Ruby Fortune Casino - Closed account and won't honour winnings

NickyU Canada
posted on July 28, 2014.

1. When I signed up for Ruby Fortune, I had no idea that this casino was part of the Palace Group. It is not mentioned on their website. I had no way of knowing that I was self-excluded from this group
2. I had previously asked for a 6 month self-exclusion from Spin Palace, I was not told that this would apply to all casinos in the Palace Group.
3. I opened a new account with Ruby Fortune using the same email address and home address as I used with Spin Palace. My account was open for almost 2 days before they shut me down. They claim to use advanced technology, however their technology didn't recognize that I had already opened an account within the group.
4. During the time that my account was open, I was able to win some money. I withdrew $400 plus I still had approx. $60 in my bank and $13 earning in my loyalty account. These winnings should not be forfeited just because it took them almost 48 hours to close my account. If I had lost all my money, I doubt they would be issuing a refund.

My point is this - I opened a new account in good faith. Ruby Fortune did not declare an affiliation with Spin Palace so I had no way of knowing that I was excluded from playing. I did not try to disguise or hide my identity in any way. The system should have recognized my details immediately - not 2 days later. The errors made here are 100% the fault of Ruby Fortune and not my fault at all.

posted on August 1, 2014.

Dear @NickyU,
Any update considering your complaint?

posted on August 2, 2014.

Submitter want to close this complaint, because he/she can't find a solution with a casino.