Concerning Ruby Royal Casino
I did the signup bonus for the 30min and 888 bnus, and i started and i increased my bet to 10 per line betting max at the time i still had around 700. After a couple spings I got the bonus round. Surprise Surprise, it stops working and it says there is a problem with the server. So I contact there 25hour support and they said, we have noticed the problem and is working on fixing it. The screen was still up and all the button were working but the game was not and there were no longer reels in the game. The rep told me to turn it off and to log back on in 30 to 45 min and everything should be where i left off. But when i try to turn it off it says you must continue to finish your game before you can exit. So the rep told me to press ctrl alt del, and i closed it. So
i kept trying and nothing happened. I wake up the next morning and nothing is fixed to i contact support again and pretty much they said, well errors happen and we cant do anything for you because the system wont allow it. I will attach th trascript from the first chat session and the second one.
This is the first one
General Info
Chat start time Jun 10 11:57: 45 PM EST
Chat end time Jun 11 12:12: 06 AM EST
Duration (actual chatting time) 00:14: 20
Operator Susan
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 8seconds. An operator will be with you shortly.
Info: You are now chatting with 'Susan'
Susan: Welcome to Ruby Royal Casino Live Support. How may I assist you?
Falcon4272: hello
falcon4272: im playing a slot as as soon as i got a bonus round its a problem with the server
falcon4272: now im stuck in the game and i cant exit thought turning it off
Susan: May I have your Login name and email address please?
Falcon4272: falcon4272
falcon4272: &
falcon4272: and my time is still runnung down
Susan: One moment please.
Susan: Thank you for holding.
Susan: We are aware of this issue, the technical department is looking into this.
Susan: Please try again in about 30 to 45 minutes.
Falcon4272: try again what, so im loosing everything i was just betting including my bonus round
Susan: No, you're game will continue where it was left off.
Falcon4272: no do i just keep up the screen,
falcon4272: im do i keep up my screen
falcon4272: and wait
Susan: You can close the casino for now.
Falcon4272: ok, what do i do if i turn it back on and nothings fixed and i lost everything
Susan: You can then contact us back.
Falcon4272: ok
Susan: Have a nice day.
Susan: Thank you for using Live Support. Should you have any future questions, please contact us again.
Falcon4272: it wont let me exit
falcon4272: it says i have to finish my ga, e
Susan: You can click Alt Ctrl Delete
Susan: And then select end task on the casino
falcon4272: ok
falcon4272: ok thanks
This is the second one General Info
Chat start time Jun 11 11:44: 15 AM EST
Chat end time Jun 11 1:29: 57 PM EST
Duration (actual chatting time) 01:45: 41
Operator Liz
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 9seconds. An operator will be with you shortly.
Info: You are now chatting with 'Liz'
Liz: Welcome to Ruby Royal Casino Live Support. How may I assist you?
No thats what im saying: i contacted you guys yesterday about the problem i was having. Ile send you the trascridpt
Liz: May I have your Login name and email address please?
No thats what im saying: falcon4272
no thats what im saying: &
Liz: One moment please.
Liz: Which transcript?
No thats what im saying: Susan: Welcome to Ruby Royal Casino Live Support. How may I assist you? Falcon4272: hello falcon4272: im playing a slot as as soon as i got a bonus round its a problem with the server falcon4272: now im stuck in the game and i cant exit thought turning it off Susan: May I have your Login name and email address please? — falcon4272: and my time is still runnung down Susan: One moment please. Susan: Thank you for holding. Susan: We are aware of this issue, the technical department is looking into this. Susan: Please try again in about 30 to 45 minutes. Falcon4272: try again what, so im loosing everything i was just betting including my bonus round Susan: No, you're game will continue where it was left off. Falcon4272: no do i just keep up the screen, falcon4272: im do i keep up my screen falcon4272: and wait Susan: You can close the casino for now. Falcon4272: ok, what do i do if i turn it back on and nothings fixed and i lost everything Susan: You can then contact us back. Falcon4272: ok Susan: Have a nice day. Susan: Thank you for using Live Support. Should you have any future questions, please contact us again. Falcon4272: it wont let me exit falcon4272: it says i have to finish my ga, e Susan: You can click Alt Ctrl Delete Susan: And then select end task on the casino falcon4272: ok falcon4272: ok thanks
Liz: Alright
Liz: Is there a specific question I can help you with?
No thats what im saying: yea
no thats what im saying: she said i wouldnt loose my balce and the game would start off there i left off
no thats what im saying: and it hasnt, everything is gone
Liz: The time limit for your promotion has completed. Your balance was reduced
no thats what im saying: i had just barelly started when it froze and the time kept running down
no thats what im saying: i told her that yesterday and she said that that saw it and they were working on it
Liz: One moment please.
Liz: You have wagered on the promotion
no thats what im saying: yea
no thats what im saying: as soon as i raised my bet to $20 per line i got a bonus round and all of a sudden the server goes down
Liz: Yes i read that in previous chat
Liz: Is there anything else I can help you with?
No thats what im saying: yea
no thats what im saying: is anything gonna get fixed
Liz: There is no problems at the moment with the games
no thats what im saying: this happened yesterday night
no thats what im saying: the problem is that the it said there were problems with your server ass soon as i got the bonus round, and the game stopped. He buttons worked but nothing happened. I still had plenty of time left. The women i talkt to said they knew what was wrong and when i check back the balance should be restored as well as my time and my bonud game will start where it left off
Liz: She did not say anything about balance being restored
no thats what im saying: she said the problem will be fix and everything would begin where it left off
Liz: There was an error it was fixed.
Liz: It would begin where you left it off
no thats what im saying: it hasnt begun anything
Liz: Did it start where you left off?
No thats what im saying: no
Liz: What happened then?
No thats what im saying: nothing happened when i first opended it, it said balance unavailable and to try back shortly, so i woke up today, and nothing is there, balance zero and nothing happened that she said would happen
Liz: It was a time bonus
no thats what im saying: yea i know, but my time was almost full when the error started
no thats what im saying: and it didnt stop running while the game was messed up
no thats what im saying: i told her that yesterday
Liz: We are currently extremely busy. Please be patient I will be with you shortly. I apologize for this delay.
No thats what im saying: ok
Liz: I will be right with you.
No thats what im saying: ok
Liz: I'm sorry as you have wagered on the promotion and played it
no thats what im saying: i didnt play the time
Liz: I'm sorry the time limit was up
no thats what im saying: your server when down, keeping my from starting my bonus round, wayy before time was up
Liz: Your patience is appreciated. I will be with you shortly.
Liz: I'm sorry we do apologize for the technical error
Liz: But as you wagered the promotion almost completely
Liz: It can not be restored
Liz: As the system won't allow it
no thats what im saying: i dont understand
Liz: Which part?
No thats what im saying: so your saying as soon as i make a big wager and win a bounes that you guys can shut down the server so i cant win any money
no thats what im saying: and now your saying tuff luck
Liz: NO we do not shut down the server
Liz: And technical problems can happen
Liz: And that problem has been fixed
no thats what im saying: so can you guys at leady reset my account so i can start over
Liz: I'm sorry no
Liz: As you wagered the promotion almost completely
Liz: It can not be restored
Liz: As the system won't allow it
no thats what im saying: i didnt wager it completely
Liz: I said almost
Liz: And i can check this and you in the history of the cashier
no thats what im saying: you cant tell me that you dont see anything wrong with this
Liz: Which would be?
No thats what im saying: the fact that your server frove keeping from sarting my bonus round and also ran my time down keeping me from playing
Liz: It was a time bonus
no thats what im saying: i know,
Liz: It is stated in the terms that you have a certain amount of time to complete the promotion
no thats what im saying: you didnt allow me to complete my time
no thats what im saying: i dont see what your not understanding
no thats what im saying: ok, what was the ammount of time given for the promotion
Liz: 30 minutes
no thats what im saying: ok, i was only playing for 5 min when it happened
no thats what im saying: its right there under my wager history
Liz: You started at 06-10 23:48: 06 and ended 06-11 01:58: 55
Liz: That is more then 30 minutes
no thats what im saying: i didnt end then, i never started it up again
Liz: That is when the promotion was ended
Liz: Due to time bonus
no thats what im saying: it says right there at 1155 when the problem started, the transrcipt from yesterday confirms that the problem was started then. And she told me to close it so i did
no thats what im saying: i dont know where that 158am came from and when i click on it it says you must complete your game before viewing
Liz: I will be right with you.
Liz: The promotion can not be restored due to the fact that you wagered 326.25 which is 147% of that promotion. You wagered more then the wagering required.
No thats what im saying: and that has to do with what
Liz: The fact that the promotion can not be restored
no thats what im saying: well then i should get somethig seperate, because this is right.
No thats what im saying: there is proof there was and error
Liz: You got extra time to play the bonus
no thats what im saying: i only used up 6 min so are you gonna put back what i didnt use as well as restorethe balance i had
Liz: As i explained above
Liz: It can not be restored
no thats what im saying: so how can you give me time but not my balnce, what am i gonna do with now if there it something to wager
Liz: You can play for fun or with your own funds
Liz: As i mentioned before you did get extra time to play
no thats what im saying: oh so that how you guys are doing it
no thats what im saying: so confirm to me that
Liz: Doing what?
No thats what im saying: because of your system problems i lost my bonus as well as the 24 min i had left and there is nothing you can do about it
Liz: You got extra minutes to play when the issue was resolved
Liz: And the promotion did not expire in the advertised 30 minutes
no thats what im saying: i didnt get anything because i wasnt informed the issue was resolved, and i never opened it again, because the women told me to close it
Liz: And to close and re open
Liz: Susan: Please try again in about 30 to 45 minutes.
No thats what im saying: i did reopen it in the time she told me which was around 30 to 45 min and it wasnt fized
no thats what im saying: that puts it round 1230
info: Your chat transcript will be sent to - at the end of your chat.
Liz: And you closed it when?
No thats what im saying: i closed it
no thats what im saying: off and on withing the 45 min, i continued to check to see if it would work
no thats what im saying: it never did,
no thats what im saying: Here is a copy of your recent chat with casino support. General Info Chat start time Jun 10 11:57: 45 PM EST Chat end time Jun 11 12:12: 06 AM EST Duration (actual chatting time) 00:14: 20 Operator Susan 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 8seconds. An operator will be with you shortly.info: You are now chatting with 'Susan' Susan: Welcome to Ruby Royal Casino Live Support. How may I assist you? Falcon4272: hello falcon4272: im playing a slot as as soon as i got a bonus round its a problem with the server falcon4272: now im stuck in the game and i cant exit thought turning it off Susan: May I have your Login name and email address please? Falcon4272: falcon4272 falcon4272: — falcon4272: and my time is still runnung down Susan: One moment please. Susan: Thank you for holding. Susan: We are aware of this issue, the technical department is looking into this. Susan: Please try again in about 30 to 45 minutes. Falcon4272: try again what, so im loosing everything i was just betting including my bonus round Susan: No, you're game will continue where it was left off. Falcon4272: no do i just keep up the screen, falcon4272: im do i keep up my screen falcon4272: and wait Susan: You can close the casino for now. Falcon4272: ok, what do i do if i turn it back on and nothings fixed and i lost everything Susan: You can then contact us back. Falcon4272: ok Susan: Have a nice day. Susan: Thank you for using Live Support. Should you have any future questions, please contact us again. Falcon4272: it wont let me exit falcon4272: it says i have to finish my ga, e Susan: You can click Alt Ctrl Delete Susan: And then select end task on the casino falcon4272: ok falcon4272: ok thanks info: Your chat transcript will be sent to — at the end of your chat.
Liz: Your patience is appreciated. I will be with you shortly.
No thats what im saying: so y did she tell me to wait and re open it
Liz: When an error occurs we always advice to restart the casino
no thats what im saying: ok so where is the money that i had
no thats what im saying: No, you're game will continue where it was left off THIS IS WHAT SHE SAID Y DID SHE SAY I WONT LOSE IT AND I DID???
No thats what im saying: i want tpo speak to a manager or who ever is in charge of this bs whats a number i can contact him or her at i want something done now
no thats what im saying: im not gunna waste my time chatting on line
Liz: Yes that is correct, It would have started where you left off. However extra time was provided to you once the issue was resolved. The bonus did not expire in 30 minutes, You received extra time to play for the bonus.
Liz: I am afraid we can not be held responsible for you not signing in to your account anymore.
No thats what im saying: no it didnt i want a number to call
Liz: One moment please.
Liz: By Phone
Liz: US toll free. Tel: 1-800-555-8702
Liz: US toll free: Fax: 1-866-465-6091
no thats what im saying: and a name
Liz: Ask for attending Supervisor
no thats what im saying: thank you
Liz: You are very welcome.
Liz: Thank you for visiting. Please contact us at any time.
I called the number she gave me
And i have been on hold for 51 min
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