Ruby Slots Casino - 選手の退出手続きが延期されました。

I have been trying for months to get my money out from my account but we are just going in circles everytime.

They ask me to verify my crypto wallet which i do and everytime when i asked if i am verified now they ask for same documentation when i tell them that i already sent it they tell me that they forwarded the information to another department and ask me to wait.

I have waited for more than 6months now.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Yes i started my verification in august last year and got verified in september after that they keep asking for a screenshot of my wallet and wallet address constantly which i have provided them multiple times but they keep asking for the same document.

I can forward all communication with the casino that i have on email

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.