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Ruby Slots Casino - Confused and angry on how they are handling my withdrawals

RESOLVED

Complaint Info

Disputed casino

Ruby Slots Casino

Amount

$ 6689

frankk Ohio
Posted on January 15, 2022

Dear AskGamblers,

I am asking for your help in getting paid for my money that I won from the Ruby Slots Casino by following all of their withdraw guidelines and rules. I am by no means a stranger to the online casino rules of gaming. I have been a player at this one casino for many many years and have been told even by their standards that I am a good customer and player.

For the last year or so I have been getting the inclination that I am no longer a favorite player anymore. Okay, but I am nervous that I will not get paid unless I keep playing and depositing. I play this site every day and deposit sometimes up to 3 times in 1 night. The site will not catch up on payment.

The earliest of 5 withdraws dates back to may of 2021 (see attached) The chat person(s) that I talk to used to say don't worry you will get your money. Now they have stopped saying this lately. I am very scared the 5 withdraws total close to $ 6,000.00 US with an additional $4,000.00 + balance on my play account that I was told I would have to play out and it could not be transferred to the new Inclave account that they claim is now the new site.

I am very confused and angered at how they are handling my money. Can you please help me?

Posted on January 19, 2022

Hi Frank--

I apologize for the frustration you've been experiencing with this.

I'm pleased to tell you that a payment was sent to our processor, Monday: 1/17 Paid $3887 + no Service Fee for transactions #110192775 ($1,052.00), #110192797 ($1,084.00), #110192802 ($1,751.00). I would expect you'll find the funds in your account, early next week (possibly sooner).

Regarding the shortfall from your requested amounts, this is because you received bonuses relating to each withdrawal. All bonuses are non-withdrawable and as such, removed from your total withdrawal amounts.

Your next two withdrawals will be approved later today and should be sent to our processor the following day. Once I have the transaction details, I'll be back with another update.

All the best,

Tawni

frankk Ohio
Posted on January 20, 2022

Tawni, Thank you for responding to my issues. I still have a concern regarding the withdraw approvals. At this time nothing has been deposited into my account, but all of the withdraws have now vanished from the pending transaction stage. The account History does show them being approved. Your earlier response stated that the funds should show up by early next week, if this is so than we are okay and I appreciate every thing you did for me to get this done. Since my initial complaint I had withdrew an additional $2,400.00 US. Can I get a contact email from you for any future issues that may come up and also a response to this one? One more thing, what is Inclave?

AskGamblers
Posted on January 24, 2022

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.

Thanks in advance for your cooperation.

Posted on January 24, 2022

Hi Frank--

Your final payment was sent to our processor, last week: 1/19 Paid $2802 + no Service Fee Wire transaction #110254211 ($1,762.00), #110254223 ($1,040.00). I expect the funds should reach your account in the next few days, along with the funds for the payment from the 17th (our processor has a bit of a back-log, which is why this is on the slow side).

I've sent you a reconciliation of your account so that you can see that all withdrawals have now been paid. In that email, I've also sent you the link which will explain everything you need to know about Inclave. ;-)

I wish you all the best,

Tawni

frankk Ohio
Posted on January 25, 2022

Tawni,
I have received both of the wire transactions today in my account. I am very pleased that you have delivered what you had said. I want to thank you very much for your help in this matter and would like to close this complaint at this time. Unfortunately this was my only way to communicate with the site. If I have any future issues of this magnitude I will try calling on you through your email first to get it resolved. Thank You. Signed: Confused No More

AskGamblers
Posted on January 26, 2022

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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