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Ruby Slots Casino - No contact delayed verification and unable to withdraw winnings

72 hours left for Ruby Slots Casino to respond.
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Complaint Info

Disputed casino

Ruby Slots Casino

Amount

$ 100

Posted on September 9, 2022

Attempted to withdraw on 16 August and got told I put verify, Ruby slots states up 72 hours to do this on their website. Followed up on 19th and received reply with no information solely my reference number I already had and that I can reply to email, which I did, again asking if I was missing anything and what holdup was. I received no reply I sent a follow up email and resent documents to ruby slots on 23 August to again no reply.

It is now the 10 September no reply, not verified still and unable to withdraw my winnings.

AskGamblers
Posted on September 9, 2022

Dear @J.newton459,

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

Posted on September 13, 2022

Hi Jaimee--

I sincerely apologize for the frustration you've been having with this.

Unfortunately, I've not been able to find your documents. In order to sort out any withdrawal, we will need to receive a copy of your ID (front and back), a current utility bill in your name (this needs to be sent to the address we have on file for you). Also, we do need your preferred method of payment.

Regarding the method of payment, I'd highly recommend Bitcoin, as this will be the easiest/fastest. For this, we simply need your crypto address. If you'd prefer a bank wire, I've attached our wire form--please fill this out in its entirety.

Please send your documents and method of payment directly to me (I've attached my email address for you to use). As soon as I receive everything, you'll be able to request your withdrawal.

Much appreciated,

Tawni

Posted on September 15, 2022

Amount is $590 and thank you Tawni i have sent documents twice to docume­nts­@ru­bys­lot­s.com and also to [email protected] I will send documents directly to you now. Thank you

Posted on September 18, 2022

Hi Jaimee--

I've received your documents and I'm just waiting on our Payments Manager to update the notes on your account.

I did notice that the funds from your withdrawal were placed back into your playing account (while we were waiting on your docs). I'd like to ask that you please go ahead and request the withdrawal once again. Don't worry, as you won't have to go through the pending period again.

Much appreciated,

Tawni

Posted on September 19, 2022

Currently still waiting on verification, hopefully not much longer. But I will say that Tawni who posted above for Ruby slots has been wonderful to deal with so far , above and beyond customer service and have faith she will making sure things keep moving for a resolution . Thanks Tawni :)

Posted on September 22, 2022

Update since I posted above comment on the 19. I have had no reply to my emails from Tawni or anyone else at Rubyslots and my withdrawal has now been sitting on pending since the morning of the 19th September also.

AskGamblers
Posted on September 23, 2022

AskGamblers Complaints Team has been informed that Ruby Slots Casino representative might not be able to respond to ongoing complaints in the next couple of days, therefore the time frame is being extended with another 96 hours.

AskGamblers
Posted on September 26, 2022

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.

Posted on September 29, 2022

Now at almost the 7 week mark since initially requested withdrawal and sent verification documents to Ruby Slots. After email correspondance with Tawni at begining of month my account was verified and asked to re-request withdrawal, this sat on pending for 8 days and then finally approved by Manager on Monday 26th September 8.30am according to transaction log. 5 days later and nothing in my account. My bank advised me 2 buisness days for wire transfer once sent to them to be cleared in my account and it still has not arrived and have still not had any responce to my emails from both Tawni or [email protected] since 19 September (11 days ago) when Tawni last replied to me. Getting absolutly ridiculous now :(

Posted on October 3, 2022

Hi Jaimee--

I apologize for not getting back to you sooner--I was out due to medical issues.

Your payment has already been sent to our processor: 9/27 Paid $100 + no Service Fee for transaction #115512636. I would expect the funds will reach your account, early this week.

Regarding the payment amount vs. the withdrawal amount, this is because you built up your withdrawal using a free chip. The coupon carried a maximum cashout amount of $100, which is what was issued to you.

Our terms are quite clear regarding free chips/free spins:

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

I wish you all the best,

Tawni

Ruby Slots Casino Complaints

  • 346 of 357 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 4,000 USD avg amount

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