Complaint #401 Ruby Slots Casino

Negative balance on bank statement is keeping payout sent

By Suzanne N.

5 years ago

Message on forum

In reference to withdraw #3192259 approved Dec 16, 2020, documents & bank info verified Dec 3rd, 2020. Payout details posted Dec 13th.

Why did you wait until January 3rd to ask for bank statement? When you could have asked in Nov 27th email when you congratulated me on win and asked for bank address???? Or on Dec7th when you said payment updated in system?

Ref#8369740, 8358295, 8336963, 8336885, 8071068, 8174511 are some emails reference numbers I sent to Ruby slots in which I was never heard back.

I have spoke to chat and email

Jan 8th kriss < surname removed > / beck pearson

Jan7th karen < surname removed > negative statement, Mike Foster

Jan 6th email & Brittany < surname removed >

Jan 5th email payments, sophie said under review

Jan 4th email cashier, Jill < surname removed > chat

Jan 3rd bank statement requested! really?

Jan 2nd Beck Pearson, escalation

Jan 1 Reggie < surname removed >

Dec 30 Kris < surname removed >, escalation

Dec 29 Cheyenne < surname removed >

Dec 28 Cheyenne < surname removed >

Dec 27 Cheyenne < surname removed >, escalation

Dec 26 Spencer < surname removed >, Percival < surname removed >

Dec 25 Freyn < surname removed >

Dec 19 chat

Dec 17 Cathy < surname removed > - approved payout-not paid

Dec 16 manager transaction approved $2384 and $116 approved mgr

Dec 15 emails

Dec 12 email cashier, Adrian < surname removed >

Dec 11 chat

Dec 9th Adrian < surname removed >

Dec 7 chat

Dec 6 chat Adrian < surname removed > confirmed bank verified long ago documents 12/3

Nov 29 emailed ans chat

Nov 24th sent documents again and bank info

Nov 20 requested payout #3192259 of $2500.

I have copies of emails and chat if needed. Bank statement has nothing to do with my payout nor did any of names above ask me to send from Nov 20-Jan 2nd!!

I explained Statements come out at end of month and provided screenshot of current transactions which shows Positive balance in acct.

In addition to documents requested I have shown you furloughed letter from work, California unemployment benefit statement of claim ending, California food stamp letter, late bills, DMV record paper all in which confirm my identity.

I am past due on bills in jeopardy of reposition of vehicle because Ruby slots terms and conditions of 7-10days payout after approval not being met.

All could have been avoided if everything required on your end asked from me in beginning.

Please send me my money. I would really appreciate that.

Thank you

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $2384

Discussion

AskGamblers

• Support Team

5 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.

Sueruby22

• California

5 years ago

Thanks Ask Gamblers for helping me get my money from Ruby Slots! Tawni I also thank you for keeping your word and getting me money midweek!

Going forward I will check reputation of online casinos before I put any money in. So much stress and feeling my sensitive information was lost on there end. Requested money 11/20/20 and got 1/27/21. After I made complaint with Ask Gamblers I had within 8 days.

Thanks again

Sueruby22

• California

5 years ago

Tawni,

I appreciate you responding to complaint. I also am glad money was sent. It has not reached my account yet but as you said midweek.

Tawni I work in customer service and I have never experienced such a train wreck of issues with every department within one organization. It is unfortunate how customers money is taken out of our accounts within seconds but it takes over two months to get even a response from someone in your position to give me an answer of withdraw. It is unacceptable the run around I have received. Sensitive information I have sent for verification time after time and yet Ruby slots said not received. I had over thirty conversations with your team saying.be patient. My withdraw was requested 11/20/20 and then re deposited by your team into my acct only to restart process over again.

My car is about to be repossessed, my bills are late and my stress is on another level. I have been furloughed due to Covid 19 and expressed need for money and no compassion or concern for me and my well being. Ruby Slots did not meet their own terms and conditions that customers hold you to. Again I still have not received payment.

I do appreciate your time in replying. I only wish you could send me your email so in future I can write you directly to avoid this process again.

Happy New Year
Suzanne

Ruby Slots Casino

• Representative

5 years ago

Hi Suzanne--

I apologize for the difficulties you've been experiencing with this.

Before I speak to your withdrawal, I'd like to explain that I tend to respond to complaints which are closer to expiration. Each time you were replying to this complaint, it was re-setting the clock, which is why I had not replied sooner. Although I had not yet replied, I was already working on taking care of your payment...

Now for the good news: Your payment was sent to our processor, Thursday: 1/21 Paid $2384 + no Fee for transaction #99052089. I would expect you'll find the funds in your account towards the middle of the week.

Respectfully, I'd like to offer a bit of advice should you ever have the necessity to lodge a complaint against a casino (whether it be one of our brands or elsewhere)...

--Once you lodge the complaint, please be patient. Just because someone has not responded within the first day does not mean they are not yet aware of the issue and are not already working on it.

--Do not continue contacting the casino directly (i.e., support, finance, etc.). In many cases this will serve to complicate things and potentially delay things further. Allow the complaint process to work through things.

--Please, please, please, do not submit complaints at multiple websites. It's this sort of thing that only makes for more work and will not resolve the issue any faster.

I hope you take this as good advice--I'm certainly not reprimanding in any way, whatsoever. My goal is just to help folks as much as I can and I hate seeing anyone getting more frustrated than they already are with these issues.

I wish you all the very best,

Tawni

Ruby Slots Casino Complaint Stats

Resolved 429 / 442

Avg. Amount $3,742

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

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