Complaint #669 Ruby Slots Casino

Cashouts denied

By 1badnana

2 years ago

Message on forum

I requested payouts totaling $6500. The casino says I violated its rules by playing blackjack. This is not the case. I asked the casino multiple times to show me the play history that shows I played blackjack. It refuses to provide the play history. The casino website says all email inquiries will be responded to within 48 hours. I've sent email after email after email and never received a response. The casino withdrawal screen says the player will be contacted within 7 to 10 days if a cashout is denied or has a problem. I have never been contacted. I did not play blackjack illegally. I won the $6500 legitimately and while adhering to the terms and conditions. I expect Ruby Slots to do the same. I'd like to add that when I've tried to play cards or other banned games, I receive an error message stating the same. How then could I have played blackjack? It makes no sense at all.

Disputed Casino Ruby Slots Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Ruby Slots Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Ruby Slots Casino

• Representative

2 years ago

Hi Elizabeth--

I'm sorry, but your withdrawals were correctly denied, in keeping with our terms and conditions:

ALL DEPOSIT BONUSES: STANDARD WAGERING REQUIREMENTS

11. Playing a prohibited or restricted game while using a bonus will void any winnings generated during the use of a said bonus. These terms are valid and applicable EVEN AFTER THE PLAYTHROUGH REQUIREMENT HAS BEEN MET. All Deposit Bonuses for Slots and Keno with No Restrictions (No Playthrough and No Max Cash-Out) come with our software minimum of 1X playthrough (deposit + bonus amount) before the funds can be withdrawn.

--

As you did play non-allowed games (even after you'd completed the playthrough), your withdrawals were denied and your winnings voided.

I've forwarded all necessary evidence to AskGamblers management as proof that what I've stated is accurate.

Tawni

AskGamblers

• Support Team

2 years ago

Dear Ruby Slots Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

1badnana

2 years ago

I need to correct my complaint. I did play cards. I played AFTER I had cashed out and the bonus coupon had been deducted from my account. I've read the terms and conditions multiple times and there is nothing that says playing cards forfeits my winnings. I played cards and lost at least $1000. According to the casino's Terms and Conditions, I satisfied the playthrough requirements for both slots and cards. Here's the bottom line....the casino says it doesn't matter that I had cashed out and the bonus coupon had been deducted from my account, any money that remained in the account could only be used to play slots. Because the software allowed me to play cards using the remaining balance and I did so, I forfeited all my slot winnings. So, I'm being told that even though I lost at least $1000 playing cards, I also lost $6500 in slot winnings. The casino still refuses to provide me with my play history for the month of October. It has excuse after excuse. In the interest of being transparent and not appearing shady, I don't understand why they won't provide the information I've requested. There is absolutely no reference in the casino's terms and conditions to forfeiting all winnings if blackjack is played. Once a player satisfies the playthrough requirements, requests a cashout, and the bonus amount has been deducted from the player's account, according to the casino the remaining balance is not the player's to do with as he or she wishes. Why does the software allow a player to play an ineligible game after the playthrough requirements of a bonus/coupon has been satisfied? Until the playthrough requirement is satisfied, when a player tries to play an ineligible game, an error message comes up and won't let you play. If any portion of a player's account balance cannot be used to play blackjack or another card game and doing so will forfeit all winnings, then the player should not be able to access that game. This casino's failure to communicate with the players, including answering email inquiries or notifying the player that a cashout is being denied is completely unacceptable.

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.

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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.

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Delaying payment and splitting them

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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.

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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.

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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.

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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.

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