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Ruby Slots Casino - Again behind and late with payments, this time it's $30.000

36 hours left for Ruby Slots Casino to respond.
dvsax New Jersey
posted on August 8, 2018.

I have many payouts since May 2018 still pending status and I haven’t received a payout in a month. I’m a longtime loyal player here since 2012 and feel my payouts are held back because of the fact that I am loyal! So it’s causing anxiety and depression. Dan was my vip rep but I haven’t heard from him In a year.

AskGamblers
posted on August 12, 2018.

This complaint has been reopened as per Ruby Slots Casino 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 August 13, 2018.

Hi Damon--

I apologize for the delay in response with this, as well as the difficulties you've been having.

I've reviewed your account and I do see a payment was sent off to our processor, prior to your complaint being issued:

8/1 Paid $1055 + $20 Service Fee Wire for transaction #56647751

I've had your next withdrawal sent off to our processor, Friday:

8/10 Paid $1505 + $20 Service Fee for transaction #57615468

By now you should have seen the first payment reflected in your account and I would expect the second payment should show up before the end of this week.

I already have your next two withdrawals approved and I'll continue to make sure your approvals and payments continue on, on a regular basis. I'll also continue to give you regular updates on everything until every withdrawal has been issued.

All the best,

Tawni

dvsax New Jersey
posted on August 13, 2018.

I will report that I did receive a payout wire of $1012.60 today. So good on that, HOWEVER, my payouts are 'very behind stated timeframes' and I fully expect they will be 'on time going forward'. I am happy and will be encouraged to report here when I receive them. Ruby has always been good about compliance in paying my winnings up to this point, but delayed winnings are a thorn and thus weakens trust. Thank you very much for understanding and looking forward to continuing on at Ruby. -

Thanks

AskGamblers
posted on August 17, 2018.

AskGamblers Complaints Team have been informed that Ruby Slots Casino representative will not be able to respond to ongoing complaints until Monday 20h of August, therefore the time frame is being extended with another 96 hours.

posted on August 19, 2018.

Hi Damon--

I've checked on your account and I see another payment was sent off to our processor, last Wednesday: 8/15 Paid $1650 for transactions #57821013 ($825) & #57821011 ($825). I would expect you'll find the funds in your account within the next couple days.

Your next withdrawal has already been approved and I've submitted the request for its payment. As soon as I have confirmation this has been sent off, I'll let you know (should be in the next day or two).

Hope you're having a great weekend...

Tawni

dvsax New Jersey
posted on August 23, 2018.

Tawni hello again, yes I have received those, and I am glad of course. For me, it's just that Ruby is just so far behind right now for my account, going back into May right now for me, and I really should be getting larger wire amounts to catch up. As it stands my account is due over 15k just in May alone, and then going forward about another 15k is pending up to today. So I just really would feel great if at least the May amounts were completed right now. Thnx you are definitely helpful for sure, and I do appreciate my good fortune of course with Ruby no doubt!

posted on August 27, 2018.

Hi Damon--

I understand how frustrating this is for you. Unfortunately, we do have a maximum of $2500 per week that we can issue per player and we can only combine withdrawals to achieve this maximum and we do have to go in order of the transactions.

I've checked on your account and I see your next approval was sorted yesterday and it will be sent off to our processor, tomorrow. I know you'll be disappointed, but this approval was for a $1000 withdrawal ($800 after subtracting the bonus funds). The good news is that your next several withdrawal requests are $2500 each, so this will clear things out a bit quicker.

I'll continue to keep you updated on all of this...

Tawni

AskGamblers
posted on August 30, 2018.

Dear @dvsax,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

dvsax New Jersey
posted on August 31, 2018.

Got 1700 today, good on that. I'm anticipating a payout each 7-10 days going forward at this point.

AskGamblers
posted on September 8, 2018.

Dear Ruby Slots Casino,

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

posted on September 8, 2018.

Hi Damon--

I'm so sorry--I didn't realize it had been so long since my last reply. ;-/

I've checked on your account and I see three more wires have been sent off:

08/21 Paid $1780 + $20 Service fee for transaction #58290523
08/27 Paid $787.50 + $12.50 Service Fee Wire for #58482460
09/04 Paid $2300 + no fees for transaction #58665097

With the last wire, I would expect you'll find this in your account, early next week (if not already).

BTW--I had previously placed a note on your account waiving service fees...clearly the note was ignored. I've gone ahead and placed a larger note on your account and the service fees for the payments issued 8/21 and 8/27 ($32.50 in total) will be added in to your next withdrawal.

I've already put in the request for your next withdrawal to be approved. I expect this to be sorted later today or tomorrow. As soon as I see this has been approved, I'll make sure to have the payment issued, straight away.

I'll be back in a few days with another update...

Have a great weekend,

Tawni

dvsax New Jersey
posted on September 9, 2018.

Tawni your great, gotta say I don't know who you are or what your function is at Ruby; but on here you got it together for me at least and that's why your great in my eyes. Got a wire on 9/7 for 2270, good on that. Now, you know I just want payouts to come consistently.. not just when losses add up to a payout amount, you understand that right. So in the past I have seen this pattern and it took about a year to get fully paid out. I trust, now that I am aware of this, things will be different for me this time. Is that clear? And BTW, a thank you for getting rid of those pesky fees to. TYVM

AskGamblers
posted on September 12, 2018.

Dear Ruby Slots Casino,

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

dvsax New Jersey
posted on September 12, 2018.

Received 745.07 on 9/11/18. Just waiting for it all to come rolling in sometime soon...Still owed over 25k+. Thx for your attention to my account. Wish Ruby would/could pay it all off like a normal casino does, I understand their business though.

AskGamblers
posted on September 14, 2018.

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.

dvsax New Jersey
posted on September 18, 2018.

2312.61 received 9/14. Keep it coming Tawni. - Warmly

posted on September 18, 2018.

Hi Damon--

Thanks for confirming the last payment received.

I've checked your account and I see your next withdrawal was approved yesterday (Monday), so I've gone ahead and requested this be sent off. I would expect this to be sorted later today or tomorrow. ;-)

Once I see the payment has been sent to processing, I'll be sure to let you know.

Have a great week,

Tawni

dvsax New Jersey
posted on September 21, 2018.

Well even though I have been a player since 2012 I am now being asked for docs to verify my identity? I ask myself.. Is this a tactic to slow down my payout?

AskGamblers
posted on September 24, 2018.

Dear Ruby Slots Casino,

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

posted on September 25, 2018.

Hi Damon--

I'm sorry about the documents situation--it's simply a requirement that we have current docs on file (docs must be updated every 6 months). The good news is that your documents were approved on the 22nd, so there's no delays for you. ;-)

BTW, for your records, here's the transaction info on the payment sent off last week: 9/19 Paid $2500 for transaction #59380015

I've gone ahead and requested your next payment be issued--I expect this to be sent off to our processor in the next few hours.

I'll be back in a few days with another update...

Tawni

dvsax New Jersey
posted on September 28, 2018.

Got 2470 9/24.

posted on September 29, 2018.

Hi Damon--

As promised, your next withdrawal was sent off to our processor, shortly after my last reply: 9/25 Paid $2500 for transaction #59698692. I would expect you'll find the funds in your account towards the middle of this coming week.

I'll be back in a few days with another update...

Have a great weekend,

Tawni

dvsax New Jersey
posted on October 3, 2018.

Got 2470 on 10/1

posted on October 5, 2018.

Hi Damon--

Thanks for confirming. ;-)

Your next withdrawal was sent off to our processor, Tuesday: 10/2 Paid $800 for transaction #59967431. I would expect the funds should reach you, early next week (if not already).

I'll be away for this next week, so I may not be as responsive as I should be. Don't worry, though--I've already issued the request for your next payment to be sent off and I would guess this will be sorted early in the week.

Have a great weekend,

Tawni

dvsax New Jersey
posted on October 8, 2018.

Ruby Slots still 27,189 in pending going from today back to May.. Virtual Casino 10,325 still in pending from today back to Aug. A bit backed up yes? Tawni are you able to check on my Virtual to please?

dvsax New Jersey
posted on October 11, 2018.

Received 2457.81 today, 10/11

posted on October 15, 2018.

Hi Damon--

First off, another payment was sent off to our processor, last week:

10/10 Paid $800 for transaction #60228682

I would expect you'll find the funds in your account towards the middle of this week.

Of course I'm happy to look into the Virtual account. Please give me a day or two, as I'm just getting back from being out of town for the past week and I'm doing my best to get caught up.

Tawni

AskGamblers
posted on October 15, 2018.

Dear @dvsax,

We would like to use the occasion and suggest to you to submit new complaint against the casino in question, in case that there is something wrong with your outstanding payments at Virtual Casino, which were not part of the current complaint submitted against Ruby Slots Casino.

Thank you all for your cooperation.

dvsax New Jersey
posted on October 15, 2018.

Everything seems to be moving here so far - so that is reassuring for me, and probably others, but remember, i am waiting for a lot payouts many months behind still. Received 767.65, 10/15 from Rubyslots.

posted on October 19, 2018.

Hi Damon--

Thanks for confirming the most recent payment.

Another payment was sent off, Wednesday: 10/17 Paid $841 for transaction #60830803

To be honest, I'm really not certain why the last few withdrawals were not bundled--going forward, I'll see what I can do to make sure we can bundle the payments.

Also, I just got the ok to pay the Virtual account simultaneous to your Ruby Slots account, so I'll go ahead and get moving on this, straight away.

I'll be back in a few days with another update...

Tawni

dvsax New Jersey
posted on October 22, 2018.

Yes larger payouts would be the appropriate step here because these tiny amounts are proving to be exhausting. With the amount of money owed, it's only right to payout adequate sums instead of months long time spans.

dvsax New Jersey
posted on October 25, 2018.

Hi Tawni, just FWI, I did not get anything this week. Id really like to be caught up at least from everything through August, it is now Oct 25.

AskGamblers
posted on October 29, 2018.

Dear Ruby Slots Casino,

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

dvsax New Jersey
posted on October 30, 2018.

Well i only got 770 on 10/25. I'm still owed payouts since MAY. My winnings are around 42k still between ruby and virtual, ruby around 30k. I continue to play everyday, but my feeling is that Ruby is only paying enough to cover my losses now. Seems like they wait to payout only as quick as I play. Just payout already please, I'm getting tired, and I'm happy to report positive or negative experiences to my gaming friends.

posted on November 3, 2018.

Hi Damon--

I'm genuinely doing the best I can for you. I do know there was an issue with the batch of wires going out on 10/17 and it's had a bit of a trickle-down effect on everything, as our processor is now trying to catch up on their end.

I've looked at both of your accounts and here is what the latest news is...

Ruby Slots:

10/25 Paid $1869 for transactions #61375636 ($831) / 61375970 ($1038)

Virtual:

10/31 Paid $2375 for transaction #65967190
10/22 Paid $2000 for transaction #65607189 ($125) / 65607202 ($1875)

I'll be back in a few days with another update...

Tawni

dvsax New Jersey
posted on November 5, 2018.

Tawni I know your doing all you can, I don't dispute that, so kudos to you for everthing you can do, to budge the casinos in question. Today is 11/5, nothing has hit my bank yet, i will be in touch asap. Thx T.

dvsax New Jersey
posted on November 9, 2018.

Tawni I received all of the amounts you specified I would get last week, today. No doubt im relieved to some degree, and you are doing a great job, your great of course.

You said they wont charge me most fees and instead.., they sent each payout individually and charged me $40 each payout, so fees of $160 I end up taking. I'm looking forward to receiving all my wins very soon though.

AskGamblers
posted on November 13, 2018.

Dear Ruby Slots Casino,

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

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