Ag Awards

Ruby Slots Casino - No Restrictions Bonuses

Complaint Info
Disputed casino Ruby Slots Casino
Reason Delayed payment
Amount $ 317
Posted on July 23, 2014


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

maybejoshua: why?

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?

Leo: No

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

Leo: afterwards*

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

Leo: No

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

maybejoshua: Yep

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

maybejoshua: customer

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

Leo: Correct

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: no*

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: /

maybejoshua: /

maybejoshua: ?

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

Leo: No

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: haha

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

maybejoshua: yes

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

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

maybejoshua: Correct?

maybejoshua: correct?

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

maybejoshua: correct?

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

Posted on November 30, 2013

Just to add some context regarding the phrasing of the no-rules bonuses here is a sampling of a number of different emails and the terms stated in the email advertisements:

MOST important advertisement that influenced my belief I could withdraw whenever I wanted is this:

All Slots and Keno Games

Withdraw whatever you want,

whenever you win it!

No Playthrough and

No Maximum Cashout amount!

This is under their promotions tab currently with one of their no-playthrough deposits.

Valid on Slots & Keno Games Only | $50 minimum deposit - Zero Playthrough Needed | Unlimited Withdrawals

Slots and Keno Only

No Playthrough | No Max Withdrawal

Redeem Code: BUGS350

Deposit $50 or More

Valid with deposit of 50 USD + on Slots and Keno games only. No Withdrawal limits or wager rules apply

These emails do not state anywhere that the bonuses are subject to any terms and conditions located elsewhere, and repeatedly emphasize they are no-rules, zero-playthrough, withdraw anytime any amount.

It seems like basic contractual law that these emails are offers of specific bonuses with specific terms stated in such offers, and I accepted the offers through my deposit. Even if there is some rule stated on the website, it seems that the casino would be able to send out offers with specific terms, and I shoud be able to rely on such offers and accept, without being blindsided by some other policy not stated in the advertisements.

The manager came on at the end -- at that point I did not want to speak with the company anymore given the dismissive nature of the first person I was speaking with, saying things like "Stop writting so you can understand how this works" when I had just begun explaining the situation. I opted to have any subsequent discussion done in the open on this website so others can "understand how this works" before taking these advertisements at face value.

From their website, here are the full rules concerning promotions - Even if the rules were cited in the email advertisements (which they are not), I do not see anything in the rules that prevent me from withdrawing winnings above and beyond the Deposit +bonus amount. I did not try cashing out the bonus amount. This seems especially true given the advertising language which states "withdraw whatever you want whenever you win it!"

Promotion Rules

Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE. Bonus money serves to enhance play and help to generate winnings but cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won.

In order to claim a bonus, the Player must redeem it before placing any bets with his/her deposit. If the bonus does not redeem for any reason, it is the Player's responsibility to contact Customer Support for assistance with redeeming said bonus. Once the Player begins wagering the deposit, he/she forfeits their right to any promotion on that deposit.

Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Promotional offers or coupons cannot be combined. If at any time this should occur, winnings will be void.

In the event that a Player uses a promotional offer or coupon that he/she is not entitled to use, any and all winnings generated from that promotion are forfeited and the original deposit is returned to the Player.

Unless otherwise stated, playing on the following restricted games while on a bonus will void any and all winnings generated: Craps, Roulette, Baccarat, Pontoon 21, War, Sic Bo and Pai Gow Poker

In the cases where a promotion or a free bonus is open for use on different games, the highest wagering requirement (out of all the games that were played), will be applied in order to meet the wagering requirements before cashing out.

Players who deposit using a Neteller or Moneybookers account will not be entitled to claim deposit bonuses at the casino.

Playthrough Requirements: the wagering requirement is determined by the deposit amount plus the amount of the promotional bonus redeemed.

For example, should a Player deposit $100.00 and redeem a 100% bonus that requires 15X playthrough, he/she must wager the amount of their deposit ($100.00) plus the amount of their bonus ($100.00) 15X before cashing out. This means that the Player must wager $200.00 X 15 = $3,000.00 before requesting a withdrawal from their account.

Maximum Withdrawal: Maximum withdrawal amount is determined solely by the amount of the deposit.

If a Player has chosen to use a bonus or promotion, it is the sole responsibility of the Player to ensure that any applicable Playthrough requirements are met by contacting Customer Support before requesting a withdrawal. Failure to meet the playthrough requirements will result in the withdrawal request being denied.

At the time of cashing out, the bonus money will be removed from the total withdrawal amount (i.e. - should a Player redeem a $500 bonus and withdraw $1500, he/she will receive $1000.)

Should a Player have a pending withdrawal request, they may not redeem or request free chips, comp points or cash-backs. Furthermore, during this period of time a player cannot accumulate said promotions nor request them after the withdrawal request is approved.

The Casino reserves the right to modify or cancel a promotional offer at any time without giving Players prior notice.

A canceled withdrawal will not count toward any type of bonus unless management approves the payout and re-deposits it into the Player's account with the Player's consent. Comp points cannot be collected on a cancelled withdrawal that has been re-deposited into a Player's account.

In the event that a Player exceeds the maximum cash out on a coupon, these monies will be removed whether or not the withdrawal has been processed. This excess money may not be used in combination with another promotional offer or in order to build up free comp points.

All promotions are listed in Eastern Standard Time (North America), UTC-5 hours. Please take this in to account when claiming your bonuses.

Posted on December 1, 2013

RubySlots should at least refund my last deposit that is on hold right now -- It has not been deposited in my playable account pending my rejected withdrawal and resolution of this matter. This charge is still pending with my bank, and Ruby should simply reverse the charge.

If you look at my deposit record, I am a repeat player that was ready to play again but was put off by your chat assistant's handling of the situation.

I do not know the status of my first three withdrawals. The fourth has been declined. If the fourth is going to stay declined, I think it would be fair to refund the original deposit amount if not the winnings I received off the deposit, and the pending deposit I just mentioned.

Posted on December 2, 2013

Dear Player:

I will look into this matter and will get back to you soon



Posted on December 6, 2013

Dear Player:

On 11/29/2013 1:49:36 AM you made a $50 deposit and redeemed bonus BUGS350 who gave you 350% on your $50 deposit = $175

On 11/29/2013 2:27:59 AM you requested a $150 cashout that was denied by Withdrawals Department on 11/29/2013 2:16:49 PM.

The reason Withdrawals Department declined your cashout is because as per casino rules:­htt­p:/­/ww­w.r­uby­slo­ts.c­om­/ru­­p#p­rom­otion

"•Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE. Bonus money serves to enhance play and help to generate winnings but cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won."

This means you did not have enough money on the amount withdrawn to cover the Non Cashable bonus, which in this case was of $175. Please aware that players are entitled to cashout winnings above and beyond the bonus amount redeemed and also keep in mind that minimum amount casino is allowed to process is $100.

The $150 declined are available in your account in order for you to try increasing the balance to the point you become entitled to cash-out. Once you reach at least a minimum of $275 in your balance you will be more than welcome to request your withdrawal again.


Cindy Greco

Posted on December 6, 2013

After all these days holding onto my money I would expect at least more than a recitation of the rules.

No apology for the rude customer service chat, not even an offer to somehow meet in the middle given the unclear rule and deceptive advertising offers. Not even an offer to refund the money I deposited in my account mistakenly believing my balance was zero when actually my withdrawal was rejected without even an email.

"•Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE. Bonus money serves to enhance play and help to generate winnings but cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won."

I understand what your rules say. Please explain how this provision is clear enough to override the no-rules offers constantly sent in emails and advertised on your website that say "withdraw any amount any time" "no limits" "no rules"

I understand the bonus is non cashable -- in my opinion, given the clarity of your rule and way of advertising your bonuses, I did not "cash the bonus":

Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE.

The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won."

If you must withdraw your entire balance including the bonus amount why not state that in your rules? (let alone advertise the opposite - no limit withdrawals, withdraw anytime you want)

This affected the way I played -- What about the three other withdrawals that have been pending -- are those also invalid under this rule?

If the rules were clear I would have still won the same amount of money -- I just would have known to withdraw the entire amount and then deposit another 50 to keep playing with a new bonus.

Your unclear rules and bonus offers affected my gameplay and caused me to deposit and play differently than if your rules clearly stated what you want them to mean:

Once I was 100 dollars above the bonus+deposit amount -- I withdrew 100 dollars as that is the minimum (seems allowed under the "withdraw any amount any time No Rules bonus" -- Then I didn't care about the rest of money knowing I won my deposit and 50 dollars back -- I would play 2 and 5 dollar spins until gone for fun. Then I would deposit more.

I believe I am still in the negative with your casino even with the winnings -- obviously I was ready to play more -- If you had honored the small winnings given your unclear rules and promotions it would have put your casino in a good customer service light and I would have probably lost more money under the rules as you want them to now mean.

Optiions from Most Fair to less:

Honor each withdrawal -- I will play my last 50 dollar bonus with your "desired rules" and would encourage you to update your Rules webpage and email advertisements

Refund each No-Rules deposit with no winnings or loss -- There was obviously no meeting of the minds with these terms --

Bring each 50 dollar deposit that I withdrew on back to the 225 dollar baseline level of bonus+deposit. It would not be fair given the amount of times I deposited and the affect your advertising had on my playing to allow me to walk away with nothing on those deposits when I very well could have met the above $275.00 requirement to withdraw the whole amount, and then I would have just deposited more. You can't just give me back my 150 withdrawal because that puts me in the negative. I have to win 75 dollars just to get back to the baseline and then try to win the money that I had previously thought I had won and was on my way to my bank account.

I continued to deposit in reliance on what I thought were clear terms in your advertisements.

Thank you AskGamblers for this forum: I knew any conversation with the casino would result in a recitation of the rules and a "your helpless we have your money" type attitude experienced in the chatroom. I am glad this is out in the open so people can understand before depositing large amounts of money.

FInally just one thing because the company will probably recite the rule again which states:

At the point of cash out, all bonus money will be removed from the total amount of monies won.

This does not say "if you are playing on a bonus, to execute a withdrawal you must withdraw the entire amount in your account including the bonus amount which will be deducted from the withdrawal"

It simply restates that bonuses are non-cashable. If you withdraw bonus money, it will not be sent to your bank as winnings. Seems clear to me.

Posted on December 10, 2013

Looks like the casino was about to let the complaint expire. I would at least like info on the status of my other withdrawals.

There are at least three 50 dollar deposits involved, and 4 withdrawals, each between 100 and 150 dollars.

Posted on December 10, 2013

Dear Player:

It seems like you have been requesting several withdrawals that do not meet the requirements to cash-out since the amount requested is lower than the bonus amount redeemed.

Please send me your phone number to [email protected] so casino can go ahead and contact you back accordingly by phone to clarify any doubts or inquiries you may have.



Posted on December 10, 2013

I understand you say I must withdraw a certain way.

I am asking why you can advertise constantly about "No Rules withdraw any amount any time Bonuses"

I don't have time nor want to deal with the stress of hearing on the phone how I am not entitled to the money I won, or at least a refund on deposits made under deceptive or unclear rules and advertisements.

If you are not going to accommodate what I suggested as fair resolutions in the previous message, and as you said I withdrew many times against rules, please explain what the casino's resolution is on all of the withdrawals as to how they will be put back into my account, how many separate times do I need to lose/win on an individual bonus before the money from the other withdrawals is put back into my account.

At the very least, my last deposit should be promptly refunded as it has not been played on at all, and is simply on hold.

I would like this matter to at least be discussed in the open for the benefit of online gamblers so that they are too not misled by deceptive advertising and unclear/inapplicable rules.

Posted on December 13, 2013

Dear Player:

The rules are clear; and when you downloaded the casino you accepted having read and understood them all. Casino website clearly states that bonuses are NON CASHABLE which means bonus amount will be removed from your winnings upon withdrawal approval.

"•Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE. Bonus money serves to enhance play and help to generate winnings but cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won." http:/­/ww­w.r­uby­slo­ts.c­om­/ru­­p#f­ree­-chip



Posted on December 14, 2013

I understand you say the rules are one way -- I say they are another.

The point is you never answered the question of the status under your so called rules with my multiple outstanding withdrawals and the order that they will be put back into my account and the status on my last withdrawal on hold. You never addressed what the ultimate solution would be under your rules, nor address what I believed to be more fair options. You simply restated the rules. Like the instant chat.

I think it is apparent the rules are not clear at all, as I have explained repeatedly with examples of your advertisements next to your rules. If withdrawals are required to be done a certain way your software should require the withdrawal a certain way, or state clearly the requirements when a customer attempts to withdrawal their money. This is besides the point emphasized in earlier posts regarding how the advertisements for the no-rules bonuses make one think differently regarding their ability to withdraw money.

Not that it matters but you say I agreed to the rules when I downloaded the casino - I played instant play. And that is another problem with this site. You cannot play the software on a Mac and there is no way to see a clear status of your account deposits and withdrawals on the website, adding to confusion.

I would not play at this casino as the comment below recommends.

Posted on December 14, 2013

In other words -- what is the status of all of my withdrawals under your so called rules. Are they going to be put back in one lump sum? And then how many times do I have to win or lose before I get to the last money I deposited that has been on hold this whole time. (which should have just been returned in the first place as a gesture of good will)

Posted on December 16, 2013

Dear Player:

Ruby Slots Casino Manager will be calling you during the day to explain you exactly which withdrawals you have requested are accepted and which ones do not meet the requirements.

Best Regards


Posted on December 20, 2013

 maybejoshua, is this complaint solved?

Posted on December 21, 2013

 maybejoshua, did casino manager contacted you and is this complaint solved?

Posted on December 23, 2013

Dear Player:

I have been informed Casino manager contacted you already and help you with your account.

2 payments have been approved on 12/18. One for $192 and another one for $125 and both payments have been sent already on 12/23. Your pick up information is available by calling any Ruby Slots support agent.

Please confirm once payments have been picked up so we can request AskGamblers to close this complaint.



Posted on December 27, 2013

Dear Player:

I have been informed your payment was sent since 12/23 and money has been picked up.

I am requesting AskGamblers to close this complaint.



Posted on December 28, 2013

Dear @maybejoshua,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Ruby Slots Casino Complaints

  • 217 of 226 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 4,380 USD avg amount

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