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My handle is Masterfarmer. I received a VIP chip for 100.00 dollars. I did the playthrough, yet when I requested withdrawal on October 21 then on on nov. 2nd I was denied then a manager withdrawal of 900.00 was made and supposedly a 100.00 withdrawal was sent to me via bitcoin. Still haven’t received it . Per their terms it states minimum payout is 100.00 and it doesn’t state a maximum payout . They need to payout the full amount. As of tonight I cannot log into my account. It’s like it was deleted and I still have not received payment

Dear Masterfarmer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that your winnings were accumulated entirely from a free bonus?
• Have you activated any free bonuses in this casino previously?
• Was your account successfully verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, account has been verified successfully.

yes, the following is from my transaction history on rubyslots

Oct. 20, 11:51 am

VIP-MKT 30/60 1x Max Deposit approved

$100.00

that is what was being used when funds were won

Yes, I have used free bonuses in past,

And the vip/mkt deposit on my history is not listed anywhere under terms and conditions, every other type bonus they have is listed in their terms except that one. So it only makes sense that it would be treated like a regular deposit and then that would mean I would get the full amount without the manager withdrawal taken out. Or do they make up the rules as they go to suit their needs??

If your winnings were accumulated from a free bonus solely, I'm afraid the maximum cashout limit will be $100 only. Please check the general No Deposit Bonus rules (here):

No Deposit Bonuses

Unless explicitly stated otherwise, all No Deposit Bonuses are subject to the following terms and conditions.

Maximum Withdrawal Limit

Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus, with a minimum of $100.

For higher VIP Levels, please refer to our VIP Program for specific information.

Cashout Limit for Free Chips

Free chips valued below $50 will have a cash-out limit of no more than $100.

Consecutive Free Bonuses

Players cannot redeem multiple free bonuses consecutively.

If you have redeemed one No Deposit Bonus and are offered another, you must make a real-money deposit in between to be eligible for the second No Deposit Bonus.

• Could you please confirm that you accumulated your winnings from a free bonus?
• Have you received the payment of $100 already?

Thank you.

No I have not Recieved any payments. And per their terms then maximum is twice the value of the bonus so that would mean 200.00 dollars. And it a shoukd be more considering I'm considered VIP and their own terms state that "see above,"

Yes winnings were from a 100.00 vip chip I was given.

I have a screen shot of talking to their csr and they said 200.00 was to be processed last Thursday to me also. But havent gotten anything yet. I have regained access to account but that is all.

Thank you very much, Masterfarmer, for providing all the necessary information. Certainly, my apologies. The maximum cashout should be $200. Consequently, I have adjusted the disputed amount from $1,000 to $200.

I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Masterfarmer,

My name is Mirka, and I will be in charge of your case from now on. I would now like to invite the Ruby Slots Casino representative into this conversation.

Dear Ruby Slots Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Mirka

Greetings all,

I have reviewed the situation and it seems the requested withdrawal was paid in full on the 17th of October at the maximum cashout value for the free chip in play at the time of the win ($100). Delivery is confirmed in Blockchain Explorer.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Ruby Slots

I would like the block chain address to track the funds please cause I never Recieved them. And if only 100.00 was paid then they still owe 100.00 per their terms. That's not counting any vip terms because it says to refer to the vip terms yet I cannot find them.

It shows that 100.00 was approved but I have no record that it was paid. attached is a screenshot of my transactions history

Dear Masterfarmer,

We've received evidence, that Ruby Slots Casino sent you $100.

As mentioned above, by Ruby Slots Casino, and my colleague Petronela too, 

• the maximum amount, you can cashout for free chip bonus is $100, and 
• you cannot redeem multiple free bonuses consecutively. 

This is mentioned in the terms, in sections Cashout Limit for Free Chips, and Consecutive Free Bonuses. 

In their own terms

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus, with a minimum of $100."

So it is two hundred dollars not one hundred per their own terms. And can I have the block chain info cause I haven't Recieved anything.

Dear Masterfarmer,

can you please provide me your bitcoin address?

Thank You

Dear Masterfarmer,

We are extending the timer by 7 days.

Please, be aware that in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will reject it.

Mirka

Dear Masterfarmer,

Could you please provide evidence, that this Bitcoin address was linked to your player account?

Thank you in advance,

Mirka

Dear Masterfarmer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.