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Ruby Royal - Violation of the rules on no deposit bonus


Found for the Player - The player clearly demonstrated that the promotion they accepted had a higher maximum withdrawal than Ruby Royal casino enforced, but unfortunately this casino closed abruptly before we could speak to them about it.

Read our Ruby Royal Casino Review.

Player's Complaint

Hello dear ThePogg. I'm having trouble with the casino Ruby Royal.

Today, I signed up for a special link for no deposit bonus as a new player.


I have successfully fulfilled the conditions for the no deposit bonus, and my balance was the real money: Balance: 227.08 GBP

Then I went to an online chat to clarify some of the details to cash and the operator began to introduce me astray to defraud regarding maximum withdrawals with no deposit bonus.

And so here's the official rules:

The maximum cashout on all non-deposit bonuses is two times (2x) the bonus amount, unless otherwise stated. This cashout restriction remains in effect until the player withdraws the winnings or the account balance is zero (0).

Here specifically I rely on these words: unless otherwise stated

Now read the conditions of the bonus which I took to be logged in at the box office:


Get £ 25.00 FREE (no deposit necessary)

Your Current Promotion Details

Get £ 25.00 FREE (no deposit necessary)

This bonus may be claimed only once per household / computer / person. For account verification and fraud prevention purposes, all players must make a deposit before they can withdraw.

40x bonus playthrough (£ 1000)

Unless otherwise stated, 1 credit wagered in a game counts as 1 credit toward playthrough requirements. Play is only allowed at the following games and their variants: Game Category: 3-Reel Slots, i-Slots, Instant Bingo, Scratch & Win, Specialty Games, Video Slots.

The maximum you may withdraw is £ 125

If your balance is greater than the maximum cashable amount the remainder will be removed automatically on cashout.

The following games and any variants may have different table limits while this promotion is active: Game Category: 3-Reel Slots, i-Slots, Instant Bingo, Scratch & Win, Specialty Games, Video Slots

No comp points are awarded for play during this promotion

Valid from 2013-10-20 00:00:00 to 2016-12-31 23:59:59. Promotion may be expired by casino at any time.

The casino's general terms and conditions (available from the casino website) also apply.

As you can see from the formal conditions for this bonus which is still active until 2016. Maximum cashing is 125 GBP. But the operator online chat begins to speak completely different, here the text of correspondence:

[RUBY ROYAL REP]: Also for this bonus the max chash out times 2

Me: No

Me: Max cashout

Me: 125 gbp

Me: i read terms this bonus

[RUBY ROYAL REP]: Oh yeah I see

[RUBY ROYAL REP]: You are right

Me: :)

[RUBY ROYAL REP]: [EDIT] I check with my manager about max cash out and he said that the information was not updated

[RUBY ROYAL REP]: The max cash out for no deposit bonus times 2Me: It's impossible. I have proof.

[RUBY ROYAL REP]: I understand your concern but as I said that is obsolete information and the problem is that it was not updated

Me: It's impossible! The rules clearly stated that the maximum amount of cash out with no deposit bonus x2. And in addition: Unless stated unless otherwise state! And in this rebate clearly defined rules. Maximum withdrawal of 125. If you want to deceive me, I will build today a complaint to the authoritative forum to prove his innocence.


[RUBY ROYAL REP]: [EDIT], I'm sorry for confusion but since it was a free bonus, it can not have max cash out of 5x. We just did not have enough time to update this one, but we'll do this asap.

[RUBY ROYAL REP]: our official rules are stated on the website

Me: I will provide all the evidence, namely: Official Rules, the rules of the bonus that I used, and our correspondence with you in an online chat. + Screenshots.

Me: Goodbye [RUBY ROYAL REP].

[RUBY ROYAL REP]: In our terms and conditions it is up times 2 but it is not up to me to decide

Me: The maximum cashout on all non-deposit bonuses is two times (2x) the bonus amount,

Me: unless otherwise stated.

Me: TheBigFreeChipListGet £ 25.00 FREE (no deposit necessary

Me: The maximum you may withdraw is £ 125

Closing chat due to inactivity.

I can not believe that the rules may become obsolete, but at the moment I'm completely right. If they have not changed the rules specifically for my bonus, I have every right to payment of GBP 125 say I'm right? Especially in the rules clearly stated that the maximum gain to no deposit bonuses from the amount of x2 ok? But in addition it is written, unless otherwise indicated. Here, the casino is trying to mislead me, so I had to write to you ThePogg.

As proof, I will give all the necessary screenshots. Sincerely, [EDIT]!

Read the casino review

3 Responses

User icon
July 20, 2015

Hi Aleksandrp - welcome to!

Unfortunately I doubt there's going to be very much we can do to help you here.

Firstly we've had 2 complaints about this specific casino and 8 against this group in the last year that have not received any response. I doubt that's going to change any time soon.

Secondly, I've had a look at the url your provided and clicked through to the casino. From what I can see the terms for this bonus are only listed on the affiliate site, not the casino site.

If that is the case, the casino can't be held responsible for errors on the affiliate site. If I fail to update a bonus, any of my casino partner's are well within their rights not to honour it.

If there's somewhere on the Ruby Royal site or casino software that displayed the terms for the bonus that's a different story. I still doubt I'd be able to get your money, but I'd be happy to give it a go. If that is the case you need to provide me with your username and email address at Ruby Royal casino.



User icon
July 22, 2015

Hi Aleksandrp,

Thanks for your email. I've reviewed the screenshots you sent through and the Ruby Royal cashier clearly shows the higher withdrawal for the bonus you played. Details shown below;

I've tried to contact Ruby Royal casino regarding this issue.


User icon
July 24, 2015

Hi Aleksandrp,

Unfortunately I have some bad new for you. The owners of this group were recently arrested in Israel and are being deported to the USA to face a series of charges related to market manipulation. As such all the casinos owned by this group of people - including Ruby Royal casino - have gone offline and the information I've received suggests that they will not be paying any players, staff or affiliates.

As such there is zero chance of you getting your money now.

Sorry I could not have been of more help,


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Aleksandrp consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

July 20, 2015

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