Ruby Slots Casino - Delayed payments from July

UNRESOLVED
posted on September 3, 2016.

Not sure what is going on with Ruby Slots but I feel like I will never receive my payments. I have played a lot and have since stopped for the most part because I am not getting anywhere with the support team and feel mislead. My winnings are from July and have not received anything. I have been told numerous times that my account is verified for my Wells Fargo bank wire and that my payments will be deposited soon. I have been told the same thing over and over. The time that has past is more than adequate for them to send payments and I would like to receive a confirmation on when my money will be deposited in my bank. I have attached 2 screen shots that reflect the amounts owed with dates.

Thanks in advance for the help.

I also unfortunately am having the same issues with another casino in this group which I will submit a separate claimplaint shortly.

posted on September 8, 2016.

Hi Cayla--

I'm so sorry for the delays and frustration you've experienced with this.

Regarding this account, I do see that a wire has been sent off--I'd expect this to be reflected in your account no later than Monday or Tuesday. With your pending withdrawals, I hope to have these pushed through and paid next week.

I'll be back to update this as soon as I have further information.

All the best,

Tawni

posted on September 9, 2016.

Thank you Tawni, I will await your reply. I also submitted a complaint regarding Club Player and did not receive a reply about those approved payouts.

Cayla

posted on September 10, 2016.

Hi Cayla--

I'm so sorry--not sure what happened, as I could have sworn I'd replied to that issue. Now I see it was closed as unresolved (I'll have to ask AG to re-open it).

In any event, on your other issue, the wire was uploaded at the same time as this wire--you should be seeing this in your account any day now. ;-)

I'll come back Monday to let you know about the balance of withdrawals on this account.

Have a great weekend,

Tawni

posted on September 12, 2016.

I look forward to hearing from you today regarding the remaining withdrawals. I also have not received any of the wire transfers that you said were sent out last week.

Cayla

posted on September 16, 2016.

May I please have a response on my remaining withdrawals as these were supposed to be received this week. You also stated you would reply on Monday regarding this and it is the end of the day Thursday with no response at all this week.

Thank you.

posted on September 19, 2016.

Hi Cayla--

I'm terribly sorry. I had replied last week, but for whatever reason (no doubt my own screw-up), my post did not appear. :-(

I've checked on things again and that wire should have hit your account by now. Finance actually sent off more than I had anticipated ($1800)--please check your account.

Another payment is set to go off, later today.

All the best,

Tawni

posted on September 19, 2016.

Hi,

I received $1,746.95 this morning. Can you please confirm the amounts that will be deposited this week as I had over $10,000 of withdrawals which I can no longer reference in my account for some reason..

I would assume that I will see all funds reflected in my bank account this week. Is this correct?

posted on September 21, 2016.

Hi Cayla--

Unfortunately, our processors will not upload $10k in one wire--we have strict limitations we have to follow(and all other U.S.-facing casinos, for that matter).

To that end, I do see that a payment ($2500) was sent off to processing late last week (you should see that sometime before the end of this week. Another payment of $2500 will go off later this week, which I'd imagine you'll see by mid-week, next week.

I'll continue to follow this until all payments have been sent and you've confirmed receipt. :-)

Tawni

posted on September 24, 2016.

On sept 19th you said a payment was to be sent that evening, I did not receive one. On sept 21st you said I should receive a $2500 payment by the end of the week. It is now Saturday and once again I have not received anything that you have mentioned in your replies.

I would appreciate you not running me in circles regarding this and supply me with some concrete information regarding my payments.

Thank you for your help,

Cayla

posted on September 28, 2016.

I received $2,446 this morning. I still have not received a response from you regarding the remainder of my payouts and when they will be deposited.

Due to the unreasonable amount of time and the false replies I have got from you regarding this, I would expect the remainder of my payouts to be expedited.

posted on October 1, 2016.

Hi Cayla--

I'm doing my very best to have everything sorted out for you, as quickly as possible.

Another payment should have reached your account already ($2500)--if it hasn't, I'm quite certain it should be reflected no later than Monday or Tuesday. We've also sent off another $2500 to our processor, which I'm hoping you'll see in your account by the end of next week.

There is still an amount pending for approval, which I'll speak with our Finance Manager about, Monday--I'll come back with an update on that.

Have a good weekend,

Tawni

posted on October 4, 2016.

It is now Tuesday and I did not hear back from you regarding the remainder of my payments. I have not received anything since my last post on sept. 28th. Please update

Thanks

posted on October 4, 2016.

Hi Cayla--

I've checked again on things and everything within your account appears to be accurate. I do know that we had a batch of wires that appear to be a bit slow in reaching players accounts, however, from everything I can see, these wires have indeed gone off. Please hang in there a few more days--I'm certain you'll see those funds reflected in your account.

As for the balance of your payments, I see another approval has been made and that payment will be sent off later this week, with the funds reaching your account sometime next week.

I'll continue to watch your account and update accordingly.

Tawni

posted on October 7, 2016.

I received the 2 wires you stated previously. I will await the other wire for next week.

Can you let me know the amount of the wire for next week and any remaining wires.

Thanks

posted on October 11, 2016.

Hi Cayla--

I'm relieved to hear you've finally received those wires. ;-)

I've looked into the status of the balance of your withdrawals and I do see that those have now gone off to processing ($500 x 2 and $1000 = $2000). I would hope to see the funds reach your account no later than early next week (fingers crossed, by this Friday).

All the best,

Tawni

posted on October 13, 2016.

Definitely hoping to see wires Friday if not then, no later than Monday or Tuesday of next week.

AskGamblers
posted on October 17, 2016.

Dear @Caylabindon,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

posted on October 17, 2016.

I have not received the payment. Thank you

posted on October 20, 2016.

Hi Cayla,

First, I must apologize for my slow reply. Unfortunately, I've been traveling for work and I'm now just trying to get caught up while still on the road.

I will speak with my colleague in the morning to check on your withdrawals and I'll be back as soon as I have some information.

All the best,

Tawni

posted on October 20, 2016.

I have still not received the wire that you said I would get no later than early this week.. I would hope to see this in my account tomorrow as once again I was told false information.

posted on October 23, 2016.

Hi Cayla--

Please let me know if you received the wire.

Thank you,

Tawni

posted on October 27, 2016.

Hi Cayla--

Can you please let me know if the wires have reached your account yet? I'm seeing nothing indicating any sort of issue on our end.

Please advise,

Tawni

posted on October 27, 2016.

I have not received them. I received an email from Elena yesterday with a list of wires that were sent off asking which ones I have not received. I responded stating I had not received the last 2 wires ($2000 total) and provided bank statements per her request. She returned stating that these were messed up and not sent. She is also now stating that I am only owed $1000 not $2000. Unfortunately I am unable to reference any of this in my account. I am extremely frustrated with Ruby Slots.

posted on October 30, 2016.

Hi Cayla--

I absolutely understand your frustration with this and to be honest, I'm surprised you're not screaming by now (believe me, most are not as kind as you are with these situations).

I'm happy to hear Elena has been in touch with you, however, I'm every bit as confused as you are, relating to the amounts. As it is Sunday, I'm not in the office right now, but I will be in, tomorrow morning. I'll speak with Elena to get the status on your payments, as well as further information regarding the amounts.

Until then...

Tawni

posted on November 1, 2016.

Tawni, this thread was opened 2 months ago. I have had nothing but the run around and been given false information over and over again. Please update accordingly, as you said you would be back in touch with me yesterday and of course I didn't not receive an update as you stated! It is absolutely ridiculous to have to go through this whole complaint process to be paid my winnings from Ruby Slots over 4 months ago.