Complaint #485 Ruby Slots Casino

Ruby Slots Getting runaround and wont pay the 1500 they owe me

By Sandra M.

4 years ago

Message on forum

I requested a withdrawal of $1500 on July 12 2021 and all of my documentation was validated by casino staff via email on July 15th. The withdrawal is still in pending status. They have violated their own "terms and conditions" which we as players must abide by or forfeit our winnings. They have 5 to 7 business days to approve the withdrawal and then 5-10 business days after that they are supposed to deposit the withdrawal if approved. I have contacted customer service via live chat multiple times and even talked to supposed managers who follow the same script as the agents. They ensure me that I will get paid and be patient because they are behind on payouts due to the corona virus and the huge amount of requests they have been receiving lately. I have even called support + with a special pin number they gave me and all I get is hung up on by the system before I even speak with anyone.

After being extremely frustrated, I asked their support team via email for all of the transcripts from the numerous live chat sessions I have had with their agents. They said they would respond within 5 business days and of course, its 7 business days later and still nothing. Even after all the conversations and them promising to escalate my issue, they have done nothing but give me the runaround.

Then I went to check the status of my withdrawal via the transactions tab on their casino site and it made me re-verify my identity through a third party site by taking another selfie and pics of my license. OMG I am over it. So, without transcripts, all I have is the email they sent approving my docs and screenshots of my account history. I did copy and paste my conversations with live chat today and have attached them as well.

Any help you can give me would be greatly appreciated. Even after telling them that I was going to contact the gaming commission and my lawyer all they had to say is "well they can't do anything about it either...it won't do you any good." I feel so disrespected and wronged.

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $1500

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.

sandi5674

• California

4 years ago

Thank you so much for the quick resolution and I apologize for not responding sooner. I just had surgery and was out of commission for a day or two.
Yes, the amount minus the bonus was deposited into my bitcoin wallet. What would we do without Ask Gamblers and Tawni?

AskGamblers

• Support Team

4 years ago

Dear @sandi5674,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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

4 years ago

Hi Sandra--

I sincerely apologize about the difficulties you've been having with this.

I'm pleased to tell you that your payment was issued to your wallet, Wednesday: 8/11 Paid $1312 (0.02847353) + no Service Fee BTC for transaction #105928574.

Regarding the shortfall from your requested amount, this is because you received a bonus. All bonuses are non-withdrawable and as such, removed from your total withdrawal amount.

I wish you all the 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 decided to try again some time later in 2024, only to have my withdrawal denied again and left disappointed.
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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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