Complaint #499 Ruby Slots Casino

Verification issue and delayed response

By Labtrash65

4 years ago

Greetings,

I would like to be assisted with regard to the verification issue.

I sent the first email with the required supporting documents on the 20th august 2021 to ruby slots for them to verify my account so that I can be able to make withdrawals. On their website they stated that it can take 72 hours for documents to reviewed, however up until today my account is not verified.

Since from the 20th of August I have been sending emails everyday summing up to 50 per day, therefore I have sent more than 150 emails to ruby slot stil they have not attended my case.

I have 98$ which I need to withdraw however I cannot proceed with the withdrawal process because my account is not yet verified. I have attached the screenshots for proof for those emails I have sent to ruby slots including the balance of 98$ which I need to withdraw.

Disputed Casino Ruby Slots Casino

Reason Verification issues

Amount $98

Discussion

AskGamblers

• Support Team

4 years ago

Dear Ruby Slots Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Labtrash65

4 years ago

Good day, Tawni its funny now when you say i have submitted different bills while kept you on saying the documents that i have submitted cannot be accepted. I have submitted my bank statement with has the same address that i have used on the casino(i have attached it for proof here for ask gamblers for proof), then you rejected the bank statement while what you needed was to verify my address which was there on the bank statement, i still couldn't understand why you rejected the document because it has everything that you need. Then afterwards the ruby slot documents team requested for electricty/water/ sewage or telophone bill, i replied to them that i reside in A rural area where we don't pay bill such as sewage or water reason being we user pit toilets for water everyone use a borehole therefore there is no way i could have such bills. Then i went to our local municipality to request a letter that confirm that i am a legal resident at the specific address. I submitted the proof of residence to both Tawni and ruby slot documents team, i got a reply that it was rejected i was not given reason why?. Then tawni suggested that i should look for something thats when i used my clothing account statement, the address on the clothing statement the only problem is that it did not include street address and house number it just showed the postal and province so it was incomplete and i did not submit it i send it to tawni to check if it could be accepted.i am suprised now how she make it as if i kept on sending different bills the reason why i submitted it was for Tawni to check if it could be accepted. Then after all the tricks you pulled i realised that ruby slot doesn't want to give me my winnings, at some poin you said you only needed my ID document afterwards you will arrange for my withdrawal then you kept on coming with a different stories.

As now you regard them as 4 proof of address why my account was not verified if now you regard them as 4 proof of addresses, and they are not different as you say the bank statemnt and proof of address from my local municipality is the same address which i have also used on ruby slot. The only different document was of the clothing accout which is incomplete address as it include province and postal code only and i sent it to you as an alternative to check if it could be accepted.

I have attahced all proof for the ask gamblers team, i have also attahced the proof of emails to show the address which you claim was different was for you to check if it could be accepted.

I am so disspointed with your service, you even close my account without even letting me know via email, i have waited for 3 months for money that i worked hard for to be voided like this? The whole $270 ? If thats how you treat your players then you shoudl be ashamed.

Ruby Slots Casino

• Representative

4 years ago

Hi Lebogang--

Unfortunately, I don't have good news for you...

We've asked for a current utility bill in your name, which you've not been able to provide. You've provided us with different bills and bank statements--each with differing house addresses. Because of this, your account has been closed and your winnings have been voided. Our terms are clear in that we must receive proof of address, however, with four different addresses provided, this is simply not possible.

As you achieved your winnings using a free chip (you've never made a real money deposit), there is nothing to refund.

Regards,

Tawni

Labtrash65

4 years ago

Good morning Tawni, i will be waiting for an update, i have been struggling since the 20th August. I hope now i will be assisted.

Looking forward to hear from you

Ruby Slots Casino Complaint Stats

Resolved 430 / 443

Avg. Amount $3,737

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

Ruby Slots Casino Complaints

See all complaints for this casino

After two months no movement on my many requested withdraws

On Rubly Slots casino, I have 17 $2,500 requested withdraws, with 16 of them being on 05/11/2026. There has been no movement on them whatsoever. The total of the withdraws is $42,500, with an approximate $400 bonus to be removed making it around $42,100 in actuality. I have been informed by Tawni what the hold-up may be, and it was decided it still makes sense for me to lodge a complaint here in the hopes things eventually begin to move along. Now the wait starts for what may be a rather long process.

95h left

$42,100

Violation of payment terms

I have nine (9) withdrawals that were submitted on 06/18/26 for a total of $22,000.00. Withdrawal number 113344659 was a Coindraw withdrawal for $2,000.00 that was denied without explanation and withdrawal number 113344665 is a bitcoin withdrawal that previously had an approval date of 07/02/26. The approval has now been removed and all of these withdrawals are beyond the stated time frames for being approved and paid according to the terms and conditions. This platform is part of a group of platforms accessed through Inclave.com that are constantly violating their payment terms and conditions and engaging in unethical business practices against its players. My player hosts had recently informed me that I was given VIP 5 status which is their highest VIP level which would grant me the maximum limits for withdrawals on my accounts. Now my account shows as restricted and that I am part of an excluded player class. The actions of this platfrom are blatant fraud and they need to approve and issue payment immediately. Furthermore, gaming regulators need to take a serious look at their actions and regulatory compliance.

60h left

$22,000

Late payment at Ruby Slots

My withdrawal request of $1400.00 USD was approved on June/10/2026.
I have not received my payment yet. I am a Level 5 VIP!!! When it comes to VIP you can’t go higher than that. Why do I have to come here to get paid?
Supposed to have fast withdrawals so why are my payments constantly late?
I’d appreciate some assistance!

Resolved

$1,400

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