Rubyreels Casino - A conta do jogador foi encerrada e os ganhos estão atrasados.

Good morning

I have registered with RubyReels and successfully verified my identity via email.

And then I deposited and played for several hours, making over 600 USD.

and then suddenly my game account was blocked.

Then I asked support what happened.

They told me I would receive money.

I've been waiting for more than a month and I'm still waiting.

It didn't happen

I ask Gurucasino to help with the problem.

Guten Morgen

ich habe bei RubyReels registiert und verifiziert per email erfolgreich

und dann habe ich eingezahlt und parstunde weiter gespielt habe ich über 600 usdt gemacht habe

und dann von einmal würde mein spielkonto gesperrt

dann habe ich support gefragt was ist passiert

die haben mir gesagt das ich geld erhalte

seit mehre wie 1 monat ich warte immer noch

es ist nicht passiert

ich bitte Gurucasino bei das problem helfen

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino specified why your account was blocked?
• Have you been blocked by any other casinos operating on the same platform as RubyReels in the past? If so, what was the reason for the block, and when exactly did it occur?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play?

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

No, still not.

I also don't understand why my game account was blocked.

Furthermore, before I started playing here, I asked support if I was allowed to play here.

They asked for my email address, I gave them mine, and the answer was...

Yes, you can play because we don't have a game account with that email address here.

Then I registered here.

I confirmed my email address via email, everything was OK.

Then I deposited money and after 3 or 4 hours I had over 630 USD and then my gaming account was blocked.

Then I asked via email why, what went wrong.

They told me they would refund the money.

I waited for more than a month and still nothing.

I don't know why.

nein immer noch nicht

ich verstehe auch nicht warum würde mein spielkonto gesperrt

ausdem habe ich bevor angefangen hier zum spielen ich habe bei support gefragt ob ich hier spielen darf

sie haben mit nach email gefragt ich habe mein email gegeben und das anwort war

ja sie können spielen weil hier haben wir kein spielkonto mit das emailadresse

dann habe ich mich hier registriert

emailadresse per email bestätigt habe war alles ok

dann habe ich eingezahlt und nach 3 oder 4 stunde ich habe über 630 usdt gehabt und dann war mein spielkonto gesperrt

dann habe ich per email gefragt warum was ist schief jetzt gelaufen

die haben mir gesagt das die geld erstatten

ich habe länger wie eine monate gewartet immer noch nicht

mehr weiss ich nicht warum

Hello elvissweet,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response and for your patience while I was away from the office.

• Could you please specify how much money you deposited into this casino, and how many deposits you made?
• Did you use crypto for all your deposits?
• Have you been blocked at any other casinos belonging to Novatrix SRL? If so, kindly specify the names of these casinos.
• What games did you play at this casino to accumulate your 600$ winnings?

Dear elvissweet,

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,
Veronika
Casino.Guru