Complaint #52 Ruby Slots Casino

Ruby Slots Casino refused to pay

By rob6587

11 years ago

Message on forum

Account was cleared, added funds, won $500. Before i cashed out I asked if I was eligible to cash out everything...they said yes. A couple weeks later, i touched base to see where we stood and they didn't have a record of it because I used a promotional bonus which i didn't. They couldn't tell me which bonus I used and couldn't offer a valid explanation. All in all, they stole my money.

Disputed Casino Ruby Slots Casino

Reason Declined payment

Amount $500

Discussion

Ruby Slots Casino

• Representative

12 years ago

Hi Rob,

We contacted you via email, May 1st, alerting you to the fact that your payment had been issued and was ready for pick-up at any MoneyGram location. It is still waiting for your retrieval.

I have emailed you with the necessary information required for the MoneyGram pick-up.

Tawni

rob6587

12 years ago

Understood but I have yet to receive the amount I was approved for...any way to expedite the process?

Ruby Slots Casino

• Representative

12 years ago

Hi Rob,

Here's what happened:

April 18th, 2013 (one year ago), you requested a $605 withdrawal, which was won based on a cash-back bonus of $249.38. That cash-back has a 1x max cash-out, so at most you would have been entitled to was $249.38. When you requested your withdrawal, you received notice that we would need certain verification documents, which we never received, so May 5th, 2013, your withdrawal request was cancelled and the $605 was returned to your account.

Then on April 15th, 2014 (this year), you requested a withdrawal of $254.49, which was approved, April 22nd. The approval amount was $249.38 (that 1x max cash-out), with the remaining $5.11 removed from your account.

You had previously built up spins on Aztecs Feature Guaranteed, using the original $249.38, which you never triggered. Following the April 22nd withdrawal, you went into the Aztecs slot, triggered the feature and won $148.61--you were able to build that up to $500, which you then attempted to withdraw. The problem with this is that you had amassed those spins with the original $249.38 (back in April, 2013), and you've already received the max cash-out on that money.

It is because of this that the funds were removed from the account and we have correctly denied your subsequent withdrawal request.

I hope this clears things up,

Tawni

AskGamblers

• Support Team

12 years ago

Dear rob6587, did you got your payment? Can we close this complaint? Thank you.

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

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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..
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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...

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So, one Month to process a small win. This is not what is listed on their website. They claim instant payouts.

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