Complaint #385 Ruby Slots Casino

Breaching their own terms and conditions

By Tamara P.

5 years ago

Message on forum

I was playing Ruby Slots for approximately 6 months before winning over $800. I continued to play for a few days with a fluctuating balance and decided to cash out requesting a $450 wire transfer to my bank account. I contacted via phone and spoke to a customer service agent that verified instructions on how to complete the wire transfer from Ruby Slots. I followed the procedures and submitted my request expecting the transfer to take place in 10-14 days, as the csr told me. I contacted my bank and informed them of my winnings and a transfer would be coming for $450.

I continued to play the slots on the Ruby Slots website for several days with no problems leaving roughly a balance of $35 of slots cash for playing the game. I began having a problem signing into my account four days after my request for a wire transfer and believing this transfer would be taking place soon. I tried online chats on the Ruby Slots website but it would send me to the message screen and would not allow me to online chat with anyone. I tried sending 15 messages, one every day since this experience of broken promises began, and never received a response. I tried calling the same number that I spoke to the csr on and now it was a recorded message and I was unable to get a person on the phone or leave a message for someone to contact me. I sent an email to the only email address I could find for Ruby Slots and never received a response.

I continued to try logging on to my account, live chatting, calling, and sending emails with no response. I tried changing my password so I could log in to my account and play again. It would allow me to change my password but would not except it signing into my account.

A few days ago I was able to get to the online chat on the Ruby Slots website and was informed my account had been revoked. When I asked the reason for this status of my account I did not get a response. I have tried online chatting a few times since and have asked for an explanation of my account being revoked, there is no reason or explanation for this change of my account.

I began playing this game, believing i could wire transfer any winnings at any time to my bank account, with much enjoyment not expecting to win anything: I believed the terms and conditions I read when signing up to play the slots. Ruby Slots’s has breached there own terms and conditions and has lied and stolen from a hard working mother. They should do what they state and transfer my winnings of $45.00 in addition to the $30 slots cash left on my account they have prevented me from accessing. In advance, Thank you for your assistance in resolving the matter.

Disputed Casino Ruby Slots Casino

Reason Declined payment

Amount $480

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Tparks,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you have requested the withdrawal again.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse to react accordingly or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Ruby Slots Casino

• Representative

5 years ago

Hi Tamara--

I emailed you a while back explaining that the funds were placed back in your account while we were waiting to complete your documents. In this email, I asked that you please make the withdrawal once again.

We're still stuck in the same place at this point. Please request the withdrawal again. As soon as I see the withdrawal has been requested, I'll have your withdrawal paid without delays.

Also, I've forwarded the email I sent to you previously to you and I've copied AskGamblers management in on this.

Much appreciated,

Tawni

Tparks

• Georgia(US)

5 years ago

Thank to all that have continued to work for a resolution to my complaint. The last information I received from Ruby Slots (Tawni) was that my documents where in good shape and where excepted and would in route to the processor within a matter of a couple of days. That was the last contact with Ruby Slots on December 5,2020, Hopefully a resolution is here.
Thank you Tamara

AskGamblers

• Support Team

5 years ago

Dear all,

This complaint has been reopened as per Ruby Slots Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Ruby Slots Casino Complaint Stats

Resolved 429 / 442

Avg. Amount $3,742

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

Ruby Slots Casino Complaints

See all complaints for this casino

I requested a $1950 withdrawal

I originally won on May 6. I requested a $1950 withdrawal, and it was approved and it was supposed to be paid on the 13th. On the 13th Ruby slots canceled my withdrawal request and said I had to request the withdrawal by a different means. My original request was through coin draw, but they made me choose the bitcoin withdrawal. Then they now have said that only $1250 is approved and I still haven’t received it. They keep giving me the runaround and do not pay me.

Resolved

$1,950

Withdrawals declined without explanation

I won 15,250usd and did some withdrawals in 2023, a few of which were paid to me, but
Ruby Slots casino then began denying the withdrawals.
I queried with chat and emailed to support my passport as required. After repeated email follow-ups that were ignored I stepped away from gambling for a while due to frustration.
I decided to try again some time later in 2024, only to have my withdrawal denied again and left disappointed.
I was unsure what I could do, but recently after researching I learned this was an appropriate place to pursue payment..
I am still owed a sum of 11,929usd.

Unresolved

$11,929

Once again payment being delayed

I won $100 on Nov 1, 2025. I received an email on Nov 18 stating "your payment is on the way". I have not received it yet. I contacted Chat several times and I was told that the payment was sent to the processor on Dec 2, 2025. It is now almost 5 weeks later and still without. I like their games, and I know it takes time to get a withdrawal, but it's been over 9 weeks. Hopefully, this will help expedite the process.

Resolved

$100

Delaying payment and splitting them

I won over $8000 a few months ago I had a long process to go through. They didn’t accept my documents I finally got verified and now my first withdrawal of course he said you can only do $2500 at a time they split that into two 1250 payments when I set for one full 2500+ they took out a fee and said they are going to charge me another fee on the other 1250 when that comes that I have to wait 7 to 10 business days for each approval through the casino and 7 to 10 days of their money baking system to send the money so that’s a full month each time I have multiple payments coming and I requested them all in the middle of November and they are with holding my money and not sending that money as promised everything was approved. Everything was verified and I’m not receiving my payments. I have all kinds of chats that said I will get them directly one after another and that I would not have to have the timeframe waited in between now they’ve decided even split them saying it was due to their third-party payment company and I said if that’s the case, why do I have to wait another 7 to 10 days for the other have to be approved that if it was the payment company that split it they are just delaying my payments intentionally I have chatted over and over and I have all chats to proof I would like this looked at plus all the extra fees that are gonna be charged if they split and they said they can also split every request of mine if need be and charge me extra fees if need be this is just an intentional delay. I would like this addressed please.

Resolved

$8,006

Runaround from Ruby Slots again

On 06.28.25, I won $4000 & I requested 2 withdrawals of $2500 & $1500. The $2500 was approved on 07.15.25 & I received payment for it but am now getting the run around for the $1500. I have contacted support several times and keep getting told that it has been escalated.

And that I just have to wait..

It has been it's more than enough time and I am getting frustrated because I asked to speak to her manager and was told that a manager would tell me the same thing... I just want to get my money and be done with them. I quit playing there many years ago because of this very reason but they had someone reach out to me and i started playing there again and haven't had any issue until recently...

All my information has been verified with them, so there is no reason for this delay...

Resolved

$1,500

I have given the casino enough time

I feel and believe that I have given the casino enough time to make good on my winnings and that I have followed all the rules set forth.I am not looking to cause a fuss or blame or even put a bad name out there on any casino or persons that makers no sense.All I want is to collect what I won and no more.I hope I am not jumping the gun and that i have given it the proper amount of time to ask for your help.On Feb 26th 2025 I requested a withdrawl,and then again on March 1st 2025,then it was finally approved April 8th 2025 and now it is June9th 2025. I have contacted them at least five times since and have gotten no where,so this will be the third time to ask for your help in which you guys are the best.

Resolved

$700

Ruby delays my withdrawal 508 USD

I submitted my withdrawal through Bitcoin on 5/8/2025.

I was withdrawing $508 after my bonus was removed.

I was told 7-10 business days. So on the 22nd, I should have received my payment.

Then I was told it would be an additional 7-10 days to process the payment.

So, one Month to process a small win. This is not what is listed on their website. They claim instant payouts.

Now I'm told that there are a lot of winners lately, and they opened up a "ticket" and to wait another 72 hours.

This is after they told me I withdrew via CoinDraw and not Bitcoin.

Everything is some other excuse, all stalling in the hopes that I'll play it back.

Resolved

$508

Ruby slots payment

I have few redemption requests pending and 2 approved. For one initiated on 12/27/2024 they claim that the payment was sent on 01/28/2025 but since then the only answer I get is to wait because once the payment left the casino there is nothing they can do. Today is the 13th business day since the payment was sent according with customer service but I don’t see anything in my bank account nor they are able to provide me with a trace number for the transfer.

Resolved

$4,830

Once again Ruby doesn't pay

I played on Ruby Slots Casino on January 4, 2025.

I cashed out $2200. I have yet to receive it.

I sent in all documents and and I still get a runaround.

You can deposit over and over again, but when it's time to get paid problems starts.

You have helped me with this problem before, so I am hoping you will get me my winnings.

Thank you in advance.

Resolved

$2,200

VIP payouts

I've been a player on Ruby for quite sometime and reached VIP status. I made a withdrawal via Bitcoin but have not yet received it. As a VIP, a Bitcoin withdrawal should be processed in a timely manner as a deposit by Bitcoin takes only minutes. After requesting a withdrawal, the site stated it would be processed shortly but I have not received a verification of the transaction. I'm a verified player and had to use this site to get my funds expedited in the past. I'm hoping I can get the same results. Thank you in advance for your assistance.

Resolved

$175