Complaint #504 Ruby Slots Casino

Ruby slots still delaying payments

By David H.

4 years ago

On 9/4 I submitted a request for a withdrawal of 250.00 (req # 3767322),

On 9/10 I submitted a request for a withdrawal of 301.33 (req # 3776989)

At the time of the requests their system required I provide my bitcoin wallet address, which I did for both requests. Over the course of the last week or more I have inquired as to why they haven’t approved these requests. (I’ve previously won at Ruby within the last few months so I know all my docs are approved and on file).

I’ve received the typical run-around from their C/S agents, however today’s chat prompted me to file this complaint. After the back and forth exchange of pleasantries, I was advised that I hadn’t provided my crypto address which is why my payments sit still awaiting approval. I explained that their system provides me a method to input that info at the time of the initial request. She seemed very frustrated with my response and didn’t respond for quite a while.

After being away from the chat for a good 10 minutes, she returned To advise me that she can’t assist me or provide any updates. Without waiting for any response from me, she directly closed the chat and that was the end of it. Very poor C/S skills at the least.

I would very much like my 2 requests to be approved and bitcoin payments initiated as soon as possible.

I am a VIP player with Ruby and this is disturbing to receive such treatment.

Thanks

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $551

Discussion

AskGamblers

• Support Team

4 years ago

Dear @davidh728,

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 David--

Thanks for the kind words--it's very much appreciated. ;-)

I'm happy to tell you that your payment was issued to your wallet, Monday: 10/4 Paid $551 (0.01152686) + no Service Fees Bitcoin for transactions #107368389 ($250.00), #107368393 ($301.00).

I wish you all the best,

Tawni

davidh728

• California

4 years ago

Tawni,

I’ve always received excellent assistance from you. This is one of the few things I know will always be taken care of promptly. We are lucky to have you involved.
In all honesty, I probably would not play at Ruby slots without knowing that you are working tirelessly to keep things moving forward to closure.

A sincere thanks.
Davidh728

Ruby Slots Casino

• Representative

4 years ago

Hi David--

I sincerely apologize for the way this was handled. I can assure you that you'll get much better from me. ;-)

To this end, your withdrawal will be approved tomorrow and I would expect the payment to be issued within a day or two of the approval.

As soon as I receive your transaction details, I'll be back with another update.

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 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
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.

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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.

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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.

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Runaround from Ruby Slots again

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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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I have given the casino enough time

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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.

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Ruby slots payment

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I cashed out $2200. I have yet to receive it.

I sent in all documents and and I still get a runaround.

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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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