Ruby Reels Terms and Conditions

1. General Information

1.1. The website rubyreelsonline.com, referred to in these Terms as the Casino, Website, Company, We, Us or Our, is operated by Novatrix SRL, a company registered under the laws of Costa Rica. Registration number: 3-102-893958. Registered address: Province 03 of Cartago, County 07 of Oreamuno, Potrero Cerrado, North Side of Manuel Avila Camacho School, Costa Rica. The Company operates under licence No. 0000002 issued by the Tobique Gaming Commission.

1.2. By creating an account and using the Website, you confirm that you have read, understood and accepted these Terms and Conditions.

1.3. If you do not agree with these Terms and Conditions, you must not use the services.

1.4. We may update these Terms and Conditions. Material changes may be communicated through account contact details, but players should also review this page periodically.

1.5. English is the official language of the Website. If a translated version conflicts with the English version, the English version prevails.

1.6. Acceptance of these Terms also includes applicable policies, rules and guidelines published on the Website, including the Privacy Policy, bonus conditions and Responsible Gaming Policy.

2. Eligibility and Restrictions

2.1. The Casino may only be used by individuals located in jurisdictions where online gambling is lawful. Players are responsible for determining whether use of the Website is legal in their location.

2.2. Players must be at least 18 years old or meet the higher minimum legal gambling age applicable in their jurisdiction.

2.3. Proof of age may be requested. An account may be suspended or terminated if age verification cannot be completed.

2.4. Real-money play is prohibited for users located in the following restricted countries or regions:

• Afghanistan
• American Samoa
• Bahrain
• Belarus
• Belgium
• Brazil
• British Indian Ocean Territory
• Bulgaria
• Canada – Province of New Brunswick
• Canada – Province of Ontario
• Central African Republic
• China
• Cuba
• Cyprus
• Democratic Republic of the Congo
• Estonia
• Georgia
• Gibraltar
• Greece
• Guam
• Guernsey
• Haiti
• Hawaii
• Iran
• Iraq
• Israel
• Japan
• Jersey
• Latvia
• Libya
• Lithuania
• Malta
• Myanmar
• Netherlands
• North Korea
• Northern Mariana Islands
• Poland
• Puerto Rico
• Romania
• Russia
• El Salvador
• Somalia
• South Sudan
• Syria
• Ukraine
• United Kingdom
• United States
• Venezuela
• Virgin Islands
• Yemen

Players who breach geographic restrictions may lose eligibility for refunds, withdrawals or winnings, and accounts may be closed.

2.5. Players from Sweden are not eligible for bonuses, promotions, VIP programmes or loyalty point exchanges.

2.6. The Casino may refuse or reverse withdrawals and close accounts where applicable geographic restrictions have been breached.

2.7. Before using Bitcoin for play, a player may be required to provide valid identity documentation. Deposits and wagers can remain unavailable until verification is complete.

3. Game Availability and Restrictions

3.1. Some games may be unavailable in particular jurisdictions because of restrictions imposed by individual game providers. These restrictions can change.

3.2. The use of a VPN or similar technology to bypass geographic restrictions is prohibited and may result in account action or confiscation of winnings.

3.3. NetEnt Games

• NetEnt games are not permitted in Belgium, Bulgaria, Colombia, Croatia, Czech Republic, Denmark, Estonia, France, Italy, Latvia, Lithuania, Mexico, Portugal, Romania, Spain, Sweden, Switzerland, the United Kingdom or the United States.
• NetEnt maintains additional blacklisted territories, including Australia, Hong Kong, Iran, Israel and the Philippines.
• Some branded games have additional geographic restrictions.

3.4. Other Providers

• Play’n GO and Pragmatic games are not available in Sweden.
• Amatic games are restricted in Australia, Austria, Estonia, Greece and the United States.

4. Payments and Currencies

4.1. Supported fiat currencies and cryptocurrencies can include EUR, USD, AUD, CAD, NOK, NZD, ZAR, INR, BTC, BCH, ETH, DOGE, LTC, USDT, XRP, BNB, ADA and TRX.

4.2. Cryptocurrency transactions are calculated using real-time exchange rates from Coinbase Converter at the time of the transaction. The Casino does not provide crypto-to-fiat or fiat-to-crypto currency exchange services.

5. Taxes and Fees

Players are responsible for reporting and paying any taxes that apply to winnings or gambling-related activity in their jurisdiction.

6. Game Rules

Players are responsible for understanding the rules and mechanics of any game before placing a wager, including applicable payout percentages, betting rules and odds.

7. Disclaimer of Liabilities

7.1. Gambling involves the risk of losing money. The Company is not responsible for financial losses resulting from use of the Website or participation in games.

7.2. Reasonable steps are taken to protect personal data. Information can be shared with service providers involved in delivering gaming, payment or related services. Once information is transferred to an independent third party, further processing may be governed by that party’s own privacy practices.

7.3. The Company is not responsible for losses or interruptions caused by player hardware, software, Internet connectivity or other technical issues beyond the Company’s control.

7.4. Where a wager or payment is processed incorrectly because of technical malfunction, human error or another mistake, the Casino may cancel affected wagers and restore funds to their correct state or re-settle the wager according to the terms that should have applied.

7.5. Money, bonuses or winnings credited to an account in error remain the property of the Casino and can be deducted. If incorrectly credited funds have already been withdrawn, the player may be required to repay them.

If you believe your account has received an incorrect credit, contact [email protected].

7.6. The Casino, its directors, employees, partners and service providers do not guarantee uninterrupted or error-free access to the Website or its software and are not liable for direct, indirect, special, consequential or incidental losses arising from use of the services, except where liability cannot lawfully be excluded.

7.7. Players agree to indemnify the Casino, its directors, employees, partners and service providers against liabilities, losses, claims and reasonable legal costs arising from use of the Website, participation in games or breach of these Terms.

7.8. The Casino retains authority to determine whether account rules have been breached and may apply restrictions, suspension or permanent closure where appropriate.

8. Use of Player Account

8.1. Each individual may maintain only one personal Player Account. Accounts connected through the same household, residential address, IP address or device may be treated as duplicates where circumstances indicate multiple accounts are being operated by the same person.

Account credentials must not be shared with another person, including a minor.

8.2. Where duplicate accounts are identified, associated bonuses, winnings or returns may be forfeited, pending withdrawals may be cancelled and previously withdrawn funds may be recoverable.

8.3. A Player Account is intended for personal entertainment only. Selling, renting or commercially providing access to an account is prohibited.

8.4. As part of KYC procedures, the Casino may request documents or conduct telephone verification. Withdrawals can remain pending until verification is complete. If the player cannot be reached through registered contact details within two weeks of a withdrawal request, the account may be locked and the withdrawal cancelled.

9. Anti-Fraud Policy

9.1. Fraudulent or abusive activity includes, but is not limited to:

• collusion intended to manipulate results;
• bots, scripts or unauthorised software used to gain an advantage;
• chargebacks on legitimate deposits;
• false claims;
• exploitation of software errors or loopholes;
• other deceptive, dishonest or unlawful conduct.

9.2. Where fraud is suspected, the Casino may suspend or close an account, void winnings, freeze or confiscate funds, recover costs, investigate activity or report the matter to relevant authorities.

9.3. Live telephone verification may be required in addition to documents. Failure to complete requested verification within two weeks can lead to account closure and forfeiture of funds where permitted by the applicable rules.

9.4. Bonuses, Free Spins and associated winnings can be voided where promotion abuse is identified. Examples include:

• structured betting intended solely to manipulate wagering requirements;
• switching between high-variance and low-variance games to artificially manage wagering;
• bonus-only activity without genuine real-money play;
• maintaining a deposits-to-bonus ratio exceeding 50%;
• delaying or manipulating game rounds to avoid bonus conditions;
• using multiple accounts or connected accounts to claim duplicate offers;
• exploiting software bugs or errors for monetary gain.

9.5. Verification documents may include a government-issued photo ID, proof of address and proof of payment method. Documents may need to be provided in Latin or Cyrillic script. Video verification may be required when standard documentation cannot be accepted.

9.6. A player who discovers a software error or system defect must not exploit it and should report it to [email protected].

9.7. Deposits must be wagered three times before deposited funds can be withdrawn. Where multiple deposits are made without gameplay, the combined deposited amount can be subject to the same wagering requirement.

9.8. A Player Account is not a bank account, does not earn interest and is not intended for currency exchange or financial services.

10. Depositing

10.1. Ruby Reels supports deposit methods that can include Visa, Mastercard, e-wallets, bank transfers and other available payment options. Paysafe transactions are processed by Tronabriz Limited.

10.2. Questions about available payment methods can be directed to [email protected].

10.3. Deposits must be made from a payment account held in the player’s own name. Third-party deposits are prohibited. Where a third-party deposit is identified, winnings generated from it may be confiscated and the original deposit can be returned to its lawful owner.

10.6. Deposited funds appear in an account only after the payment has been successfully processed and confirmed by the relevant payment provider.

10.7. If a deposit is rejected, reversed or charged back, winnings generated from that deposit can be voided.

11. Withdrawal Policy

11.1. Minimum and Maximum Withdrawals

Maximum withdrawal amounts depend on the payment method displayed in the cashier. Where a requested withdrawal exceeds a method limit, payments can be split into separate instalments.

11.2. Identity verification can be required before a withdrawal is processed. False, incomplete or invalid verification documents can result in a refused payout or account action.

• valid government-issued photo ID;
• proof of residential address;
• additional documentation required to verify identity or payment ownership.

11.3. Eligible card withdrawals can use Original Credit Transfer for Visa or Payment Transfer for Mastercard, subject to card and issuing-country requirements.

11.4. A bank or card issuer can independently block a transaction even where the country or method is otherwise supported.

11.5. The Casino may process a withdrawal through another suitable payment method when necessary.

11.6. Ruby Reels aims to process approved withdrawal requests within 72 hours. Actual receipt times depend on payment method and verification status.

11.7. No-Deposit Bonus Winnings

• EUR 50 or USD 50;
• AUD 75, CAD 75 or NZD 75;
• NOK 500;
• ZAR 1,000;
• INR 5,000.

Additional no-deposit rules can apply where a player has not previously made a deposit. A deposit and KYC verification can be required before withdrawal.

11.8. Withdrawal Frequency Limits

Cryptocurrency limits are calculated using the exchange rate applied when the request is made.

Maximum cumulative casino profit in a daily period from 00:00 to 23:59 UTC is capped at USD 100,000 or equivalent for VIP users and USD 50,000 or equivalent for non-VIP users and VIP trial users, excluding progressive jackpot wins.

11.9. Where a player deposited by credit or debit card, withdrawals up to the player’s net deposited amount can be returned to that card. Amounts above net deposits can be paid through another method.

11.10. The Casino’s internal operating currency is EUR. Transactions in another currency can be affected by conversion rates used by payment processors or banks. Bank transfer payouts in USD are unavailable. Bank transfers are processed within three business days.

11.11. Intermediary banks can impose fees on bank transfers, typically up to EUR 16.

11.12. Player balances do not earn interest and the Casino does not provide currency exchange services.

11.13. Players are responsible for charges imposed by their bank or payment provider.

11.14. Refund enquiries can be sent to [email protected].

12. Dormant Accounts

12.1. An account can be treated as inactive after 12 consecutive months without login or gameplay. An inactive account can be charged a monthly dormancy fee of EUR 20 or currency equivalent, deducted from its remaining balance.

If the balance is less than the applicable dormancy fee, the remaining balance can be deducted instead.

12.2. The fee can continue to be charged monthly until the balance reaches zero or the account is reactivated by logging in and placing a wager.

13. Expiry Period

Any claim or cause of action arising from these Terms or from services provided by the Casino must be brought within one year from the date the relevant claim arose. Claims submitted after this period may be treated as waived.

14. Refund Policy

14.1. A request to refund a legitimate transaction must normally be submitted within 24 hours. If unauthorised account access is alleged, the request must be made within 30 calendar days from the date the player first became aware of the access.

14.2. Where an account was funded by credit card, an eligible refund or withdrawal up to the total net deposited amount can be returned to that card. Amounts above net deposits can be paid using another method.

14.3. Bonuses and winnings are deducted when calculating any refundable amount.

14.4. Where card transactions are classified as high-risk for legal or security reasons, the Casino can return transactions to the originating payment card and report relevant circumstances to the appropriate parties or authorities.

14.5. Players are responsible for fees incurred during a refund process.

14.6. To ask whether a refund is available, contact [email protected].

Documents that can be requested include:

• a photograph or scan of valid photo identification;
• a photograph or screenshot of the relevant payment method;
• evidence of the player’s current residential address.

Telephone verification can also be required. Withdrawals and refunds remain subject to completion of KYC. If the player cannot be reached through registered contact details within two weeks, the account can be locked.

Approved refund payouts are typically processed within five to seven banking days.

15. Complaints

15.1. Handling and Escalation

Complaints are initially handled by the Ruby Reels Support Team. Matters that cannot be resolved immediately can be escalated internally. The account holder will be kept reasonably informed about the status of the complaint.

Support can be contacted at [email protected].

15.2. Account Holder Only

Complaints must be submitted by the registered account holder. The right to make a complaint cannot be assigned or transferred to another person.

15.3. Server Log Authority

Where a dispute concerns a game result, Casino server logs and records are used as the authoritative record. If the information displayed on a player’s device differs from the server record, the server record prevails.

15.4. Communication

Communication regarding disputes will use the contact information registered on the relevant Player Account.

15.5. Alternative Dispute Resolution

If a player remains dissatisfied after the internal complaint procedure, the dispute can be escalated to EGIS, an independent ADR body operating under the regulatory framework of the Tobique Gaming Commission.

EGIS website: https://egis.io/

EGIS dispute contact: [email protected]

16. Non-Transferability

Players may not assign, pledge or transfer rights or claims arising from these Terms or participation in games without the Company’s express written consent.

• Player Accounts cannot be transferred.
• Balances, deposits and winnings cannot be transferred as property rights.
• Wagering rights and game outcomes cannot be assigned.
• Related legal or commercial rights cannot be pledged, gifted or encumbered.

Any prohibited attempted transfer is void.

17. Arbitration

Disputes arising from these Terms, related agreements or gambling activity are subject to arbitration in Costa Rica. By accepting these Terms, the player agrees to the dispute-resolution framework set out here rather than commencing proceedings in another court where the arbitration provision is valid and enforceable.

18. KYC and Account Verification

18.1. By registering and using Ruby Reels, the player authorises the Company to perform identity and contact-information checks where required by the Casino, payment providers or relevant regulatory obligations.

18.2. Only natural persons who are the registered account holders may play for real money. Registration information can include:

1. Date of birth and valid identification confirming that the player is at least 18 years old or the higher applicable legal age.
2. Government-issued photo identification such as a passport, driver’s licence or national identity document.
3. Additional identification where required.
4. Proof of current residential address, such as a utility bill or bank statement.
5. The player’s full legal name.
6. The player’s complete residential address.
7. A valid email address.

Additional information or documents, including proof of payment ownership, can be requested. An account can remain suspended until requested verification material has been received and approved.

18.3. If a player is found to have been underage while using the gambling services, or if registration information is materially false, inaccurate or misleading, the Casino can:

• close the account;
• void transactions and wagers placed during the relevant period;
• refund genuine deposits where applicable under the policies;
• confiscate winnings generated while underage;
• seek repayment of withdrawn funds;
• take other measures permitted under applicable law and these Terms.

18.4. Failure to provide valid requested documentation, including expired identification or documents containing mismatched details, can result in account suspension or closure and can affect the treatment of funds held in the account.