Complaint #674 Ruby Slots Casino

Constant Denial of Withdrawal

By 7deuce

2 years ago

I engaged with Ruby Slots Casino under their no deposit bonus, which mandated a 40x playthrough and a $100 Max Cashout. After successfully meeting these requirements and accumulating winnings totaling $180.18, I proceeded to initiate my first withdrawal on 11/26/2023. Unfortunately, it was cancelled without notification, and only on 11/29/2023, did I become aware of this issue.

Subsequently, I made another withdrawal attempt via Bitcoin on the same day, complying with the 7 business days approval period. On 12/09/2023, faced with continued delays, I decided to escalate my case. On 12/11/2023, my withdrawal was denied, and after inquiring with casino support, I was informed of additional playthrough requirements of $186, which were not visible on the frontend but indicated on the backend.

Despite successfully completing the mysterious playthrough and concluding that session with a withdrawable amount of $210, my second withdrawal attempt on the same day (12/11/2023) was also denied. This time, I encountered conflicting playthrough claims from two different Casino Support Representatives. On 12/20/2023, Support Sharon asserted that I had only played $204 out of $240 and still needed to play an additional $37. Conversely, on 12/25/2023, Support Ernest claimed I had only completed $257 of $1,200 in playthrough, a statement inconsistent with the information provided throughout the entire process.

The lack of transparency and shifting conditions for withdrawal have left me deeply frustrated. I have diligently followed the casino's procedures, completed the stipulated playthrough requirements, and adhered to all instructions provided by the support team. The constant denial of withdrawals, each time citing different playthrough amounts, raises serious concerns about the fairness and transparency of Ruby Slots Casino's operations.

I have documented correspondence that provides proof of varying playthrough amounts and requirements.

Disputed Casino Ruby Slots Casino

Reason Bonus terms violation

Amount $110

Discussion

AskGamblers

• Support Team

2 years ago

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.

7deuce

2 years ago

Hi Tawni,

I appreciate your efforts in resolving the matter. However, I have some concerns regarding the prolonged process required for the withdrawal. Specifically, I was asked to complete a third playthrough, which, as far as I understand, is not part of the agreed-upon terms. Furthermore, when seeking clarification from another agent, I received conflicting information about the required amount for the third playthrough. It appears that without the involvement of an intermediary, the approval for withdrawal would not have been granted.

A huge thank you to the AskGamblers team for helping to resolve this.

Ruby Slots Casino

• Representative

2 years ago

Hi Jonathan--

I'm happy to tell you that your payment was issued earlier today: 1/2 Paid $110 (0.00259115) + No Service Fee for transaction #137386820.

To be perfectly honest, I'm not certain why you received differing information from our Customer Service agents. I've attached my direct email for you to use--should you have any similar issues in the future, you can always contact me. I'll be able to give you accurate information. ;-)

I wish you all the best,

Tawni

7deuce

2 years ago

Hi Tawni,

Thank you for your out-of-office notification. I understand you'll be back on January 3rd, and I can wait for your return to address my concerns. Specifically, I seek clarification on the constant changes in playthrough requirements as evidenced in our documented correspondence.

I appreciate your attention to this matter upon your return.

Ruby Slots Casino Complaint Stats

Resolved 428 / 441

Avg. Amount $3,746

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

Ruby Slots Casino Complaints

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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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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.

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Delaying payment and splitting them

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And that I just have to wait..

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

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I have given the casino enough time

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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.

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

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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.

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