Complaint #82 Ruby Slots Casino

Refused to pay $2,500 & Locked my account

By bscotty

9 years ago

Message on forum

Ruby Slots - $2,500 Neteller REFUSE TO PAY & Account Locked
____________________
, I won this money fairly and in the spirit of the game and such I require prompt payment

• When my account was “locked/revoked” without being notified, I had
o An account balance IN-EXCESS of $6,800 USD!!!
- Ruby Slot account balance of $6,752 on 9th July 2016
o An amount of comp points
o Pending Payment - $2,500 USD
- via Net Teller (Account ID 459825434630)
- Cash-out $2500US requested on 8th July 2016, last observed state was “Pending”

Ruby Slots still needs to pay me the money it owes me IN-EXCESS of $9,300 USD ($6800 USD +$2,500 USD) to my Net Teller (Account ID 459825434630).
• Especially since this money it owes me IN-EXCESS of $9,300 USD consists of my legitimate winnings that costed me $2,199 AUD of my deposited money.

Disputed Casino Ruby Slots Casino

Reason Declined payment

Amount $2500

Discussion

bscotty

9 years ago

still waiting for my money from the casino

AskGamblers

• Support Team

9 years ago

The case has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more chance hoping that both parties involved into the dispute will manage to reach to a satisfactory resolution.

bscotty

9 years ago

Current status of issues
-----------
ISSUE 1 - $2500 USD transfer to Neteller Account "Denied"
----------------------------------------------------------
Cashout & Account Balance
----------------------------------------------------------
Date - Transaction - Amount
7/08/2016 7:08 - DF-NETeller Withdrawal Requested -$2,500.00
+ (PLUS) BALANCE: $6,752 USD

TOTAL AMOUNT OWED: $9,252 USD
------------------------------------
DEPOSITS To Ruby Slots
-------------------------------------
Date & Time - Credit Card - Amount ($USD)
7/06/2016 11:11 - DF-Amex Deposit Approved! - $88.00
7/06/2016 10:38 - DF-Amex Deposit Approved! - $131.00
7/06/2016 10:15 - DF-Amex Deposit Approved! - $99.00
7/06/2016 9:15 - DF-Amex Deposit Approved! - $269.00
7/06/2016 8:09 - DF-Amex Deposit Approved! - $222.00
7/06/2016 7:29 - DF-Amex Deposit Approved! - $88.00
7/04/2016 - DF-Amex Deposit Approved! - $55.00
7/04/2016 - DF-Amex Deposit Approved! - $122.00
7/03/2016 - DF-Amex Deposit Approved! - $66.00
7/01/2016 - DF-Amex Deposit Approved! - $69.00
7/01/2016 - DF-Amex Deposit Approved! - $333.00
7/01/2016 - DF-Amex Deposit Approved! - $269.00
7/01/2016 - DF-Amex Deposit Approved! - $222.00
06/30/2016 02:36 PM - DF-Master Card Deposit Approved! - $166.00
TOTAL Deposite (USD) $2,199.00

________________________________________

ISSUE 2 - Account Locked
* As at 25th July at 7:39am (Sydney Local Time) - I am still unab le to access my account
- Message at login (after successful details are entered) - "You are not allowed to log in. Please Contact Customer Service for More Information"

---------------------------------------------
Customer service was extremely unhelpful, delaying and wasting my time, instructing me to call back at specified time intervals only to hang up on my call or leave me on hold for long periods of time. I have now got a large mobile bill cause of these poor customer service practises

Ruby Slots Casino

• Representative

9 years ago

Hi bscotty & AG--

I just realized I hadn't responded to this and bscotty's other thread. Unfortunately, I'm home right now and will have to go into the office to get my notes, tomorrow afternoon.

I'll definitely be back with the full explanation (although I'm quite certain bscotty is already aware).

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

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!

70h left

$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

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