Complaint #299 Ruby Slots Casino

No payment of $22,500 and account closed no reason given

By Sabrina L.

6 years ago

I won $25,000 playing multiple games on July 1st, 2019. The email confirmations for the withdrawals are attached. On July 9th, 2019, my first withdrawal was approved for $2,500, needless to say that I was very pleased by how fast it was approved. On August 6th, 2019 I received it via BTC for the amount of $2,164.81. As per the rules of the casino that amount was correct due to the deduction of the bonus I applied with my deposit. As of August 12th, 2019 no other withdrawals have been approved.

To make matters worse, on August 12th, 2019, I was playing at Ruby Slots and I was suddenly, without warning, kicked out. A pop up window showed a message stating "Your casino session has been terminated by an administrator", please see picture attached. I had a balance of $157.39 when I was kicked out. I tried logging in to Ruby but I was greeted with a pop up window that says "You are not allowed to log in. Please contact customer service for more information"(see picture attached). Please keep in mind that I've been a long time player with Ruby Slots and their sister Casinos.

Confused and thinking perhaps there was a glitch in the system, I tried logging in to Ruby's sister casino, Planet 7 and again, I was unable to log in, same pop up window appeared. Determined to find out the issue, I went on Planet 7's website and start a chat. I was promptly, without any explanation told that I was banned for life and this decision is irreversible. I tried pleading them to try and get answers without any luck. I asked if I could speak to a supervisor, again, nothing (see attached chat transcript).

This is extremely concerning as I not only have pending withdrawals with Ruby Slots, but with other sister casinos as well. I have no access to log in and check the status of my withdrawals anymore. I need answers as to when I will receive my withdrawals, attached you will find all the dates, amounts and name of the casino.

To say I am beyond frustrated and confused is an understatement. I have been a very loyal player and I've deposited THOUSANDS of dollars. A lot of thousands. I've never encountered any issues in the past and can say that those I've chatted with before have been a great help but getting kicked out after having withdrawals pending is a huge RED FLAG. If I was never a subject of concern to the casinos when I made every single deposit totaling in the multiple thousands, why am I getting kicked out now? Is it because I have a significant amount of money pending to be received? As you can imagine this is very alarming and highly unfair. Please get back to me asap. I have all the dates, pictures, emails, screenshots, etc. Whatever you need from me I will promptly provide for you.

Sabrina L

Disputed Casino Ruby Slots Casino

Reason Declined payment

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 and justify the casino actions.

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.

Ruby Slots Casino

• Representative

6 years ago

Hi Andrea, Sabrina--

I'm sorry for not coming back to you sooner, but I wanted to take my time in writing this to make sure I'm not missing anything.

It is clear that there are two of you--this is not the issue, really. There's much more to this, but before I go into everything, it's important to read the terms I've pasted, as they absolutely relate to each of you:

General Terms & Conditions for Membership

1. By playing at the Casino, you represent and warrant that you fully understand and agree to comply with these Terms and Conditions.

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;

g. If you have allowed or permitted (intentionally or unintentionally) someone else to play on your Casino account;

l. If the Casino should become aware that you have played at any other on-line casino under any of the circumstances set out at I) to X) above

22. If you are found to be cheating or attempting to defraud the Casino, or if you make untrue and/or malicious comments regarding the Casino's operation; the Casino reserves the right to publicize your actions together with your identity and e-mail address, as well as to circulate this information to other casinos, banks, credit card companies, and appropriate agencies.

Additional Terms Applicable to ALL Bonuses

Only players who have registered a Real Money Account are eligible to receive Promotions. Only one Real Money 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 bonuses or winnings, and all withdrawals will be cancelled.

Each promotional offer is available only once per person, family, household address, email address, credit card number, and environments where computers are shared (university, fraternity, school, public library, workplace, etc.)

--

Here's what we do know:

• You each have accounts in some of our casinos where each of you has opened more than one account.
• You are sharing the same device.
• You are within the same household.
• You’ve used the same coupons.

Because you've used the same coupons (against the terms and conditions), using the same device within the same household, it is impossible for us to know who was playing at what particular time OR if it was only one of you. With the accounts involved, all deposits were made using Bitcoin...again, making it impossible to know who was making the deposit. In all cases, the game play patterns were similar. I'm sure you must realize we've had countless players trying to get over on us. I'm not saying this is what happened in your case, but there is no way to know. This is why these terms are set in place.

Unfortunately it is because of this that the winnings have been voided and all accounts have been banned.

Tawni

Inactive user

6 years ago

Hey Tawni, It's been over 8+ hours, since you said "--as soon as I get in, I'll be back to give a full explanation on this. Tawni"..... nothing from you, yet. I am mentally and physically tired waiting for your response. All I get is the run-around, and I will not deal with this much longer. Hello? What's up? *seriously, what is going on*

==

Inactive user

6 years ago

Thanks Tawni. Andrea and I both received your response (me on both RS and CJ). It's Friday here, so we will be up late and we look forward to your following response. We hope you had a chance to review our video that we sent to you and AG. Talk to you later. And thanks again.

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.

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

Ruby delays my withdrawal 508 USD

I submitted my withdrawal through Bitcoin on 5/8/2025.

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.

Resolved

$508

Ruby slots payment

I have few redemption requests pending and 2 approved. For one initiated on 12/27/2024 they claim that the payment was sent on 01/28/2025 but since then the only answer I get is to wait because once the payment left the casino there is nothing they can do. Today is the 13th business day since the payment was sent according with customer service but I don’t see anything in my bank account nor they are able to provide me with a trace number for the transfer.

Resolved

$4,830

Once again Ruby doesn't pay

I played on Ruby Slots Casino on January 4, 2025.

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.

Resolved

$2,200

VIP payouts

I've been a player on Ruby for quite sometime and reached VIP status. I made a withdrawal via Bitcoin but have not yet received it. As a VIP, a Bitcoin withdrawal should be processed in a timely manner as a deposit by Bitcoin takes only minutes. After requesting a withdrawal, the site stated it would be processed shortly but I have not received a verification of the transaction. I'm a verified player and had to use this site to get my funds expedited in the past. I'm hoping I can get the same results. Thank you in advance for your assistance.

Resolved

$175