Complaint #599 Ruby Slots Casino

Unable to contact, quite concerning not even getting response

By Shirley A.

3 years ago

Message on forum

I, once again, verified my identity (I have done so at least 6 previous times over the years) and my documents were approved. I requested a cashout on August 16th with request ID 4143840. I waited patiently to get the cashout but it never came and I cannot contact the casino.

Their live help button has been deactivated, I have called their phone number with my pin code during their hours of operation stated on the website but I reach the music then sit there for 30 minutes listening to the music and no one answers. I have tried calling twice with the same results.

I emailed courtesy@casinosupportcenter.com on Sept 23 and got no response

I emailed [email protected] on Sept 19th with no response

I emailed alex.p@casinosupportcenter.com with no response on Sept 19th

I tried emailing them again today and all emails bounced back as undeliverable.

I have played there on and off for many years and each cashout has been a hassle but I have always gotten them eventually. This is the first time I haven't been able to even contact the casino. They emailed me on September 23rd from courtesy@casinosupportcenter.com offering me a bonus to deposit again but no mention of the cash out.

It is quite concerning that I cannot even get a response from the casino and all emails are undeliverable.

Any help you can provide would be very much appreciated.

Shirley

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $1360

Discussion

AskGamblers

• Support Team

3 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.

shirleyannp

• New Mexico

3 years ago

Thank you very much Tawni, it hit my bank today! This can be marked as resolved. Thank you everyone for all the help.

Shirley

Ruby Slots Casino

• Representative

3 years ago

Hi Shirley--

I sincerely apologize for my slow reply. When this complaint first posted, I was out due to illness and I'm still trying to get caught up on things.

The good news is that your payment has already been sent to our processor: 9/29 Paid $1040 + no Service Fee for transaction #115546875. Processing is a bit on the slow side right now, but I would expect the payment to reach your account early next week.

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'm so sorry to hear you've been laid off. I know this makes for an incredibly stressful time, but hopefully this will open the door for a greater opportunity going forward. ;-)

I wish you all the very best,

Tawni

shirleyannp

• New Mexico

3 years ago

Well, I just had a great idea! I just got laid off two months short of 17 years with the same online gambling site. Ruby Slots could hire me and I could answer all the emails and phone calls. At least players would feel like someone cared. That would cut down on all these Ruby Slots complaints stating no response from the casino. I am sure the casino wants deposits, right? Totally ignoring your depositors when they email for help or call for help doesn't make us want to get out our credit cards and make a new deposit. From the number of complaints I see here, you do have players, you just don't respond to them. What do you think?
I'm only kind of kidding. I hope someone at least gets a smile from this idea lol and maybe a response from Ruby Slots?

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

See all complaints for this casino

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.

Resolved

$1,950

Withdrawals declined without explanation

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.

Unresolved

$11,929

Once again payment being delayed

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.

Resolved

$100

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.

Resolved

$8,006

Runaround from Ruby Slots again

On 06.28.25, I won $4000 & I requested 2 withdrawals of $2500 & $1500. The $2500 was approved on 07.15.25 & I received payment for it but am now getting the run around for the $1500. I have contacted support several times and keep getting told that it has been escalated.

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...

Resolved

$1,500

I have given the casino enough time

I feel and believe that I have given the casino enough time to make good on my winnings and that I have followed all the rules set forth.I am not looking to cause a fuss or blame or even put a bad name out there on any casino or persons that makers no sense.All I want is to collect what I won and no more.I hope I am not jumping the gun and that i have given it the proper amount of time to ask for your help.On Feb 26th 2025 I requested a withdrawl,and then again on March 1st 2025,then it was finally approved April 8th 2025 and now it is June9th 2025. I have contacted them at least five times since and have gotten no where,so this will be the third time to ask for your help in which you guys are the best.

Resolved

$700

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.

Everything is some other excuse, all stalling in the hopes that I'll play it back.

Resolved

$508

Ruby slots payment

I have few redemption requests pending and 2 approved. For one initiated on 12/27/2024 they claim that the payment was sent on 01/28/2025 but since then the only answer I get is to wait because once the payment left the casino there is nothing they can do. Today is the 13th business day since the payment was sent according with customer service but I don’t see anything in my bank account nor they are able to provide me with a trace number for the transfer.

Resolved

$4,830

Once again Ruby doesn't pay

I played on Ruby Slots Casino on January 4, 2025.

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

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

You can deposit over and over again, but when it's time to get paid problems starts.

You have helped me with this problem before, so I am hoping you will get me my winnings.

Thank you in advance.

Resolved

$2,200

VIP payouts

I've been a player on Ruby for quite sometime and reached VIP status. I made a withdrawal via Bitcoin but have not yet received it. As a VIP, a Bitcoin withdrawal should be processed in a timely manner as a deposit by Bitcoin takes only minutes. After requesting a withdrawal, the site stated it would be processed shortly but I have not received a verification of the transaction. I'm a verified player and had to use this site to get my funds expedited in the past. I'm hoping I can get the same results. Thank you in advance for your assistance.

Resolved

$175