Complaint #638 Ruby Slots Casino

Payment delayed for 2 months

By Manc2008

3 years ago

Information for my complaint. Ruby Slots casino has not paid me for more than two months.

Hello

Thank you in advance for handling this matter.

I have tried getting this resolved with Ruby Slots casino support but I am receiving no replies.

I sent four email enquiries since I was last paid to [email protected]. I had one holding email response in relation to my first email stating that it may take 72 hours to get a reply and that my case number was 152365427. That was on 11th March and I am still awaiting a reply. I have sent further emails each week since but as yet I have had no answer.

Also, I made two live chats with support to try to and get paid. During the live chat on 19th March I was told it would take 24 to 48 hours to be reviewed but to date I have heard or received nothing.

I am providing you with downloads of the emails and live chat transcripts.

Yours sincerely

Robert

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $39000

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Manc2008

3 years ago

Hello askgamblers complaint team,

How do I close this complaint?

Manc2008

3 years ago

Hi Tawni

Thank you for that. But I can't go back to the cashier and make the Bitcoin withdrawals as there is no longer any standard bitcoin withdrawal option in my cashier. It has been removed along with the coindraw option. That's what I was referring to in my last message.

But I will close my complaint now as you asked and email you directly.

Robert

Ruby Slots Casino

• Representative

3 years ago

Hi Robert--

I think at issue here is that because of the change in your player class, you are no longer eligible for Coindraw withdrawals.

I've had our Payments Manager do two manual withdrawal requests, each in the amount of $2500 (just to get the ball rolling). These are standard Bitcoin withdrawals (you'll save a ton on fees) and because I'll be involved, they'll move swiftly.

I do need for you to go back to the casino cashier and attempt to do the standard Bitcoin withdrawals (I believe you should still have those options available). Please let me know if this option is not available.

I do want to let you know that as of this morning, I will be out on medical leave until next week. To give you a bit of comfort with this, I've attached my email address for you to use. As soon as I get back, I'll check in on this to see how things are going. ;-)

In the meantime, have a great week...

Tawni

Ruby Slots Casino Complaint Stats

Resolved 428 / 441

Avg. Amount $3,746

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

COMPLAINT REFERRED BY AGCCS PARTNER Freakspin (107)

Ruby Slots Casino Complaints

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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.

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I won 15,250usd and did some withdrawals in 2023, a few of which were paid to me, but
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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.

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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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So, one Month to process a small win. This is not what is listed on their website. They claim instant payouts.

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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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