Ruby Slots Casino - Der Spieler kämpft darum, Bonusgewinne ohne Einzahlung abzuheben.

I implemented the welcome bonus and wanted to pay it out, then I had to fill out complicated forms for verification, include documents, etc. and still, after almost a month of waiting and repeated requests, I still cannot withdraw any winnings. Pure fraud, all conditions were met on my part and all verification criteria met! All customer support works via different email addresses, only live inquiries are allowed via live chat. It is understandable that a casino does not want to give anything because it was a no deposit bonus, but what do you offer it for? A 7.9 rating I think is absolutely unsuitable for such dubious behavior on the part of the casino!

Friendly greetings,

Marko

Ich habe den Willkommensbonus umgesetzt und wollte ihn auszahlen, daraufhin musste ich umständliche Formulare zwecks Verifizierung ausfüllen, Dokumente einrechen etc. und dennoch, nach fast einem Monat Wartezeit und mehrmaliger Nachfrage kann ich noch immer keinen Gewinn abheben. Reine Betrugsmasche, alle Bedingungen wurden meinerseits eingehalten und alle Verifizierungskriterien erfüllt! Jeglicher Kundensupport funktioniert über verschiedene E-Mail Adressen, per Livechat sind nur Einzahlungsanfragen zugelassen. Verständlich, dass ein Casino keinen etwas schenken will, da es sich um einen no deposit Bonus gehandelt hat, aber wozu bietet man diesen dann an? Eine 7,9 Bewertung halte ich bei so einem unseriösen Verhalten seitens des Casinos für absolut unpassend!

Freundliche Grüße,

Marko

Dear Marko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.rubyslots.com/terms-and-conditions.php#tc-rules:

"Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may par-take of said free chips for amusement purposes only. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status."

Since there are no restrictions regarding your country of residence, the only obstacle between you and your winnings is completing the account verification.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru and advise if you have deposited any funds in to your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Marko,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.