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Ruby Slots Casino - Support is useless

RESOLVED
Complaint Info
Disputed casino Ruby Slots Casino
Reason Verification issues
Posted on May 16, 2014

I tried to do a deposit and it did not get approved. Their site states that if it don't get approved their agents will assist you and if you don't get approved you get a free chip. I had a free chip recently and knew that I was not able to use another one. All I wanted was assistance with my deposit. I have posted the chat session below with their so called support staff. You should probably play at another online casino you won't get any help from this support staff.

Thank you for using our LiveChat Service. This is 'Sidney'. Please verify your Email and Phone Number so that I can assist you.

nanny3361: I tried to do a deposit and It did not get approved. This is the card that I use at all the online casinos

Sidney: In order to assist you properly may I please have your username and the casino you are in?

nanny3361: nanny3361 rubyslots

Sidney: Thank you for the information and welcome to the Deposit Center. Allow me a couple of minutes please while I check into this.

Sidney: Due to security measures our Casino requests all players to certify their account. You need to send a copy of your ID, Utility bill, authorization form for the Credit Cards you have used (or plan to use), and a front and back copy of each card. If you send your documents we can credit your casino account with a $100 free chip.

nanny3361: I have never done this for my other visa card and it works just fine.

Sidney: Is there anything else I may assist you with?

nanny3361: Dear ____ As a player at our casino, you are eligible to a $200 Free Chip if we are unable to accept your deposit. So, if one of our support agents is not able to get the transaction approved manually, they will credit you with a $200 bonus.

Sidney: Let me transfer you to customer service and they will be able to assist you properly on your inquiry.

Please wait while I transfer the chat to the best suited support agent.

Thank you for using our LiveChat Service. This is 'Michael'. Please verify your Email and Phone Number so that I can assist you.

nanny3361: nanny3361: I tried to do a deposit and It did not get approved. This is the card that I use at all the online casinos

Michael: Please be aware that we handle several chats and call's at the same time, I'm more than glad to assist you, please give me just one moment and I'll be back to assist you with your inquiry.

Michael: You may use that code after a deposit , Unfortunately last transaction was a free chip and as per casino terms consecutive free chips are not allowed

Michael: Our casino rules state that free chips cannot be used consecutively; they must be used in between deposits after using deposit bonuses.

Michael: I am sorry but please understand that you agreed to all these rules, it is your responsibility as a player to know, understand and follow the rules you agreed to.

nanny3361: can you do it manually

nanny3361: I am not just trying to get a free chip they said you could do it manually

nanny3361: as you can see I tried to do a deposit

Michael: Western Union or Money Gram's Deposits are easy to do. All you have to do is to contact us when you are ready to make the transfer, we will provide you a Receiver's Name and location. Please make sure to tell us which company you're intending to use for your deposit (WESTERN UNION or MONEY GRAM). To avoid any inconvenience, keep in mind that every single receiver's name expires daily and can not be used another day, ONLY on the date it was given. Once you make the transfer, just contact us again with the transaction number and we will credit your account right away.

nanny3361: I can only do visa

nanny3361: Thanks for your non assistance. I will post this chat session on askgamblers.com

Michael: For your reference here's a link to the terms and conditions page of our website:

Michael: http:/­/ww­w.r­uby­slo­ts.c­om­/ru­les.php

Posted on January 13, 2013

Dear Player

I will look into this matter and will get back to you soon

Cheers

< name removed >

Posted on January 17, 2013

Dear Player:

By checking your account with the Casino we've noticed you have never deposited in Ruby Slots before. For this reason you were requested to certify your account before depositing which you didn’t do. (This is require in order to deposit if using your Credit Card).

Since account was not certified as required, deposit didn't go through and unfortunately a free chip couldn't be credited since you've already received a previous free chip before and were not able to receive another one (for declined deposits).

If you've certified your account you should have been able to deposit easily; and if after certifying the account a deposit attempt is made and Credit Card declined a free chip is credited as offered.

Cheers

< name removed >

Posted on January 17, 2013

Well, I never had to certify my bank account with any other casino and my deposit went through just fine. I was not asking for anything free, just assistance in making a deposit and since that did not work, I was going by your promotion of "if you can't make your deposit, we will give you a free chip to play."

Posted on January 18, 2013

Dear Player:

One of the requirements of making a deposit with a Credit Card is to certify the account so processor accepts your transaction, otherwise transaction will be declined.

If you wish to deposit I suggest certifying the account. If after certifyng the account deposit is declined then you will be allowed to request the free chip.

Cheers

< name removed >

Posted on January 22, 2013

Dear Player

If you wish to deposit I suggest certifying the account. If after certifying the account deposit is declined then you will be allowed to request the free chip.

Cheers

< name removed >

AskGamblers
Posted on January 26, 2013

 esws1, is this issue solved?

Posted on January 27, 2013

Since this complaint, we have done a deposit and did not have to certify the account so once again, as stated before, customer service is useless and just give you the runaround.

Posted on January 30, 2013

Dear Player:

Upper Management has credited your $200 Free chip in the account. Please be aware that in order to continue depositing your account needs to be certified

Cheers

< name removed >

AskGamblers
Posted on February 19, 2013

 esws1, satisfied with the outcome?

Posted on February 20, 2013

Dear AskGamblers:

Player continues depositing on the casino; and money requested was credited accordingly.

Please close issue as solved

Thanks

< name removed >

AskGamblers
Posted on February 24, 2013

Based on casino's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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