Complaint #478 Ruby Slots Casino

Erased winnings because of false mixed funds

By Ode2deathswife

4 years ago

Message on forum

July 18th 2021

Submitted a deposit for $40.00 for as being first time customer to play on Rubyslots casino. Got a free game deposit of $ 23.80 plus a sign up bonus that lead to having a total of $160.00 to play. But in order to cash out winnings you must play over the $600.00 marking to obtain your winning. Played over $600 and won a grand total of $500.47. Posted my withdrawal. Only July 19th submitted another $50.00 from Bitcoin to play another added bonus that brought a playing balance to $211.00. Sadly did not win anything but that was ok. Still have a previous win of $500.47.

On July 22nd I spoke with a Representative about if all required documentation was received to have my winnings wire transferred to my bank account. He stated that my $500.47 must be canceled because it was mixed funds. Confused at the mixed funds part, so I canceled as directed then the winning dropped from $500.47 to just $50.00. He stated I needed to play out the second 50.00 again to obtain the $500.47 that was going to be put on hold. So I followed his instructions. Did not win anything.

So afterwards reached back out to two more representatives and they kept saying I still had mixed funds and that I will not be getting my first actual winnings. So after sometime now I reached out again with a representative named Freya < surname removed >. She determined that yes I did not have mixed funds and it was going to be corrected in 24 hours. Happy at last. But once I did a follow up on July 24th to see where we all stood. After speaking with another Representative I finally asked for a supervisor.

Supervisor stated that yes it was not mixed funds. But because they gave me back my second transaction of 50.00 plus a bonus which did not win anything. They will not honor my first winnings. Plus they could never tell me why they kept saying my funds were mixed? I was scammed out of my first ever win.

I have all the screen shots of separate representatives that I have spoken with for proof of conversation.

I'm just glad I did finally get confirmation that it was not mixed funds. Hard to mix funds once you submit for your withdrawal. That's the part that was hard to understand

Disputed Casino Ruby Slots Casino

Reason Declined payment

Amount $356

Discussion

AskGamblers

• Support Team

4 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.

Ode2deathswife

4 years ago

Thank You so much for clarifying that for me. It's very much appreciated. You guys are awesome.. and Tawni You're Awesome and your time has been valued greatly.

Ruby Slots Casino

• Representative

4 years ago

Hi Cassie--

Regarding the shortfall from your requested amount, this is because you received a bonus (TREASURE300 (1 of 2) (35 free spins) $120.00 + FS $23.80). All bonuses are non-withdrawable and as such, removed from your total withdrawal amount.

I hope this clears things up for you.

All the best,

Tawni

Ode2deathswife

4 years ago

Hello There,

Today I received payment of $356.00 not the Original $500 I was hoping to fully obtain. Ruby processed the payment to Bitcoin it came to an amount of $355.30. Not sure why Ruby Slots took out $144.00. But at least its something. Thank you AskGamblers. I sincerely appreciate you looking into this matter.

Question: Would anyone know why the $144.00 was withdrawn from the $500?

Thank You Tawni your time is very appreciated.

Ruby Slots Casino Complaint Stats

Resolved 428 / 441

Avg. Amount $3,746

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

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