Complaint #111 Ruby Slots Casino

Withdraw Excuses

By graeme

9 years ago

Message on forum

My $1000 withdraw via bank wire was declined on 18th Nov 2016 but was automatically changed to "approved" by "check" which was strange because they don't send checks to where I reside.

I contacted live chat and they said it will have to be through neteller - so I sent neteller details to finance department.

approx. week later contacted live chat to be told they don't send neteller payments to where I reside it will have to be bank wire, sent my bank details again.

approx. week later contacted live chat to be told payment will be delayed (7-10 business days) due to the business (ruby slots) is or has moved to "Prague".

I was concerned so a few days later contacted live chat again to be told due to the bank holiday it will be delayed for a further 7-10 business days, I asked which bank holiday they were referring to which they replied ruby slots process payments in China, Canada and Germany I check all 3 countries and there have been no bank holidays from withdraw date.

Contacted live chat today 18th Dec 2016 just to be told another 10 business days.

Their withdraw times for bank wire are up to 10 business days it has been 30 days (20 business days)

Madness - just don't understand why treat customers like their fools

Disputed Casino Ruby Slots Casino

Reason Delayed payment

Amount $1000

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

graeme

• United Kingdom

9 years ago

Day 54 - Payment received - thank you

You may close this complaint

graeme

• United Kingdom

9 years ago

Still haven't received payment.

This is beginning to feel like a stuck record - on one hand Tawni, your statement above indicates my payment should be in my bank account by now which also indicates that the processors have sent payment.

On the other hand I have an email from payments department stating "We are awaiting confirmation on the processors end that the bank wire has already been processed. As soon as we have these details we will notify you via e-mail. Which indicate it hasn't been sent at all as I have not received any email to confirm payment.

53 days since withdraw approval - bizarre

Ruby Slots Casino

• Representative

9 years ago

Hi Graeme--

I'm terribly sorry for everything with this. We've been incredibly backlogged with payments due to the holidays. Making matters worse was I'd been a bit under the weather, so not as responsive as I generally would be.

Regarding your situation, I can confirm the payment has already been received by our processors. I would expect you'll see the funds reflected in your account early this coming week, if not already.

Again, I cannot apologize enough for the difficulties you've had with this.

All the best,

Tawni

Ruby Slots Casino Complaint Stats

Resolved 429 / 442

Avg. Amount $3,742

Avg. Complaint Duration 15 days

Avg. Response Time 3 days

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