Ruby Slots Casino - プレイヤーは、ドキュメント形式のクレームにより引き出しの問題に直面しています。

I have been trying to withdraw money from this casino since September 20th but haven't succeeded.

They keep putting the money back into my gaming account and then I have to go to chat to find out why.

I have had to start over from scratch.

I have received many different responses.

I have submitted all the documents they have asked for but they still aren't being approved.

I have sent both proof of account and bank statements multiple times.

Now I got a reply email from the chat, there was a man who promised to talk to the department responsible for payouts to confirm that all information they requested is included in the documents I sent.

But his response was that they still didn't approve the document because it wasn't in the correct format.

I spoke with the bank and according to Handelsbanken, each bank determines how the document should look, and they don't have to follow a specific format.

The required details, according to the casino, are ending balance, account type, transaction and activity visible for 1 month in PDF format.

I cannot obtain any other type of bank statement.

What do I do?

Jag har försökt att ta ut pengar från detta casino sen den 20 september men inte lyckats.

Dom sätter tillbaka pengarna på mitt spelkonto å så får jag gå till chatten för att höra varför.

Jag har fått börja om igen från ruta ett.

Jag har fått många olika svar

Jag har skickat in alla dokument de frågat efter men det godkänns inte ändå.

Både Kontobevis och kontoutdrag har jag skickat in flera gånger

Nu fick jag ett svarsmail från chatten, han det var en han som lovade att prata med dom på avdelningen som betalar ut om att alla uppgifter de efterfrågade finns med på de dokument jag skickat in.

Men hans svar var att de ändå inte godkände dokumentet eftersom det inte var i rätt mall.

Jag pratade med banken och enligt Handelsbanken så bestämmer varje bank hur dokumenten ser ut de behöver inte följa någon bestämd mall .

De uppgifter som ska med är enligt casinot ending balans, account typ, transaktion and aktivitet visible for 1 månad i pdf.

Jag kan inte få tag på något annat sorts kontoutdrag

Hur gör jag ?

Dear Arnvinn,

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.

The bank statement you attached to your complaint is missing information vital for verification, specifically your name. Do you receive any monthly bank statements at the end of each month, that would be more detailed than the document you provided the casino with?

Have all your other identity documents been approved during KYC?

Has the casino suggested any other way your proof of payment could be verified?

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 have taken some screenshots from my account

Jag har tagit några skärmdumpar från mitt konto

Screenshot of my bank statement that I have sent to cadinot

Skärmdump på mitt kontoutdrag som jag har skickat till cadinot

I also submitted an account proof that I own this account

Jag skickade även in ett kontobevis på att jag äger detta konto

I have not received any response to their refusal, I have only been contacted by chat and they have checked my account and only said that it was not approved.

But no real answer as to why.

The last person I had contact with who contacted the disbursements department was the one who replied that it must be according to

'Bank Statement template'

Jag har inte fått någon respons på deras avslag jag har endast fått kontakt med chatten och de har kollT mitt konto och bara sagt att det inte blev godkänt.

Men inget riktigt svar på varför.

Den siste jag hade kontakt med och som tog kontakt med avdelningen för utbetalningar , det var han som svarade att det måste vara enligt

'Bank Statement template"

Following up to our live chat, for the escalation I made with the Bank Statement that you have provided for us our team rejected the approval of it.

Unfortunately it cannot be accepted due to the format it is being presented in. I do understand that you are saying that the information we require is there on the statement, however our team needs the correct format to be able to accept it.

What I can recommend is to search up Bank Statement template so you can see how it shall look like and try to contact your bank if it can be presented in such format. 

We need the Statement of your bank of last one month with ending balance, account type and transactions and activities visible. 

Meaning if you look up the format I hope you'll understand what our team wants from you.

Once you were able to get the format required you can send it here : payments@casinosupportcenters.com 

Här är mailet jag fick ifrån honom i chatten

Thanks and best regards,

Floyd O'Donnell 

RubySlots Casino.

Här är malet som jag fick från honom i chatten

Hello, today December 11th, I logged into my account at RubySlots and again they have put the money back into my gaming account.

This time I also did not get any explanation why they are not paying out the money.

My question, should I make a new withdrawal request? Or leave the money where it is?

What is best for your review?

Hej idag den 11 december var jag in på mitt konto på RubySlots och återigen har de satt tillbaka pengarna på mitt spelkonto.

Jag fick inte heller den här gången någon förklaring varför de inte betalar ut pengarna.

Min fråga ska jag göra en ny uttagsförfrågan ? Eller låta pengarna vara där de är?

Vad är bäst för er granskning?

Thank you for keeping me updated. Could you please confirm if you sent the bank statement in the correct format as requested by the casino? Kindly note that your winnings can only be withdrawn once your account is fully verified. If your bank statement has not been approved, this could explain why your withdrawal request was canceled.

Could you please send me a screenshot of your withdrawal history?

Hello, I took a screenshot of the email I received from the casino and there he writes that what is needed is the final balance, account type, 0ch transactions in pdf and I have sent this in original to the casino.

I don't know what kind of screenshot you want from me because I have sent you one with all the transactions.

I have sent you several emails and there is everything I sent to the casino with

Please explain if I'm misunderstanding what you mean by withdrawal history?

Hej jag tog en skärmdump av mailet jag fick från casinot och där skriver han att det som behövs är slutsaldo, kontotyp, 0ch transaktioner i pdf och jag har skickat detta i original till casinot .

Jag vet inte vad du vill ha för skärmdump av mig eftersom jag har skickat en till dig där alla transaktioner är med .

Jag har skickat flera mail till dig och där finns allt jag skickat till casinot med

Förklara om jag missuppfattar vad du menar med uttagshistorik?

Screenshot from the casino's history

Skärmdump från casinots historik

Thank you very much, Arnvinn, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi Arnvinn,

I've just reviewed your case and am sorry to hear about your struggles with verification of your payment method. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Ruby Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify why the player's documents were not accepted? According to the player, their bank cannot provide them with a specific format of a bank statement, that was requested by the relevant team. However, the casino representative admitted in the email that the provided bank statement may contain all the necessary data (I'm referring to the message shared by the player in this thread). So the problem only lies in a "wrong" template the player's bank uses?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Hi everyone, I will extend the timer by 7 more days because the casino representative is on vacation and cannot review this complaint now.

Dear Arnvinn, thank you for your patience. I hope we will hear more details about your case soon.

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 chance to review the account and I can see that some documents have been submitted recently and have yet to be reviewed, presumably they are the documents you refer to above Arnvinn (bank statement in PDF format). I know that the department was quite short staffed over the holiday but I will request they review your submission as soon as possible and I'll get back to everyone here when I have a result.

Best wishes,

Nick and Ruby

Hello, now the casino has once again deposited my money into the game account and I get no explanations

What should I do?

Hej nu har casinot återigen satt in mina pengar på spelkontot och jag får inga förklaringar

Vad ska jag göra?

Thank you for the response, Ruby Slots Casino.

Dear Arnvinn, according to the casino representative's message, you must wait until your bank statement is verified by the relevant department. This verification is the reason for the decline of your withdrawals. I think that once the documentation is reviewed, you will be able to submit a new withdrawal request, and the casino will process it accordingly.

Yes, it is as Natalia says.

Apologies for the delay once again however due to staffing issues I am still waiting on review of your submitted documentation Arnvinn, thanks so much for your patience and understanding.

Best wishes,

Nick and Ruby

Thank you, Ruby Slots Casino, we'll be awaiting the updates.

Greetings all,

Our documents department got back to me and said we have yet to receive a bank statement in PDF format. If you could please submit your December bank statment in PDF format and inform me here when you have done so Arnvinn I will have it reviewed for you as quickly as possible. Until this documentation has been received we will cannot move forward.

Best wishes,

Nick and Ruby

Dear Nick and Ruby

I have now submitted a bank statement for December 2024.

I have sent bank statements to you at least 15 times and those in the chat have checked and said that it has arrived and several times they have personally contacted the department that will review the documents.

At one point I received a response from a James Goldman that the document was not an original document that I had submitted, I submitted a new one again and it cannot be more original than when I submit it to you directly from my bank.

I submitted one at the urging of Michelle Evans, one at the request of Jessica Sosa.

I don't have the names of everyone I spoke to in the chat who said I should send in a new bank statement.

I have been in contact with Ruby Slots support

Spoke to a George Andrews.

And I sent in my bank statement.

I don't know where all these bank statements have gone, but I really hope that the new one I sent in today at 11:48 will be reviewed.

Best regards Eivor Asp

Bästa Nick och Ruby

Nu har jag skickat in ett kontoutdrag för december 2024.

Jag har skickat in kontoutdrag till er minst 15 gånger och de i chatten har kollat och sagt att det har kommit fram och flera gånger har de personligen tagit kontakt med avdelningen som ska granska dokumenten .

Vid ett tillfälle fick jag svar från en James Goldman att dokumentet inte var ett orginaldokument som jag skickat in, jag skickade in ett nytt igen och det kan inte bli mer original än när jag skickar in det till er direkt från min bank.

Jag skickade in ett på uppmaning av Michelle Evans, en på anmodan av Jessica Sosa.

Jag har inte namnen på alla jag pratat med i chatten som sagt att jag skulle sända in ett nytt kontoutdrag.

Jag har varit I kontakt med support Ruby Slots

Pratat med en George Andrews.

Och jag sände in mitt kontoutdrag.

Jag vet inte vart alla dessa kontoutdrag har tagit vägen men hoppas verkligen att det blir granskat det nya som jag skickat in i dag kl 11,48

Hälsningar Eivor Asp

Dear Ruby Slots Casino, can you please share updates? Have you reviewed the player's document?

Greetings all,

The newest submitted documentation is being reviewed by our documents department, once we have a response I will update here.

Best wishes,

Nick and Ruby

Thank you, Ruby Slots Casino. We'll await further updates from you.

Greetings all,

The documents department has informed me that what has been provided was a list of transactions, not a bank statement. To satisfy the necessary criteria it must be a complete official bank statement from the bank in PDF format. At this point we are no longer in January so I believe that the statement for January would be be necessary.

Best wishes,

Nick and Ruby Slots

What is the difference between a bank statement and a transaction list?

If you look it up, you get this answer

; What is the difference between a bank statement and a transaction history? A transaction history shows all bank account transactions for a specific period of time that you choose. Typically, a bank statement only covers one month's worth of transactions and may omit recent or ongoing transactions. ;

What I have submitted is a bank statement for one month and in this case for December 2024, it was for the month you asked me to submit and I did.

It's not my fault that you take so long to respond that it takes a whole month.

The document you received is a bank statement and of course it contains transactions. That word is included

This is what a bank statement from my bank looks like:

This is the third time I have sent in a new bank statement because it is too old.

I've been trying for 4.5 months to get this money out.

And I don't get any real answers from you.

WHAT INFORMATION IS MISSING ON THE ACCOUNT STATEMENT I SENT TO YOU?

CAN I GET AN ANSWER TO THAT ASAP?

I want a detailed answer.

I shouldn't have to wait 6 days for a response from you.

Also, the file I sent is in PDF

I expected a proper answer from you so I'm really disappointed that I keep getting the same answer that there's something wrong with the document, wrong document,

but not what's wrong

There must be some language barrier here that prevents you from reading the document.

I have requested a bank statement from my bank and that is what I have sent to you.

Vad är skillnad mellan ett kontoutdrag och en transaktionslista?

Slår man upp det så får man detta svar

; Vad är skillnaden mellan ett kontoutdrag och en transaktionshistorik? En transaktionshistorik visar alla bankkontotransaktioner under en viss period du väljer . Vanligtvis täcker ett kontoutdrag bara en månads transaktioner och kan utelämna senaste eller pågående transaktioner. ;

Det jag har skickat in är ett kontoutdrag för en månad och i detta fall för december 2024, det var för den månaden ni bad mig skicka in och det gjorde jag.

Att ni sen tar sådan tid på er att svara så att det hinner bli en ny månad det är inte mitt fel .

Det dokument ni fått är ett kontoutdrag och naturligtvis så innehåller det transaktioner. Det ordet finns med

Så här ser ett kontoutdrag ut från min bank

Det är tredje gången som jag skickat in ett nytt kontoutdrag för att det blivit för gammalt

Jag har hållit på i 4,5 månad att få ut dessa pengar

Och får inget riktigt svar från er.

VAD ÄR DET FÖR UPPGIFTER SOM SAKNAS PÅ DET KONTOUTDRAG SOM JAG HAR SKICKAT TILL ER ?

KAN JAG MED DET SNARASTE FÅ ETT SVAR PÅ DET

Jag vill ha ett detaljerat svar

Jag ska inte behöva vänta i 6 dagar på svar från er

Dessutom är den fil jag skickat in i PDF

Jag förväntade mig ett riktigt svar från er så jag är verkligen besviken att jag får samma svar hela tiden att det är fel på dokumentet , fel dokument,

men inte vad som är fel

Det måste ligga någon språkförbistring här så att ni inte kan läsa dokumentet

Jag har begärt ut ett kontoutdrag från min bank och det är det som jag skickat till er.

I am sending a dump of the message I received from my bank when I received the bank statement file.

See for yourself what it says.

It is clearly stated that it is a bank statement I,pdf

Jag skickar en dump på det meddelande jag fick från min bank när jag fick filen med kontoutdraget

Se själv vad det står.

Det står klart och tydligt att det är ett kontoutdrag I,pdf

Dear Arnvinn, would you mind forwarding me the email with the attached bank statement you shared with the casino for our internal analysis? You can send it to natalia.b@casino.guru, thank you.

Hi, I have sent you the bank statement.

Hej jag har skickat in kontoutdraget till er

Dear Arnvinn, does your bank usually send you monthly bank statements? If I understand correctly the file you shared can be generated on your request at any time and you need to choose the specific period so that the transactions for this period will be given.

Have you tried to contact your bank customer support and ask them to provide you with the monthly bank statement in the requested format or help you find it in your e-banking account? It would be great if you could share a screenshot with their response to prove that your bank doesn't provide such formats if this is the case.

Dear Ruby Slots Casino, can you please specify if the bank statement is requested to confirm that the payment method belongs to the player? If the player cannot obtain the one that meets your requirements ("with ending balance, account type, and transactions"), could you consider accepting a letter from the bank where the player's bank details and personal info are provided? Such a document was already sent by the player.

Ruby Slots Casino

I don't understand what you mean??

You write quotes;

Have you tried contacting your bank's customer support and asking them to give you the monthly statement in the desired format; end quote

What format do you mean?

Can you explain it to me in words and pictures?

I can't ask the bank for something that I don't understand myself.

I have submitted a bank statement in pdf format for one month.

What's wrong with that?

Explain to me what is wrong.

I'm sending a dump of the email from the bank to your email address where it says it's a bank statement I received.

I want an answer as soon as possible.

It must be in your interest too to resolve this problem as soon as possible since it has been going on for so long.

Eivor Aspq

Ruby Slots Casino

Jag förstår inte vad ni menar??

Ni skriver citat ;

Har du försökt kontakta din banks kundsupport och be dem ge dig det månatliga kontoutdraget i önskat format; slut citat

Vad är det för format ni menar?

Kan ni förklara det i ord och bild för mig,

jag kan inte be banken om något som jag själv inte förstår.

Jag har skickat in ett kontoutdrag I pdf format för en månad

Vad är det som är fel på det?

Förklara för mig vad som är fel

Jag skickar en dump på mailet från banken till er mailadress där det står att det är ett kontoutdrag jag fått

Jag vill ha ett svar med det snaraste

Det måste vara i ert intresse också att lösa det här problemet med det snaraste eftersom det har hållits på så länge

Eivor Aspq

Dear Ruby Slots Casino, can you please check again if the relevant department can consider accepting the document the player has been providing since no other formats are available? Cannot the statement be accepted together with the letter from the bank?

Greetings all,

Unfortunately there is no way around the particulars of this, our 3rd party payment providers are quite specific regarding the documentation required to qualify for payout. If we do not have complete documents as requested on file we are unable to request transfer of funds.

Best wishes,

Nick and Ruby

Why can't you tell me what an approved bank statement looks like????

I can't ask the bank to send me a different bank statement when I don't know what it should look like.

You must understand that too.

All banks have their own template with their own layout

Why isn't the Swedish bank's

layout??????

If it is the case that no banks from Sweden have approved bank statements according to you

Then you can't allow Swedes to play

You must inform them that it is not possible to get money out of you.

Could you please answer the questions?

Depositing money at the casino went very well and there are several emails every day offering fast payouts.

Why ??????

Varför kan ni inte tala om för mig hur ett godkänt kontoutdrag ser ut????

Jag kan inte begära från banken att de ska skicka ett annorlunda kontoutdrag när jag inte vet hur de ska se ut

Det måste väll ni också förstå

Alla banker har sin mall med sin layout

Varför duger inte den svenska bankens

layout??????

Om det är så att inga banker från Sverige har godkända kontoutdrag enligt er

Då kan ni inte tillåta Svenskar att spela

Ni måste upplysa att det inte går att få ut pengar från er.

Kan ni vara vänlig och svara på frågorna

Det gick väldigt bra att sätta in pengar på casinot och det kommer flera mail varje dag med erbjudande om snabba utbetalningar

Varför ??????

I want to know who the third party is who will approve the bank statement so I can ask them what an approved bank statement should look like.

Can you answer that??

Jag vill veta vem den tredje parten är som ska godkänna kontoutdraget så att jag kan fråga dom hur ett godkänt kontoutdrag ska se ut

Kan ni svara på det??

Hello everyone, sorry for the late response.

Dear Ruby Slots Casino, could you please specify if you have other Swedish players, what banks in Sweden provide documentation in the accepted format?

Would it be an option if the player created an account at another bank? Can a new account with no history of funds movements be accepted for a payout?

Dear Arnvinn, can you please specify if the account you want to use for the withdrawal is the only bank account you have? In theory, could you make a new account at another bank if we knew it would work?

Hi, I have two other accounts in Handelsbanken and they are not used very often.

I could use it.

I want to know which banks are approved before I start opening something new

Hej jag har två andra konton i handelsbanken och de används inte så ofta

Jag skulle kunna använda det

Jag vill veta vilka banker som är godkända innan jag börjar öppna något nytt