I have a balance of $1000 on ruby slots but can't withdraw. I already sent copies of my ID and water bill for verification and haven't heard anything. What do I do?

Hello, it means your account hasn't been fully verified yet, am I right? When did you ask for the withdrawal please? Thank you

I asked for the withdraw a week ago and sent in a copy of my ID and waster bill to get verified and still haven't heard anything

Hi Chimaira, I wouldn't worry now. It's been only one week you requested the withdrawal. Please stay patient at least one more week. Note that we recommend waiting at least 14 days for verification or the withdrawal to be processed especially if it’s your first-ever request. You can try to contact casino via live chat now or to write to customer support and to remind them. In case they wont respond and it will exceed two weeks, then don't hesitate to submit a complaint on our website. Here you find more information how it works. In case you need help, don't hesitate to ask. Please stay in touch and inform us later about your situation. I hope all will be alright.

Well it's been over a month now and still no response

You'll never get a response from them except to tell you some made up story and then deny your withdraw request. They owe me $2700 and they just took the winnings and left me with a zero balance. Ruby Slots is a scam

Just a kind reminder: please use the "reply" button, otherwise the person you wrote to will not be notified. Thank you ??

Good that the complaint has been submitted then. Just give it some time, and we will try to help you out.

They just keep telling me that I mixed funds because I made a deposit when I had $5 in my account. In their own terms and conditions under the "no deposit bonus/free spins" #13 states that mixing funds are not allowed but they understand that accidents happen and in these cases you have to abide by the 60x play through as you do with no deposit bonuses. So, I say to the casino, give me my money back and allow me to do what it states in their t&c's. Nope, they just keep typing in the same response and then disconnecting our live chats. They are liars and thieves.

Hello,

let's see what the team will do with that. As far as I can tell, bonuses usually end by submitting the withdrawal, so the max cashout from the bonus is applied and the rest of the winnings is voided, or when the balance reaches zero. Honestly, not sure whether this is the case, but the team will find out.

I don't really understand why me making a deposit while I still have money in my account makes a difference. I made a deposit that gave me some free spins. I think I won $14 or something like that. I made another deposit when my account got down to $5. With my second deposit I hit a jackpot and made 2 separate withdraw requests. Got the run around and then denied AFTER jumping through all their verification hoops. Then my account at zero. It's just not right. This casino thinks $30 is going to comfort me after being screwed out of $2700. I'm not a rich person. They are thieves.

I wasn't aware of this mixing funds rule. They state accidents happen and they have exceptions to this rule but I guess not for me

Hello,

it makes a significant difference IF the winnings from a bonus you took were limited by the maximum cashout rule, this rule is still active until the bonus ends.

That's why I wrote that bonuses usually end by submitting the withdrawal, or when the balance drops to zero. At that moment the max cashout from the bonus is applied and the rest of the winnings is voided. Now imagine that you deposit again because your balance went ALMOST to zero, while such a bonus is active, that would mean that that the maximum cashout rule is still active, the bonus is still active, no matter how much you deposited in total. Your winnings are still capped.

I do not know what bonus you took or if there was or was not the max cashout condition applied.

This is just what I found to be the most usual cause of such situations.

let's wait for the conclusion, I hope you'll be satisfied.??

Ok it's been over 2 months and I'm not sure what to do

Hello,

I'd suggest that you should update Petronella about this question:

"Have you redeemed any free bonuses from this specific casino in the past?"

Just do so here, please.

I feel that the most important part will be to get in touch with the casino for further cooperation.

I wish you luck ??

Took their $200 free chip...blew thru it as quick as possible. I had zero intention of collecting or dealing with these folks as I had already been through the mud with theirs sister Casino(s).

Was just giggling the whole time I played there. Was really just practice and prolonging spending money elsewhere.

Not a shot in Hell do I trust ANY of these Sister Casinos.

Hmm, as I see, you don't have such a good experience here and I suppose you won't be coming back. Is there anything about this casino that interested you or did you play here just for the free chip? 

Gotta be honest...well first it was the $8000 Playthrough. 2nd...I did not like the reviews and their Sister Casinos I have had thee MOST issues with. It was a free $200 to try to work (practice on). Pretty sure I never intended on trying to work an $8k PT...but I always do try.

Of course, I completely understand that when you had the chance to try the casino for free, you took it. Playthrough 8000k is quite a lot so I believe it was hard to spin. Obviously you'll be preferring other casinos. ??

Ruby Slots has been fair to me. I needed to say this because I know this "family " of Casinos have a bad rap/rep. I know I have complaints and issues too but I also feel the need to give credit where credit is due. I had 2 pending withdraws only since the 15th and just received both. 1 in a row. So far, their bonuses are good. Their Live chat has been more than patient with me. And thats really not bad for a payment process. Im not a high roller so maybe thats it....

And I know Radka...this probably belongs in the review section. ??