Complaint #344 Ruby Slots Casino

Repeatedly denying withdrawals

By Ke3l901

6 years ago

Thank you for your time AG.
I would like to say that I choose ruby slots because I enjoy the selection, interface and promotions over any other casino. I am submitting this complaint in hopes that it will get the right supervisor’s attention.
On February 19th 2020, I made a deposit on Ruby slots casino for 150 USD and I used a promotion “WINMOREVIP” this promotion had no max cash out rules. I managed to bring my running balance once the play through requirements were met to just over 2500 USD and I requested a withdrawal. Granted I have received payments from this casino a couple of years ago and it took close to 6 months before I finally received payment. This time a round I knew what would be expected. Upon my first withdrawal request (Which was still the same evening 2/19/20) approximately around 3/2/20 I observed that my withdrawal was denied. Ruby slots didn’t send an email or message explain the decline and oddly enough the gambling site recent disabled all phone lines for them to be contacted.
I finally spoke with a customer service agent who advised that all my original identity documents had to be re-updated. I was completely ok with that and within 24 hours, I resent all required documents to Documents@rubyslots.com
To my luck I did what every gambler does and wagered what was my original withdrawal request and hit a large jackpot which now brought my withdraw-able balance to well over 10,000 USD. I submitted 4 withdrawals (2,500 USD a piece) in a second attempt on March 3rd. On March 12th I once again had all withdrawals declined. March 7th I sent all of my documents in one email including front/back DL
Front /back credit cards
Utility bill from last month
And my correctly filled out Authorization Form.
Due to the repeat denials I have continued my luck streak and reached just under 30,000 USD and respectfully submitted 9 bitcoin withdrawals in the amount of 2,500 USD each. In good faith I have left over 9,000 USD of my winnings on the site and plan to continue playing with it.

My main concern is that Rubyslots is stating that aren’t getting my documents when clearly as shown in photos they are going through

Please Help AG

Respectfully,
Jarred

Disputed Casino Ruby Slots Casino

Reason Declined payment

Amount $22500

Discussion

AskGamblers

• Support Team

6 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.

Ke3l901

6 years ago

My complaint has been sufficiently resolved, thank you

Jarred

AskGamblers

• Support Team

6 years ago

Dear @Ke3l901,

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

6 years ago

Hi Jarred--

Thanks for confirming you've received the payments.

I'm so very pleased that this worked out the way it did. Every now and then (fortunately not too often!) I run across an issue that is not black or white--this was definitely one of them. Having an understanding player in the mix certainly helped to create what I believe was a great resolution. ;-)

I wish you all the very best,

Tawni

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

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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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Delaying payment and splitting them

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And that I just have to wait..

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All my information has been verified with them, so there is no reason for this delay...

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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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