The player from the United States faced significant issues with Ruby Slots Casino, where a $5,000 cashout attempt resulted in multiple canceled transactions and only one wire transfer of $1,345 instead of the promised $1,500. After extensive communication with support over 10 days, the player expressed frustration with the lack of transparency and felt scammed. The Complaints Team acknowledged the difficulties encountered and explained that delays in processing withdrawals could occur due to various factors. However, due to the player spending the remaining balance, the complaint was closed as there were no funds left to recover.
Ruby Slots Casino - Player's cashout has been delayed and partially confiscated.
Amount: $5,000
Ruby Slots Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
I'm a big fan of sweepstakes casinos like Chumba and Global Poker Stars, which offer world-class service and have everything under control. Unfortunately, Ruby Slots couldn't be more different. My experience with them has been nothing short of a nightmare, and I strongly recommend staying far away from this site.
I tried to cash out $5,000 in two wire transactions, and they canceled the transaction without explanation. Over the course of several days, I found myself playing most of the money back, thinking the cashout would go through. After multiple frustrating chats and dealing with them for over three days, they finally sent one wire transfer, but only for $1,345 – even though they claimed I would receive $1,500. They kept $150 for some bogus reason. I spent over 10 days going back and forth with their chat support, verifying each time that everything was fine and that my payout was on the way. They even called me to confirm it was coming.
In the end, it never happened. The lack of transparency and integrity is appalling. If you're thinking about playing here, save yourself the headache. There are far better, more trustworthy options out there. Ruby Slots is a total scam in my book.
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1 month ago
Dear handsinablenderchef,
Thank you very much for submitting this complaint. I'm sorry to hear about your experience. I would like to ask a few questions to help clarify your situation.
Could you please specify the exact date when you requested the withdrawal of your $1500?
Did you accumulate these winnings using a bonus? Please note that Ruby Slots Casino offers "sticky" (non-cashable) bonuses, meaning that the bonus amount given to you will be deducted when you request a withdrawal of your winnings.
Am I correct in understanding that after your $5000 withdrawal requests were canceled, you continued gameplay and now only $1500 in winnings remains in your account?
Could you also confirm the current status of this $1500 payment?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Hello,
I started thr submit process the first time on September 12. The final 1349 was submitted on October 2. On day 11 I just gave up and spent the money and this was from after having to escalate the approval. Many days have passed and it still wasn't approved.
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1 month ago
Dear handsinablenderchef,
I'm truly sorry to hear about the difficulties you've encountered with your withdrawal requests. I understand how frustrating it must feel to face repeated delays or cancellations, especially when you've already waited and anticipated receiving your funds.
Many times, delays in processing withdrawals arise from factors beyond the casino’s direct control. Payment processing can involve several steps, including security verification, third-party payment processors, and sometimes additional investigations, all of which can add unexpected time to the withdrawal process. Although these steps are in place to ensure a safe and secure transaction for players, we realize they can be incredibly frustrating, particularly when you’re ready to enjoy your winnings.
I know that waiting to receive your funds can be difficult, and it’s tempting to continue playing with your balance during these delays. Unfortunately, once funds are played and lost through regular gameplay, our role as mediators becomes very limited, as there’s no way for us to retrieve these amounts from the casino.
For any future situations where you experience delays in payment, please consider reaching out to us before deciding to use the balance. By addressing any potential issues early, we can work together to help facilitate a smoother resolution, possibly preventing further stress or disappointment.
Given the circumstances and with no remaining balance to recover, we will need to close this complaint. Please don’t hesitate to reach out in the future if you face any similar issues or have further questions.
Thank you for your understanding, and we wish you the best in your future gaming experiences.
Best regards,
Veronika
Casino Guru
