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

Message on forum

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 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

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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.

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Ruby Royal Casino Declined Payment due to new bonus terms

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Unresolved

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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

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Unresolved

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Ruby Royal Casino don't pay

Ruby Royal Casino had stolen my deposit, blocked me from live chat and ignore my emails.
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Please help me to get my payout or add this casino to black list

Unresolved