After approving my documents, they blocked the account

I won a Mega Jackpot on a slot without using any bonuses and first requested $4000 usd and then the balance of $7033.00. I am filing a complaint against Ruby Fortune regarding a delayed withdrawal of approximately $11,000. I have completed all requested verification steps, including submitting my proof of identity and proof of address multiple times, despite receiving prior confirmation that my documents were accepted.

Since initiating my withdrawal, communication has been extremely poor. Emails go unanswered, live chat is unresponsive, and even official support links are either broken or inaccessible from my location. I have made several attempts to resolve this directly but have not received any meaningful update or timeline.

Given the repeated document requests, lack of transparency, and ongoing delays, I am concerned that my withdrawal is being unfairly withheld. I am requesting your assistance in escalating this matter and ensuring that my winnings are processed and paid in full without further delay.

Thank you for your help an ld assistance in this matter.

Note: My address doesn’t match as I have moved to a new location which I have repeatedly informed them about via a new submitted document and responding to their initial email.

I have been a AskGamblers community member for a very long time and would not reach out to them unless there was an issue which I could not resolve on my own. I played at Ruby Fortune Casino and was lucky enough to win some money and made a withdrawal on Friday December 2, 2022. My account was already fully verified prior to me playing. The withdrawal amounts were for $1093.72 and $230.76 CAD. Understanding that withdrawals are not processed over the weekend and must be reviewed, I contacted casino support on Friday December 9 at 6am and was told by Chantelle that the withdrawals were both approved and the payments would be in my bank account via Interac E-Transfer within 1-3 business days. Today is December 14 and when I contacted casino support, the agent said the withdrawals were both approved but there is no firm release date available. I am frustrated with this experience and would like to know when I will be receiving my withdrawals. The T&C states that withdrawals are processed after 24 hours, except on weekends, and this is 8 business days since I requested the withdrawals. Please help, thank you

Hi Askgambler,

Before making this complaint I read your step by step i follow all your guidelines but it's to much for me already. I follow everything the casino support wants me to submit I talked to the my bank and gigadat and submitted everything they ask me to submit but. the last thing that's impossible to provide that they are asking is "The proof of your Interac account should depict email address linked to the bank account in your full name." I already submitted an e-statement, confirmation of transaction showing my name in the email, and the email address used in the transaction. i show them also the conversation between gigadat and the bank that they don't have anything to provide in what they ask but if they will be ask for transaction verification they can answer it but they insist for me to provide something that's not available.

This is my second withdrawal that and the first one has no problem so I keep on playing on their site because I prove at my 1st winning that online casino pay. and now this is what's happening I'm losing trust anymore in playing in other sites because of this. I lost already 60k cad but for them to pay 1000cad is very hard. I have all the copies of the requirements i submitted to them and every conversation of my bank and gigadat . it's almost 1½ months I thought I could use that money for my birthday but all it gave me was stress in complying with everything they need. I also have some conversation between me and their support group, but I didn't include it anymore it's only the same redundant conversation of the requirement that they cannot give me any sample of what they are referring to so that I could ask. I just attach the latest requirements that I submitted and you decide if it's not enough to prove my identity. It's always been a delaying tactics for them.its even hard to talk and explain to their support. I really need your help...

Thanks in advance

Hi Askgamblers,

I am sending this message to you because I feel I am getting robbed by a casino place, called bayton.

Firstly, I want to talk about bayton’s casinos. I found out about them in askgambler’s site where they offered me big welcome bonuses. So as a pretty active internet gambler I saw a good opportunity to try and use this bonuses as they were offered to me. First I made two 300euros deposits to Spincasino with the welcome bonuses in 4.04.2020 and didn’t won anything. As corona was a big problem and still is, I had plenty of freetime to play these casinos, so I tried another Bayton’s casino, which also had welcome bonuses. At the same day I deposited 2 times 250euros to Rubyfortune, which belongs to Bayton an still won nothing. The third 250e deposition to Ruby gave me an astounding 3382 euro win. Presumably I did all the things the casino asked me to do to get the win to my bank account. So I send the required documents and waited some days without any contact from their behalf. After couple of days I went to the chat to figure out my win’s situation. I was pretty shocked that they needed a photo of my bank account, which needed to include the deposit I made to Rubyfortune, and top of all didn’t send any info, anything that I noticed, to me by any way. I asked that if I could send the bank statement as a screenshot, but it didn’t work. Then I just asked how would they want it, and asked if I could send a photo of my bank statement editing the other unnecessary stuff for my own safety. Then to my shock, the person on the chat got a bit furious and offended me by suggesting me that I was laundrinfg my money or something other criminal stuff just because I asked them If I could send a edited document. Nonetheless I send the required documents and waited approximately a week. In that week I was visiting their live chat and wanted to know the current situation, but they always said the same, ’’please wait for us to contact you via email’’. Okay no huge problem with that, besides the earlier thing what happened with our communication.

After this all, I went to the vhat once again, without any information by their side to ask what was hte current situation. Before that I tried to login to my account, but I couldn’t. I went to the chat and asked what was the situation. I couldn’t believe what they said to me. They said that your account has been banned for life and all your winnings have been confiscated. You can imagine as a student what that news meant for me. I had planned my near future assuming that I would get the money, because I did everything by the book to my mind. Mostly the solution what they proposed to me shocked me the most. They are okay with me losing my money but immediately when I win they ask me to provide documents on many occasions and when I provide them, I have to wait for long time to their response. Then they appeal their actions to some ridiculous assumptions. I have some useful photos of the conversation we had with the chat and some photos of my deposits and winnings, which will hopefully help me somehow. There are some irrelevant pictures there, but hopefully you dont mind.

Best regards, Lasse