Complaint #63 Ruby Slots Casino

Account locked with no explanation, they are trying to steal my $9400 in winnings

By bg1221

10 years ago

Message on forum

Several weeks ago, i played at Ruby Slots casino, under a No Rules Bonus, code: RUBYGLASS, and hit huge $9,400.00, I have lost so much money in physical casinos, since i have gone to internet casinos I've had the best of luck. When i won, I did not withdraw my winnings for i wanted to play some of my winnings in the hopes of getting lucky to increase my winnings. Today 05/09/2015, I tried logging into my account and it says, call customer service you are unable to log in. I called customer service, and they said someone will get back to me, and no one has. I honestly don't need to speak to customer service. For what, just pay me the money i won fair and square. Ruby Slots processed all my deposits quickly and efficiently, but when someone wins and it comes time for RubySlots to pay, they put the players account on hold, and hold player's winnings hostage. I have come to find out that alot of casinos i played at are related to RubySlots, i did not know this. I won that money fair and square, and i want to get paid the money i won. It is not right that when a player wins, that RubySlots casino then puts a hold on account and avoid to pay players winnings. I request that RubySlots do the honorable thing and pay me the money i won fair and square in the amount of $9,400.00 as soon as possible without headache and delay.

Disputed Casino Ruby Slots Casino

Reason Declined payment

Amount $9400

Discussion

bg1221

• United States • 2 reviews

10 years ago

I am prepared to take my argument, snapshots, chat logs, and all evidence to the Gaming Commission, Licensing division, Hastings International, other authorities, and file suit in a Court of law in the named Country, if my winnings are not paid in full.

bg1221

• United States • 2 reviews

10 years ago

Correction, to my July 02, 2015 post, As indicated on my May 12, 2015 post. I was told during a telephone call with RubySlots Casino Rep., named Sophie, that my account is being audited for 30 days. 30 days has gone, left, and passed, so that was a lie... We are now going on 3 months since my account was closed on May 09, 2015, and audit initiated. And my winnings are still being held hostage. And guess what? They have no answers, other than to tell me they have no information on the status of the audit. Again, I am requesting while this audit is still taking place for now over 3 months, that the total amount of deposits deposited into my Rubyslots player's account be immediately refunded back to me in the amount of $585.00 And then when the bogus audit is over, RubySlots can deduct $585.00 from my $9,400.00 in winnings they continue to hold hostage in the midst of their bogus audit, and stall tactics. And send me the rest of my winnings. So, $9,400.00 minus $585.00 = $8815.00

bg1221

• United States • 2 reviews

10 years ago

On Saturday, May 09, 2015, my complaint was posted on AskGamblers, (see: unresolved complaint). On July 01, 2015, I spoke to the Ruby Slots Escalation Manager named Tara. I inquired about my winnings in the amount of $9,400.00 that is being held hostage by Ruby Slots casino, and the status of this bogus audit that has been initiated on my now closed RubySlots casino account. Ruby Slots Escalation Manager 'tara' indicated the investigation and audit can be long, wide, and complex. Which indicates to me this bogus audit can take a long time, and that it is unreasonable for RubySlots and any of its affiliates to hold on to and retain my deposits while there investigation/audit is still after 3 months ongoing with no answers or information whatsoever. I have not been given a timeline notice for this audit which is further unreasonable. I am requesting while this audit is still taking place for now over 3 months, that the total amount of deposits deposited into my Rubyslots player's account be immediately refunded back to me in the amount of $585.00 And then when the bogus audit is over, RubySlots can deduct $585.00 from my $9,400.00 in winnings they continue to hold hostage in the midst of their bogus audit, and stall tactics.

AskGamblers

• Support Team

10 years ago

The complaint has been reopened upon submitter's request.

Ruby Slots Casino Complaint Stats

Resolved 429 / 442

Avg. Amount $3,742

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

Ruby Slots Casino Complaints

See all complaints for this casino

Late payment at Ruby Slots

My withdrawal request of $1400.00 USD was approved on June/10/2026.
I have not received my payment yet. I am a Level 5 VIP!!! When it comes to VIP you can’t go higher than that. Why do I have to come here to get paid?
Supposed to have fast withdrawals so why are my payments constantly late?
I’d appreciate some assistance!

80h left

$1,400

I requested a $1950 withdrawal

I originally won on May 6. I requested a $1950 withdrawal, and it was approved and it was supposed to be paid on the 13th. On the 13th Ruby slots canceled my withdrawal request and said I had to request the withdrawal by a different means. My original request was through coin draw, but they made me choose the bitcoin withdrawal. Then they now have said that only $1250 is approved and I still haven’t received it. They keep giving me the runaround and do not pay me.

Resolved

$1,950

Withdrawals declined without explanation

I won 15,250usd and did some withdrawals in 2023, a few of which were paid to me, but
Ruby Slots casino then began denying the withdrawals.
I queried with chat and emailed to support my passport as required. After repeated email follow-ups that were ignored I stepped away from gambling for a while due to frustration.
I decided to try again some time later in 2024, only to have my withdrawal denied again and left disappointed.
I was unsure what I could do, but recently after researching I learned this was an appropriate place to pursue payment..
I am still owed a sum of 11,929usd.

Unresolved

$11,929

Once again payment being delayed

I won $100 on Nov 1, 2025. I received an email on Nov 18 stating "your payment is on the way". I have not received it yet. I contacted Chat several times and I was told that the payment was sent to the processor on Dec 2, 2025. It is now almost 5 weeks later and still without. I like their games, and I know it takes time to get a withdrawal, but it's been over 9 weeks. Hopefully, this will help expedite the process.

Resolved

$100

Delaying payment and splitting them

I won over $8000 a few months ago I had a long process to go through. They didn’t accept my documents I finally got verified and now my first withdrawal of course he said you can only do $2500 at a time they split that into two 1250 payments when I set for one full 2500+ they took out a fee and said they are going to charge me another fee on the other 1250 when that comes that I have to wait 7 to 10 business days for each approval through the casino and 7 to 10 days of their money baking system to send the money so that’s a full month each time I have multiple payments coming and I requested them all in the middle of November and they are with holding my money and not sending that money as promised everything was approved. Everything was verified and I’m not receiving my payments. I have all kinds of chats that said I will get them directly one after another and that I would not have to have the timeframe waited in between now they’ve decided even split them saying it was due to their third-party payment company and I said if that’s the case, why do I have to wait another 7 to 10 days for the other have to be approved that if it was the payment company that split it they are just delaying my payments intentionally I have chatted over and over and I have all chats to proof I would like this looked at plus all the extra fees that are gonna be charged if they split and they said they can also split every request of mine if need be and charge me extra fees if need be this is just an intentional delay. I would like this addressed please.

Resolved

$8,006

Runaround from Ruby Slots again

On 06.28.25, I won $4000 & I requested 2 withdrawals of $2500 & $1500. The $2500 was approved on 07.15.25 & I received payment for it but am now getting the run around for the $1500. I have contacted support several times and keep getting told that it has been escalated.

And that I just have to wait..

It has been it's more than enough time and I am getting frustrated because I asked to speak to her manager and was told that a manager would tell me the same thing... I just want to get my money and be done with them. I quit playing there many years ago because of this very reason but they had someone reach out to me and i started playing there again and haven't had any issue until recently...

All my information has been verified with them, so there is no reason for this delay...

Resolved

$1,500

I have given the casino enough time

I feel and believe that I have given the casino enough time to make good on my winnings and that I have followed all the rules set forth.I am not looking to cause a fuss or blame or even put a bad name out there on any casino or persons that makers no sense.All I want is to collect what I won and no more.I hope I am not jumping the gun and that i have given it the proper amount of time to ask for your help.On Feb 26th 2025 I requested a withdrawl,and then again on March 1st 2025,then it was finally approved April 8th 2025 and now it is June9th 2025. I have contacted them at least five times since and have gotten no where,so this will be the third time to ask for your help in which you guys are the best.

Resolved

$700

Ruby delays my withdrawal 508 USD

I submitted my withdrawal through Bitcoin on 5/8/2025.

I was withdrawing $508 after my bonus was removed.

I was told 7-10 business days. So on the 22nd, I should have received my payment.

Then I was told it would be an additional 7-10 days to process the payment.

So, one Month to process a small win. This is not what is listed on their website. They claim instant payouts.

Now I'm told that there are a lot of winners lately, and they opened up a "ticket" and to wait another 72 hours.

This is after they told me I withdrew via CoinDraw and not Bitcoin.

Everything is some other excuse, all stalling in the hopes that I'll play it back.

Resolved

$508

Ruby slots payment

I have few redemption requests pending and 2 approved. For one initiated on 12/27/2024 they claim that the payment was sent on 01/28/2025 but since then the only answer I get is to wait because once the payment left the casino there is nothing they can do. Today is the 13th business day since the payment was sent according with customer service but I don’t see anything in my bank account nor they are able to provide me with a trace number for the transfer.

Resolved

$4,830

Once again Ruby doesn't pay

I played on Ruby Slots Casino on January 4, 2025.

I cashed out $2200. I have yet to receive it.

I sent in all documents and and I still get a runaround.

You can deposit over and over again, but when it's time to get paid problems starts.

You have helped me with this problem before, so I am hoping you will get me my winnings.

Thank you in advance.

Resolved

$2,200