I have been playing at Ruby Slots for a while now. On 12/25, I had a good win. I contacted support and asked them what documentation I needed to provide. They indicated that i needed to send a copy of my licence and credit card as well as the credit card auth form and a utility bill. I sent all of these items on 12/25 and received a reply email stating the documents were received and my reference number was 423537. I requested several withdrawals for $2500.00 each on that day. On 12/29/17, the withdrawals had been declined and put back into my account. I contacted customer service and they stated it was due to my documents not being processed. I requested the withdraws again and contacted customer service almost daily to check on my documents. They informed me on 1/2/18 that they had not received my documents and asked that I resend them, which I did that day. During a chat conversation, my documents had been confirmed as received by the customer service agent. I continued contacting customer service almost daily and on 1/9/18 I was asked to resend my documents again, now stating they didn't have them, i did with reference number 507856. Per my most recent conversation today with customer support, she stated that my documents were received and would be processed with my pending withdrawals. Hours later the withdrawals were cancelled and returned to my account. I contacted customer service and the documents team and was told nothing would be approved until my documents were approved. At this point I don't know how else to get my documents processed and my withdrawals approved, I have sent docume vs multiple times and contacted customer service multiple times in the last month and a half. Please help get this resolved!
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