Ronin Slots Support and Complaints Thread

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Welcome to our forum! 

Welcome, great to have you here! 

Welcome to our forum 

Welcome to LCB! 

Welcome to our forum! Glad to have you here! 

Welcome and thanks for joining us! 

Welcome on board! 

Hello,

I was recently denied winnings with multiple accounts on the same IP address as the reason.  I replied to their email, as well as sent a separate email to protest, as well as explain that my IP address come from a popular VPN provider, which rotates a pool of addresses.  Support has completely vanished.  They won't reply to any email.  I've tried chat, but they aren't able to help, saying that it really needs to be handled by support@roninslots.com, which I understand and is what I would expect. 

So, now, I'm trying to reach out in other ways to establish a dialogue.  

 

username: *******

Withdrawal Request ID: 226510

Hi Kimberly,

Thank you for reaching out and for taking the time to explain your situation.

Your account has been reviewed again by our management team, including the information you provided regarding your VPN usage. After a detailed review, no similarities or connections were found between your account and any other accounts based on the IP address activity.

Please note that VPN services can rotate IP addresses between multiple users, which may sometimes result in an unintended connection with another account using the same IP address.

Based on the additional review, your winnings will be restored. Before the payout can be completed, the account verification process will need to be finalized.

Please contact our support team at  support@roninslots.com so they can provide the required information regarding the verification documents and guide you through the remaining steps.

Thank you for your patience and understanding while this matter was being reviewed. We appreciate you bringing the additional details to our attention.

Kind Regards,
Jonathan Davis,
Ronin Slots

I will send another email, now.  Thank you for your attention.  

Thank you, my balance has been returned.  However, withdrawing continues to be an issue.  I have repeatedly submitted documents, all of which was previously approved one of your affiliate properties, Orca Spins.  I was under the impression that informing support of this, verification need not be completed again, but as mentioned they have been submitted again.  

I've chatted with support, as well, both at Ronin and Eternal, but only get standard, pre-canned responses of the steps I need to do, but no one actually looks into things. 

I had hoped to be able to report back here how everything went smoothly, but so far I seem to have had better luck after posting my issues here.  

Well, I wish I were coming back to report good news, but unfortunately I cannot.  My balance was, indeed, returned to my account and is available to withdraw.  Unfortunately, they say they won't accept my ID.  The only photo ID I presently have is my Cherokee Nation ID, which is a valid government ID from a US federally recognized tribe. What is further confounding is that I have succefully verified and withdrawn from one of their sister casinos, Orca Spins, using all of the same verification documents.  

I have asked the question, MULTIPLE times, why it is valid at one of their casinos, but not this one, and have not received any answer at all toward that question.  

 

At this point, there is absolutely no way would I recommend to anyone I know that it's safe to play here, when there are other, MUCH safer alternatives, such as casinoextreme group and their sister sites.  

I played here through a welcome no deposit bonus. I don't recall the exact code, and it seems to not be listed in my account history tab. It had a max cash out of $50, after playthrough, which I obviously have already completed. Initially, when trying to withdraw, my request was cancelled and winnings removed under the accusation of multiple accounts. I immediately objected to this accusation and sent several emails to the effect. All went unanswered, until I posted a complaint here in their support thread. After that post, they reversed their position and returned my winnings. No email was sent, however. I only found out by checking the thread here. Onto the withdrawal request. First problem is that when you request a withdrawal, an email is sent asking you to verify the request. Standard procedure. However, when trying to reply, the email is bounced back saying that 'banking@roninslots.com' isn't a valid email. In the details from the bounce back, you can see that the returning server is mail.eternalslots.com. So I instead verify the request to 'banking@eternalslots.com' which seems to go through fine. This happens with every request. The next step is where we are presently hanging up. After verifying, an email from 'support@roninslots.com' comes in asking for KYC documents. I attach the requested files, but they respond saying my ID needs to be a valid government ID. The ID document I submit is my Citizen of the Cherokee Nation ID. It is a US federally recognized tribe and it is a valid government ID. It can be used at any federal buildings, courts, banks, TSA, etc. That's where everything stalls. I can't get any further than this. Perhaps the most interesting aspect of this process is that I have already successfully gone through this process at Orca Spins, another one of their casinos. I successfully withdrew from Orca on 7/21. I have asked, multiple times, how the ID cannot be valid for Ronin Slots, yet be okay at Orca Spins. Either Orca was wrong before or Ronin is wrong now. They both cannot be correct. I have not been able to get an answer to this direct question. My account at Orca Spins is under the same name as Ronin Slots. I also sent a pm to the casino rep here, that has gone unanswered. I have also chatted with customer service at Orca, Eternal, and Ronin. All say that everything needs to go through support email, which always results in a dead end...no response. It needs to be noted that I have not yet made the required $10 deposit when withdrawing winnings from a welcome deposit when I have not deposited there yet. I will do this, once KYC is complete. Please let me know if there's any further information or documents you need from me to help. This really should be a very simple thing to fix...I just keep running into a wall and need help escalating it to the next level. Regards, Kimberly

Disputed amount: 50$

Casino: Ronin Slots

Case #: 4535

Dear Kimberly,

Thank you for bringing your concerns to our attention. We apologize for any inconvenience or frustration experienced during your verification process, and we would like to clear up the points causing this delay.

Upon reviewing your case with our Risk & Compliance department, several factors contributed to the processing time:

1. Identity & Account Name Discrepancy: A significant delay was caused because the details provided on LCB and the sender name on your emails are registered under Roman Jones, whereas your casino account is registered under a completely different name. Because of these mismatched credentials, our Security & Fraud team had to perform additional identity checks to confirm the account ownership.

2. Email Communication: Please ensure you are directing all documents directly to support@roninslots.com, as stated in our notifications. Sending emails to outdated or unmonitored addresses (such as banking@roninslots.com) causes automated bounce-backs and prevents our team from receiving your documents.

3. Pending Verification Documents (Proof of Address): As requested in our previous communication, we still require a valid Proof of Address (POA). Please note that under our compliance policy, we do not accept statements from fintech or digital banking platforms (such as Chime, SoFi, Revolut, etc.).

Next Steps to Resolve Your Cashout:

• Please email support@roninslots.com directly with a valid Proof of Address issued within the last 90 days (e.g., a standard utility bill or a statement from a traditional brick-and-mortar bank).

• Once our team verifies this document and clears the identity review, your account will be fully approved.

• You will then be instructed to place the required $10 verification deposit, and your $50 bonus withdrawal will be processed immediately.

We apologize for any confusion caused by these compliance procedures and look forward to completing your verification as soon as the valid document is provided.
 

Best regards,
Luca
Ronin Slots Team

Wow, thank you for the quick response.  While I can appreciate the "discrepancy" with the email address, my account registration has always been under my name Kimberly.  

I am so grateful that LCB exists to help in these matters, however, at least for my case, I really feel it should not have been necessary. If only there would have been better efforts made to reply to emails, all of this public discourse could have been avoided.  

I have already submitted the requestes documents and received a reply that I have passed KYC.  I will have a verification deposit to you later this morning. 

 

Thank you again for your attention in fixing things. 

 

 

Just as a final follow up, I did finally receive payment just now.  

 

Thank you, lcb, for providing this resource to help resolve issues such as this.  And thank you, Ronin Slots, for getting things straightened out.  

Hello Roman Jones,

That's great news! We will close case #4535 and mark it as resolved. 

Enjoy! 

Hello.

I have same problems like I'm reading from others. 

I played bonus spins and played thru my winnings, but at withdrawal I was accused of multiple accounts to my IP address, and my winnings were forfeited.

This has already happened two times now, and customer support is not helpful at all. 

I am also using a VPN service built into my Google pixel phone.

I am very disappointed by this casino .

Sincerely 

Roger H

Withdrawal Request ID: 237917

Withdrawal Request ID: 236402

Hello Roger Haugen, 

Thank you for reaching out to us. 

Can you please send us your casino username via private message so we can reach out to the casino and check the situation regarding your account?

Thank you!

Hi Roger,

Thank you for reaching out. I’ve reviewed your account and the situation with our banking and risk team, and I’d like to provide a clearer explanation of what occurred.

First, I want to clarify that using a VPN is not recommended. Our fraud and risk systems use IP addresses, among other factors, to identify and verify player activity. As a result, VPN usage can sometimes create discrepancies or trigger additional security checks.

That said, after conducting a further review of your account, we identified another account registered to the same physical address. This is significant because our promotional terms apply not only to individual players, but also to shared households and addresses.

Specifically, Section 6.1(b) of our Terms and Conditions, under **Bonuses and Promotional Offers**, states:

> “Only one promotion can be active per player unless explicitly stated otherwise. Each promotional offer is limited to one per person, household, address, email, credit card number, and device — including shared devices in public or group settings such as universities, workplaces, libraries, or dormitories — unless pre-approved by Ronin Slots management.”

Based on this provision, the presence of another account associated with the same physical address means the situation falls under our promotional restrictions, regardless of whether the accounts belong to different individuals.

I understand that this may be frustrating, and I hope this clarification helps explain why the account activity was flagged and why the matter was treated as a terms violation.

Best regards,
Andrew
Ronin Slots Team

Hello

When I am trying to solve this matter roninslots decides to disable chat function for me at their site, so I cannot address the issue.

And after complaining her on the LCB forum, they have blocked my account from using any coupon codes at all. This is not okay behavior, and I think they will try to find any reasons to avoid paying customers their bonus winnings.

Our adress system here in our region is not like everywhere else, we have one street name stretching close to 50 kilometers, with numbers indicating roadnumber, not house number, confusing  system I know, but it works somehow. My house adress number is 11/66 on roadnumber 3120 of streetname seljevegen. I could have tried to explain this if they were interested to listen, but it seems they simply are not interested in solving my issue, it's cheaper to cancel my winnings, and block my account.

Sincerely 

Roger H.

 

Hi Roger,

Thank you for clarifying how addresses are structured in your region. Following your latest response, we reviewed the matter again, including the complete address details you provided.

To clarify, the account association was not established merely because another player registered using the same street name. Our review confirmed that another account is registered to the same complete residential address, including the relevant road and property identifiers.

As previously explained, Section 6.1(b) of our Terms and Conditions limits each promotional offer to one per person, household and address. This restriction applies even where the associated accounts belong to different individuals. Therefore, the additional explanation regarding the length of the street does not alter the result of the review, and the original decision remains unchanged.

The restriction on promotional access was applied as a result of the account review and identified promotional eligibility issue. It was not imposed because you submitted a complaint to LCB. We do not penalize players for raising concerns or requesting an independent review.

For privacy and security reasons, we cannot disclose identifying information or account details publicly. However, if requested, we are prepared to provide the relevant supporting information privately to an authorized LCB representative for the purpose of reviewing this complaint.

We understand that you disagree with the outcome, but the case has now been reviewed multiple times, and we remain confident that the promotional terms were applied correctly.
 

Best regards,
Luke
Ronin Slots Team
 

Hello.

As I'm living in my house alone, I am fairly certain that noone else has registered from this specific address, so your decision has to be one made i error.

I hope you can reevaluate your case, and come to a more fair decision.

However I am thinking that this is not in your interest, and therefore you will just keep singing the same tune nomatter what.

I have now understood that arguing my case with roninslots will not change the unfair treatment I have recieved. Any further action from me is futile.

I just hope other people will be warned and understand what they will get from joining your casino.  I however will find another place to be doing my betting in the future.

Sincerely 

Roger H

Hello there. I am a south african player so would I be right in stating that your casino offers no no deposit bonuses to players from South Africa?

Made up accusations of multiple accounts, and removed winnings. Blocked all coupon on account because I complained.

Disputed amount: 140$

Casino: Ronin Slots

Case #: 4613

Hi Roger,

I’d just like to clarify one important point regarding your account.
Your account is no longer under any coupon restriction, and you are able to redeem any promotions for which your account is eligible, subject to the individual promotion terms.
I also want to reassure you that raising a complaint has no impact on your account or your ability to use promotions.
Regarding the original matter, our position remains unchanged based on the account review and the promotional terms previously explained.
Best regards,

Luke

Ronin Slots Team
 

Hello Roger Haugen, 

Please note that your case has already been discussed on this thread on multiple occasions, and you have received a reply from the casino regarding the matter. 

That being said, we will close case #4613 as a duplicate and kindly advise you to refrain from opening multiple complaints related to the same topic, as it can be considered spam. Otherwise, we may unfortunately have to ban your account.

Thank you for your understanding.

I withdrew. They said I needed to deposit to withdraw so I did And kyc done in 2 days withdrawal about 30 minutes after kyc completed. Ok no problem. I was to get 900 free spins over 30 days. I used another batch for to a withdrawal and was told the first deposit didn't count towards a deposit between withdrawals since the cancelled my wd then I deposited and had to ask for the wd again. Ok. I accepted to that 50 as a loss. Now I deposited played a couple more of my 900 spins and got to a withdrawal and advised I was using consecutive free promos without a deposit. And lost a 2nd 50. I thought the 900 was one free promo it uses same code . How is it 900 free if I need to deposit then get 30 then deposit. I asked no response from banking or support at ronin. I asked the chat rep who didn't explain further and disconnect my chat and I can't use the chat button anymore. DO NOT USE. SUPPORT IS NOT HELPFUL AND THEY JUST DISCONNECT YOU WHEN YOU ASK WHAT DID YOU DO WRONG TO LOOSE YOUR WITHDRAWAL.

Disputed amount: 50$

Casino: Ronin Slots

Case #: 4633

Hi Teresa,
 

Thank you for reaching out.

After carefully reviewing your account history, verification records, withdrawal history, and previous communication with our support team, we would like to clarify several points regarding your complaint.

Account Verification:
According to our records, your account was successfully verified within approximately 5 minutes of receiving the correct and acceptable proof of address. The requirements for an acceptable proof of address are clearly outlined and were communicated accordingly. Therefore, the statement that the verification process took two days does not correspond with the records available to us.

First Withdrawal:
Our records also confirm that your first withdrawal was processed in less than 20 minutes. We maintain detailed transaction records and have reviewed the relevant information before providing this response.

Free Promotions and Withdrawal Eligibility:
New players may be eligible to receive up to 900 Free Spins through the available promotional offers. However, all promotional activity remains subject to the applicable Terms of Service and individual promotion conditions.

Following a review of your account, we identified that 9 consecutive free promotions were redeemed after your most recent deposit, without an additional qualifying deposit between them. Our Terms of Service specify that consecutive redemption of free promotions is not permitted.

We understand that players may occasionally redeem more than one free promotion consecutively, and in certain circumstances we may exercise discretion where only two or three promotions are involved. However, in this case, nine consecutive free promotions significantly exceeds the level for which we could reasonably make such an exception.

Communication with Support:
We have also reviewed your previous conversations with our Live Chat representatives. Based on those records, our agents provided information regarding how the promotions operate, including the applicable limitations associated with free promotional offers.

We understand that the outcome may be frustrating, and we are sorry for any disappointment this situation has caused. However, after reviewing the complete account history and the available evidence, the decision was made in accordance with the promotional rules and Terms of Service applicable to the account.
 

Best regards,
Luke
Ronin Slots

Ronald  id: makergreen

The verification took 2 days. Your site wouldn't let me load them I believe not sure and then I had issues with sending a screenshot which was accepted at other casinos of my bank statement address but you wanted a PDF which was fine.  I had issues sending my documents via a reply to your email requesting them. They kept bothering ncing back to me as too large.  I don't know if this was my email issue or yours.    2 days to me was acceptable.  I give you kudos for that.  I'm stuck in kyc for three months with NC wallet and it's still pending.

1. Why is my chat button muted or disabled? It still is I tried chrome and Google.

2. I was understand different free promotions not being accepted but the promotion says 900 free spins to join and you do not get them for free.  You have to deposit to get the free spins which isn't  free is it?

3.  Also why wasn't my initial deposit counted as a deposit? I asked for the first withdrawal.  You advised to deposit I did.  I received the withdrawal.  Then I used anothe round of my supposed free spins and was denied withdrawal because it said I needed to deposit between withdrawals.  I did but since you canceled my first withdrawal my deposit went in then I had to re request my withdrawal. 

Hi Teresa, 

Thank you for taking the time to provide such detailed feedback. 

I have reviewed your account and the complete situation regarding the concerns you raised. I’d like to address each of your questions individually and provide some clarification.
 

1. Live Chat Availability:

Regarding the Live Chat issue, we can see that you have previously communicated with our Live Chat agents.

If you are currently experiencing any issues accessing Live Chat, you can always contact our Support Team directly via email at support@roninslots.com, and we’ll be happy to assist you.
 

2. Free Spins and Consecutive Promotions:

I understand your point regarding the wording of “900 Free Spins.” While the spins themselves may be advertised as a free promotion, there are eligibility requirements and conditions attached to promotional offers, including the requirement to make a deposit between certain free promotions.

Our Terms & Conditions specifically state:

6.1 General Conditions:
(c) Free bonuses are accessible only when no withdrawal is in progress on the Player’s account. Players are required to make a deposit between free promotions. Consecutive claims of free promotions may be treated as bonus abuse and can lead to winnings being voided.

Therefore, although the promotional spins are referred to as “free,” they cannot necessarily be claimed repeatedly without a qualifying deposit between promotions. This is why another deposit may be required before becoming eligible for a subsequent free promotion.

I understand that the wording can understandably cause confusion, and we appreciate you raising the concern.

 

3. Initial Deposit, Verification Deposit, and Withdrawal Eligibility

Regarding your initial deposit and the subsequent withdrawal, there is an important distinction between a verification deposit and a regular qualifying deposit.

The verification deposit is made specifically for account/payment verification purposes and does not count as a regular deposit for promotional eligibility or withdrawal requirements.

Additionally, the verification deposit was withdrawn together with your winnings when your withdrawal was processed. Therefore, it does not remain on the account as a qualifying regular deposit for the purposes of a subsequent free-promotion withdrawal.

There is also a specific rule regarding consecutive withdrawals from free promotions. Our Terms & Conditions state:

6.1 General Conditions:
(j) Players are not permitted to make two consecutive withdrawals from back-to-back free promotions. After withdrawing from one no-deposit offer, you must make a deposit before becoming eligible to withdraw from another.

This means that after receiving a withdrawal from one no-deposit/free promotion, a regular qualifying deposit must be made before another withdrawal from a subsequent no-deposit promotion can be processed.

In your particular situation, this is why the subsequent withdrawal required an additional qualifying deposit. The verification deposit could not satisfy this requirement because it is treated separately from a regular deposit.

I understand that the sequence of events may have made this appear inconsistent, particularly because you had already made a deposit during the process. However, the verification deposit and the promotional deposit requirements serve different purposes, and the withdrawal eligibility rules are applied accordingly.

I hope this provides a clear explanation of what happened and why the requirements applied to your account.

If you need any further assistance with your account or have any additional questions, please feel free to contact our Support Team at support@roninslots.com.


Best regards,
Oliver
Ronin Slots

While I'm not happy since it feels like false advertising to say 900 free spins but their not actually free you need to deposit between uses. I'll consider issue closed and use caution if I decide to use the casino again.   I did like the fast withdrawal.

Hi Teresa, 

Thank you for your feedback. We understand your concern, and we’d like to clarify the promotional requirements that apply to your account.

The 900 Free Spins promotion is part of our Welcome Bonus and is available to eligible players within the first 30 days of registration. Once the initial 30-day period has passed, players are required to make a regular deposit between free promotions in order to remain eligible for subsequent free promotional offers.

After reviewing your account, we can see that your account was registered in January, meaning the 30-day Welcome Bonus period had already expired. Since the required deposit between free promotions was not made, the promotion was not eligible for your account, and the associated winnings were therefore voided in accordance with our promotional terms.

We understand that this may not be the outcome you were hoping for, but these requirements are applied consistently to ensure that promotional offers are used according to their terms.

We appreciate your feedback and your positive comments regarding our fast withdrawal process.


Best regards,
Oliver
Ronin Slots

Hello Teresa Diaz-cochran5b68,

Since it's been more than 48 hours and we haven't heard back from the member, yet we have the response from the casino, we will mark case #4633 as RESOLVED.

scammer casino ronin slots stole 28 dollars 

Hello Garland Greene, 

Thank you for reaching out to us. We're sorry to hear about your negative experience. 

May we kindly ask you to submit a complaint HERE, and provide us with as much information as you have so we can have a clear picture of the situation you're in and provide further assistance. 

Thank you in advance.