Troubles getting my payments

I used two bonuses one weekend about a month ago. Both were pay for bonuses, none were free chips. The last bonus I used was texted TO ME as a “no playthrough bonus.” The other bonus was a “300% match bonus with like a 35x playthrough, which I immediately checked the balances. And it said withdrawalable balance $0.00 bonus $300 playthrough was like 15 thousand dollars. I kept playing, winning, losing winning and losing. Eventually, the playthrough had been met and then was no longer in my balances, nor was the bonus balance.

So, I first (two weeks ago) spoke with a “Kento” via chat. He assured me I will be “paid all money that is owed to me” I was then transferred to “Gordon” who said my first withdrawal was approved on 5.29.18 and second was approved on 6.6.18. Okay all is well. Then it went alllllll down hill from there. He advised that business days do not include “holidays and week off.” I said I’m sorry, what “week off are we referring to?”(I’m not aware of a week off when using timeframes) also, mind you, I do work at the largest bank in the country so I’m familiar with monetary time frames and everything that comes with them.

So then I spoke with the supervisor “Abigal” who again, advised the typical time frame, if the “necessary documents are on file and have been approved.” Which this was submitted, done, completed approved, about a month ago with “Vladimir.” She then said there was an issue with a deposit I had made a while back (bc I had to close the card and order a new one due to fraud on my card when I mailed my credit card information to my propane supplier who didn’t receive the mail for a month with the envelope opened and then taped closed and random 6 charges showing up on my account to the propane company. So I called my credit card company, they unbenounced to me, cancelled the card. They sent me a new one (I was aware of this) so one of my $100 deposits from weeks before didn’t clear. Not the $100 that I used with any bonus or any deposit related to the two withdrawals that were approved and in question. I asked if she could deduct the $100 from my winnings. The two amounts of deposits in question, were $1213.23 and $800.00. So the next day, I looked at my credit card app, and Abigail (without my permission, without bringing it up, without asking me, charged my new credit card $100.00. When I CLEARLY and she said she completely understood my request and said she would deduct it from my withdrawal amounts, bc I wasn’t aware of the issue. I had deposited and played numerous times after that with no problem. So first complaint is RubySlots charging my card $100 without my authorization or knowledge. Whatever it’s all good, fast forward two weeks, last weekend I asked for a tracking number on my check of $1213.23, first I was told the approved amount was $354.00 and that there will be a tracking number by Tuesday (three days ago.)

So I spoke with supervisor Vince that afternoon, he said “give it two more days and if I don’t receive an email, we will sort it out then.” (Super professional and reassuring, right?) “Vince” advised me of two approved withdrawals for $354 and $425. (My withdrawalable balance at each time of w/d was $1213.23 and $800.00 but of course, why would I expect to get my withdrawalable balance, right?)

I also realized there was a random $12 in my playing account when I had cashed completely out and hadn’t been at the site once since I withdrew my money. I asked “Vince” why there was 12.00 in there. He said “it looks like the $12.00 was a mistake by the system, I will get rid of that for you. It has nothing to do with your withdrawals that have already been approved. I can also give you a free chip in exchange for the $12.00 with a 30/60 playthrough bonus at 1 x max cashout.” I said no thank you, I do not want anything free because I know it will cause an issue with the real money I’ve already won. Vince says “once your withdrawal is approved, there is no bonus or deposit or freebies that can affect it” I said “my withdrawals have already been approved...you just confirmed that. Vince says “exactly!” (Again, very professional and reassuring.....)

Two days later, I try to login, it lets me log in with user name and password, bc I had deposited money to play with in between this month long process, but for some reason when I try to withdrawal or deposit money, (wasn’t going to, I just wanted to see what it would say my withdrawal balance was.) Surprise, it keeps saying my password is incorrect so I can’t withdrawal money at this time. Even though it’s the same Pw and username I just logged into, manually, the site to get on in general. It then shows my balance at $208.00 bonus 0.00 playthrough 0.00, but withdrawalable balance is at 0.00. Another issue but that’s not my complaint so onward we go.

So today, three days after I was guaranteed there would be a tracking number for my first withdrawal, I spoke with “Sana” who told me, 1) there is no tracking number yet, and 2) the approved amount was now $359-$15 (processing fee) -$175 (the $100 I asked to be deducted for the original $100 deposit that didn’t clear bc of being issued a new credit card that two weeks ago (earlier in post) “Abigal” charged the $100 (without my authorization or me even knowing it) - $75 of “fees associated with the returned payment”

So in summary, my complaint is, my original “withdrawalable balance” (after playthrough was way more than met) was $1213.23 and then $359 and now is $184. So they have now 1) exceeded their payout time frame, charged me $275 for one single $100 deposit issue that I volunteered to fix by deducting it from my withdrawal, which they did, plus $75 in “fees” plus charging my credit card $100 plus also then deducting it from my withdrawal amount. This is a complaint about my first $1213.23 withdrawal, I was told today the $800 withdrawal that was “approved” for $425 will be “addressed and sent out later” Also, “Sana” offered to refund me all of my deposits I’ve made (no idea where she got this amount) but offered to refund me $1079.00 to just drop the issue and move on once I mentioned going to AskGamblers. She then asked for everything but my daughters blood type along w no time frame of refund so I wasn’t going to wait another 5 months for that random refund, so I came here for help in getting what is owed to me, instead of going to my credit card company/legal entity for “Abigail” charging my credit card without permission or authorization.

Can anybody assist me and get ahold of “Tawny” the only one who seems to address these complaints and get players who are true to Ruby Slots and pay and pay and pay to play, yet when it’s time to pay the player...nothing happens unless it’s brought to this websites attention. Thank you so much. I can’t tell you how much I would appreciate the help.