Complaint #629 Ruby Slots Casino

Giving me the runaround about my withdrawal

By Droemen

3 years ago

Hi my name is Daniel, and I've been trying to get my withdrawal from Ruby slots for almost 2 weeks now.

I have sent in everything they wanted me to I sent multiple emails with only to get generic messages back saying it would be 72 hours or send this and that. I've talked to the people in the chat room they said it'd be couple hours, contact us back, they're working on it it's escalated and it's the same thing, same messages.

Now they're not even messaging back. They're not answering emails or anything.

I've sent my documentation license, bills all kinds of stuff and multiple times with nothing. I've done everything they've asked for send it in and even in the chat room, I was talking to the guy he's he said try to upload it through chat but I couldn't so. He said send it to the email, so I did right away and got disconnected of course.

Now I can't even contact them through the chat line for some reason. Can you please help me with this? My withdrawal balance is $1.

I just I just don't understand how a casino cannot pay out and just do this to all kinds of people. I read the reviews and I would have never played here. I would have never done this if I would have saw the reviews and I would have gave them a great review and I got tons of friends and family and tons and tons of people I know who play with we've all play a lucky land slots and they're all waiting on me see if I get paid out, to see if they want to play over here at Ruby slots. But they failed to pay me so that's why I've been telling everyone. But I said I don't know what's going on.

And the money what would have come at a great time cuz my brother was diagnosed with cancer and had to have an emergency surgery Monday and I could have gave some to help out, with you know just home expenses, whatever you know.

So please help me thank you so much.

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Ruby Slots Casino management acted in accordance with their Terms and Conditions.

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.

AskGamblers

• Support Team

3 years ago

Dear @Droemen,

Rest assured that the AskGamblers Complaint Team is in contact with the Ruby Slots Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Inactive user

3 years ago

If there is multiple accounts as you say it would only be because I could not remember a password to get in one account, also my wife and her sisters have used one or more of my phones to play games, so the only account that is mine and that I use personally is the one that I won the money on. Also you say that the other accounts with different personal details, well then that should show you right there those are not my accounts and I'm stating right now those accounts were not set up by me nor used by me....you know what's really sad about y'all, is that you just can't pay people what they have won, a measly thousand dollars isn't nothing to you and your brands of online casinos. I know people personally that you have done the same thing to, and I have read reviews, bad reviews over and over and over about you not paying and coming up with any excuse not to pay people their money. I understand you run a business and it's to make money but damn it's not to rip people off either and as I see it, that's exactly what you did to me cause I'm saying right now any other accounts that you may have shown that were there besides the one that I won that money on ARE NOT MINE. So there is my reply and let me add this, you are sad pathetic horrible people, that money was going to go to help someone that needed it badly, I could give a crap less about it except for that fact. So maybe do the right thing and just do the payout. I have had a lot of stuff put in my name family and friends use my phone's, personal computers ect. And I have had info of mine stolen, so other then that any account has my name on it besides the the [email protected] is a fraudulent account and I would hope you would shut those accounts down right away. And pay me the money that I won. Thank you.

Ruby Slots Casino

• Representative

3 years ago

Hi Daniel--

Well, it appears we have a problem. Our Fraud Team has found multiple accounts in your name (9 to be exact), using inconsistent personal information. All this would be against our terms and conditions:

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:
a. If there is evidence to suggest that you have more than one active account for the Casino;

It should come as no surprise that all accounts have now been banned and your winnings have been voided.

I've sent all of the necessary evidence to AskGamblers management as proof that what I've stated is accurate.

Tawni

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

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.

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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.

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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

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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.

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Ruby slots payment

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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.

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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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