Verification issue and delayed response

Dear Ruby Slots Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Good day, Tawni its funny now when you say i have submitted different bills while kept you on saying the documents that i have submitted cannot be accepted. I have submitted my bank statement with has the same address that i have used on the casino(i have attached it for proof here for ask gamblers for proof), then you rejected the bank statement while what you needed was to verify my address which was there on the bank statement, i still couldn't understand why you rejected the document because it has everything that you need. Then afterwards the ruby slot documents team requested for electricty/water/ sewage or telophone bill, i replied to them that i reside in A rural area where we don't pay bill such as sewage or water reason being we user pit toilets for water everyone use a borehole therefore there is no way i could have such bills. Then i went to our local municipality to request a letter that confirm that i am a legal resident at the specific address. I submitted the proof of residence to both Tawni and ruby slot documents team, i got a reply that it was rejected i was not given reason why?. Then tawni suggested that i should look for something thats when i used my clothing account statement, the address on the clothing statement the only problem is that it did not include street address and house number it just showed the postal and province so it was incomplete and i did not submit it i send it to tawni to check if it could be accepted.i am suprised now how she make it as if i kept on sending different bills the reason why i submitted it was for Tawni to check if it could be accepted. Then after all the tricks you pulled i realised that ruby slot doesn't want to give me my winnings, at some poin you said you only needed my ID document afterwards you will arrange for my withdrawal then you kept on coming with a different stories.


As now you regard them as 4 proof of address why my account was not verified if now you regard them as 4 proof of addresses, and they are not different as you say the bank statemnt and proof of address from my local municipality is the same address which i have also used on ruby slot. The only different document was of the clothing accout which is incomplete address as it include province and postal code only and i sent it to you as an alternative to check if it could be accepted.


I have attahced all proof for the ask gamblers team, i have also attahced the proof of emails to show the address which you claim was different was for you to check if it could be accepted.

I am so disspointed with your service, you even close my account without even letting me know via email, i have waited for 3 months for money that i worked hard for to be voided like this? The whole $270 ? If thats how you treat your players then you shoudl be ashamed.

Hi Lebogang--

Unfortunately, I don't have good news for you...

We've asked for a current utility bill in your name, which you've not been able to provide. You've provided us with different bills and bank statements--each with differing house addresses. Because of this, your account has been closed and your winnings have been voided. Our terms are clear in that we must receive proof of address, however, with four different addresses provided, this is simply not possible.

As you achieved your winnings using a free chip (you've never made a real money deposit), there is nothing to refund.

Regards,

Tawni

Good morning Tawni, i will be waiting for an update, i have been struggling since the 20th August. I hope now i will be assisted.


Looking forward to hear from you