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Ruby Slots Casino - Still waiting on payouts since April

RESOLVED
Complaint Info
Disputed casino Ruby Slots Casino
Reason Delayed payment
Amount $ 21789
Posted on June 28, 2019

I have been a loyal and faithful player to Ruby Slots for over 10 years now. I have always had payouts that took longer than the terms of service times, I always felt it was due to being a US player. My last payouts were eventually paid but did take over a year to process, of course the amount was high. This time I am disappointed now because I have winnings from early April 2019 and was promised my payouts in a timely manner. I am due over 10K from between April and June, most in April and May. I have only received one single payout since April of $1300 roughly. I was promised by a casino rep named Misha Brown that my payout was on the way of $1350 but that was May 29. Nothing has come into my bank and all my bank info is confirmed and correct in their system. So I am asking Tawni for help once again I guess, oh well, at least my last payout was resolved.

Posted on July 2, 2019

Damon--you're back! I'm so sorry you're having difficulties again, but of course, I'm happy to help with this.

I've reviewed your account and I do see the most recent payment was done on 6/13 (Paid $1330 + $20 Service Fee for transaction #73360091. This was confirmed by our processor as completed on 6/26--I would expect the wire has landed in your account by now.

I also see there is $12,077 pending to be approved. I've gone ahead and sent a note to our Payments Manager to approve the next withdrawal and this should be done later today. Once I see the approval, I'll have the withdrawal sent to our processor (this should be sorted no later than Thursday.

I'll be back in a few days with another update...

Tawni

AskGamblers
Posted on July 5, 2019

Dear Ruby Slots Casino,

Please let us know if there's some update regarding this case.

AskGamblers
Posted on July 23, 2019

This complaint has been reopened as per Ruby Slots Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 23, 2019

Thanks for re-opening this so it can continue to be on record as in the process of resolution. Good job Ruby.

Posted on July 27, 2019

Hi Damon--

I'm so sorry--not sure what happened, but somehow your complaint fell off my list. The good news is, your payments have been continuing on. ;-)

Here are the payments issued, so far:

6/13 Paid $1330 + $20 Service Fee for transaction #73360091
7/3 Paid $2338 + no Service Fee for transactions #75463943 #75463994
7/14 Paid $2280 + No Service Fee for transactions #75987669 ($920) & #75990891 ($1360)
7/24 Paid $2120+ No Service Fee for transaction #76846611

Your next withdrawal is scheduled to be sent off to our processor, Tuesday. As soon as I have the transaction details, I'll be back with another update.

Have a great weekend,

Tawni

Posted on July 29, 2019

All right sounds good Tawni, I will post verification as soon as I receive anything.

Posted on August 2, 2019

Hi Damon--

I've just checked in on your account and I see your next withdrawal was sent off to our processor, Wednesday: 7/31 Paid $2000 + no service fee for transaction #77294723. I'm guessing the funds will reach your account towards the middle of next week.

I'll be back in a few days with another update...

Have a great weekend,

Tawni

AskGamblers
Posted on August 6, 2019

AskGamblers Complaints Team has been informed that Ruby Slots Casino representative might not be able to respond to ongoing complaints until Wednesday, 7th of August, therefore the time frame is being extended with another 96 hours.

Posted on August 7, 2019

Thanks Tawni, received last amounts so I'll update when i receive more.

AskGamblers
Posted on August 10, 2019

Dear @dvsax,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

AskGamblers
Posted on August 15, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on August 19, 2019

Hi Damon--

Since my last reply, two more payments have been sent to be processed:

8/14 Paid $2324 + no service fee for transaction #77987461
8/6 Paid $2061 + no service fee for transactions #77552285 ($1218) & #77552414 ($843)

I'll be back in a few days with another update...

Tawni

Posted on August 20, 2019

Hi Tawni thank you I will have confirmed reciept. Please continue to process asap. Tyvm

Posted on August 24, 2019

Hi Damon--

Another payment was sent off to our processor, Thursday: 8/22 Paid $2500 + no service fee for transaction #78631501. I would imagine the funds should reach your account towards the end of this coming week. ;-)

I'll be back in a few days with another update...

Have a great weekend,

Tawni

Posted on August 27, 2019

Thx Tawni, I received that amount, will wait for more. Tyvm

Posted on August 31, 2019

Hi Damon--

Another payment has already been sent off to our processor: 8/30 Paid $2500 + no service fee for transaction #79071004. I'm guessing the funds will land in your account towards the end of this coming week.

I'll be back in a few days...

Have a great holiday weekend,

Tawni

Posted on September 4, 2019

Hi Damon--

I've just checked on your account and I see we're reaching your final withdrawal. ;-)

I've put in the request for this to be paid--as soon as I see this has been sorted, I'll be back with an update.

Tawni

Posted on September 5, 2019

Alright I'm waiting on my last two withdraws from Ruby to hit my bank account. Is it possible to look into my Planet7 account for an update? Thx soo much Tawni.

Posted on September 9, 2019

Hi Damon--

Your final payment is set to be sent off to our processor, this morning. As soon as I have transaction details, I'll be sure to fill you in.

Regarding your Planet 7 account, I'm happy to dive into this for you, however, you won't be able to merge this into this complaint. I've already added this to my 'to do' list, so I'd suggest just dropping me a PM (here at AskGamblers) or drop me an email every week as a reminder to give you an update. ;-)

I'll be back...

Tawni

Posted on September 9, 2019

Tawni what's your handle so How do i message you here on askgamblers?

Posted on September 13, 2019

Hi Damon--

Your final withdrawal was sent off to our processor, Monday: 9/9 Paid $2136 + no service fee for transaction #79423137. I'd guess you'll find the funds in your account towards the beginning of next week.

I'll be sending you an email in a few minutes, so you'll be able to contact me (I could have sworn you already had it).

Take care,

Tawni

Posted on September 15, 2019

I'm happy to report that all payouts completed successfully, thank you to Ruby Slots, Ask Gamblers and Tawni for all your help in expediting. Ruby pays its players.

AskGamblers
Posted on September 16, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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