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Ruby Slots Casino - Account revoked with no explanation

RESOLVED

Complaint Info

Disputed casino

Ruby Slots Casino

Amount

$ 1000

Posted on June 11, 2020

I recently put in a withdrawl request through ruBy slots for 1000 USD. The withdrawal was pending. I was gathering the necessary documentation that they requested. Staying in contact by email with the support department. Each step of the way. The next day or so I tried logging in to ruby slots to play and recieved a login error. So I followed the password reset protocol. Said reset was successful. Redirected to login page to get the same msg. So I repeated the process again. To no avail. Meanwhile Trying to call and/or get a live support chat going. The next day or so I finally struck gold and somehow got live support on chat. I was so excited to have finally got them on the other end. The rep asked Cpl questions...d.o.b. , physical address , phone number. In which I provided. Then , suddenly a msg that my account has been revoked. With no actual logical explanation. Hoping this is all just a misunderstanding. Really enjoy this casino for my online gaming. Plz help

Posted on June 15, 2020

Hi Kati--

I'm just getting in for the day--please give me an hour and I'll be back to address this.

Tawni

Posted on June 15, 2020

Hi Kati--

There is no misunderstanding with this.

The reason your account has been blocked is because our Fraud Team has found multiple accounts and inconsistent personal information. This is a clear violation against our terms and conditions:

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:
a. If there is evidence to suggest that you have more than one active account for the Casino;

With this, your winnings have been voided and all accounts have been closed.

I've sent the necessary evidence to AskGamblers management as proof what I've stated is accurate.

Tawni

Posted on June 15, 2020

Once prior to this winning I was addressed by a cashier stating that I had 2 accounts I then let the cashier know that I knew nothing of having the 2 accounts that I was having trouble signing in And I must have generated a different account so I could get in. My funds were then taken. I continued to play at your casino. I guess I figured the other account was deleted. I went to the cashier to make a deposit but prior to deposit I told the cashier about the previous mishap. Let them know so if there was a problem they would let me know. They spoke nothing of the problem. Added my bonus let me play like usual. U can go look at that other account. I am not trying to dbl time you guys. I dont even know how to get into it. :( the whole reason this is happening. I'm sorry it looks to be fraudulent but it's so 100% not the case. Plz understand

Posted on June 15, 2020

I am almost positive you are referring to my husband who also has an account at your casino. His name is <full name removed>. His account was also revoked for some reason. I'm assuming this is why.

AskGamblers
Posted on June 15, 2020

Dear Ruby Slots Casino,

Please note that, AskGamblers Complaints Team haven't received an email with evidence regarding the case. Would you please email it again at suppor­t@a­skg­amb­ler­s.com.

Thanks in advance for your cooperation.

AskGamblers
Posted on June 16, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Ruby Slots Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.