I have been reading your website the past couple months
I understand that casinos use the playthrough and other restrictions on bonuses. I learned that as I deposited here and there and I accepted the losses I took as I learned about the different bonuses and withdrawal restrictions as I learned about the online gambling world.
That is why the emails advertising the bonuses at RubySlots appealed to me. For example, the email today for black Friday bonus states:
Valid with deposit of 50 USD + on Slots and Keno games only. No Withdrawal limits or wager rules apply
There are no other restrictions specified in the emails. No withdrawal limits sounds like what it means. Of course I dont expect to just be able to withdraw the bonus money right after I deposit but I do I expect to withdraw any money I win above the deposit +bonus amount if it does not state any other restrictions in the email.
I deposit 50 dollars, and with the 350% bonus, I end up with 225.00 total. With a 100 dollar minimum withdrawal, and given the email advertisements that state no withdrawal restrictions, I figure as long as I get above 325.00 I can withdraw 100 or more. I do this a over a couple weeks-- depositing 50 each time with the bonus bringing it to a total of 225.00. Sometimes I lose, and sometiimes when I get above 325.00 I withdraw 100 dollars, which the casino software accepts.
After winning my money back, I usually just play the rest of the money down to zero. So my expectations did impact the way I played each time.
I logged in expecting my balance to be zero, and make another 50 dollar deposit with the no restrictions bonus. But I go to play an and the casino gave back some of the money claiming my last withdrawal is did not go through (see the chat below)
The reason I really wanted to send this to you is because of the way I was treated in the chat support -- It was obvious from the beginning that they are trained to just state some rule, and dismiss you -- this was extremely stressful for the person whose money was involved -- It is sad that all of a sudden I felt helpless except for possibly this website to bring some accountability.
To restate briefly my main argument, I dont think it is right for the website to send emails advertising bonuses with things stating "withdrawal any amount anytime" "no restrictions" No plathrough no rules etc . ..
Here is the the conversation . .. the manager supposedly came on at the end but I was so frustrated with the first chat person’s attempts to just get me to give up on my money I was done speaking with the company. They have not emailed me yet.
If anything I would like my last few deposits refunded that were made under false impressions from their email advertisements, and the most fair would be to honor my 4 separate withdrawals given the language of the email advertisements sent to me which clearly specified no restrictions -- I repeatedly requested during the chat conversations to please just tell me where the rules specify any such requirements.
Here is the chat conversation where it seems like the representative is simply trying to make me give up on reclaiming my money because of some rule which he never cites. He also seems to be rudely dismissive off the bat and that scares me given other people probably deposit quite a bit more money than I do.
Here is the conversation:
Please wait for a Ruby Slots agent to respond.
Thank you for using our LiveChat Service. This is 'Leo'. Please verify your Email and Phone Number so that I can assist you.
maybejoshua: < email removed >
maybejoshua: < phone number removed >
Leo: Thanks, how may I help you?
maybejoshua: Hi i just made a deposit with a bonus expecting 225.00 total to be in my account
maybejoshua: i have more than that
maybejoshua: was one of my withdrawals put back into my account?
Leo: You deposited 51.99 that x 350% equals 181.97
maybejoshua: I dont use the software because i am on a mac -- is there a way to view all of my transactions through my instant play account?
Leo: But yes you are right
maybejoshua: yeah my balance is showing 383 right now
Leo: There was a previous balance
maybejoshua: I thought my balance was zero yesterday
Leo: Your cash out was denied because based on the bonus you used, you didn't have enough funds to request a cash out
maybejoshua: I thought there were no restrictions on my bonus
maybejoshua: which cash out was denied?
Leo: You requested $150
Leo: And the bonus amount is non cashable
Leo: You are not even cobering the bonus amount
Leo: You received $175 bonus
Leo: You need at least $275 balance
Leo: For you to cash out $100 which is the min cash out
maybejoshua: SO right now I can cash out 100.00?
maybejoshua: If yesterday with my bonus my total was 225.00 then I won enough to be at 400.00 how come I could not cash out 150.00?
Leo: You are playing with a new bonus and deposit
Leo: Let me place your recent deposit on hold
Leo: And you may use that for playing afterwrads
maybejoshua: Ok so yesterday why was I not able to withdraw 150
maybejoshua: Could i have withdrawn 100?
Leo: So you don't make a mix up, or you may keep playing on this but you would have to complete the wagering for your deposit and bonus again, and the bonus amount that is non cashable would be higher
maybejoshua: I deposited 50, and iwth the bonus it brought it to 225
maybejoshua: then i won enough to bring it up above 400
maybejoshua: then I withdrew 150
Leo: Stop writting so you can understand how this works
Leo: And let me explain
Leo: Yesterday you deposited $50
Leo: And used a bonus
Leo: $175 you received as a bonus
Leo: So total of $225 to play
Leo: So you have wager at least $225 to be bale to cash out
Leo: But once you do that since your min cash out is $100 and the bonus amount is non cashable
maybejoshua: Yes it does not let me cash out until I have done so
Leo: You need to have at least $275 for you to cash out $100
maybejoshua: I had over 400
Leo: Not when you requested your cash out
Leo: Because you only requested $150
Leo: If you had request $400 there wouldn't be any problem
Leo: Because you would be covering the bonus amount
maybejoshua: I can withdraw the bonus?
maybejoshua: your not making sense
Leo: And after that you don't have cash out limit
maybejoshua: please explain
Leo: If you please stop writing and read, I can explain
maybejoshua: Im not writing that much
Leo: Because you keep on cutting off
maybejoshua: you sound rude
maybejoshua: this is my money not yours
Leo: IS not that
maybejoshua: and i am the custmer
Leo: I want you to please understand
Leo: Because it seems you are not aware how bonuses work
Leo: Allow me just one moment please
maybejoshua: But my previous three withdrawals were approved?
maybejoshua: It seems like your webpage does not explain the bonuses adequately
maybejoshua: No playthrough, no max withdrawal, and withdrawal "any amount any time" was how it was advertised
maybejoshua: I chose my bonuses because of your advertisement
Leo: They are pending for approval
maybejoshua: I read the rules and have played with different casinos with different bonuses
Leo: Ok let me explain again
maybejoshua: your bonuses did not included speicfic rules besides what I have just stated
maybejoshua: how do you refute "any amount any time with now play through"?
maybejoshua: I won a 225.00 dollar jackpot last night and then withdrew
maybejoshua: I was above 400 dollars
maybejoshua: I withdrew 150.00 and continued playing with around 250.00 until it was gone
maybejoshua: I got back up above 300.00 after that
Leo: IF you request them like $150 each they are not going to be approved
Leo: Let me explain you again
Leo: And please read and when I'm done
maybejoshua: So even though it says withdraw anytime any amount i cannot do that?
maybejoshua: is that what you are saying?
Leo: Then you may ask, so we can understandd each other
maybejoshua: Then consolidate all of my requests
maybejoshua: combine them into one withdrawak
Leo: Yes you may but if you do several, the first one you do has to be at least of $275
Leo: Which cover the bonus amount
Leo: And the min cash out amount of $100
maybejoshua: where does it say that on the "no restrictions bonuses"?
Leo: When it says no restrictions is that you don't have a playthrough or a max cash out
maybejoshua: Ok well my withdrawals total more than 400.00 so you can combine them all right/
maybejoshua: or is this site just a scam?
Leo: Yes but you are requesting $150 at a time
maybejoshua: Yes because . . . where does it say I cannot do that?
Leo: Which is not covering the min requirements for you to cash out
maybejoshua: Where does it say that?
Leo: IT does say that the bonus amount for deposit bonuses are non cashable on our rules
Leo: And it does say that min cash out is $100
maybejoshua: When you send me emails outlinining the rules of the bonus you are advertising to me ... where does it say that?
maybejoshua: I asked for more than 100
maybejoshua: so why does that matter?
Leo: So if you are using a deposit bonus you need to cover at least your balance the min cash out and the bonus amount
Leo: Is simple
maybejoshua: Ok simple
maybejoshua: refund every single one of my deposits and we will call it even
maybejoshua: because it does not say that in your advertisements!
Leo: Look it doesn't matter the subsequent amount for the mext withdrawals if you have a bigger amount, but the first amount you request you need to cover the amount of the bonus and at least the min cash out
Leo: Yes it does on our rules
maybejoshua: where does it say that?
Leo: Which you agreed to read and undertood
maybejoshua: on your rules for the specific bonus, where does it say that?
Leo: The rules apply for any bonus
maybejoshua: give me a link
maybejoshua: there is no mention in your emails
maybejoshua: do you want me to show you?
maybejoshua: so what is happening to all of my money?
maybejoshua: there isnt even a way to check my account on your website?
Leo: Like I'm not going to argue with you anymore I'm just giving the reason for the denial, and informing you how this works
maybejoshua: every single one of my withdrawals is going to be declined while I deposit more money?
Leo: So you can do this how you are suppose to do it
maybejoshua: You mean how I am supposed to be ripped off by you?
maybejoshua: do you get complaints every single day?
maybejoshua: Again, show me the rule
maybejoshua: show me my legal notice
maybejoshua: You send me emails with advertisements with bonuses saying "withdrawal any amount any time"
maybejoshua: I do not care if somewhere on a little rule sheet it says differently
Leo : The bonus is noncashable
maybejoshua: that is false advertising
maybejoshua: I do not want the bonus money
maybejoshua: I want the money I won above the bonus amount
Leo : it is meant to help you win but not cashout
maybejoshua: Cancel my last deposit
Leo : you have not won anything yet
maybejoshua: Your advertisement says withdrwawal any amount
maybejoshua: I won 225.00 and
maybejoshua: how is that not winning anything?
maybejoshua: I would not have deposited today nor yesterday
maybejoshua: cancel both of those deposits
Leo : no
Leo : you deposited 50
Leo : we gave you 175 in bonus
Leo : and you only requested 150
maybejoshua: yes above and beyd the 175.00 +50.00
Leo : you lost your deposit + 25 of the bonus and requested 150maybejoshua: what is your point?
maybejoshua: Your advertisements said withdrawal any amount at any time .. how much more clear can that be?
Leo : now you have deposited 52 and we have credited 182 in bonus
Leo : right
Leo : but not the bonus amountLeo : our rules clearly state the bonus amount is noncashable
maybejoshua: I did not withdraw the bonus amount
maybejoshua: why are you talking about the bonus amount?
Leo : now im going to temporarily remove the last deposit
maybejoshua: After I withdrew 150.00 I was still above 225.00
Leo : and bonus so you can play with the 150
Leo : and try to win a bit more
maybejoshua: I want it refunded
maybejoshua: not temporarily
maybejoshua: And yesterdays if I do not get my 150.00 cashout
maybejoshua: why are you talking about the bonus amount?After I withdrew 150.00 I was still above 225.00
Leo : I cannot refund money that you have lost
maybejoshua: What money was lost?
Leo : your starting balance was 225
Leo : you only requested 150
Leo : and played off the rest
maybejoshua: Yes and i was above 400.00 at that point
maybejoshua: what is your point?
Leo : but you did not request 400
Leo : you played off the rest
maybejoshua: ok ....
maybejoshua: Your advertisements said withdrawal any amount at any time ..
maybejoshua: can you address that?
Leo : yes the bonus amount is noncashable
maybejoshua: I should have know given your complaints on ask gamblers.com
Leo : you need to win to cashout
maybejoshua: Why are you scammng me?
Leo : the 150 is in the account
maybejoshua: what does the bonus amounbt have to do with anything?
maybejoshua: I did win
Leo : good luck
Leo : no your trying to cashout the bonus amoutn
maybejoshua: I was above 400.00 when I cashed 150.00 out correct?
Leo : amount
Leo : if you would have cashed out 400 they would approved 400-175 = 225
maybejoshua: I was above 400.00 when I requested 150.00 right?
maybejoshua: then do that
Leo : you should have requested the full amount
Leo : you dont have 400
maybejoshua: But you say I cant cash out the bonus amount
Leo : you played the rest off
maybejoshua: So i cashed out the amonunt that was above that
Leo : it needs to be requested along
Leo : with the winnings
maybejoshua: I dont know what the solution is -- pass this along to a manager or something -- refund all of my deposits ever made with this company or give me all of my cashouts requested given your false/deceptive advertising -- I will be saving this conversation -- making a complaint with my bank -- - complaint with numerous gambling dispute resolution sites ---
Ralph : This is the manager
maybejoshua: along with all of your emails that give no such notice of your rules or specific requirements to withdraw money
maybejoshua: Hi Ralph, go ahead and read this conversation
Ralph : why dont you give us a call i will assist you over the phone
maybejoshua: I am done wth your company