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Ruby Royal - Withdrawal Refusal
Ruling
Found for the Player - Ruby Royal casino have offered no response to this complaint despite our repeated efforts to reach them. Nor have they paid this player!
Read our Ruby Royal Casino Review.
Player's Complaint
Approximately 50 days ago I requested a withdrawal of winnings totalling $1500. 10 days later I received an email saying I had been randomly selected for a security check which could take up to 60 days. The money was reversed back to my account. I played off $500 & requested a $1000 withdrawal - 10 days later it was refused due to the ongoing security check. I requested details of this check so I could assist with the process - no response. I played off another $500 & requested a $500 withdrawal. I have requested this $500 withdrawal over a couple of 10 day blocks now & each time it is not approved due to the security check. I emailed [EDIT] the Accounts Manager who advised me he does not have access to that department but had checked my identity & banking documents & they were all in order so nothing else should be required. Today I have again been refused the $500 withdrawal due to the ongoing security check. I think this is a delaying tactic & they do not respond to any of my requests for details on the process.
6 Responses
Hi samian.3,
Before I can contact the casino I need you to provide me with your username and the email address you use at Ruby Royal.
Thanks,
ThePOGG
Hi samian3,
If I haven't received your username and email address at Ruby Royal by Friday the 12th of December I'm going to assume this issue has been resolved and close this complaint.
ThePOGG
Hi samian3,
Thanks for forwarding your details - I've contacted Ruby Royal and am awaiting a response.
ThePOGG
Hi samian.3,
Just to keep you informed, I have tried to contact Ruby Royal on several occasions now and received no response. I've just emailed them again. If I receive no response by Wednesday the 31st of December I will assume that they have no intention of discussing this issue and close this complaint as 'Found for the Player'.
Thanks,
ThePOGG
Hi samian.3,
Unfortunately we've received no response to our repeated attempts to contact Ruby Royal regarding this issue. As such there's nothing further we can do to assist you with this matter.
Sorry we couldn't do more to help.
ThePOGG
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Agreement
[email protected] 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:
November 27, 2014
Hey samian.3,
I'm afraid to say that if the 60 days have not passed there's not a lot I can do for you. Unless you've had notification that the security check has been completed or the time frame has expired - and I'd emphasize that this should be considered from the point your received notification of the security check, not from the point you submitted your withdrawal - expecting to receive a withdrawal is going to lead to disappointment.
You are right that there's nothing "random" about these security checks. I cannot say whether they're being used for legitimate reasons or they're being used to stall significant withdrawals (though I would point out that if they stalled any sizeable win in this manner it wouldn't be long before the casino had no big players left), but the group you've chosen to play with is far from reputable.
If you provide me with the username and email address you use at Ruby Royal I'll try to contact them, but I would state that firstly I would not expect anything to be processed before the 60 days expire and secondly that I do no expect to receive a response from this group.
ThePOGG