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Ruby Slots Casino - I won $130,000 and cannot get my money

Complaint Info
Disputed casino Ruby Slots Casino
Reason Delayed payment
Amount $ 130000
Posted on January 9, 2017

I, legitimately won $130,000 at Ruby Slots and requested a withdrawal on 12/15/16. I sent in all of my documents as requested. I received an email on 12/17/16 saying

Reference number: LTK121660167863907X Please use this ticket number in any correspondence with us.
Subject: Re: Account Payout Requested - RubySlots - TraceID 28801189
Dear Sharon,
Thank you for contacting us.
I sent request to my manager and you will be contacted soon, According to our rules, we cannot pay out more than $2500 anyway. There is a possibility that we can pay you this amount twice a month.".......... the email was signed by Masha.
Their withdrawal request form states "withdraw $2500/week.

I would love to have the entire $130,000 at once, however, I would be happy to receive $2500/week or even every other week.

I have called and left messages and have sent numerous emails and haven't heard one more word. It has been almost a month!

Can you help?
Thank you

Posted on January 10, 2017

I received an email today asking for my bank info. I sent it to them even though I had already sent them all of my documentation including my banking info. I don't have money yet but at least I got an email!

I do not consider this problem "resolved". (at least not yet)

Posted on January 14, 2017

Hi Sharon--

First, let me congratulate you on such a stunning win! Amazing!

I've looked through the notes on your file and yes, we do have your bank wire information and your first payment has already been approved. Unfortunately, I cannot find your docs in your file.

What I'd like to do is have you be in touch with Elena, one of our best Escalations Managers. Because this is such a large sum of money, which will call for many payments, I feel it is best that she (along with myself) be directly involved to ensure all is in order and that all payments are sent off in a timely manner.

To that end, I've sent you a private message here at AskGamblers with Elena's contact information. I will also be in contact with Elena to bring her up to speed on this. In the meantime, if you can kindly forward the necessary documents to Elena, she'll make certain they're received by our documents manager and expedited.

I'll be monitoring this every step of the way until your sum total of withdrawals have been received,

All the best,


Posted on January 14, 2017

Thank you for your reply!

I have just emailed to Elena my bank cards, drivers license and utility bill that are on the ATTACHMENT
as were before. All of this was also faxed the middle of December in addition to being emailed to Elena at this same email address. My bank wire info is also in the email.

By the way, my cell phone works and I would appreciate a phone call if a problem arises or if anything else is needed. That would be more suitable to me than having my file put on the back burner for weeks!

Again, thank you for your help!

Posted on January 18, 2017

Hi Sharon--

I'm not in the office right now, but will be later today. I'll be sure to check with Elena to see where things stand and I'll be back to update you.


Posted on January 21, 2017

Dear Ruby Slots Casino,

Please let us know if there's some update regarding this case.

Posted on January 21, 2017

AS of today I still have not received any money, however, they have "promised" me it has been wired and on it's way. Apparently it was wired on Jan 16th. I will update as soon as I get my first payment.

Posted on January 23, 2017

I am still waiting on a payment. I received an email from "ASK GAMBLERS" that they were informed by Ruby Slots that their bank transfers were not working at the moment. When I contacted Ruby Slots I was told by Elena that she did not know where that information came from because their bank transfers are working properly and I should be receiving my first payment shortly.

So, I will continue to wait!

Posted on January 26, 2017

Dear Ruby Slots Casino,

Please let us know if there's some update regarding this case.

Posted on January 26, 2017

As of today I have my first wire transfer!!! Thank you so much!!! They are supposed to be wired each week so if I should have a problem.... I know where to turn!

Thank you Ruby Slots and THANK YOU ASK GAMBLERS.

Posted on January 27, 2017

Dear @Sharon,

Please let us know if we may close this complaint as resolved? Please 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.

We would also like to use the occasion and suggest to player to contact our team and request complaint's reopening in case something goes wrong with their payments.

Thank you for your cooperation.

Posted on January 27, 2017

Dear Ask Gamblers,
Yes, you may close my complaint as "resolved" and I will do as you suggest and request a re-opening if needed.

Once again, thank you for your help! The people I have spoken with via email have been extremely helpful.

Thanks for being there when we need it most!

Posted on January 27, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Posted on May 22, 2017

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on May 22, 2017

I have been receiving periodic payments from Ruby Slots since my last post until approx 2 months ago and all of a sudden they stopped. After repeated emails, with no answer, repeated phone calls and leaving messages (or no answer) nobody called me back. I had been corresponding with a lady named Elena who has been very nice and helpful until 2 months ago and I no longer hear a thing from her. Then Polli started helping me and now I can't get Polli to reply!

About 3 weeks ago, I received an email from Tom T. in "documents" requesting more (the same ones) documents. Although I had sent these same documents 2 times, I sent them again, making 3 times. I sent them to Tom T. as requested with a reply requesting that if he needed anything else to let me know. I have not heard one thing.

Now I have received emails saying my "withdrawal request" has been "denied".

I have called, left a message and sent an email. I can't seem to find out anything and they still owe me over $40,000!

Thank you for your help...once again.

Posted on May 26, 2017

Hi Sharon--

I just saw your issue come through here at AskGamblers--I'm sorry to see you've had to come back for assistance with this. :-(

Give me a day to speak with all involved to find out exactly what's going on with this. Don't worry--I'll get you back on the right track.

All the best,


Posted on May 27, 2017

I have not heard anymore from Tawni, however, I did get an email from a Ted Cruze with "Cool Cat Casino" saying that I should have received a payment on May 10th via BTC's. I DID receive the BTC's but I did not know it was from Ruby Slots. Apparently there is no way of knowing who sends you BTC's or bank wires unless somebody knows something that I don't know. In which case, I wish you would share it with me.

I have been begging these casino's to let me know when they send payments so I will know who the payments are from. Not one of them has ever informed me when a payment is sent.

I asked Tom Cruze when I would be getting another payment since May 10th was over 2 weeks ago and I have not heard back from him.

These casino's offer no explanations for anything, unless of course, you are trying to make a deposit and then they are all over you trying to help.

Posted on May 31, 2017

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Ruby Slots Casino management will soon jump in with an update on this complaint.

Posted on May 31, 2017

I caved.
I got tired of being jerked around and treated as if I did not deserve to win so I just went to the website and gambled everything! They kept returning my money to my account every time I would request a withdrawal.

You can close this case!

I appreciate Ask Gamblers for what you do but I have learned it does no good to try to deal with a ROGUE CASINO!

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