Complaint #45 Ruby Slots Casino

Not paying my withdrawal

By scones007

12 years ago

Message on forum

At first I thought Ruby slots was a good & fun place to gamble,they have good bonuses & a ok staff until to try to withdraw your winnings if your lucky enough. After giving back all my winnings several times I finally tried to withdraw some money. 2 days later they tell me to fill out a form so I do. Submit it back & resubmit a new withdraw request,as they put your rejected withdraw winnings back into your balance hoping you'll just gamble it away. Well I did .So several new cash deposits I win & try it again,thinking I am good to go. 2 days later its rejected again,so I call customer service they give me another two page form to fill out plus several other docs I need to fax them or email if you can scan them. I do all that ,then 2 days later rejected again. My drivers license had just expired so they flat out denied me & said I need either a passport or a new drivers license. Well if your from the USA you know it takes 4-6 weeks to recieve such in the mail. Yes for about $600 you can get a passport expeditied but I am not traveling out of the US so forget that. They would not accept my temporary license attached to my exp.license along w/my bank statement, utility bill,embossed copies of credit cards ,copy of SS card. They still rejected my withdraw request & pretty much ignored my emails from that point on.

So yes you guessed it I recklessly gambled by winning away, waiting & waiting to be granted my winnings.

They dont have a problem taking your money but good luck trying to get it back. Also one important note while your winnings are tied up waiting to see if you will recieve them you can NOT use any of the bonus offers ,so you are forced to gamble 100% of your cash ,not 100% as all of your cash but 100% no bonus added to it .

If your really into gambling like myself(addicted) this all becomes a major problem & takes all the fun out of it .

Positive note look at all the money I will be saving by not gambling at Ruby slots & their affiliated casino partners.

Rules are Rules but they are also exceptions to every situation, but not here & am still not sure if they would payout when my new ID arrives. I wont be finding out at Ripoff Rubies. Play for fun they do have good games that can payoff if & when the timing is right.

Disputed Casino Ruby Slots Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

12 years ago

Considering the fact that the player provided casino with expired documents, Casino could not expect those and finalize verification. Unfortunately, upon player's last post it is now obvious that disputed withdrawal amount has been played and lost by the player.

AskGamblers Complaints Team would like to use this occasion and remind submitter that it is up to player to refrain from playing, until the verification procedure is over in regards of requesting withdrawal. In such situation, AskGamblers Complaints Team have no other option, but to close complaint.

scones007

12 years ago

I gave up after sending several emails ,the only response I got back was denied. ,so I got upset and threw my $1000 away

Ruby Slots Casino

• Representative

12 years ago

Dear Player:

Unfortunately you have not only provided an expired document to the casino; but you have also played all your balance. Unfortunately there is nothing we can do to help you at this time.

Regards

Cindy < surname removed >

scones007

12 years ago

Yes I am fully aware of your rules for withdrawing ones winnings. I was just pointing out to whoever might be thinking of putting their money down in hopes of winning,think twice just because your account shows money ,doesn't mean you get to collect it.Ruby slots requires more personal information than a bank does or when buying a new car. Those establishment s are lending you money or letting you drive off in a 50,000 car, they don't care if your license is expired why don't they, because it doesn't prove anything by having one current or one that's expired less than 60 days . All I was trying to get was some of my money back into my account where you took it from in the first place. Simple as that, after all the deposits I made & you received ,is plenty enough proof it was my account you know it & I know it.it would have been closed down if it wasn't mine.i had to verify it several times when depositing money. As far as the temporary I'd, I did not say I attached it to my other docs.but said in a email I asked if you would accept it just this one time ,while I wait 6 weeks for the new one to arrive. I might have said I sent it in my complaint letter,but if you look at the emails I sent to manager@rubyslots.com you will see I politely asked if you could please do that for me one time. I never got any response at all stating you read it and yes or no you could or couldn't do that favor. Only received a pop up stating withdraw declined. By that time after buying a printer & a scanner so I could send you the docs a few times,a few phone calls & emails I came to the conclusion I wasn't going to get my money. In 6 weeks who knows if the money would still be there or maybe my time allowed would expire to claim it. So out of my frustration & disappointment the way I was being treated when it came time to get some money back, I basically threw it away as you can see I wasn't logged on very long to give back my 1000 I was trying to withdraw. I know you can see when and where I play at rubyslots you will notice I did not gamble that time like I usually had in the past

Ruby Slots Casino Complaint Stats

Resolved 428 / 441

Avg. Amount $3,746

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.

73h left

$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