Hello,
I really hope someone can help me.
On April 14, 2017, I had a lucky night at Ruby Slots casino and won $50,000. I made the withdrawal requests and sent my VIP host an email. On April 15th, the VIP host left me a voicemail saying congratulations and that he checked the "no rules bonus" I was using, and I could cash out 100% of the money. He also said to send all my verification documents to him as well as the documents department along with my preferred payment information, and he would see to it that I get paid right away. I did everything he said and sent my documents in that day. I also received an email from someone named Elena requesting my documents, so I sent them to her as well.
A few days went by and I never heard anything, so I contacted their casino rep who said she would look into it for me. On April 28th, I received an email from Sophie in the payments department asking for my payment information. I told her I would like to be paid by Bitcoin and I gave her the address. The next day, all of my withdrawals were denied. I contacted my VIP host again and did not get an answer so I contacted customer service. They told me my documents were never received, so I sent them in AGAIN. Days went by and still nothing. I sent two more emails to the Ruby Slots rep and also to my VIP host and still nothing. I then sent an email to the payments department and they told me they had not received two of my documents, which I had already sent three times now, but I re-sent them again. The email said that once these two documents were received, the payment would be released. Still nothing happened.
Last night, I contacted Ruby Slots again, and the customer service agent said that my withdrawal has not been approved yet because they never received my driver's license. So now it has been four times that I have sent them in this information and my withdrawals are still in the "requested" mode after almost a month.
I am an avid player and I understand it is a large sum and that it takes time, but these stalling and giving me the runaround tactics are getting really out of hand. Especially because I am asking to be paid by Bitcoin, and other casinos have paid me that same DAY through Bitcoin. If Tawni or someone else can please tell me what is going on and when I will see my first payment I would really appreciate it. I have all of my documentation, voicemails, emails and screenshots as proof. I am an honest player and just would like some answers.
It is a shame because I love Ruby Slots as well as Royal Ace, but the notoriously slow payments make me never want to play there again. Their bonuses are the best in the business but their stalling tactics leave much to be desired.
Thank you very much,
windyoats
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