Complaint #316 Ruby Slots Casino

Withdrawal Delays and Fee Overcharges

By Tamera N.

6 years ago

Message on forum

I put in for three separate withdrawals all on 05/09/2019 in the amount of $2500 each. On 05/23/2019 I was approved in the amount of $2282. On 06/06/2019 the second withdrawal was approved for $2500 and finally on 06/13/2019 the third withdrawal was approved for $2500. On 07/23/2019 I received $2220.15 through a bank wire. On 08/09/2019 I received $2455 through a bank wire. Now here is where it gets real crazy....on 06/25/2019 I received $1033.05 through a bank wire which I honestly believe was for a previous withdrawal request of $1500, that I can't find anywhere in my casino account statements!?! I archived all the chat sessions which will show that all the deposited amounts including one I never received on 07/10/2019 for $2262, which I was asked to send in bank statements proving what I received and to show what I hadn't received. That was on 08/26/2019. No response from them, after a whole month I contacted again on 09/24/2019 and was told all the money had been paid out! I then proceeded to explain to her about the bank statements I sent in etc.etc.and she said I could forward them to her and she'd send it to the finance dept.to go over. Fine. However, the mail address she gave me came back through mailer-daemon address not found recipient address rejected! I tried 3 times, she then said she'd email my info to the finance dept. I asked how since she hadn't received it? Well, its all in the transcripts for you to read. You know my bank only charges me $25 for wire service fee,so I don't understand only receiving $2220.15 on 07/23 and the casino says they sent $2480...that's a big difference. I'd love to send all my proof to you in, but how? In the past I never had any problems with withdrawals I always expected a lengthy wait time and minimal fees taken from the total amount, which I accepted and was never disappointed. Until now. I did everything asked of me, with no response from them letting me know anything! I feel lied to and deceived more and more with each attempt I make to solve this situation.
I enjoy playing and only deposit what I don't mind losing. Now it appears the Risk is in winning, because you might have to fight to get what you win? I was so happy to win I didn't mind it taking so long or it being in the smaller amounts. I must say though now that it's going on 5 months and being ignored after doing everything asked of me it has taken a toll on me. I'm stressed out about it and want it to be over! Please help me end this frustration and clear up this mess,its not fair and after looking over it all hopefully you'll see for yourself and get me my $2500. Thank-You in advance for doing this.

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $2500

Discussion

AskGamblers

• Support Team

6 years ago

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.

tln1264

• California

6 years ago

Tawni,
My funds have been received! Much APPRECIATED!
Tamera

AskGamblers

• Support Team

6 years ago

Dear @tln1264,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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.

Ruby Slots Casino

• Representative

6 years ago

Hi Tamera--

I've checked with the processor and they've confirmed your wire was completed on the 16th. I would imagine the funds have reached your account at this point--can you please confirm?

Much appreciated,

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

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