Ag Awards

Ruby Slots Casino refused to pay

Complaint Info
Disputed casino Ruby Slots Casino
Reason Declined payment
Amount $ 500
Posted on July 23, 2014

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.

Posted on May 14, 2014

Hi rob6587,

Thank you for bringing this issue to our attention. I am looking into it and will get back to you later today.

All the best,


Posted on May 16, 2014

Withdrawal for 250 has been approved but have not received payment and haven't received confirmation that the money has been sent. I received confirmation via phone 2 weeks ago. Please help.

Posted on May 16, 2014

@rob6587, there's really no need to post new complaints every time you would like to reply. Just be sure to use the Reply link, attached to the automated messages our system is sending to your email.

Posted on May 19, 2014

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

Posted on May 19, 2014

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,


Posted on May 21, 2014

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

Posted on May 22, 2014

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.


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