Lauriejim VS Ruby Royal

[GGW Laurie]

I won on a promo by Ruby Royal, called beat the clock, i won 50.00, not alot but what i have had to go thru to get it is mind blowing to me, they have all my docs as i sent them from a faxing bizz place that charges, was told they all went thru fine, this is my transcript from this morning, i have sent off pm's to the Mgr. and also sent the same to CM. Its just 50.00 won on a promo, i won fair and square, did what was asked, you make up your on mind please, this is just my experiance with them, a long time forum and respected member here said to take it to the forum...... so here goes.........thanks, laurie

General Info
Chat start time Dec 14, 2009 9:05:23 AM EST
Chat end time Dec 14, 2009 9:32:27 AM EST
Duration (actual chatting time) 00:27:04
Operator Thomas



Chat Transcript
info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 18seconds. An operator will be with you shortly.
info: You are now chatting with 'Thomas'
Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?
laurie: hi there, can you please tell me when i might be able to see my withdrawal hit my qt account and whats the status of it right now, its been processinf since the 10th
laurie: hi thomas
Thomas: One moment please.
info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 18seconds. An operator will be with you shortly.
info: You are now chatting with 'Thomas'
Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?
laurie: hi there, can you please tell me when i might be able to see my withdrawal hit my qt account and whats the status of it right now, its been processinf since the 10th
laurie: hi thomas
Thomas: One moment please.
Thomas: This email was sent to you yesterday
Thomas: Dear Laurie ,
Thomas: In regards to your security documents.
Thomas: Please note that your credit card copy's were received but came in to dark and are not viewable and that have not received a copy of the requested bill.
Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.
Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.
Thomas: Have a nice day.
Thomas: Sincerely,
Thomas: Ruby Royal Customer Service
Thomas: A withdrawal takes 2 to 5 business days after your documents have been approved
laurie: i was told by Dereck b on pm at casinomeister that they were recieved
laurie: i went thru alot of trouble to go out and fax them to you all
laurie: he said he would try to get them done over the weekend but couldnt promise
laurie: you all are stalling
Thomas: The credit cards are to dark and you did not include a bill
laurie: i want a manager to phone me today please
Thomas: This email was sent to you the casino is waiting for you to sent these
laurie: i sent you my cable bill
Thomas: Management can only be contacted by email
laurie: i have no credit card bill
Thomas: you can reply to the email to contact them
laurie: its a pre paid card
laurie: what do you folks dont realize
laurie: its pre paid
laurie: wired plastic account
Thomas: the pictures were to dark.
laurie: its a black card
Thomas: They will need the mentioned documents to process your withdrawal
laurie: geeze and i have had it for 2 years
laurie: its old
laurie: geeze
Thomas: Is there anything else I can help you with?
laurie: what fricking bill do you need
laurie: i sent you my cable bill
Thomas: A bill that has your full name and address on it less then 2 months old
laurie: it was
laurie: it said pay now lol
Thomas: You can reply to them email so you can contact the directly to inform them
laurie: well your in accounting arnt you?
Thomas: all I can see is that the email stated that they have not received a copy of the bill requested
laurie: im telling you, arnt you the folks that determine that
Thomas: No we only do support
laurie: who does
laurie: if not you
laurie: i clicked on accounting
laurie: so there is no accounting dept
Thomas: Your still in contact with support
laurie: its just there for looks
Thomas: accounting department can only be contacted by email.
laurie: to fool folks
laurie: well it said accounting dept
laurie: the one i clicked on
Thomas: ok
laurie: so your not in accounting
Thomas: Accounting department can only be contacted by email.
laurie: well why do you have the option of clicking the accounting icon
laurie: it says support or accounting
laurie: lets face it they are just not wanting to pay the measly 50.00
laurie: i jumped thru the hoops for you all
laurie: went into town, paid 1.99 for each sheet to be faxed all 7 of them
Thomas: You just need to sent the required documents.
laurie: this is not worth the hassle
laurie: ill take this up with a group of my peers on a forum
laurie: i sent the docs
Thomas: And the replied to you with an email
laurie: look i dont mean to be angry toward you but this is what im trying to tell you, i sent them off from a profesonal bizz, they said you recieved them fine
Thomas: Yes we received what was sent.
laurie: i have not recieved a email this morning
laurie: nor yesterday
Thomas: Dear Laurie ,
Thomas: In regards to your security documents.
Thomas: Please note that your credit card copy's were received but came in to dark and are not viewable and that have not received a copy of the requested bill.
Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.
Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.
Thomas: Have a nice day.
Thomas: Sincerely,
Thomas: Ruby Royal Customer Service
laurie: did not get this
Thomas: Well I just gave it to you now.
laurie: so you said they sent it to me but i didnt get it and now you are saying no they didnt send it but here it is now?
laurie: correct me if i was mistaken
Thomas: I did not mention that they have not sent it, you told me that you have not received it and I gave it in chat so now you have read the email that was sent to you
laurie: i just want to make sure i read that right
laurie: well, i dont have it
laurie: been looking6 times a day
Thomas: I gave it to you in chat
laurie: even in junk file
Thomas: It is the same email that was sent to you
laurie: when was it sent out please
laurie: the date and time
Thomas: 2009-12-13 19:48:21
laurie: on a sunday
laurie: i was told they work with a skelaton crew on the weekends by dereck
laurie: i never recieved this email
laurie: i would swear to it
Thomas: I understand but I just gave it to you in chat
Thomas: You now know what the email said
laurie: well it would have been nice if they sent it
laurie: which they didnt
Thomas: It was sent.
Thomas: If it was not sent I would have not been able to see it
laurie: i will pm Dereck b on casinomeister and give him time to respond, then i will be sending in a pab or taking this before a group of peers on the forum, i think this is so bogus
laurie: well it never got to me
laurie: i promise you that
Thomas: I understand but you will have to sent what is mentioned in the email I gave you in chat
Thomas: Is there anything else I can help you with?
laurie: please see that he has a transcript of this chat
Thomas: When you close the chat you can have the chat sent to you by email.
laurie: as i will also need this for my records and to whom ever needs them
laurie: ty thomas
laurie: bye for now
Thomas: You are very welcome.
Thomas: Have a nice day.

[just play]

But Laurie....you didn't supply them with your DNA

I'm going through sorta the same thing with another rival, got paid one or two times, and then all of a sudden they need my docs, so fine, I send them in (I went out and bought a printer/scanner/copier, got sick of going out to get it done, cheap at Staples) anyway I have been waiting since the 8th for a measly $40...lol

Hope you get this cleared up.

[GGW Laurie]

But Laurie....you didn't supply them with your DNA
I'm going through sorta the same thing with another rival, got paid one or two times, and then all of a sudden they need my docs, so fine, I send them in (I went out and bought a printer/scanner/copier, got sick of going out to get it done, cheap at Staples) anyway I have been waiting since the 8th for a measly $40...lol

Hope you get this cleared up.

Its o pos. maybe they will ask in the next email, i dont get lol..........laurie

[fasth]

all I can say is ...wow...
Thanks for posting.

[clj7221]

I won on a promo by Ruby Royal, called beat the clock, i won 50.00, not alot but what i have had to go thru to get it is mind blowing to me, they have all my docs as i sent them from a faxing bizz place that charges, was told they all went thru fine, this is my transcript from this morning, i have sent off pm's to the Mgr. and also sent the same to CM. Its just 50.00 won on a promo, i won fair and square, did what was asked, you make up your on mind please, this is just my experiance with them, a long time forum and respected member here said to take it to the forum...... so here goes.........thanks, laurie

General Info
Chat start time Dec 14, 2009 9:05:23 AM EST
Chat end time Dec 14, 2009 9:32:27 AM EST
Duration (actual chatting time) 00:27:04
Operator Thomas



Chat Transcript
info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 18seconds. An operator will be with you shortly.
info: You are now chatting with 'Thomas'
Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?
laurie: hi there, can you please tell me when i might be able to see my withdrawal hit my qt account and whats the status of it right now, its been processinf since the 10th
laurie: hi thomas
Thomas: One moment please.
info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 18seconds. An operator will be with you shortly.
info: You are now chatting with 'Thomas'
Thomas: Welcome to Ruby Royal Casino Live Support. How may I assist you?
laurie: hi there, can you please tell me when i might be able to see my withdrawal hit my qt account and whats the status of it right now, its been processinf since the 10th
laurie: hi thomas
Thomas: One moment please.
Thomas: This email was sent to you yesterday
Thomas: Dear Laurie ,
Thomas: In regards to your security documents.
Thomas: Please note that your credit card copy's were received but came in to dark and are not viewable and that have not received a copy of the requested bill.
Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.
Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.
Thomas: Have a nice day.
Thomas: Sincerely,
Thomas: Ruby Royal Customer Service
Thomas: A withdrawal takes 2 to 5 business days after your documents have been approved
laurie: i was told by Dereck b on pm at casinomeister that they were recieved
laurie: i went thru alot of trouble to go out and fax them to you all
laurie: he said he would try to get them done over the weekend but couldnt promise
laurie: you all are stalling
Thomas: The credit cards are to dark and you did not include a bill
laurie: i want a manager to phone me today please
Thomas: This email was sent to you the casino is waiting for you to sent these
laurie: i sent you my cable bill
Thomas: Management can only be contacted by email
laurie: i have no credit card bill
Thomas: you can reply to the email to contact them
laurie: its a pre paid card
laurie: what do you folks dont realize
laurie: its pre paid
laurie: wired plastic account
Thomas: the pictures were to dark.
laurie: its a black card
Thomas: They will need the mentioned documents to process your withdrawal
laurie: geeze and i have had it for 2 years
laurie: its old
laurie: geeze
Thomas: Is there anything else I can help you with?
laurie: what fricking bill do you need
laurie: i sent you my cable bill
Thomas: A bill that has your full name and address on it less then 2 months old
laurie: it was
laurie: it said pay now lol
Thomas: You can reply to them email so you can contact the directly to inform them
laurie: well your in accounting arnt you?
Thomas: all I can see is that the email stated that they have not received a copy of the bill requested
laurie: im telling you, arnt you the folks that determine that
Thomas: No we only do support
laurie: who does
laurie: if not you
laurie: i clicked on accounting
laurie: so there is no accounting dept
Thomas: Your still in contact with support
laurie: its just there for looks
Thomas: accounting department can only be contacted by email.
laurie: to fool folks
laurie: well it said accounting dept
laurie: the one i clicked on
Thomas: ok
laurie: so your not in accounting
Thomas: Accounting department can only be contacted by email.
laurie: well why do you have the option of clicking the accounting icon
laurie: it says support or accounting
laurie: lets face it they are just not wanting to pay the measly 50.00
laurie: i jumped thru the hoops for you all
laurie: went into town, paid 1.99 for each sheet to be faxed all 7 of them
Thomas: You just need to sent the required documents.
laurie: this is not worth the hassle
laurie: ill take this up with a group of my peers on a forum
laurie: i sent the docs
Thomas: And the replied to you with an email
laurie: look i dont mean to be angry toward you but this is what im trying to tell you, i sent them off from a profesonal bizz, they said you recieved them fine
Thomas: Yes we received what was sent.
laurie: i have not recieved a email this morning
laurie: nor yesterday
Thomas: Dear Laurie ,
Thomas: In regards to your security documents.
Thomas: Please note that your credit card copy's were received but came in to dark and are not viewable and that have not received a copy of the requested bill.
Thomas: Please submit these documentations at your earliest convenience in order for us to proceed accordingly.
Thomas: Thank you for contacting us. If you have any further questions, please don't hesitate to contact us again.
Thomas: Have a nice day.
Thomas: Sincerely,
Thomas: Ruby Royal Customer Service
laurie: did not get this
Thomas: Well I just gave it to you now.
laurie: so you said they sent it to me but i didnt get it and now you are saying no they didnt send it but here it is now?
laurie: correct me if i was mistaken
Thomas: I did not mention that they have not sent it, you told me that you have not received it and I gave it in chat so now you have read the email that was sent to you
laurie: i just want to make sure i read that right
laurie: well, i dont have it
laurie: been looking6 times a day
Thomas: I gave it to you in chat
laurie: even in junk file
Thomas: It is the same email that was sent to you
laurie: when was it sent out please
laurie: the date and time
Thomas: 2009-12-13 19:48:21
laurie: on a sunday
laurie: i was told they work with a skelaton crew on the weekends by dereck
laurie: i never recieved this email
laurie: i would swear to it
Thomas: I understand but I just gave it to you in chat
Thomas: You now know what the email said
laurie: well it would have been nice if they sent it
laurie: which they didnt
Thomas: It was sent.
Thomas: If it was not sent I would have not been able to see it
laurie: i will pm Dereck b on casinomeister and give him time to respond, then i will be sending in a pab or taking this before a group of peers on the forum, i think this is so bogus
laurie: well it never got to me
laurie: i promise you that
Thomas: I understand but you will have to sent what is mentioned in the email I gave you in chat
Thomas: Is there anything else I can help you with?
laurie: please see that he has a transcript of this chat
Thomas: When you close the chat you can have the chat sent to you by email.
laurie: as i will also need this for my records and to whom ever needs them
laurie: ty thomas
laurie: bye for now
Thomas: You are very welcome.
Thomas: Have a nice day.

I'm glad you didn't hold back. I'm impressed!

[rockycatt]

i edited my remark's because of a timely resolve
thank you ruby royal

[Casinomeister]

Hi All,

Ruby Royal does not manage the security and payments for their casino - Rival does this for them. Laurie cashed out on Thursday and since she had previously used a card, she was asked to send the standard verification documents. The manager understood that she had used a prepaid card, so Rival was informed on Friday to process the payment without the necessary documents. It's Monday, and the casino has been informed that the payment is being made today.

Honestly, this all happened over the weekend, and I would think that a player with the experience that Lauriejm has would remain a bit more flexible and understanding. Why make such a big fuss out of this?

[oldtrvlagt]

If this is the first time you have ever had this happen at a Rival...I understand your frustration. I've had it happen at maybe 5 or 6 different ones. I've found persistence works

[rubyroyal]

Hi All,

Ruby Royal does not manage the security and payments for their casino - Rival does this for them. Laurie cashed out on Thursday and since she had previously used a card, she was asked to send the standard verification documents. The manager understood that she had used a prepaid card, so Rival was informed on Friday to process the payment without the necessary documents. It's Monday, and the casino has been informed that the payment is being made today.

Honestly, this all happened over the weekend, and I would think that a player with the experience that Lauriejm has would remain a bit more flexible and understanding. Why make such a big fuss out of this?

Lauriejim,

Please be advised that your withdrawal has been processed and is available in your QT account as of 20 min ago.

I'll be honest, i share Bryan's sentiment. You are a long time player and respected forum member, I'm a little surprised on why you felt it necessary to make a public issue out of this and why all the noise, its really not necessary.

You won $50 on a NO DEPOSIT beat the clock promo and requested a cashout on Thursday, 10th December. Upon cashing out, your contacted our live chat requesting your withdrawal be flushed which we kindly processed. Soon after we informed you that we need the standard verification documents upon your first withdrawal. As a long time player, surely you have these on file when making withdrawals from other casinos?

I contacted you over the weekend and informed you that because its the weekend, it would be difficult to process the withdrawal however i promised i would do my best.

Nonetheless, you requested your withdrawal on the 10th and it was processed 20 min ago.

Regards

Derek

[just play]

What I got out of Lauries post it wasn't about how long the withdrawal was taking it was about the documents being so dark, and about the email she never received.

As a long time player, surely you have these on file when making withdrawals from other casinos?

I don't. I rarely play at a new casino, so if docs are needed I do it fresh.