Complaint #635 Ruby Slots Casino

Lack of the casino communication

By Frank W.

3 years ago

I filled out withdrawal form and the form then got submitted independent and was supposed to be done within 7 days. And then a few days later after asking them every day from the 7 Days onward I finally got a response that said that I didn't submit all the information with the withdrawal, but it doesn't let you move forward without the information so wouldn't be impending if I didn't do so.

Now of course it has to go through approval again before it can be sent to me and I just feel like by them not being honest about me submitting all that information.

I don't know what else they may be dishonest about moving forward.

Disputed Casino Ruby Slots Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Warnerjf87,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Ruby Slots Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Ruby Slots Casino

• Representative

3 years ago

Hi Frank--

I sincerely apologize for the difficulties you've been encountering.

I've reviewed your account and I do see that we are missing a copy of a current utility bill in your name. This bill must be sent to the address we have on file for you and must be in your name.

I've attached my email address for you to use--please send this directly to me. As soon as I receive this, I'll pass this on for your account to be updated.

Much appreciated,

Tawni

AskGamblers

• Support Team

3 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.

AskGamblers

• Support Team

3 years ago

Dear @Warnerjf87,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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