Thank you, Tawni, and thank you to the AskGamblers Complaint Team for reopening this complaint.
I want to respond to Ruby Slots’ latest explanation because it actually makes the issue clearer.
Ruby Slots is now stating that although a Ruby Slots support representative told me I would be paid, the matter was ultimately sent to the Finance Department and the Finance head exercised his discretion to decide not to pay me.
However, this does not address the specific issue raised in my original complaint: Ruby Slots’ own Terms and Conditions and its prior written offer of a $200 withdrawal.
As I explained in my original complaint, Section 4.3 of Ruby Slots’ Terms specifically addresses the situation involving a deposit that is credited before final confirmation and later fails. Under that provision, winnings generated from that specific credit are limited to a maximum withdrawal of $200.
That is significant because on August 12, Ruby Slots itself offered me a $200 withdrawal in connection with this exact issue.
Therefore, I am asking Ruby Slots to explain how it can now simply refuse payment when:
1. Its own Terms specifically contemplate a withdrawal of up to $200 in the circumstances described in Section 4.3;
2. Ruby Slots previously offered me a $200 withdrawal;
3. Ruby Slots previously told me I would be paid;
4. I repeatedly complied with its verification and payment-method requirements; and
5. Ruby Slots subsequently recorded approximately $200.01 and $30.00 as Manager Withdrawals on August 24.
Ruby Slots’ own Section 5.12 is also important because it states that a Manager Withdrawal is a deduction from the account balance and does not mean the funds were approved for payment.
Therefore, the August 24 Manager Withdrawals cannot reasonably be treated as proof that I received payment. I did not receive those funds.
Ruby Slots’ newest explanation — that Finance simply decided “no” — still does not identify a specific term that I violated, does not explain why the $200 previously offered to me was withdrawn, and does not explain what happened to the approximately $200.01 and $30.00 removed from my account.
I respectfully ask Ruby Slots to provide the specific contractual basis for its current decision.
If Ruby Slots believes Section 4.3 does not apply to my circumstances, then I ask them to explain why, identify the specific provision they are relying upon instead, and provide the transaction records supporting their position.
I also ask Ruby Slots to address its August 12 written offer of $200 and explain why that offer was made if the Finance Department ultimately believed that I was entitled to nothing.
I have retained the relevant emails, transaction history, withdrawal history, verification records, screenshots, and the Terms and Conditions relied upon in my original complaint.
I am not asking AskGamblers to automatically rule in my favor. I am asking that Ruby Slots provide the detailed explanation and supporting evidence that the AskGamblers Complaint Team specifically requested.
At this point, “Finance decided no” does not resolve the dispute. Ruby Slots needs to explain how that decision is consistent with its own Terms, its prior $200 offer, its prior representation that I would be paid, and the amounts subsequently removed from my account.
My requested resolution remains the same: Ruby Slots should honor the $200 withdrawal previously offered and pay the amount I am entitled to receive under the applicable Terms, or provide a complete, documented explanation supported by its records and the specific Terms authorizing the refusal.
Thank you for continuing to review this matter.
