Complaint #192 Ruby Slots Casino

Document Processing & Payout Take Forever

By airplanetimm

8 years ago

Message on forum

I have been trying to determine if my documents have been processed with Ruby Slots casino since I submitted them on November 27th 2017, which is required for a pay out in the amount of $2000.00. They require:

• Copy of an Identification (Driver's License or Passport)
• Utility bill (showing your name and address) or a lease if you live in the United States
• Signed Authorization Form for all the Credit/Debit Cards used (http://www.rubyslots.com/authorization-form.php)
• Scanned copy of all the Credit/Debit Cards you have used to deposit

Please send the above-mentioned documents to: documents@rubyslotsmail.com

This was done Mon, Nov 27, 2017 at 11:27 AM.

I have spent in upwards of 15 hours with their customer service chat, only to be told that there is nothing that they can do.

I got through to the document processing department via chat and the confirmed that they had my documents and that they would "prioritize" my documents. The have my documents, they have seen them, and they still refuse to process them. I have been told it takes between 48 hours and 15 business days for this process to be completed, yet it has been longer than both of these time frames and the casino still refuses to communicate effectively regarding this issue. I have emailed their management department, and have heard nothing. I understand that they do not say anything in writing on their website and I trust that because of these delays this is why.

I have begged and complained all while being very civil and professional, to no avail. I need some help here.

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $2000

Discussion

AskGamblers

• Support Team

8 years ago

Dear @airplanetimm,

Please make 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.

Ruby Slots Casino

• Representative

8 years ago

Hi Airplantimm--

I'm sorry, as it appears no one sent you the tracking info. The good news is that I do see your payment was delivered to you, yesterday.

Again, I apologize sincerely for all the difficulties you've had with this.

I wish you all the best,

Tawni

airplanetimm

• United States

8 years ago

Tawni,

I am still waiting on the tracking number for this check as of 01/02/2018.

I am concerned because if the check does not arrive withing the 30 days that the check was issued, I believe it will be void, based on the terms of your casino.

I continue to look forward to the tracking number and ultimately payment.

Ruby Slots Casino

• Representative

8 years ago

Hi Airplanetimm--

I'm so sorry this is taking so long--it generally is much faster than this.

I was told by our Manager, Thursday that tracking is expected to come in, Tuesday. I'll be away until Wednesday, but should the tracking come in as expected, someone from the Payments Department should be sending you the tracking information to your email address.

I hope you have a very happy New Year,

Tawni

Ruby Slots Casino Complaint Stats

Resolved 429 / 442

Avg. Amount $3,742

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

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