Hi All,
Wondering if you wonderful people can offer some guidance or have ran into a similar issue before. Apologies for the long winded message to follow, I want to ensure I portray the story as clearly as possible.
So I signed up for an account at RubyBet exactly a week ago (22nd August) after seeing a couple of good reviews (although in hindsight, see alot more negative ones!). The process was slick and was set up in a matter of seconds. Upon sign-up I didn't take the option to utilise any bonus promotions. I then proceeded to make a deposit to the site of x (this is 4 figures + for reference). This was accepted again with no issues.
Being an avid Roulette player, I hit the tables and placed the whole balance (one bet), on red. This fortunately won and resulted in a double of my balance. As a final bet, the next spin I then placed half of my balance (my original stake), on two thirds (1-12 & 25-36). This also fortunately won. Both bets were placed on the same wheel in consecutive spins again for reference. I then proceeded to withdraw my winnings, as we all know, being in profit isn't the most regular occurrence! Later that day I tried to deposit a very small amount to have a play with. The deposit was accepted but my account was restricted so I withdrew straight back out.
As expected and has been the case with many other casinos, they required verification on that same day (22nd August), which I immediately sent. This included personal ID, proof of address and card details. This took a whole 3 and a half days to be approved but eventually was deemed verified. I was informed the support team would contact me when verified but this was something I had to chase. Although a stupidly long time for verification, this is in their T&C's and has to be accepted.
So when I was verified (on the 25th August), I spoke to the live chat team to check the status of my withdrawal, as this was left on the dreaded 'pending'. The live chat team kept stating this was being reviewed and would be contacted in due course. So, 4 days pass which takes us to this morning (29th August). I contacted the live chat and they mentioned I would receive communication within today with an update as to which I thought this was going to be a congratulations, your withdrawal will be with you on x. How I couldn't be further from the truth.
The email from their security division took the decision to seize my winnings and both of my deposits as they have deemed my play to be 'irregular' and 'manipulative'. A select statement from the email is as below;
"We note that your play strategy was systematically applied in a pattern meant to create an unfair advantage and such, obtain winnings that are not legitimate and such, any outcome resulting from accessing our services is being considered as null, and any profits voided".
First of all, this is ludicrous as a 50/50 bet and then a further 66% bet is far from systematic or offering an unfair advantage to RubyBet. Another snippet from my email is as below;
"Please note that these actions to undermine the casino’s simple rules and trespass into a restricted realm constitutes a severe infringement of our Terms and Conditions and it is within the player’s sole responsibility to ensure that the services are accessed in good faith, not with an abusive play pattern.
Considering the seriousness of the issue described, we ascertain that we must abide by the above-mentioned terms and proceed accordingly in revoking your winnings and refunding your deposits totalling £x".
I've wagered in the very same way with many other casinos and been both successful and not successful. Not once in either realm have any funds been seized for supposedly gaining an 'unfair advantage' on a wheel that is already against the player. Again to note, no bonus funds were used so I have therefore not manipulated anything of that nature. At all times I was playing with my own raw cash.
The casino has since blocked any access to the account so I'm unable to pick up my bet history or anything else that could incriminate their ludicrous statement.
Apologies for the long winded message but I'm still in a bit of shock. Would anybody from either a personal or another casino/bookmaker be able to offer some support or guidance on how to escalate and resolve this issue. This to me is completely insincere bordering on illegal activity and obviously will be pursuing this to get this resolved and taking this legally if required.
Really appreciate anybody in advance making it this far but even more so to offer some guidance or even better support on how to get this resolved. Any responses or DM's would be more than fantastic.
Thank you,
Andrew
Wondering if you wonderful people can offer some guidance or have ran into a similar issue before. Apologies for the long winded message to follow, I want to ensure I portray the story as clearly as possible.
So I signed up for an account at RubyBet exactly a week ago (22nd August) after seeing a couple of good reviews (although in hindsight, see alot more negative ones!). The process was slick and was set up in a matter of seconds. Upon sign-up I didn't take the option to utilise any bonus promotions. I then proceeded to make a deposit to the site of x (this is 4 figures + for reference). This was accepted again with no issues.
Being an avid Roulette player, I hit the tables and placed the whole balance (one bet), on red. This fortunately won and resulted in a double of my balance. As a final bet, the next spin I then placed half of my balance (my original stake), on two thirds (1-12 & 25-36). This also fortunately won. Both bets were placed on the same wheel in consecutive spins again for reference. I then proceeded to withdraw my winnings, as we all know, being in profit isn't the most regular occurrence! Later that day I tried to deposit a very small amount to have a play with. The deposit was accepted but my account was restricted so I withdrew straight back out.
As expected and has been the case with many other casinos, they required verification on that same day (22nd August), which I immediately sent. This included personal ID, proof of address and card details. This took a whole 3 and a half days to be approved but eventually was deemed verified. I was informed the support team would contact me when verified but this was something I had to chase. Although a stupidly long time for verification, this is in their T&C's and has to be accepted.
So when I was verified (on the 25th August), I spoke to the live chat team to check the status of my withdrawal, as this was left on the dreaded 'pending'. The live chat team kept stating this was being reviewed and would be contacted in due course. So, 4 days pass which takes us to this morning (29th August). I contacted the live chat and they mentioned I would receive communication within today with an update as to which I thought this was going to be a congratulations, your withdrawal will be with you on x. How I couldn't be further from the truth.
The email from their security division took the decision to seize my winnings and both of my deposits as they have deemed my play to be 'irregular' and 'manipulative'. A select statement from the email is as below;
"We note that your play strategy was systematically applied in a pattern meant to create an unfair advantage and such, obtain winnings that are not legitimate and such, any outcome resulting from accessing our services is being considered as null, and any profits voided".
First of all, this is ludicrous as a 50/50 bet and then a further 66% bet is far from systematic or offering an unfair advantage to RubyBet. Another snippet from my email is as below;
"Please note that these actions to undermine the casino’s simple rules and trespass into a restricted realm constitutes a severe infringement of our Terms and Conditions and it is within the player’s sole responsibility to ensure that the services are accessed in good faith, not with an abusive play pattern.
Considering the seriousness of the issue described, we ascertain that we must abide by the above-mentioned terms and proceed accordingly in revoking your winnings and refunding your deposits totalling £x".
I've wagered in the very same way with many other casinos and been both successful and not successful. Not once in either realm have any funds been seized for supposedly gaining an 'unfair advantage' on a wheel that is already against the player. Again to note, no bonus funds were used so I have therefore not manipulated anything of that nature. At all times I was playing with my own raw cash.
The casino has since blocked any access to the account so I'm unable to pick up my bet history or anything else that could incriminate their ludicrous statement.
Apologies for the long winded message but I'm still in a bit of shock. Would anybody from either a personal or another casino/bookmaker be able to offer some support or guidance on how to escalate and resolve this issue. This to me is completely insincere bordering on illegal activity and obviously will be pursuing this to get this resolved and taking this legally if required.
Really appreciate anybody in advance making it this far but even more so to offer some guidance or even better support on how to get this resolved. Any responses or DM's would be more than fantastic.
Thank you,
Andrew
