Complaint #9 Ruby Royal Casino

Giving me the run around using "random" security check as an excuse for delaying my payment

By StrappedUpDee

11 years ago

Hello,

I've played at this casino and won it big. I deposited a minimum of $25 into my balance and I have played with a bonus that gave me 888 free bets. I have met all of the promotion requirements & able to request a withdraw for my winnings. I requested a withdraw of $1900, submitted the required paperwork, waited the required 10 days for the request to be reviewed, only to get an email back from the financial department of the casino stating that my account was chosen for a "random security check" with no explanation. I have emailed the financial department again on the 31st, however they have not responded back since. I have also emailed them on the 2nd of January. I have not received a response. Why would my account be chosen for a "random security check" and why isn't there an explanation for it? I am greatly disappointed at the lack of communication that the financial department is giving me at the moment. I hope the situation gets resolved.

Disputed Casino Ruby Royal Casino

Reason Declined payment

Amount $1900

Discussion

StrappedUpDee

• United States

11 years ago

No they have not. Thanks.

AskGamblers

• Support Team

11 years ago

Dear @StrappedUpDee,
Any update considering your complaint? Thank you.

Ruby Royal Casino Complaint Stats

Resolved 3 / 9

Avg. Amount $712

Avg. Complaint Duration 9 days

Avg. Response Time 5 days

Ruby Royal Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Ruby Royal Casino Complaints

See all complaints for this casino

Want my $2500 withdrawal

I won $2700 at Ruby Royal casino and with draw the weekly limit of $2500, which was suppose to be in my account within 10 business days. After the 10 business days passed, I began emailing them asking where my money was. On the 12th business day I received the an email that stated that I would only receive $300 because I did not deposit enough money and play enough to get the entire $2500 and it would be deposited back into my player account. When I looked in my player account nothing was there. So, I can only receive $300 of the $2700 I won? I did not play after I won the money because I wanted to be sure it was not a scam and I would actually receive the $2500 owed. I would have kept playing if i received the full amount owed to me. I guess I should have looked at the legitimate reviews before signing up with this casino. PLEASE AVOID THEM. Thank you for an outlet to complain...

Unresolved

$2,500

Ruby Royal Casino is yet to pay me my casino winnings ($150)

I requested for a payment in the month of October and waited for the minimum 10 business days wait period only to be informed by the financial department that my account was selected for some "random security". That was the last communication i received from their so called financial dept. I am aware of the fact that i am not the only member going through this .... however i still went ahead and requested for a withdrawal after the 2 months wait was over, and i got the same automated email about them updating me when the verification would be over and my withdrawal amount was refunded back to my account. I tried reaching the customer service and letting them know about the same. Apparently they customer service staff named Jason who was friendly does not have access to anything regarding my withdrawal as its handled by the financial department. He tried every possible ways of raising an issue about my withdrawal to their financial department but till date there has been no revert. I have therefore decided to write it down here at AskGamblers.com as my last resort and i am hoping for this issue to be resolved. Am very disappointed with them but still would like to give them a last chance. Requested for a withdrawal again(Feeling hopeful)

Unresolved

$150

Declined Withdrawal Without Explanation

I requested payout from Ruby Royal casino a few weeks ago. Called the 844 # and a guy by the name of Jason told me payout request will be denied until a 60 day security check is completed and to contact the finance department by email for further questions. Not sure what the deal is with that, I given all requested documents and recieved an email stating that all documents were approved prior to payout requests. Several emails have been sent to the finance department requesting information about the 60 day hold. Have yet to recieve a response.

Resolved

Ruby Royal Casino Declined Payment due to new bonus terms

I took the 25 free nodeposit bonus. managed to wager it. The max cashout from the bonus is 125 after a 25 deposit. When I tried to deposit I was told that the rules have changed for that promotion and it is now 2x bonus max cashout. Here are screenshots of the promotion I made today where the terms are clearly stated.

Unresolved

$125

Ruby Royal Casino not paid my 165 euro withdrawal request yet!!

Hello Askgamblers, my name is Jiban Sarkar. I have a complaint against Ruby Royal Casino which did not release my withdrawal request 165 euro where 10 days required times for withdraw has been passed. After taking very long time for verification process where they took also phone verification,I had finally requested 1st withdraw request on 2nd October 2014. If I count till today that's mean 12 days has been passed. Yes,I had contacted with support but got no successful answer! So, I am feeling insecure about this matter. I saw numerous complaint into this site against this casino also. Could I get any help from you to receive my withdrawal 165 euro please? Thank you.

Resolved

€165

Not willing to pay

hi, I expose my problem, I received a no deposit bonus, I know the requirements, to withdraw the winnings I made a deposit of 25 euro, after 10 days they asked me the documents to verify my identity, I also spoke by telephone with a certain Jason called me while I was in their chat after 14 days, I sent the form faxback photocopying license, utility bills, photocopy check, but I am still no excuse not to pay. The payout is 500 euro.

Resolved

€500

Still haven't been paid for a $1,000 withdrawal over 30 days

I followed every instruction from RR to make my withdrawal. I felt there was delay from day one the cashback form they emailed me required my signature and every box opened to fill out except the signature page. I printed it signed it then emailed it back along with the other requested forms. Waited for approval, which took longer than what they said. I felt my emails were ignored, and passed to 3 different people. When it was finally approved then they said I could only request $500 at a time which I did back to back as instructed to do by them. Then after longer than what they promised only one transaction was approved, it took another 10 days to get the other $500 finally approved when it came time to wire back into my debit card then more time went by, and then I got an email from them saying that they have a new policy and a different company pays out there withdrawals, it sounded fishy so I had to login that account ask for the withdrawal, and nothing came, after sending several emails I get a response, your money is being deposited as requested by me into my debit card, still nothing came it has been over a month since I was promised my $1,000 withdrawal. All my emails are ignored even when I write back to the managers that email me sending special offers they say they will answer any questions, but I don't hear back from them. I have every email saved that they have sent me. I have a $7,000 withdrawal that is in the beginning process from Golden Cherry and haven't heard back yet over a week and I am very worried as I have spent a lot of $ at various online casinos and I am afraid I won't get my money. A few days ago I uninstalled BEGADO with the same problems as I just read someone else had it kept stopping, not paying out wins and every shakes spins that seemed to controlled, they took no responsibility for it so I will just not play there anymore and I lost a lot of money fast from it. Also had a problem with Monarch casino yesterday it was landing on a pay line and at least a dozen of payouts didn't get paid
I notified live chat and they apologized and had @ 6 links for me to click on and do all kinds of stuff to send to their support and they would investigate which I didn't understand any of the instructions. The first link I clicked on brought me to a message that said the page expired, then I went back to the live chat and was voicing my complaint and then I was bumped off their website. Some of these issues are very hard to prove so I just delete them from my computer. I'm so hoping to find a trustworthy casino as I really enjoy gambling and thought I would do it on line instead of driving far and always losing from the tight casinos we have here in Minnesota. I found the most problem I run into is I am emailed a new promotion and slotocash never redeems them saying it is not a valid promotion when I have emailed them to them and I always have to battle for it. They make it very difficult to redeem a promotion forcing you to live chat which takes any where from 15-25 minutes to redeem a promotion. I hope you can help me keep my faith in these online casinos.

Unresolved

$1,000

Ruby Royal Casino don't pay

Ruby Royal Casino had stolen my deposit, blocked me from live chat and ignore my emails.
Requested payout 25 jul, chat operators don't know anything about withdrawals, after few chat sessions just blocked me so I can't even start chat session, wrotted few emails first 2 weeks ago and last email were sent yesterday they still did not answered.
Please help me to get my payout or add this casino to black list

Unresolved