Complaint #336 Ruby Slots Casino

Excuses for failing to pay

By Cassie B.

6 years ago

Message on forum

I have been trying since November to get my wire transfer withdrawal from them totaling $550. They keep saying I need to submit documents. I have now submitted them 4 times. Someone there instead of contacting me jyst cancels out the withdrawl request (even though they have everything they need). Now they keep saying give it a week and check back, then I notice the withdrawl request again was canceled and I get no where with nobody!

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $473

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Ruby Slots Casino management in regards of this complaint to confirm that player was paid of $473.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

firedisp912

• Florida

6 years ago

Look at your deposit amount, you cannot say you paid me the correct amount. If you did the amounts would add up. There are no other transaction amounts listed anywhere, just your dfposit of $448 and the withdrawal of $15 from my bank. Making it obviously visible that your deposit should have been $458. I would likd to see your breakdown payment page as I've shown everything I have of mine to you. You can say you've explained it before but explaining and showing proof a 2 very different things. My proof shows I was shorted $10 from your side as there are nobother fees from my bank on my end. Your company has made this entire cadhing out winning process a nightmare and from what I've seen from others posts, I'm not the only one. Please provide proof/documents showing all transactions on your end from my winning/deposit/promo date to payout end to show thete isn't a $10 error on your side.

Ruby Slots Casino

• Representative

6 years ago

Hi Cassie--

As I've stated previously, we did NOT take out any fees on our side. We issued the payment in the amount of $473 and we waived our standard service fees. I've already explained that whatever shortfall there was, was due to your own bank fees and/or any conversion or intermediary bank fees. The casino cannot be held responsible for this.

This is clearly addressed in our terms and conditions:

https://www.rubyslots.com/terms-and-conditions.php

Approval of Withdrawals

5. Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.

--

I'm sorry, but there will be no further payment issued to you.

Tawni

firedisp912

• Florida

6 years ago

Yes there is a problem. I understand the $77 deduction however let me explain again; my winnings were $550, minus the $77 deduction, makes my winnings now $473. You said no fees for the transfer. My bank took $15 out for the transfer so now we are down to $458. If you look at what your wire transfer shows, you sent was $448, there is $10 missing. $458-$448=$10. You should have wired $473, so when my bank took the $15 out my remaining balance would be $458. So can you explain to me where the $10 went if you didn't take any fees? I again will attach the copy of the wire transfer balance and the $15 my bank took out for the transfer but no where does anything explain the missing $10 on your side. I will need the $10 sent via check so I won't end up owing my bank $5 for the error on your side.

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

See all complaints for this casino

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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

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Once again payment being delayed

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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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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.

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I was withdrawing $508 after my bonus was removed.

I was told 7-10 business days. So on the 22nd, I should have received my payment.

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.

This is after they told me I withdrew via CoinDraw and not Bitcoin.

Everything is some other excuse, all stalling in the hopes that I'll play it back.

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I cashed out $2200. I have yet to receive it.

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.

Thank you in advance.

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