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Ruby Slots Casino - Delays with Withdrawal

RESOLVED
Complaint Info
Disputed casino Ruby Slots Casino
Reason Verification issues
Amount $ 100
Posted on July 24, 2014

I have requested a withdrawal on April 24th, or around that time frame, I did send in my verification papers, so I waited a week to see if they got them, they didnt (but I know they were sent) so when I checked they said there was no verifcation docs, so they gave me another address to send the docs to: [email protected] slots, the first address was ccproc­ess­ing­@ru­bys­lots. I waited another week and they said, they didnt receive the documents yet., or that the docs werent approved. I received account payout denied, When I asked this is what I got via chat. I dont know why Ruby Slots is pushing this with delays. I like the casino, but there are other casinos that dont give you the run around with withdrawals. Here is a chat transcript:

gneglia: Hi Joesph, can you please tell me why my withdrawal request was denied?

Joseph: There's no documents on file

gneglia: I have send the required documents to both addresses including [email protected] ruby slots last week

gneglia: and they did go through

gneglia: because I have a copy of it

gneglia: I dont know why ruby slots keeps saying there are no documents on file

Joseph: The manager doesn't approve documents, the documents received by the manager are forward to the correct department

gneglia: this has been going on since 4/24

Joseph: And that department (Processing) has not approved any documents yet

gneglia: you said that there are no documents on file

Joseph: That is correct

gneglia: so my documents havent been approved but they are on file.

Joseph: Not been on file means that have not been reviewed to be approved

gneglia: how long does that process take?

Joseph: It normally takes 24-48 hours for our Processing Department to review your documents. However, lately due to the large amount of documents we are receiving, it may take some additional days. Please also keep in mind their schedule is Monday to Saturday, from 10am to 7pm EST.

Joseph: Thank you for your patience and understanding.

Maybe you can help?

Posted on May 20, 2013

Dear Player

I will look into this matter and will get back to you ASAP

Regards

< name removed >

Posted on May 20, 2013

Thank you, I appreciate any information you provide me.

Posted on May 24, 2013

Dear Player:

Your documents were approved on May 18th. Your cashout was re-requested for approval on May 10th. according to the Rules: "The time to process withdrawals is 10 – 15 business days." http:/­/ww­w.r­uby­slo­ts.c­om­/fa­q.php

Regards

< name removed >

Posted on May 25, 2013

Dear Player:

Your payment will be approved next week.

Regards

< name removed >

Posted on May 28, 2013

Dear Player:

Your $100 withdrawal has been approved on 5/28/2013 5:30:54 PM . Payment will be processed soon.

Regards

< name removed >

Posted on May 30, 2013

Thank you for your help and support. I have been emailed that 100 has been approved. I will hopefully get it soon.

< name removed >

Posted on June 2, 2013

Dear Player

As soon as your payment is processed I will be contacting you back

Regards

< name removed >

Posted on June 3, 2013

Thanks, I will let you know if I receive payment, I have not received payment yet.

< name removed >

Posted on June 6, 2013

Dear Player:

Please keep me informed.

Thanks

< name removed >

AskGamblers
Posted on June 10, 2013

Dear @gneglia,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

AskGamblers
Posted on June 25, 2013

 Player is payed! This complaint is solved!

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