RubyFortune Casino - O jogador acredita que o seu pagamento foi atrasado.

I won a Mega Jackpot on a slot without using any bonuses and first requested $4000 usd and then the balance of $7033.00. I am filing a complaint against Ruby Fortune regarding a delayed withdrawal of approximately $11,000. I have completed all requested verification steps, including submitting my proof of identity and proof of address multiple times, despite receiving prior confirmation that my documents were accepted.

Since initiating my withdrawal, communication has been extremely poor. Emails go unanswered, live chat is unresponsive, and even official support links are either broken or inaccessible from my location. I have made several attempts to resolve this directly but have not received any meaningful update or timeline.

Given the repeated document requests, lack of transparency, and ongoing delays, I am concerned that my withdrawal is being unfairly withheld. I am requesting your assistance in escalating this matter and ensuring that my winnings are processed and paid in full without further delay.

Thank you for your help an ld assistance in this matter.

Note: My address doesn’t match as I have moved to a new location which I have repeatedly informed them about via a new submitted document and responding to their initial email.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear SweJono2026,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear SweJono2026,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi. Sadly nothing has transpired. I have not even received any new email from Ruby Fortune requesting the same documents. Just completely quiet with no response.

Dear SweJono2026, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hi Karla. Here is my response to the points you asked:

1. No these would be my first withdrawals.
2. I have not been able to confirm if I have passed the KYC yet or not. I have verified my identity but my address did not match as I moved to a new address and I have submitted a document telling them I have moved to a new address which is what it states on their site that I should do and then I just get sent an email telling me it doesn’t match. I have responded a few times explaining that I moved to a new address an this is where they stop responding to me.
3. My winnings was without an active bonus.
4. It was casino slot games.
5. I will post some screenshots here as not all will fit as well as email all to you.

Thank you for your swift response and help in this matter.

Regards.

Dear SweJono2026,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear SweJono2026,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RubyFortune Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hi Martina.

What happens if Ruby Fortune does not respond?

I had a case with Ask Gamblers and they did not respond there and Ask Gamblers closed my case as "unresloved".

This stress from Ruby Fortune really takes the fun out of actually winning.

Thank you and regards.

Dear SweJono2026,

Yes, if the casino fails to respond, our standard procedure is to mark the complaint as unresolved, which causes the casino’s Safety Index to decrease.

After that, your remaining option would be to contact the relevant licensing authority.

I do understand that you may feel hopeless in this situation. However, as part of our standard complaint-handling procedure, we must allow each party a certain timeframe to respond. In many cases, an immediate response is not possible because the casino needs time to gather the necessary information internally. That is why these response timeframes are in place.

I truly hope the casino team will respond soon, and I have my fingers crossed that the case can still move forward positively.

Hi all.

I would like to follow up with you and let you know I have not received any deposit as of yet however I did get an email of them finally verifying my address.

I will attach a screenshot.

Thank you.

Those are some good news! Thank you SweJono2026 for the update!

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hi. Just an update. Will check with my bank on Monday if they have any funds coming in.

Dear SweJono2026,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru