Complaint #456 Ruby Slots Casino

Payout in Limbo land no response or update from payout team

By Carrie T.

5 years ago

Message on forum

Here are the facts of my situation.

I won 2000.00 on April 13th on a no max no rules bonus. I followed all the bet wagering rules completed all playthrough and completely verified.

I submitted a withdrawal request.

April 13th.

After 32 emails back and forth and three new accounts with banks finally one was accepted and my withdrawal was approved on May 13th.

The bonus was removed and total withdraw was 1823.00 and going to be sent wire transfer.

On the morning of May 23 I received an email saying the money had been sent and would be in my bank account within 5-7days.

I was thrilled, I went to my players account to play after I read the confirmation email and found that the money had been redeposited to my players account in two deposits one for $1000.00 one for $823.00.

I emailed the casino and was told my bank was a non bank and that my bank refused the deposit.

I called my bank and asked why they had rejected my wire from my friend and was told there weren't any transactions to my account that day other than my check card purchase.

So May 23th I re-submitted for a bitcoin withdrawal thinking maybe it would be easier for the casino and faster to receive since I had been waiting so long.. and well here's where it sits the same as when I requested the bitcoin payout with the same status as the day I requested it

I waited 7 business days and I still call everyday to the support team, Sage, Morgan and Mamoo at support have been wonderful and have escalated numerous times. The payout team has not responded to them or myself and I can't get anyone at the payout team email address to email to answer me back. I received one email after I sent my bitcoin address when I submitted my withdraw that stated someone from payout would contact me in three days to follow up.

No one from payout has been in touch with me, and from what I understand they aren't responding to the support escalations. Please help me to understand, I read that after submitting a withdrawal it's usually processed in 7 days. It has been 13 Business days since I had to resubmit for my withdrawal and no one has contacted me from the payout team or updated my account. Did I misunderstand when it said 7 days? This withdrawal was already approved once and it's been so long I've remained patient, but can you please find out why it's still not updated? I call everyday and usually it's Sage or Morgan who answers and as of today 11:30am June 10th still no updates on when it will be sent. The support team was able to verify that they did receive my bitcoins wallet address I sent via email a few times on May 25th. Should I wait longer? I'm at a loss here. I know yall are really very busy, but if you could help point me in the right direction on what to do here. I have read others had the same issues with getting their payouts. I can understand a delay but not updating a depositing VIP customer on what's causing the delay or that there is going to be a delay and leaving the customer hanging, we'll its really not fair and doesn't seem like it would be good business to me. Please can you help me? I have all 63 emails, all my call logs and screen shots of my account showing it was approved and corresponding dates if you need them. I'd be grateful for anything you can do.

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $1823

Discussion

AskGamblers

• Support Team

4 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.

ChiariCarrie

• Tennessee • 1 reviews

4 years ago

Update: I recieved full payment this morning of 1823.00 deposited to my bitcoin account. Tawni, You are Awesome! Thank you thank you for all your Help! 🙂🙂🙂

ChiariCarrie

• Tennessee • 1 reviews

4 years ago

You are a miracle worker Tawni! You have absolutely made my week! I've sent you an email with all info on my verified bitcoin wallet address (static) on coinbase. I've used this address without any issues. I can't begin to thank you enough but ill start with a huge THANK YOU! 👍👍

Ruby Slots Casino

• Representative

4 years ago

Hi Carrie--

I've checked in on your account and I see that the type of account you have (Easy Checking) is one that our processor cannot issue wires to. In order to sort your payment, we will need to receive an alternate payment method.

I would highly recommend Bitcoin, as this would be the easiest/fastest method. If this will not work for you, you would need a different bank account with a different bank.

I've attached my email address (privately). Please send me either your Bitcoin crypto address or alternate wire details. As soon as I receive this, I'll organize your payment without delays.

Much appreciated,

Tawni

Ruby Slots Casino Complaint Stats

Resolved 429 / 442

Avg. Amount $3,742

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

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