Complaint #54 Ruby Slots Casino

Declined payment

By Any2Cards

11 years ago

Message on forum

Ruby Slots Casino offered a hundred dollar free that came with a $6,000 playthrough. I completed the playthrough and requested to withdrawal the $100. Initially, in my first chat that I saved and copied, they told me it would take 3 days for approval and 7-14 days to have the money sent via Western Union. Then after several other chat sessions when I was enquiring about the status of the withdrawal, they changed their story and that it would now take 15 "business days" for approval and 14 business days for the money to be sent. Ok whatever, if that's the way it is fine, as long as they pay. Well in the mean time about three weeks later they offered another $50 free chip with a similar playthrough. So I took the chip. The problem is they failed to make their terms and conditions available in the link they provide for the free chip. There was no mention of any terms or conditions, just an appreciation chip! However, when I enquired again about the original $100 withdrawal, they told me that my withdrawal was cancelled because I took the other $50 chip. Big supprise needless to say. After the fact, it makes sense and I understand the logic and I can see the logic from the casino's perspective. However, there was no link made available at the time I was redeeming the other $50 free chip. So basically, all I can say it seems that this casino goes out of there way to hide their terms and conditions directly related to free chipps. Moreover, the time frame for payouts is rediculously slow. I'm not sure if that is the case for other players, but for me they definately dropped the anchor, and mislead me with the the other $50 free chip offer. Just rediculous. Stay away from this casino and any other casino in the Virtual Casino Group, customer support is the same for every skin in this network. To bad, the software seems to fair and they have some good Bjack games. But there is no way I would put my own money on this site, the payouts are just terrible in comparison to other casinos which take on average 7-10 days (not bus days) to have cash in hand. One last thing, they actually give me a senders name and a MTCN number for one of the $100 withdrawals ( I finished the playthrough on 5 of their skins). However, when I went to WU to pick money the cash, they had match and everything was fine "except" there was a 15min review period. When that was complete, I found out that the money had been sent back to the sender with no explnation which the casino denied to tell me why the transaction was cancelled at the last minute. STAY AWAY FROM THE VIRTUAL CASINO GROUP.

Disputed Casino Ruby Slots Casino

Reason Declined payment

Amount $100

Discussion

Any2Cards

11 years ago

Just to let you know this matter has been taken care of. I was finally able
to settle this matter. Thank you for your assistance, without it,
doubtfully this would have been settled. Thanks.

Ruby Slots Casino

• Representative

11 years ago

Hi any2cards,

We're all at a loss here as to what happened with your Western Union pick-up, because we've checked and the payment IS and has been available for pick up since June 11th. We have verified the MTCN and all is fine.

I'd like to make it clear that all of our websites and emails clearly define or terms and conditions. Equally clear, we define our processing times on each of our websites. When there is a free chip or a bonus above 100% involved, our processing times are slower than other casinos. Had you been playing with real money and taking no bonus or a bonus up to only 100%, you'd find our casinos to be on par with other casinos in the length of time to execute payments.

I have re-sent all the pertinent information so you can pick up your payment to your email address.

All the best,

Tawni

Ruby Slots Casino

• Representative

11 years ago

Hi Any2Cards,

Would you please be so kind as to provide me with your casino user name.

Thanks,

Tawni

Ruby Slots Casino

• Representative

11 years ago

Hi Any2Cards,

I'd like to look into this for you, but to do so, I'll need to have your casino username.

Thanks,

Tawni

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

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

VIP payouts

I've been a player on Ruby for quite sometime and reached VIP status. I made a withdrawal via Bitcoin but have not yet received it. As a VIP, a Bitcoin withdrawal should be processed in a timely manner as a deposit by Bitcoin takes only minutes. After requesting a withdrawal, the site stated it would be processed shortly but I have not received a verification of the transaction. I'm a verified player and had to use this site to get my funds expedited in the past. I'm hoping I can get the same results. Thank you in advance for your assistance.

Resolved

$175