Complaint #581 Ruby Slots Casino

Employees misunderstand their own terms

By Masterfarmer

4 years ago

I used a VIP insurance monthly token and won. As per their own terms and conditions I met but they wanted to play through and I tried cashing out 2500 dollars which is the max and according to their own terms and I quote “
Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).” Which means I can cash out one time for the max $2500 they denied it they took $2400 stating that the max cash out was $100 than the customer service representative Close the chat while I was in middle of typing. I am positive I have not Misread this, their customer service is being rude and they are misinterpreting their own terms and conditions.

Disputed Casino Ruby Slots Casino

Reason Bonus terms violation

Amount $100

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, the AskGamblers Complaint Team reached the conclusion that Ruby Slots Casino management acted in accordance with their Terms and Conditions. Moreover, the player was eligible to receive the amount of the bonus, which was $20, but considering the fact that minimum amount for withdrawal is $100, the casino processed the payment by adding additional 80$ on the initial amount.

AskGamblers Complaint Team strongly encourage Ruby Slots Casino management to consider possible amendments of the aforementioned bonus rule towards more clarity and the avoidance of similar misunderstandings in the future, considering the fact that current wording leaves too much room for different interpretations.

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

4 years ago

Hi David--

I'm sorry to say, it appears you're not quite understanding the terms for the Monthly Cashback:

4. Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).

It is the amount of your Monthly Cashback bonus which is paid only to a 1x maximum--NOT your winnings.

In this case, you received a $20 Monthly Cashback. Per the terms, you would only be able to withdraw $20, however, we have a minimum withdrawal amount of $100, which is exactly what you've received: 7/19 Paid $100 (0.00458384) + no Service Fee BTC for transaction #113808112

I hope this clears things up for you.

All the best,

Tawni

AskGamblers

• Support Team

4 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.

Ruby Slots Casino Complaint Stats

Resolved 432 / 446

Avg. Amount $3,856

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Ruby Slots Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 410 out of 423 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Ruby Slots Casino Complaints

See all complaints for this casino

200 unpaid after sending everything they asked

Select operator: Search/select Ruby Slots Casino.

Write a complaint: Paste the full complaint I drafted above. I would make the opening especially strong:

I am filing this complaint regarding a $200 withdrawal from Ruby Slots originally requested on July 29, 2026. Despite repeatedly complying with Ruby Slots’ verification requirements, my withdrawal remains unpaid. I have attempted Bitcoin, and different banks. I have submitted my debit card approximately eight times, multiple bank statements, a Social Security/government letter that a Ruby Slots representative specifically told me would be accepted as proof of address, my tax return, health-insurance documentation, and other requested verification.

On August 11, Ruby Slots representative <full name removed> confirmed in writing that “the documents are complete on file now.” Despite that confirmation, Ruby Slots continues requesting documents I have already provided and rejecting payment methods/banks. Each time I comply, another requirement or rejection appears.

I have extensive screenshots and emails documenting the entire process. I am requesting immediate approval and payment of my $200 withdrawal.

Resolved

After two months no movement on my many requested withdraws

On Rubly Slots casino, I have 17 $2,500 requested withdraws, with 16 of them being on 05/11/2026. There has been no movement on them whatsoever. The total of the withdraws is $42,500, with an approximate $400 bonus to be removed making it around $42,100 in actuality. I have been informed by Tawni what the hold-up may be, and it was decided it still makes sense for me to lodge a complaint here in the hopes things eventually begin to move along. Now the wait starts for what may be a rather long process.

Unresolved

$42,100

Violation of payment terms

I have nine (9) withdrawals that were submitted on 06/18/26 for a total of $22,000.00. Withdrawal number 113344659 was a Coindraw withdrawal for $2,000.00 that was denied without explanation and withdrawal number 113344665 is a bitcoin withdrawal that previously had an approval date of 07/02/26. The approval has now been removed and all of these withdrawals are beyond the stated time frames for being approved and paid according to the terms and conditions. This platform is part of a group of platforms accessed through Inclave.com that are constantly violating their payment terms and conditions and engaging in unethical business practices against its players. My player hosts had recently informed me that I was given VIP 5 status which is their highest VIP level which would grant me the maximum limits for withdrawals on my accounts. Now my account shows as restricted and that I am part of an excluded player class. The actions of this platfrom are blatant fraud and they need to approve and issue payment immediately. Furthermore, gaming regulators need to take a serious look at their actions and regulatory compliance.

Resolved

$22,000

Late payment at Ruby Slots

My withdrawal request of $1400.00 USD was approved on June/10/2026.
I have not received my payment yet. I am a Level 5 VIP!!! When it comes to VIP you can’t go higher than that. Why do I have to come here to get paid?
Supposed to have fast withdrawals so why are my payments constantly late?
I’d appreciate some assistance!

Resolved

$1,400

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.

Resolved

$1,950

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.

Resolved

$100

Delaying payment and splitting them

I won over $8000 a few months ago I had a long process to go through. They didn’t accept my documents I finally got verified and now my first withdrawal of course he said you can only do $2500 at a time they split that into two 1250 payments when I set for one full 2500+ they took out a fee and said they are going to charge me another fee on the other 1250 when that comes that I have to wait 7 to 10 business days for each approval through the casino and 7 to 10 days of their money baking system to send the money so that’s a full month each time I have multiple payments coming and I requested them all in the middle of November and they are with holding my money and not sending that money as promised everything was approved. Everything was verified and I’m not receiving my payments. I have all kinds of chats that said I will get them directly one after another and that I would not have to have the timeframe waited in between now they’ve decided even split them saying it was due to their third-party payment company and I said if that’s the case, why do I have to wait another 7 to 10 days for the other have to be approved that if it was the payment company that split it they are just delaying my payments intentionally I have chatted over and over and I have all chats to proof I would like this looked at plus all the extra fees that are gonna be charged if they split and they said they can also split every request of mine if need be and charge me extra fees if need be this is just an intentional delay. I would like this addressed please.

Resolved

$8,006

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