Complaint #220 Ruby Slots Casino

Verification problem after requesting a withdrawal from free chip offer

By Tracey B.

8 years ago

Message on forum

Received an invitation to try out Rubyslots with a free $25 Chip. Within a couple of minutes playing Slots I managed to Win over $1200. I Called the HELP line & was told that I had to complete the wagering requirements. I did. I played a few more minutes My balance jumped from over 1200 to $200 went to withdraw and was only allowed to withdraw min $100 max $100 Ok no problem. Called customer service the lady Ms.Ivy tells me Everything looks good just complete the authorization form and return it with My driver's license & Utility Bill. I Emailed back All documents. A week later a Mr.Brad Leigh emailed Me back and told me that my Utility bill was too old please send in my most recent bill. I sent in a Copy of my Lease. Now I'm being told that I did not originally complete the wagering requirements. I was told by customer service Do not Mix ur bonus Money with ur Deposit. My Withdrawal was DENIED again on March 28. Because of documentation Issues. When i send in the Verification documents they Say its the Wagering requirements That not been met. When I call customer service They tell me I hlve met nkAll Wagering requirements. Rubyslotsg I need U to Honor Ur Commitments Bonuses for Your Players Please.

I

Disputed Casino Ruby Slots Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Ruby Slots Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino term:

The Casino reserves the right to disqualify winnings in case the following incidents occur:
More than one active account at the Casino (unless given prior approval by management);

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Tratrawon17

• United States

8 years ago

Hi Tawni
I'm So Very Sorry About Ur Loss.
Please find AFTER several Months Of Correspondence from Me and Very little from Rubyslots even though U were Resolving other Cases and Not mine I Came to the Conclusion Rubyslots Is Exactly what Other Players Are Claiming to BE A Month Ago. Every Week Players Are Fighting For "Withdrawals" from Ur Casinos U having to "Investigate" my $100 Free Chip Win?? My Father My Boyfriend All heard about my lucky "Win" & decided to Play Ur "Online Casino"😞. We shared Our Mobile Ips.
I was Honest in Every Aspect. So U Proved NOTHING!! But to Show Rubyslots is A Business First & Not All Businesses have Good Intentions or Ethics When Making Money. I'm Sure Rubyslots have more Cases on Askgamblers to Attend to.
Thanks U Tawni & Rubyslots.

Ruby Slots Casino

• Representative

8 years ago

Hi Tracey--

I apologize for not responding as I should have--you were caught during a difficult few weeks with me, with my father passing away and a bit of unexpected surgery for myself.

In any event, I'm afraid I don't have good news for you. After our Fraud Team investigated your account, it was found that there were multiple accounts coming from your residence, IP and with your email address. As a result, your account has been closed and the funds in your account have been voided.

I've sent all evidence to AskGamblers to confirm.

Tawni

Tratrawon17

• United States

8 years ago

After numerous attempts and broken promises to Resolve my issues Rubyslots have blocked me from signing IN to the Casino. I have Chatted with Customer Support, with Customer Service over the Telephone iv Sent in Documents to Tawni as Well as Mr. Brad Leigh. This is So Unfair because I Really Enjoy their Slot Games & I Recommend The Casino my family & Friends to Try Out Their Casino. A lot of people online Recommend for me to stay away from Rubyslots & ANY Casino affiliated with Them. Please Tawni or Any Rubyslots Representative, can U Respond in Any Way?? Please
Thank U,Tracey

Ruby Slots Casino Complaint Stats

Resolved 428 / 441

Avg. Amount $3,746

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.

73h left

$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