Complaint #679 Ruby Slots Casino

Over 6 weeks non payment for approved bitcoin withdrawals

By suseelines

2 years ago

Message on forum

I have a withdrawal from January 2024, and a total of (3) now for February. All have been "approved" by email. None have been paid. I've reached out multiple times. I've been told my requests have been escalated multiple times. I've been told the delays are no fault of my own. My VIP account manager, was made aware, and did not and has not to date, phoned or emailed me this past Monday as promised.

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $250

Discussion

AskGamblers

• Support Team

2 years ago

Dear @suseelines,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Ruby Slots Casino

• Representative

2 years ago

Hi Susette--

I will ask that your account be closed.

All the best,

Tawni

suseelines

2 years ago

Ok, appreciate the reply. I would like to close my account with your casino. Please help me do that. I've requested this via Chat and have been told I need a Manager to do so.

suseelines

2 years ago

Hi,
No the complaint has not been resolved. I sent an email again last night to Ruby Slots to inquire on the status of a payment and have not yet receievd their response. For reasons I dont know, my three Bitcoin withdrawals from February ($250, $2500, and $1246.62) were denied on 03/04/24, and the same day $250 was put back in to my casino balance, and a single withdrawal of $3746.62 was initiated and approved by a Manager according the "Transactions" area of my account. I receieved an email the same day the withdrawal was processing and to allow 5-7 business days for the payment to be receieved. Today, 03/15 is 9 business days and no paymemt or further communication. I requested Bitcoin originally and have no idea how they intend to process the payment now. The transaction history amount I've noted exceeds their own limits for Bitcoin requests. I cant get answet via Chat or Email and this all feels like a stall mechanism.

I really need and appreciate Ask Gamblers help. I have zero confidence in resolving this on my own with this casino.

Ruby Slots Casino Complaint Stats

Resolved 430 / 443

Avg. Amount $3,737

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

Ruby Slots Casino Complaints

See all complaints for this casino

Violation of payment terms

I have nine (9) withdrawals that were submitted on 06/18/26 for a total of $22,000.00. Withdrawal number 113344659 was a Coindraw withdrawal for $2,000.00 that was denied without explanation and withdrawal number 113344665 is a bitcoin withdrawal that previously had an approval date of 07/02/26. The approval has now been removed and all of these withdrawals are beyond the stated time frames for being approved and paid according to the terms and conditions. This platform is part of a group of platforms accessed through Inclave.com that are constantly violating their payment terms and conditions and engaging in unethical business practices against its players. My player hosts had recently informed me that I was given VIP 5 status which is their highest VIP level which would grant me the maximum limits for withdrawals on my accounts. Now my account shows as restricted and that I am part of an excluded player class. The actions of this platfrom are blatant fraud and they need to approve and issue payment immediately. Furthermore, gaming regulators need to take a serious look at their actions and regulatory compliance.

20h left

$22,000

Late payment at Ruby Slots

My withdrawal request of $1400.00 USD was approved on June/10/2026.
I have not received my payment yet. I am a Level 5 VIP!!! When it comes to VIP you can’t go higher than that. Why do I have to come here to get paid?
Supposed to have fast withdrawals so why are my payments constantly late?
I’d appreciate some assistance!

Resolved

$1,400

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