General

Can I keep track of my financial transactions from my Ruby Royal account?
Can I use more than one payment method?
Can a friend use my card to deposit in his/her account?
What is the security code (CVV2)?

Deposits

How do I make a deposit into my account?
How long does it take for my deposit to become available in my Ruby Royal account?
Is there a way for me to set daily, weekly and monthly deposit limits?
What is the minimum deposit amount?
What do I do if my card deposit gets declined?
Which deposit methods do you have available
Why are my credit/debit card deposits getting rejected?
Will I be charged any fees when depositing into my RubyRoyal account?

Withdrawals

Can I cancel a withdrawal request
Can I get my winnings paid back to my credit/debit card?
Can I make a withdrawal from my account to a friend’s account?
Do you charge any withdrawal fees?
How can I make a withdrawal from my casino account?
How long do payouts take to process?
I have been asked to verify my account, what documents do I need to provide?
What is the minimum withdrawal amount?

General

Can I keep track of my financial transactions from my Ruby Royal account?
You can easily keep track of your financial transactions made on your Ruby Royal account. Open the Cashier and go to the Details/History section. On the History tab you will be able to display all your Deposit and Withdrawal details.

Can I use more than one payment method?
This is perfectly possible. However, please note that the account holder of the Ruby Royal account should correspond with the account holder of any payment method used.

Can a friend use my card to deposit in his/her account?
No, as a Ruby Royal account holder you can only use a payment method that is registered on your own name. For security purposes, Company credit cards are not accepted, you can only use a credit card issued to you personally.

What is the security code (CVV2)?
The Card Security Code (CSC or CVV2) is the final group of three digits showing on the back of your card near the signature panel. This code is used as an extra security feature and is needed to process and confirm your online transactions. The code is sometimes referred to as Card Verification Value or Code (CVV or CVC).

Deposits

How do I make a deposit into my account?
To make a deposit, open the Cashier and select the option “Make a deposit”. Choose from the presented list your preferred payment method and follow the instructions to complete your payment.

How long does it take for my deposit to become available in my Ruby Royal account?
All deposits made with VISA, MasterCard, NETeller, Click2Pay, EcoCard, ClickandBuy, Ewallet Express, QuickTender, UseMyBank and MoneyBookers become instantly available in your Ruby Royal account. Deposits made via Bank Transfer may take 3 to 5 business days to clear; as soon as your deposit features in our accounts it will be credited to your Ruby Royal account.

Is there a way for me to set daily, weekly and monthly deposit limits?
Unfortunately customers cannot set their own deposit limits. However, please contact our Customer Support Team if you would like to have customized deposit limits on a daily, weekly or monthly basis.

What is the minimum deposit amount?
The minimum deposit amount is 25.00 USD, EUR, GBP; 250.00 ZAR

What do I do if my card deposit gets declined?
Should you experience any problems while trying to deposit with your credit card, please contact our Customer Care Team for assistance.

Which deposit methods do you have available
We offer the following deposit methods: VISA, MasterCard, NETeller, Click2Pay, EcoCard, ClickandBuy, MoneyBookers for non US customers and VISA, MasterCard, QuickTender and Ewallet Express for US customers. Please note that some payment methods may not be available to you, depending on your country of origin or due to personal account settings.

Why are my credit/debit card deposits getting rejected?
Purchases can be rejected for numerous reasons many of which have nothing to do with your credit:

1. Your billing information does not match your RUBY ROYAL account information. For example, if you have entered a post code different to your billing address, then the deposit is likely to be rejected.
2. Your credit card company may have set limits to prevent potential fraudulent transactions. If several deposits are made within a short period of time, your credit card company may block your credit card for all transactions. This can also happen when several deposits of the same amount are being processed to the same site in a short time period.
3. Some credit cards may also have been blocked for international transactions.
4. Internet problems and traffic congestion may also cause rejections.

NOTE: If you experience any issues trying to deposit into your Ruby Royal account, please contact our Customer Care Team.

Will I be charged any fees when depositing into my RubyRoyal account?
Depositing into your RubyRoyal account is free of charges. Unless otherwise stated you will not be charged any extra fees when depositing into your casino account.

Withdrawals

Can I cancel a withdrawal request
This is possible. You can easily cancel your pending withdrawal, or part of it, using the Cashier in your casino account. Please not that you can only reverse withdrawals that have not been processed yet by our system. You normally have up to 24 hours to cancel your withdrawal yourself.

Can I get my winnings paid back to my credit/debit card?
Unfortunately, winnings cannot be paid back to your credit/debit cards. In case you want to withdraw winnings originating from a deposit made via credit/debit card, you will be able to withdraw these winnings via any of the alternative withdrawal methods.

Can I make a withdrawal from my account to a friend’s account?
No. For security reasons, funds from the player’s account can only be sent to the player.

Do you charge any withdrawal fees?
No. Unless otherwise stated, RubyRoyal will not charge any additional fees for processing withdrawals.

How can I make a withdrawal from my casino account?
You can request a withdrawal using the Cashier in our casino. Open the Cashier section and select the option “Make a withdrawal”. Choose from the presented list your preferred withdrawal method, enter the amount and hit Submit to register your withdrawal.

How long do payouts take to process?
The processing time for your withdrawal will usually depend on the selected payment method. Payments to virtual wallets are usually paid within 72 hours (weekends or holidays not included).

I have been asked to verify my account, what documents do I need to provide?
If you have been asked to verify your account please make sure you provide clear copies of the following documents:

• Valid Photo ID (Passport, Drivers License, Identification Card)
• Bank or Credit Card Statement
• Proof of address (e.g. a recent utility bill)
• Signed Faxback form

You may also be asked to provide copies of your credit card to confirm it is in your possession.
Once you have your documents ready please fax them to 1-866-465-6091.
Should you prefer, you may scan your copies and send them to faxback@rubyroyal.com
We strongly recommend that you scan and email your documents to us to avoid having to request new copies due to the documents not being readable.

What is the minimum withdrawal amount?
The minimum withdrawal amount is 25.00 USD, EUR, GBP; 250.00 ZAR.