina,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ruby Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is the bonus the casino added to you visible anywhere in your betting history? When was the last time you spoke to the casino and what was it about?

If possible, please forward your deposit, bonus and betting history to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Dear ninapopina,

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.

Dear Nikolas,

I'm not verified yet, but doing it isn't a problem, I can do it at any time. Should I do that before continuing here?

The bonus is not visible in the betting history and, as I said, I did not play a bonus that is linked to sales conditions.

The last time I spoke to Rubyvegas was on August 23, 2023 and it was about real money being deleted unjustifiably.

I have sent my deposit history to the email address above. There are over 70 pages of bets, sending so many screenshots would be a bit much. How many recent games should I send?

Kind regards and thank you for the help.

Sehr geehrter Nikolas,

verifiziert bin ich noch nicht, aber das zu erledigen ist kein Problem, das kann ich jederzeit tun. Sollte ich das tun, bevor hier fortgeführt wird?

Der Bonus ist nicht im Wettverlauf sichtbar und ich habe wie gesagt auch keinen Bonus gespielt, der an Umsatzbedingungen geknüpft ist.

Das letzte mal habe ich am 23.8.2023 mit Rubyvegas geredet und es ging darum, dass Echtgeld nicht gerechtfertigter Weise gelöscht wurde.

Ich habe meinen Einzahlungsverlauf an an die oben genannte Emailadresse geschickt. Es sind über 70 Seiten an Wetteinsätzen, so viele Screenshots zu schicken wäre etwas viel. Wie viele der letzten Spiele soll ich schicken?

Mit freundlichen Grüßen und vielen Dank für die Hilfe.

Dear ninapopina,

Isn't it possible to download the betting history from the site? If not, bets from a few days before the casino removed your balance would be great.

Hello,

I don't think you can download the betting history, but I've already sent screenshots via email. I can also ask support whether it is possible to download it.

Kind regards and thank you again.

Hallo,

Herunterladen kann man den wettverlauf glaube ich nicht, aber screenshots habe ich bereits per Email gesendet. Ich kann den Support aber auch fragen, ob es möglich ist den herunterzuladen.

Mit freundlichen Grüßen und nochmals vielen Dank.

Hello ninapopina,

If it's not possible you can still request it from the casino. I will be also forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on. Please forward any additional conversation with the casino or relevant proof to his e-mail.

Wish you best luck resolving it.

Regards,

Nick

Hello ninapopina,

I'm Michal and I have taken over this 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 Vegas Casino to join the conversation.

Dear Ruby Vegas Casino,

Can you please provide more information on why were the player's winnings voided?

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.

Dear ninapopina,

I've managed to get in contact with the casino team and am awaiting further information or any evidence to better understand the whole situation.

We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.

Dear ninapopina,

I have received information from Ruby Vegas team, that you have forfeited/canceled the bonus yourself. When a player forfeits/cancels a bonus all the funds connected to the bonus are usually voided as well. Every bonus has its own terms and conditions. Ruby Casino has this stated in its bonus T&Cs

I am still awaiting further information from the casino team to better understand the whole situation, but they indicated that they will recredit a certain amount to your casino balance. I assume you will be informed of this via email.

Dear Ninapopina,

I've been informed by the casino team that a specific amount has been returned to your casino balance, and you've already made use of it. It appears that you have accepted this resolution. Can we conclude that the matter has been resolved?

Dear ninapopina,

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.

Dear ninapopina,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru