Complaint #321 Ruby Slots Casino

Not responding to my withdraws

By Frank K.

6 years ago

I am a loyal player to this casino for many years. I recently have been in contact with them on their chat line regarding the 3 month delay on getting one of my withdraws approved for $1,815.00 U.S. I currently have 6 withdraws pending for over $10,500 after all fees. I play every day on this site and deposit with a bonus code that requires a playthrough. All my papers and verification forms are always up to date. I have recently been chatting with them about twice a week now because the next withdraw in line is not getting approved for some reason. They are telling me that they are escalating it for payment but nothing happens (weeks go by) I try to chat again and noticed that I cant get through to them I click on it and nothing happens(locked out?) Also, when I try to visit my withdraw status it all of a sudden wont let me in that either. The site will allow me to deposit and use the bonus code that I have been using. Why are they not letting me communicate with them. I am scared that they don't want to pay me. I am scared to stop depositing and playing because I wont have any ties whatsoever to this casino . I have done nothing wrong to deserve this type of treatment. Can you find out what's going on with my account and my money? Thanks in advance for your help.

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $10785

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

frankk

• Ohio

6 years ago

Tawni

i believe at this time I have received all the withdraws, Thank you very much for your help in getting this done. As for the problem with the withdraw tab, I will just use the non-download site when needed. I believe we can close this chat chain at this time, As for the ask gamblers site I give them a thumbs up for their help in resolving this matter. Please reply a final time to me through this site as to your agreement to our resolving my complaint. I will continue playing Ruby Slots Casino and hope there are no other issues that we need to address. Once again Thank you very much. (This is my last transmittal)

Ruby Slots Casino

• Representative

6 years ago

Hi Frank--

I apologize for not getting back to you a bit sooner.

Regarding your final wire, this was confirmed as completed on the 3rd, so I would expect you've received this in your account by now. ;-)

As to the issue with live chat and the withdrawals tab, I'm afraid I'm not having much luck. I've sent another query this morning to our #1 IT guy and hopefully I'll receive an answer. I don't work with IT nor our general support staff (I don't even work in the same location), so they're not really familiar with me--I think this may be the reason I'm not having much luck. To be perfectly honest, it's likely going to be a better option for you to contact live chat--you can do this through the non-download site.

Hopefully, I'll have some news later today--I'll let you know.

Tawni

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per Ruby Slots Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

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

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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

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Once again payment being delayed

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Delaying payment and splitting them

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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...

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I have given the casino enough time

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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.

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I sent in all documents and and I still get a runaround.

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You have helped me with this problem before, so I am hoping you will get me my winnings.

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