Ruby Royal ... new player

[Mousey]

Just some anecdotal info for those who are wondering about playing there (it's a Rival, and currently undergoing Baptism by Fire here).

Dec 19: Signed up, got the fat bonus (along with the fat WR). Received the Welcome New Player email. Played and played. Max cashout was 10x bonus. Didn't have to worry about that. Thought I was going to bust out but had some hits on 3 reelers to keep me going. Max bet was $5 per line here (unlike DaVincis -- which I've uninstalled -- who changed/limited max bet on 3 reelers to $1 per line). Ended up meeting WR, and cashing out.

I withdrew the max stated in the cashier... left me a $100 in the casino to play on, after they removed the bonus amount. Received email acknowledging my withdrawal. Went back in sometime during the Xmas holidays and played off the $100, hitting absolutely nada. (I'm used to that at Rivals LOL)

Dec. 27: it dawned on me that I'd heard nothing else from them, (except for a promotion email) and still didn't have my money in my ewallet. OK... so, I assume they need ID docs (even though I had NOT received an email request).

I gathered up my docs, attached them to an email and sent them to support.
Now... let me say this... I don't LIKE sending ID docs to support. I think these sensitive items should go ONLY to the dept (finance ?) that needs them. But I did see the RR rep post in a thread that docs could be emailed to that support address. So I did.

Same day, received an email saying 'thanks for sending requested documentation' (??) and my cashout would be processed 'shortly' -- if docs met approval.

Dec. 28 -- Money showed up in my ewallet, (from Pantasia???) received an email saying my withdrawal had been processed. All is right in Mousey's world.
---------

some of you will ask:
Why didn't I contact support? (other than the fact that I'd rather poke myself in the eye with a stick than contact any casino CS)... Like most, I was busy with holidays, and there was illness in the family to deal with, AND I wanted to wait to see if RR would send me an email requesting docs -- without prodding. They didn't.

suggestion for RR .... if docs are needed, ask for them ASAP after a player withdraws. Also, the fewer people that see docs, the better. I'd prefer they went straight to Finance, if possible.

Will I play there again? Probably... till they bonus ban me and/or reduce max bets. Then I'll uninstall them like I did Paradise 8 and DaVinci's. (Not that I'm a highroller... but when there's a fat bonus WR to be met, sometimes the occasional higher bets are fun.) Or I realize I just can NOT win there... like Pantasia.

Just my 2 pennies worth....

[rubyroyal]

Just some anecdotal info for those who are wondering about playing there (it's a Rival, and currently undergoing Baptism by Fire here).

Thanks for sharing your experience with the rest of the forum Mousey

Dec 19: Signed up, got the fat bonus (along with the fat WR). Received the Welcome New Player email. Played and played. Max cashout was 10x bonus. Didn't have to worry about that. Thought I was going to bust out but had some hits on 3 reelers to keep me going. Max bet was $5 per line here (unlike DaVincis -- which I've uninstalled -- who changed/limited max bet on 3 reelers to $1 per line). Ended up meeting WR, and cashing out.

I withdrew the max stated in the cashier... left me a $100 in the casino to play on, after they removed the bonus amount. Received email acknowledging my withdrawal. Went back in sometime during the Xmas holidays and played off the $100, hitting absolutely nada. (I'm used to that at Rivals LOL)

Dec. 27: it dawned on me that I'd heard nothing else from them, (except for a promotion email) and still didn't have my money in my ewallet. OK... so, I assume they need ID docs (even though I had NOT received an email request).

I gathered up my docs, attached them to an email and sent them to support.
Now... let me say this... I don't LIKE sending ID docs to support. I think these sensitive items should go ONLY to the dept (finance ?) that needs them. But I did see the RR rep post in a thread that docs could be emailed to that support address. So I did.

Same day, received an email saying 'thanks for sending requested documentation' (??) and my cashout would be processed 'shortly' -- if docs met approval.

I'm not sure why you did not receive an email request, I'm busy investigating. It's possible that it could have been over the weekend plus during the xmas period a lot of support/payment staff were off. Thanks again for sending them in.

Dec. 28 -- Money showed up in my ewallet, (from Pantasia???) received an email saying my withdrawal had been processed. All is right in Mousey's world.

Pentasia is a common processor name shared across a lot of Rival casinos. This is normal.

some of you will ask:
Why didn't I contact support? (other than the fact that I'd rather poke myself in the eye with a stick than contact any casino CS)... Like most, I was busy with holidays, and there was illness in the family to deal with, AND I wanted to wait to see if RR would send me an email requesting docs -- without prodding. They didn't.

suggestion for RR .... if docs are needed, ask for them ASAP after a player withdraws. Also, the fewer people that see docs, the better. I'd prefer they went straight to Finance, if possible.

Thanks for the suggestions. As i mentioned above, we usually do inform the player asap if docs are required.The verification documents can only be viewed by certain staff, staff that are responsible for security and document verification. We use one central email address for all correspondence, depending on the nature of the correspondence, the email gets routed accordingly to the appropriate support personnel.

Will I play there again? Probably... till they bonus ban me and/or reduce max bets. Then I'll uninstall them like I did Paradise 8 and DaVinci's. (Not that I'm a highroller... but when there's a fat bonus WR to be met, sometimes the occasional higher bets are fun.) Or I realize I just can NOT win there... like Pantasia.

Glad to hear you will give us another go I cant say the specifics, but its very seldom that we bonus ban players. Also, i can think of only one instance where we reduced the max bet limits for a player. Bet limits are adjusted while a bonus is active, this is clearly stated in the T&C's of each bonus before you opt-in for the bonus.

Finally, congrats on the Win. I hope xmas was a lot sweeter for you this year

[bonustreak]

I have seen Ruby go the extra step many times to welcome players that have been bonus banned at other Rivals. Many of our members are players at Ruby and bonus banned at other places for no good reason, so I guess you can say one Rivals unwanted is another Rivals wanted... hahaha

[Bencuri]

You should take care about those docs much more. They are important documents. I wonder what you would say in case I requested the documents of those personells who are checking my docs? I wonder if they truly has the right to check such documents

It is not a reason that it was weekend or christmas. A reputable financial service send notification about what will happen to the docs, at least in form of an automated e-mail, to make players sure that docs are in safe hands. The fact you missed to do that, and you didn't say a word to the player if docs are needed at all or what will happen them recommends me to poor service. What you do is what is do called poor service in the real world.

I'm not sure why you did not receive an email request, I'm busy investigating. It's possible that it could have been over the weekend plus during the xmas period a lot of support/payment staff were off. Thanks again for sending them in.

[rubyroyal]

Bencuri, the OP mentioned that they received an email notification from us the same day the docs were received.

I'm investigating why the player did not receive notification of required documents. I suspect it is xmas/weekend related as our employee(s) responsible for this may have been away and this task is ONLY handled by certain employees for obvious reasons.

[Mousey]

Bencuri, the OP mentioned that they received an email notification from us the same day the docs were received.

I'm investigating why the player did not receive notification of required documents. I suspect it is xmas/weekend related as our employee(s) responsible for this may have been away and this task is ONLY handled by certain employees for obvious reasons.

If I want to play Cash Cow again, I'll have to give Ruby Royal a whirl again as it's the only Rival on my computer right now. And, yes, thank you, it was quite nice to see a withdrawal again.

I do hope after the holidays the request for docs will be sent to players in a timely manner. Sending a request for ID verification several days after a player withdraws, or sending none at all until a player asks Support "where's my money?", is often regarded by players as a delay tactic.

Btw... I DO often deposit without taking bonuses. I feel the bonus bans at DaVinci's are due to me cashing out when I get ahead. (Oh... and their 3 reelers have been set at $1 max per line for me for quite some time ... bonus or no bonus ... even in Freeplay/Practice mode... They don't love me anymore. )

Happy New Year to everyone at RR....

[BMWSTACK]

I also took the 400%. Cleaned up on it. Havent cashed out yet, but i hopefully will soon. I did have a minor issue in the beginning, but the rep on here took care of it rather quickly. Now im not looking to bash the Rival Support, but sometimes i have some issues. It is so refreshing to have someone like this rep being able to lend a hand. I actually signed up because i had seen the rep in other forums addressing concerns. Quick question on the 400% i know it was 10x bonus max cashout. I have met my playthrough so do i now go to unlimited winnings or do i still have a cap of 10x bonus?

[rubyroyal]

I also took the 400%. Cleaned up on it. Havent cashed out yet, but i hopefully will soon. I did have a minor issue in the beginning, but the rep on here took care of it rather quickly. Now im not looking to bash the Rival Support, but sometimes i have some issues. It is so refreshing to have someone like this rep being able to lend a hand. I actually signed up because i had seen the rep in other forums addressing concerns. Quick question on the 400% i know it was 10x bonus max cashout. I have met my playthrough so do i now go to unlimited winnings or do i still have a cap of 10x bonus?

cap still applies. the bonus money was used to generate current winnings.

[chuchu59]

cap still applies. the bonus money was used to generate current winnings.

If you go to the cashier and make a withdrawal the bonus money (I assume it's not withdrawable) will be deducted from the balance. Then if you reverse it surely you can go on to play and win more than the 10x right?