Ruby Slots Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

Hello,

The subjects (2) of my complaint are :

-Ruby Slots Casino - Delayed verification of my account for a long time (since October 1, 2022)

-Withdrawal request : Will i receive my winnings?

I have sent my ID to documents@rubyslots several times to get my account verified. All my e-mails have been unanswered.

I have sent my ID to documents@rubyslots on October 1, 2022 - October 8, 2002 and October 10, 2022

I have sent an e-mail to docume­nts­@ru­bys­lot­s.com on

October 10 2022, requested a $100.00 withdrawal via Bitcoin.

I asked them if my $100.00 withdrawal will be sent to my Bitcoin address? 

Ruby Slot Casino customer service gave me no answer.

I would like to know if my Ruby Slots Casino account will get verified eventually and will i receive my $100 payout?

Any help from you, Casino Guru, would be very appreciated.

Thank you so much for looking at my complaint.

Have a great day.

Kind regards,

Jean-Sébastien B***

Dear cielbleu,

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.

Do I understand correctly that ID is the only document you provided? 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,

Kristina

Hello Madam Kristina,

Thank you for helping me to resolve my complaint.

I have sent all required documents in the correct format (PDF, JPG) by e-mail to documents@rubyslots.com to get my account verified. -Proof of identification (a valid and federally accepted official ID), -Proof of address (address corresponding to my name, issued in past 3 months). My documents were sent the day i opened my Ruby Slots Casino account.

Ruby Slots Casino mentions on their website that reviewing my documents can take up to 72 hours.

My documents have been sent 12 days ago.

Jean-Sébastien

Thank you very much for your reply, cielbleu. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Madam Kristina,

Thank you very much for your reply. I am glad to inform you that my complaint has been resolved.

Thank you so much for your time and assistance.

Kind Regards,

Jean-Sébastien

Awesome news, cielbleu. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.