Ruby Slots Casino - Retirada do jogador restrita devido a bônus não solicitados.

I was given a 200usd bonus and in order to cash out my winnings, I had to wager 8000usd, to be able to withdraw 100usd. Perhaps they thought I wouldn't be able to because now they're saying that I can't withdraw because I've played too many bonuses... But I never asked for them.

Me dieron un bono de 200usd y para poder hacer efectiva la ganancia tenía que jugar 8000usd, para poder retirar 100usd, tal vez pensaron que no podría, porque ahora dice que no los puedo retirar porque son muchos los bonos qué yo he jugado... Pero si yo nunca se los pedí

Dear Rishii,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ruby Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly the casino justifies the decision to not pay you your winnings due to this casino rule: https://www.rubyslots.com/terms-conditions/

Consecutive Free Bonuses

Players cannot redeem multiple free bonuses consecutively.

If you have redeemed one No Deposit Bonus and are offered another, you must make a real-money deposit in between to be eligible for the second No Deposit Bonus.

Could you please share screenshots of your transaction history showing which bonuses were activated on your casino account starting with your last real-money deposit please?

You can share the information here, or send it to my email at tomas@casino.guru

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.

Best regards,

Tomas



I am sorry but I will need to see the history of your previous transactions and redeemed bonuses in the casino. Without this information, we cannot proceed further. You can find this information in your casino account.

Try looking in these sections to look for the information: I'll await your reply.

Do I understand correctly you never deposited in the casino between April 5th and October 11th?

Yes that's how it is

Si asi es

Thanks for the confirmation.

Since you have redeemed 2 no-deposit bonuses without a deposit in between, unfortunately, it seems you breached the abovementioned rule and your winnings won't be able to be paid out.

Please let me know if there is anything else, otherwise, I'll be forced to close the complaint.

Dear Rishii,

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.

Well, you already said it all, I haven't returned to the casino. So stay

Pues usted ya lo dijo todo, ya no vuelto al casino. Así que se quede

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.