Ruby Bet Casino - A conta do jogador foi encerrada.

Rubybet casino have closed my account and confiscated the winnings saying this

"Dear Ms. A*****,

After a careful examination of your account, it has been concluded that you have used modified credentials to be able to create another account with us while previously registered one that was blocked.

The account was registered with modified details than previously, and such, circumvented the block.

Once an account is closed, this means that you will not be able to register another one with your credentials.

On your attempt to register, it was clear that the system will not allow you to register; therefore, you have altered your personal details in order to bypass the system and therefore you were able to register Ruby Bet Casino."

However, I have checked and can find no trace of having another account with Rubybet. I'm not saying it's not possible as I have been an avid on line casino player for some 20 years and cannot recollect everywhere I have ever joined. But as far as I am concerned they have allowed me to join, deposit and play. I am sure they would not be refunding me had I lost. This decision of theirs only comes after I had a winning streak across several of their brands. Quite the coincidence.

They claim I had to change my details in order to bypass their system and create an account. I don't remember the sign up process, why would I? This actually sounds like perfectly reasonable behaviour to me. If your details are wrong or not going through you go back and amend them. Sometimes you cannot reuse a username or email address across several of a brand's casinos but you are still allowed to join each one and you have to change your username or email address etc.

Furthermore, I have zero motivation to have a second Rubybet account. ProgressPlay have an endless supply of different casinos for me to choose from. I do not take their bonuses ever - what do I have to gain by circumventing their sign up system? I hope you can help me with these organisation that has simply, stolen my money.

Dear Lucygal,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Ruby Bet Casino. Please allow me to ask you a few questions to make sure I understand the situation properly.

When exactly did you register your current Ruby Bet account?

When did the casino contact you with the message that your account had been closed? Was it during the verification procedure?

Do you have accounts in other ProgressPlay casinos as well?

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,

Veronika

Hi Veronika,

Thanks for looking at my case.

In answer to your questions, I think I opened the account on the 26th of April and sent in all verification documents shortly afterwards. The casino contacted me just yesterday the 29th of May saying they have closed my account. As far as I am concerned verification was complete. I have many other ProgressPlay casino accounts which are verified and I have had successful withdrawals from in the past. As of yesterday, they closed all of my accounts at ProgressPlay casinos.

Thank you for the explanation. When you opened the account in April, have you activated any bonus?

Do you have any recent communication with the casino that would be relevant in the case? If so, please forward it to veronika.l@casino.guru. Alternatively, you may post it here.

Hi Veronika,

I received no bonuses. And the casino is not communicating with me so I have nothing else I can provide 🙁

Thank you very much, Lucygal, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Lucygal for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ruby Bet Casino for their help in resolving this complaint. We would like to know why were the accounts closed and if we can do anything to help resolve this issue.

Thank you!

Hi Peter

I really hope you can help me with this problem. It may be worth me pointing out they are withholding funds in at least 1 of their other brands with absolutely no explanation or communication.

I will put in a separate claim for that shortly

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.

Thank you

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/complain-about-a-gambling-business). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter