I won $25,000 playing multiple games on July 1st, 2019. The email confirmations for the withdrawals are attached. On July 9th, 2019, my first withdrawal was approved for $2,500, needless to say that I was very pleased by how fast it was approved. On August 6th, 2019 I received it via BTC for the amount of $2,164.81. As per the rules of the casino that amount was correct due to the deduction of the bonus I applied with my deposit. As of August 12th, 2019 no other withdrawals have been approved.
To make matters worse, on August 12th, 2019, I was playing at Ruby Slots and I was suddenly, without warning, kicked out. A pop up window showed a message stating "Your casino session has been terminated by an administrator", please see picture attached. I had a balance of $157.39 when I was kicked out. I tried logging in to Ruby but I was greeted with a pop up window that says "You are not allowed to log in. Please contact customer service for more information"(see picture attached). Please keep in mind that I've been a long time player with Ruby Slots and their sister Casinos.
Confused and thinking perhaps there was a glitch in the system, I tried logging in to Ruby's sister casino, Planet 7 and again, I was unable to log in, same pop up window appeared. Determined to find out the issue, I went on Planet 7's website and start a chat. I was promptly, without any explanation told that I was banned for life and this decision is irreversible. I tried pleading them to try and get answers without any luck. I asked if I could speak to a supervisor, again, nothing (see attached chat transcript).
This is extremely concerning as I not only have pending withdrawals with Ruby Slots, but with other sister casinos as well. I have no access to log in and check the status of my withdrawals anymore. I need answers as to when I will receive my withdrawals, attached you will find all the dates, amounts and name of the casino.
To say I am beyond frustrated and confused is an understatement. I have been a very loyal player and I've deposited THOUSANDS of dollars. A lot of thousands. I've never encountered any issues in the past and can say that those I've chatted with before have been a great help but getting kicked out after having withdrawals pending is a huge RED FLAG. If I was never a subject of concern to the casinos when I made every single deposit totaling in the multiple thousands, why am I getting kicked out now? Is it because I have a significant amount of money pending to be received? As you can imagine this is very alarming and highly unfair. Please get back to me asap. I have all the dates, pictures, emails, screenshots, etc. Whatever you need from me I will promptly provide for you.