Complaint #44 Miami Club Casino

Customer service says they are not receiving my verification document emails

By Paykmp247

1 year ago

It's been almost two years since I first tried to withdrawal 400 dollars from Miami club casino. Won it from a litecoin deposit, no bonus or promotion used. They asked for verification documents despite the fact that I have already successfully completed the verification process and withdrawn in the past. They also requested banking card info from an old card I no longer have access to and is expired. I didn't use a card to deposit with and the last time I verified they didn't require card information because I deposit with crypto I reached out about it and just kept receiving canned responses. So I sent the all the other documents with an explanation for the missing card information and didn't hear back from them so I contacted customer service through chat on the site and they said they didn't recieve the documents from me. I sent them again. Never heard back. Emailed customer service and they said they never recieved my documents. I resent the documents multiple times and they kept saying they never recieved them. I used an email tracker that indicates if an email has been opened on the receiving end and it said they opened my emails. They eventually just stopped responding. I periodically try again every few months with no success. Hoping Askgamblers can help. Thank you. Attached are the emails between me and customer service.

Disputed Casino Miami Club Casino

Reason Verification issues

Amount $400

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Paykmp247,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Miami Club Casino

• Representative

1 year ago

Hi there,

Thank you for your follow-up questions. Let me clarify these points for you.

Regarding the credit card verification request: Please contact our support team directly about this matter. They will be able to review your account details and help resolve any outdated card verification requests.

As for verification requirements: While we understand you have verified your account previously, periodic re-verification is a standard regulatory requirement that helps us maintain a secure gaming environment. This is not unique to your account but applies to all players as part of our compliance obligations. The frequency of verification may vary based on various factors including withdrawal amounts and time elapsed since the last verification.

Paykmp247

1 year ago

Thank you for your response...I just requested a withdrawal again. If we could address the two other issues I'd appreciate it. What about the the request to verify the card info from a card I no longer have and is long expired? I didn't use that card to deposit the money I won in the first place. I haven't used that card since 2019. When I successfully verified previously I didn't have to verify banking or card information because I wasn't withdrawing winnings I won with a card deposit. I deposited with crypto so card info is not relevant. That leads to the other issue which is why do I have to verify again in the first place? Do I have to verify everytime I withdrawal? Thank you for your response in advanced - < full name removed >

Miami Club Casino

• Representative

1 year ago

Thank you for bringing this matter to our attention. We'd like to clarify the current status of your withdrawal request.

Our records show that your previous $400 payout request was redeposited to your account as we did not receive the required verification documentation. While you mention sending the documents, we can assure you that we have no record of receiving them. The verification process is straightforward - when documents are received, they are either approved or declined, and players are always notified of the outcome.

To proceed with your withdrawal, we kindly ask you to:

1. Submit a new withdrawal request
2. Carefully review our documentation requirements at https://miamiclubcasino.im/pages/support-faq under the "How do I cash out my winnings" section
3. Submit your verification documents, ensuring you're sending them to the correct email address

Please note that identity verification is a regulatory requirement that we must fulfill before processing any withdrawals. Your funds remain secure in your account, and you can initiate the withdrawal process at any time.

If you need any assistance or have questions about the verification process, our customer support team is ready to help you.

Thank you for your understanding as we work to maintain a secure gaming environment for all our players.

Miami Club Casino Complaint Stats

Resolved 18 / 21

Avg. Amount $571

Avg. Complaint Duration 36 days

Avg. Response Time 2 days

Miami Club Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 36 days, while the average duration across all operators is 8 days.

Miami Club Casino Complaints

See all complaints for this casino

Unfair Account Closure and Withheld Jackpot Winnings

Miami Club Casino closed my account after I won a Mega Jackpot of approximately $300,000, even though I had already repaid the disputed balance they mentioned. Before the closure, I had around $250,000 in my account. The casino claimed the shutdown was related to disputed funds, but that issue had already been resolved and fully paid back by me. I believe the decision to close my account and withhold my winnings was unfair and unjustified. I am requesting a full review of my case and a fair resolution regarding my account balance and jackpot winnings.

Resolved

Casino claims48 hour withdrawal time been over 72hours

Hey when can i expect my bitcoin withdrawal it says 48 hours online it's been well over that. i got a email saying withdrawals aren't processed on weekends. that would make sense for bank wire but i chose crypto with is available 24/7 there should be no excuses. i just wanted to do a test deposit and test withdrawal. i would like to keep playing but i wont until you guys have earned my trust.

Withdrawal amount $125

Resolved

$125

Withdrawal declined by Miami Club Casino

Good day,

Hope you are doing well.

Would you please be so kind as to assist me in this matter.

I won money from Miami Club Casino, where I then requested a Withdrawal but in order to do that I had to go through the Verification process in which I did. I then received an email from them stating that my account had been verified but in order to Withdraw I needed to make a deposit for security purposes, in which I then made a deposit and played slots for a bit, then when I wanted to Withdraw they send me another email stating that I need to go through the verification process again, in which I did then they told me now all a sudden I failed verification??

This is really not acceptable and unethical.

Unresolved

$150

Payment delayed due to extended verification

I have played on Miami Club in the past and already verified my account. Upon requesting a withdrawal they again asked for verification photos. I submitted exactly what they asked for.

Today the estimated time for processing the withdrawal is up and they emailed stating I need to send another document that was not requested to begin with and it will be another 3-5 business days.

This does not promote responsible gaming and is sub par in the industry.

Resolved

$100

Support and Security began to ignore me after withdrawal was approved

For over a week leading up to my withdrawal, Miamiclubcasino security and cashier were responsive and helpful. All the way up until the actual day of my withdrawal. Verification went smoothly and the BTC withdrawal was even approved by their cashier and confirmed from their support to me the day before. Strangely, the day the payout was supposed to happen. I cannot even log into the website (Even more strangely, the first time I tried incognito mode it worked just fine but every time after it regi9stered my IP, it oddly "could not load". I have emailed multiple times and have received no response. I had heard that this was a legit casino, but it does feel like they turned into a ghost town over a $900 withdrawal.

3 days after the scheduled pay-out, I tried to email their security @miamiclubcasino.im address and was hit with a "Delivery incomplete" error with Gmail stating that my email was being "rejected" by their server.

I'm hopeful they will do the right thing but am not optimistic.

Resolved

$900

Not paying for reason ''Negative Casino database''

Hello

I signed up with MiamiClub Casino on May 2018 and have been an active player which never won playing slots games. On Jan 2019 I finally got lucky and won for first time total $1300. After the withdrawal I received an email to send my personal docs but for some reason I have not been paid until now.

This week I sent an email to ask about my payment status since it's been over 3 months and received a very strange answer about my name being listed in " Negative Casino Database" in another casino, which of course its not true since I didn't gamble anywhere for past 4-5 months.

Below are the emails I received from MiamiClub Security Dept but they ignoring my last message and refuse paying my $1300 winnings :

Hello Marek

This is the first time I hear such excuse and I have no clue to which other casino

you mean. I did not gamble for the past few months anywhere

and don't understand what "negative Casino database " really is.

I believe you might have a mistake .

If your casino don't wish to have me as an active player that's OK but you

must pay my lucky winnings as I risked my money with your casino and won

Please advise

Rosamaria.

On Wednesday, 17 April 2019, 5:40:33 pm AEST, wrote:

Dear ROSAMARIA < surname removed >

I'm contacting you from Miami Club Casino.

I am writing to inform you that your account "MI0170114725" has been closed as your details are listed in the negative Casino database.

This means that you may have played at other casino(s) and are listed there in a negative database. As per our company policy, you are unable to hold an account with our Casino.

Kind regards,

Marek

Casino Risk Management

Hello Team

I just noticed that my casino winnings withdrawal , total of $1300, not processed yet since Jan.

Any reason for the over 3 months delay?

Kindly check my withdrawal and let me know if I should make a new one

Thanks

On Monday, 7 January 2019, 7:42:14 pm AEDT, Rose < surname removed > wrote:

Hello

My requested docs are attached

Regards

Ros

On Friday, 4 January 2019, 8:29:22 pm ACDT, Miami Club Casino wrote:

Dear ROSAMARIA,

Your Account: Account Number

Thank you for your choosing Miami Club.

Before your withdrawal can be processed it is important that we verify the accuracy of your account information. Please understand that this is to maintain the highest security standards to safeguard you, our customer, and ourselves.

We kindly ask you to scan and e-mail at high resolution to [email protected] the following identification documents for review:

- A copy of your valid Driver License or Passport to verify your identity

- A copy of a recent utility bill to verify your address

If you have purchased with a credit card, please include the front and back of the credit card that you used to make the purchase and the completed authorization form found at http://miamiclubcasino.im/faxback.pdf for the credit card(s). You may block out the CVV number of your credit card if you wish.

Please allow 24 to 48 for processing. Some adjustments will then be made to your account, after which you will enjoy further deposits, withdrawals and playing in an easy manner.

Thanks you for your cooperation on this matter.

Warm regards,

Miami Club Management

[email protected]

Unresolved

$1,300

Delayed $150 payment

I have earned 150$ from the welcome bonus and i have request withdraw since the 23 january 2019 , i have sent all the documents necessary ( passport, utility bill, screenshot of payment method and faxback + Selfie passport near to face ) then i have received an email that my account is fully verified and now i can enjoy my winning but i'm surprised when i have speak with live chat support about the time process and my problem that they request an additional ID and must be not passport :( !! . I have sent my identity card since the 29 or 30 January so problem must be resolved from the last week but i don't received anything yet! no email to tell me that's okay or no and i don't received my winning yet ! so please sent me my winning or at least tell me what's the problem . ( Miami Club Casino Username: amidad014 )

Resolved

$150

Closed my account with no explanation and with a $2,000 withdrawal pending

I had two dollars worth of money in my rewards account at Miami club. I somehow managed to parlay that into halfway decent winnings. I made several cash out request for $2000 each, and not wanting to reverse any of those, I had built up my rewards to another 50 or $60, Played with a that, and was able to cash out again. I think I ended up having about $6000 in pending payouts. The next day I was unable to log into my account, and was told that security was reviewing my account. I have no idea why as I have spent thousands upon thousands of dollars there and play there Since they first opened. I was a millionaire club player. Nobody ever gave me a valid explanation for why my account was under review, and not only that they reversed All my withdrawals, And after a week or so opened my account again and said that I would not be eligible for the VIP bonuses that I had been. I was naturally furious, and got very vague answers anytime I ask what was going on and why they are giving me a hard time. I then deposited $25 Because they reopened my account and as angry as I was I wanted to see if my luck would carry. Between the $25 deposit and the 90 or 100% deposit bonus I got, I was able to cash out again. They paid 2000 the next day, Which is unheard of. I continued playing, and was able to Request another $2000 withdrawal. Within hours, they had to shut down my account again, and now they are saying that I have to review my account is closed permanently. They did not send my second $2000 withdrawal out, and there is no legitimate reason why they shouldn’t have, seeing as though that was generated as a result of a deposit I made, and no cash out restrictions were in place (ie, play through, free cash bonus, etc). I’m so mad I’m spitting nails right now and want everyone to know how they have treated someone who has spent well over $100k over the course of playing with them. I have cashed out many, many times and they arbitrarily shit me down with money still owed!!!