Complaint #314 Ruby Slots Casino

Delayed payment and no response from support.

By dives13

6 years ago

Message on forum

I had made a withdraw request on 7/16/19 for 2,500. I had received a check from them just a few weeks prior so all my ID docs were in order and I did get an email from their Doc dept stating that. I asked for a wire transfer and if there was a form to fill out my bank info. After some time had passed and a few emails asking for a status update I got an email from payments that said they cannot so a wire transfer becauae my bank was a partner with JP Morgan Chase which they don't deal with. No other info. I asked for a check and gave them the bank info which is a credit union. I wa then informed they can't send a check to credit unions. So I said use b of a becauae that is the bank I that was used for the recent check I had received and cashed. I did cash that through the credit union and it went through no problem. Each one of these exchanges happened via email and there was at least a week for the reply from them. I was then told that my only option was bitcoin. So I sent them almy wallet address and said if there is anything else let me know. 2 weeks later payments tells me they will need my ID again and passport and pics of me holding them for bitcoin payments. So, I get that and email the docs dept with the attachments the next day I login to the casino and my withdraw amount had been put back into my account. So, I played a little.... Added a few hundred to it and made another withdraw request on 9/21/19. I have never heard back from any of my inquiries and there has been no followup or anything about why they decided to simply cancel my first request. And what why they couldn't send a check baffles me since they did just a few weeks previously. What about the bitxoin option? Why have me send all the docs for that just to cancel the withdraw? I am hoping that I won't have to wait another 10 weeks and have it show up in my casino account so I start the process again. Any information or status of this would be great. Even better if this could be expedited in any way. I do have the emails as proof and the tickets #s are:Ref#:4705359 & ,5022625

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $2500

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

dives13

6 years ago

Good afternoon Tawni and ask gambler's. Com. I am happy to say that the full amount has been confirmed in my bitcoin wallet. Thank you for your help from both ruby slots and the ask gamblers website. This is the 2nd time this site has helped me successfully resolve an issue I've had with an online casino. Thanks again and have a great day.!

Ruby Slots Casino

• Representative

6 years ago

Hi Donovan--

I'm happy to tell you that your withdrawal is scheduled to be issued, tomorrow.

I will not be in the office until Thursday, but as soon as possible, I'll come back with the confirmed transaction details. ;-)

Tawni

dives13

6 years ago

Thank you for your follow up. If you note in my original complaint I did send the required docs to the document team.on 9/18/2019.
I did resend them to you directly just now at 630am pdt, 10/19/2019.
Let me know if there is anything more I could do on my end.

Again, thank you for help.

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

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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..

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...

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

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

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