Only the Support can take a look into that.

I've never heard of anyone having this problem, but since you said that this is a recurring one for you, I'd suggest you make a screenshot of your expected winnings AND your ruby chest, then claim, and if it happens again make another screenshot of the chest and send both to the Support.

One further note: some people misunderstand how the multipliers work. They are applied right away. So, if your BH gets a 2.2x mutliplier and you won, say, 220 rubies, then that's already multiplied and you get 220 in the end (not 2.2*220 = 484 rubies). If you didn't misunderstand it like that, go with the screenshots and reporting to the Support, like I suggested above. Unlike us here, they can look into your account.