Can someone point me in the direction of what to do about a payout timeline that's insanely slow and the run around that one company may be giving me about it all.
Cool Cat Casino, Club Player Casino, Prism Casino, Cirrus Casino, Wild Vegas Casino, Palace of Chance Casino, VIP Lounge Casino, Slots of Vegas Casino, Ruby Slots Casino, The Virtual Casino, Vegas Strip Casino, Dreams Casino Support and Complaints Thread
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- cindygreco
- Casino Rep 218
- last active 8 months ago
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-
- Replied by
- marybcarver
- at Jun 11, 24, 07:45:21 PM
- Newbie 8
- last active 1 month ago
-
- Replied by
- tough_nut
- at Jun 12, 24, 06:37:52 AM
- Moderator 2754
- last active 5 days ago
Hello marybcarver,
Could you please inform us which brand you are referring to? Have they breached the withdrawal time stated in their terms and conditions?
-
- Replied by
- marybcarver
- at Jun 13, 24, 10:34:34 PM
- Newbie 8
- last active 1 month ago
-
- Replied by
- Bixy
- at Jun 14, 24, 01:14:34 AM
- Moderator 4281
- last active 11 hours ago
Hello marybcarver,
Sorry to hear you had a withdrawal delay at Vegas Strip.
Please private message us your casino username so that we could get in touch with the casino rep and assist you further.
Thank you.
-
- Replied by
- marybcarver
- at Jun 15, 24, 08:09:15 PM
- Newbie 8
- last active 1 month ago
I won $38k at Vegas Strip on 5/30. In 3 weeks I received 2 payments of $2300. I have begged and pleaded to get my winnings at quicker pace. I have messaged and emailed everyone - multiple times a day only to be treated like I should be glad I'm getting it at all. Their terms and conditions state that their review process for withdrawals lasts "up to 7 days". On day 9 of the last one I was told that my lack of activity is why it's taking so long ( I had $38k in withdrawal pending). So I canceled a few to speed it up. Now I've lost everything and would like to seek some legal advise since this was the result of live rep communication and I never would have canceled those withdrawals if they wouldn't have passed the allotted days by their terms and conditions. 7 days to review for approval - 7-10 days to make deposit - and then 7-10 days between each payment ... it was confirmed by a live rep on chat that it would be January 2025 when I received my final payment from them. Someone tell me - what can be done about this unjust and unfair system? My deposits to this company were far more than what I won. Now they're just being rude. Once I realized how this was going to go, I began saving every single chat. So I have it organized. No one has the same information and they're pretty much telling me too bad now. Help! And dont go there to play - If you win anything - the timeline they have is unrealistic and set up for you to forfeit it. I'm so glad I've documented everything. The terms and conditions says payments can be combined depending on the VIP status to make them faster but everyone (even the payments department that I emailed specifically about their delay) told me that wasn't something they do. So ask questions here - but you won't get the same answer twice. No one can tell you when your next withdrawal will be approved only that they've escalated it - (3x for the one that went beyond the 7 days for approval) but they'll send you a copy of their terms and conditions about it when you do need answers. And just say it's out of their control.
I'm not stopping until this is fair!
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- Replied by
- marybcarver
- at Jun 15, 24, 08:55:15 PM
- Newbie 8
- last active 1 month ago
I've been in touch. Daily. It was suggested that I cancel a withdrawal and play bc the time delays were due to my inactivity.
now I have lost it all.
but I am filing complaints now - and have sought some advice. All my chats are saved as well as each term and condition that has been recited to me - but not upheld by them. Still seeking any advice tho
sending message w my username but they're all aware. And real rude at this point.
-
- Replied by
- Bixy
- at Jun 17, 24, 03:04:55 AM
- Moderator 4281
- last active 11 hours ago
Hello marybcarver,
Please private message us your casino username so that we contact the casino rep and try to assist you.
Thank you.
-
- Replied by
- Bixy
- at Jun 19, 24, 02:48:25 PM
- Moderator 4281
- last active 11 hours ago
Hello marybcarver,
We are still waiting for your account details, so please private message us your casino username so that we could get in touch with the casino rep and help you.
-
- Replied by
- marybcarver
- at Jun 20, 24, 02:37:39 PM
- Newbie 8
- last active 1 month ago
-
- Replied by
- Bixy
- at Jun 20, 24, 04:49:55 PM
- Moderator 4281
- last active 11 hours ago
-
- Replied by
- Moakawzac
- at Jun 20, 24, 10:20:11 PM
- Sr.Newbie 18
- last active 15 hours ago
Ruby slots is playing with me. I've been waiting on a cash out for 3days now. I deposited with crypto and used a promo. In the allowed games for that promo it shows "slot tournaments" after playing a few games tourney I decided to play cash bandit and won up to $2000. When I tried to cash out they denied it solely on the fact that I played that tourney. When I pointed that out I was told they need to update the list and that I can't get the cash out. Any idea on how to approach this?
-
- Replied by
- Bixy
- at Jun 21, 24, 02:17:48 AM
- Moderator 4281
- last active 11 hours ago
Hi Moakawzac,
Perhaps it's considered as prize money made from the tourney, this should be defined in the casino's T&Cs whether it can be cashed out or not. Feel free to private message us so that we could contact the rep to look into your account and check what has happened.
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- Replied by
- Nickhelp
- at Jun 25, 24, 06:26:17 AM
- Casino Rep 242
- last active 15 days ago
Greetings all,
I reviewed the account and it appears that funds from a cash deposit using a slots and keno only deposit bonus were used for buyin in a slots tournament which is not allowed. There was also a conversation with customer service addressing this, the cash deposit was requested to be re-deposited with the original deposit bonus once again, then the deposit and bonus were played back into the system. Once the cash funds were re-depoited into the casino and played the originating funds are no longer in the casino, previous to this we may have been able to have the situation reviewed once again by upper management however in this case since the originating funds were directly accepted by the player and then played there would be little I could do to assist in the situation.
Best wishes,
Nick and Ruby
-
- Replied by
- Nckwagers
- at Jun 26, 24, 04:50:41 AM
- Sr.Newbie 20
- last active 23 hours ago
I would like to file a complaint and hopefully get some help with my situation.
Ruby slots is denying me my withdraw request because they said I used multiple free chips.. but they also admitted that I had deposits in between each chip?
So how can I be getting denied for multiple free chips?
I have screenshots from the conversation with the customer support representative. I clearly asked him multiple times where it says that the minimum deposit has to be $30 or more in order to be considered a deposit?
I've read the terms and conditions multiple times and it does not see anything about a $30 or more deposit. It simply says a deposit must be made in between free chips which is exactly what I did.
Talked to multiple representatives who all refused to show me where it states that your deposit in between chips needs to be $30 or more.... They all ended the chat early and didn't seem to know their own terms and conditions..they kept telling me to read them and I don't think they have even read them...... It does NOT state anywhere that you need to deposit a certain specific amount in between chips.. and if they allow for $5, $10, $20, etc. deposits, then how can they deny my withdrawal request? I simply made a deposit in the amount that THEY allow you to deposit!
This is absolutely theft and they should be shut down.
-
- Replied by
- Bixy
- at Jun 26, 24, 06:24:44 AM
- Moderator 4281
- last active 11 hours ago
-
- Replied by
- Nckwagers
- at Jun 28, 24, 10:58:25 AM
- Sr.Newbie 20
- last active 23 hours ago
Also, would one of you guys mind checking the terms and conditions on Ruby slots and tell me if it says anywhere that the minimum deposit in between free chips needs to be $30 or more?
Because I've read the terms multiple times now and I can't find it anywhere that it says that. From my understanding it just says there needs to be a deposit made in between free chips. Does not specify the amount anywhere. And they also offer $5 deposits from Bitcoin lightning, as well as multiple other deposits they offer for under $30.
-
- Replied by
- Nckwagers
- at Jun 28, 24, 12:18:24 PM
- Sr.Newbie 20
- last active 23 hours ago
They're trying to deny my withdrawal request because my deposit in between chips was not $30 or more... Which is something that they only told me about after the fact that I deposited and then won and then tried to withdraw.... It's like they just came up with this random rule after the fact? But they don't state that anywhere for anybody to see or for anybody to know and they don't tell you that until after you try to withdraw your winnings? That sounds like a scam. And it certainly doesn't sound legal.
-
- Replied by
- Nckwagers
- at Jun 28, 24, 12:19:48 PM
- Sr.Newbie 20
- last active 23 hours ago
I wonder how many times they've used this tactic on other people to trick them out of their money. I'm sure if my deposit was $30 they would have probably told me that the minimum deposit between chips you're supposed to be $40 or something like that. They basically just come up with any reason they can think of to deny you you're withdrawal request. And for that, they should not only be blacklisted but they should be shut down permanently.
-
- Replied by
- Nckwagers
- at Jun 28, 24, 12:25:48 PM
- Sr.Newbie 20
- last active 23 hours ago
It is not acceptable to add certain specific details to your terms and conditions after somebody has already deposited their money and ended up winning. Just because they don't want to pay out. If they really think that people should just already somehow know that it has to be a minimum $30 deposit between chips doesn't make sense and it's not realistic or by any means a legitimate thing to do. Especially when people are depositing hard earned money for the hopes of winning. Only to be denied by some BS unwritten rule that they decided to add on after the fact. A rule that is still not stated anywhere in the terms and conditions and it is a rule that I am almost certain they just came up with as another excuse to not have to pay anyone. LOOK INTO THIS AND TELL ME IF YOU THINK THIS IS A "FAIR" WAY TO RUN A BUSINESS!!!
-
- Replied by
- Nckwagers
- at Jun 28, 24, 12:30:25 PM
- Sr.Newbie 20
- last active 23 hours ago
And I must say that I am appalled and confused as to why you guys have rated them with such a high rating? Especially all the negative feedback that they have. It almost makes me wonder if there's something else going on between you guys? I trusted the ratings from LCB in the past, but now I don't consider your ratings reliable based on how you've handled it with Ruby slots. You have misled me on playing at this casino, and I'm sure you have misled plenty of others which is very unfortunate.
-
- Replied by
- MarijaS
- at Jul 01, 24, 02:45:06 AM
- Moderator 1492
- last active 8 hours ago
Hello Nckwagers,
If you check the review pages for this casino group you will notice a warning sign and a clear advice to our memebers:
"Please be advised that you can expect slow delayed payments, delayed withdrawal tactics and voided winnings from this casino group. Ruby Slots Casino is part of the Virtual group, and has been known for offering a quantity of no deposit bonuses. This is one of the reasons why they have been under attack by bonus abusers, fraudsters, multi accounters etc, making it harder for regular players. That of course is not an excuse for their long and delayed payments. They do pay eventually if the player meets all the terms and conditions. Please note that if player breaches even the slightest rules, they can expect winnings to be voided. Its up to the players discretion to decide whether to play here or not. We ask you to proceed with caution with this casino group."
We also advise players to do their own due diligence before playing at any casino, and of course the ultimate decision on where to play is up to every player to make.
We are not a regulatory body and we are doing our best to assist our members with all issues reported. Casino representatgive is familiar with your case and as advised, we are waiting for further updates.
-
- Replied by
- Moakawzac
- at Jul 09, 24, 09:00:27 PM
- Sr.Newbie 18
- last active 15 hours ago
On June 17th I made a crypto deposit with a promo offered. I re-buy a few times into a tournament then decided to play cash bandits 3 and played my way up to $2000.00.
On the 18th I attempted to cash out. I contacted an agent in chat and was told I played a non accepted game. In this case a tournament. And told me I can either reset my balanced to my deposit plus bonus or not. Feeling like I was in the wrong I accepted it. She removed my balance but while in process I went back to the promo page and saw slot tournaments under "accepted games" link. I told her what I saw and even sent a screenshot of it. She ended up telling me that she would escalate the inquiry on updating the list. I started feeling a little angry. I mentioned false advertising and they should honor my withdrawal.June 19 she told me the money can't be credited back but she would see what can be done and check back in 24hrs. I asked for a phone number to call she said they don't service one.June 20th I hit up chat agent again to follow up and had explain the whole situation again but was briefly told I just contacted them and I needed to wait. June 24th contacted them again and got another agent who explained that I can't be refunded because I played a tournament. Then got my deposit credited back and played tournaments again. No that's wrong cause I know I didn't play any tournaments. Why after losing $2000 the first time would I do it again knowing I could lose all my winnings again? They asked for me to send a screenshot of where it shows tournaments are allowed and for some reason I wasn't able to sent any photos in my chat messages. So they tell me it's a marketing program to update the allowed and non allowed games. About 10 mins later she comes back and says "it seems you have an exception and you have your money back. You can request now. And remember you can't play tournaments with this money." I attempted to cash out and got a message saying I needed to deposit $10 in Litecoin which can be withdrawn with my cash out amount.June 25th contacted chat agent to question the $10 deposit. They said "I see you are eligible for a withdraw. Make a request for withdrawal." Then they say "I can see you have submitted your documents but it hasn't been verified yet" Then I needed to wait 24hrs for it to be reviewed and processed. So I ended chat. After cooling down I contacted them again and now I'm told that they are still waiting on my DL pictures because the one they have are blurry and shadowy and without this we can't move forward. I sent him a screenshot of my DL document with "approved" under status. I then requested to speak to a manager and supervisor Tammy starts chat with me. She tells me to resend photos of my DL with better resolution. At this point I'm about to start cursing but not my tongue and asked for an email address to send the photos to. It takes me a good deal of time to satisfy the photos instructions. After getting that done I ask her to check if they received it. She comes back and says "documents are complete now thank you." She asked for my Bitcoin address for withdrawal which I sent right away. And then she says "withdrawal requests are case-by-case basis and approved by the casino before being sent for payment. General time frame is seven business days to be approved. After withdrawal is approved, we send the funds within 7-10 business days." I kept insisting that my documents was approved but kept being told it wasn't yet but she could speed up the process but can't promise anything. June 27th contacted again to follow up and this time I'm told there wasn't a request for withdrawal made yet and I have played my balance down from my remaining balance. He requested I send a screenshot of the withdrawal request. Again I'm not able to send photos in chat for some reason. He says without a screenshot he can't help me out. He sends me an email address and says I can send the screenshots there. Once they received it it'll take 24hrs to be processed. Then tells me he needs to minimize the conversation and to check back in a couple hours. Gave me one minute then said "since I'm not receiving a response this chat will be closed."July 1st now according to their records my request was made on 6/6 and I'm told sometimes it takes a couple escalations and that they are aware of my case. Then says"the finance team has been having a hard time because of all the requests for withdrawal." Isaac Pickman is the second manager I spoke to although he nvr introduced himself so I assumed I was still chatting with the agent. I asked for another manager and was given the name Amber Robinson to ask for. When I contact them again I get Julie who I asked to connect me with Tammy. I tell her I'm following up on the withdrawal and she says she'll "escalate my request as a priority". I told her you already escalated it on the 26th. She said she "escalated the missing document and payment details". She said "it wasn't approved before due to the info missing" and to check back in 24-48hrs.July 4th contacted agent Jonah and he tells me to provide my name, physical address, phone number, email address and date of birth. So I texted her that info right away. And then asks for a utility bill showing my physical address. I request a manager again and get Bryan Norris manager. When I question him he says "they need a utility bill and that everything else was approved. Goes and says "we need a phone bill, car insurance, or hospital bill, something like that in order to proceed."July 9th I contact again and get carlo antonelli who tells me "We need the proof of address to update the account. Without that we won't be able to process the payout." So today I catch a ride at 5am to wait in 40% weather till 9am for a bank in my area to open so I can open a new account with them and have my physical address on the account. I get that done and is supplied with new checks which includes all the info they need. My final contract with them I'm told I can use any of the following for proof of address telephone, electric, gas, water, insurance home/car, or a least or rental agreement. Was refused to connect me with a manager so I ended the chat. I apologize for the long feedback but I really want to explain what I had gone through with this casino. What do y'all think? -
- Replied by
- ryder11211
- at Jul 10, 24, 09:51:02 PM
- Newbie 14
- last active 14 hours ago
Thank you for offering to help. I requested a withdrawal on June 23rd (about 2.5 weeks ago) from Slots of Vegas and it has not been approved much less processed. I have contacted them through the chat feature and via email. They have replied but nothing has happened. I was fairly lucky at first with with some inclave casinos getting my withdrawals within 5 -7 days but now am waiting on withdrawals from Sunriseslots, posh-casino, silveroakcasino and Slots of Vegas.
I should have done some research on the sites before going forward but honestly, I was fine with them until I started winning a few times on no playthrough bonuses and then all of a sudden I received notice that my accounts were "placed in a different player class" which precluded me from using bonuses and I haven't received any payments since (maybe 1, I can't remember exaclty). I read through the terms and conditions and I haven't done anything prohibited or even shady (I deposited money for all of these wins), I just chose appealing bonuses and won on a few. I even posted a defense of them on this site when I got paid (figured people should know I did get a withdrawal), but now I'm getting nervous. A shame, I would have totally kept playing if this hadnt happened. Now, I will not be depositing until I get paid.
I sent you a pm, any help you can provide with any of the above-named casinos would be super helpful! Casinos are allowed to print money with their given advantages, they should at least stick to the deals they are offering and pay when people win. To not do so is criminal and beyond.
-
- Replied by
- JovanaV
- at Jul 11, 24, 02:20:11 AM
- Moderator 491
- last active 15 hours ago
Hello ryder11211,
Welcome to LCB!
Please be advised that Slots of Vegas Casino is placed on LCB's warning list due to slow delayed payments, delayed withdrawal tactics and voided winnings from this casino group.
Thank you for providing us with your casino credentials. We will contact the casino rep and inquire about your case and let you know if we get a response from them.
-
- Replied by
- ryder11211
- at Jul 13, 24, 05:25:59 PM
- Newbie 14
- last active 14 hours ago
Thank you for your reply and any help you can provide. A super service you provide!
Since contacting them again recently, I have gotten my withdrawals "approved" at Slots of Vegas and Silver Oak which seems like a good thing but until the money is sent, it doesn't mean all that much. Still hopeful they will go through. My biggest concern is actually the sunriseslots withdrawal (both because its the biggest and it hasnt even been approved), although I have received a payment from them in the past. Though that was much faster, so I don't know if its a good sign or a bad one.
Anyhow, yeah definitely checking on sites reviews here before depositing anywhere new.
Thank you again.
-
- Replied by
- JovanaV
- at Jul 15, 24, 02:17:58 AM
- Moderator 491
- last active 15 hours ago
Dear ryder11211,
Thank you for the update and kind words, we are doing our best!
Please also let us know when you receive your money.
If you happen to have any issues with withdrawal at Sunrise Slots Casino, you can file your complaint HERE, so that we can try to assist you further.
-
- Replied by
- Moakawzac
- at Jul 24, 24, 09:14:22 PM
- Sr.Newbie 18
- last active 15 hours ago
Hi,
I'm sorry Nick but I was denied the initial withdrawal request because I played a tournament. I was then offered my deposit back which I accepted believing I broke a rule. I played it still upset about the denial. Then when depleted my bank roll I decided to double check the terms for the offer. And I found If you check the offer I used with my crypto deposit, not cash deposit its listed under the accepted games for that offer tournaments are accepted. I didn't see that till after I was told I was denied solely on the fact I played a tournament. Now I say that's false advertising. Agents I spoke to there verified it when I sent a screenshot of the offer and said that's "marketings problem" to update the rules and lists. Either way the payout should be made. Please see what you can do with this information. I got more 2 days to wait for the timeframe. Also I have proof of everything I have said here if you need it. And screenshots of every conversation I have had with them. Thank you
-
- Replied by
- JovanaV
- at Jul 25, 24, 03:44:07 AM
- Moderator 491
- last active 15 hours ago
Moakawzac wrote:
Hi,
I'm sorry Nick but I was denied the initial withdrawal request because I played a tournament. I was then offered my deposit back which I accepted believing I broke a rule. I played it still upset about the denial. Then when depleted my bank roll I decided to double check the terms for the offer. And I found If you check the offer I used with my crypto deposit, not cash deposit its listed under the accepted games for that offer tournaments are accepted. I didn't see that till after I was told I was denied solely on the fact I played a tournament. Now I say that's false advertising. Agents I spoke to there verified it when I sent a screenshot of the offer and said that's "marketings problem" to update the rules and lists. Either way the payout should be made. Please see what you can do with this information. I got more 2 days to wait for the timeframe. Also I have proof of everything I have said here if you need it. And screenshots of every conversation I have had with them. Thank you
Hello Moakawzac,
The casino rep is not responsive as usual so it seems like he's still on vacation. However, we contacted him and referred him to your latest posts. Hopefully, we'll hear back from them soon.
In the meantime feel free to send me all the screenshots you have via private message.
Thank you for your patience.
-
- Replied by
- JovanaV
- at Jul 25, 24, 03:46:34 AM
- Moderator 491
- last active 15 hours ago
ryder11211 wrote:
Thank you for your reply and any help you can provide. A super service you provide!
Since contacting them again recently, I have gotten my withdrawals "approved" at Slots of Vegas and Silver Oak which seems like a good thing but until the money is sent, it doesn't mean all that much. Still hopeful they will go through. My biggest concern is actually the sunriseslots withdrawal (both because its the biggest and it hasnt even been approved), although I have received a payment from them in the past. Though that was much faster, so I don't know if its a good sign or a bad one.
Anyhow, yeah definitely checking on sites reviews here before depositing anywhere new.
Thank you again.
Hello ryder11211,
Can you please update us on whether you have received the money?
Thank you.
-
- Replied by
- JovanaV
- at Jul 30, 24, 03:34:28 AM
- Moderator 491
- last active 15 hours ago
ryder11211 wrote:
Thank you for your reply and any help you can provide. A super service you provide!
Since contacting them again recently, I have gotten my withdrawals "approved" at Slots of Vegas and Silver Oak which seems like a good thing but until the money is sent, it doesn't mean all that much. Still hopeful they will go through. My biggest concern is actually the sunriseslots withdrawal (both because its the biggest and it hasnt even been approved), although I have received a payment from them in the past. Though that was much faster, so I don't know if its a good sign or a bad one.
Anyhow, yeah definitely checking on sites reviews here before depositing anywhere new.
Thank you again.
Hello ryder11211,
Since we haven't heard back from you, we'll consider this case CLOSED.
Quick Reply
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