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Miami Dice Casino - Refusing to pay out £4041.88 legitimate winnings

UNRESOLVED
benban626 United Kingdom
posted on December 5, 2017.

Hi, just to ensure this complaint doesn't get rejected, I'll say very clearly. I did not break the relevant max bet terms on Miami Dice, and have screenshots and a spreadsheet to prove it (please read full complaint).

I signed up to Miami Dice on 28th November and deposited £1,000 to receive a £2,000 bonus. I read all of the relevant terms pertinent to the Welcome Bonus, as well as the Standard Promotional Terms, to ensure I didn't break any.

I noticed the term "The maximum bet allowed while the Welcome Bonus is in play is £5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings." Unclear about when the bonus is 'in play', I got live chat to confirm this, and triple check this, as it was a lot of money (live chat screenshots attached).

My £7.50 bets were all when I was playing with cash. When bonus was 'in play' (when cash was all lost, as confirmed by the Live Chat agent), all bets I placed were £5 or less.

On request, Miami Dice provided me with a full history of my gameplay in spreadsheet format. On close inspection, as I already knew, I did not bet over £5 while the bonus was in play, and have provided a screenshot which proves that (attached). The key cell is F5 which shows the number 0. That is the total number of bets I made with bonus funds over the max bet of £5, zero. (I thought I'd also throw in that I span over 23,000 times on their site, so that's included too)
.

Therefore, the following facts are true and it in conclusive that Miami Dice were not within their rights to confiscate my winnings:
1. When playing on miamidice.com, a player's balance is comprised of cash balance and bonus balance.
2. When a player places a wager on a game, the cash balance is used first. Only when the cash balance is zero, is the bonus used for staking.
3. The term Miami Dice claimed I have broken is "The maximum bet allowed while the Welcome Bonus is in play is £5"
4. When I asked Miami Dice live chat the question "Is the following correct...? 'When I lose all my cash, then and only then is the bonus in play'", your live chat operator answered "Correct"
5. After I had lost my cash balance, I didn't place any stakes over £5.

I have provided evidence of the facts in the form of a screenshot of the live chat operator saying exactly those words, and a spreadsheet detailing that I did not wager over £5 while my bonus was in play. I can't upload excel files on Ask Gamblers however I can email support on request.

I request Miami Dice to send my full withdrawal of £4041.88.

posted on December 7, 2017.

Hi Benban626,
Thanks for your comments here.

We understand that you’ve been in touch with our dispute team. They have advised you to take this up with our alternative dispute resolution provider who deals with unresolved player issues and would be able to help you further on this matter.

Thanks
Miami Dice

benban626 United Kingdom
posted on December 7, 2017.

Thank you for your reply Miami Dice. I understand you have made the final decision to refuse to pay out my winnings, despite the clear cut evidence presented above that shows I have done nothing wrong. Why don't you put your reasoning for taking my winnings here for all to see?

I believe this should put future players off playing on your site, as there is a chance they too will do nothing wrong, and still be told that they are to take the matter up with eCogra, which could take months.

I assure you that I will be pursuing this matter until it is resolved to my absolute satisfaction, and have no limit on how far I will go in order to achieve that. So I strongly advise Miami Dice to pay my full winnings into my debit card ending 0018 immediately.

Ben

benban626 United Kingdom
posted on December 7, 2017.

This is a clear cut case. Whether or not Miami Dice *intended* for the maximum bet to be £5 from the point of acceptance of the bonus or not, the facts are that:

1. Cash is used before bonus on miamidice.com
2. When I asked on live chat the specific question to clarify the use of the term 'in play', it was confirmed to me that the bonus is only in play once the full cash balance has been depleted
3. Therefore, when the bonus was 'in play' in line with what I was told, I did not break the max bet.

So it is irrelevant if that is what they intended. The terms were *not* written as such, and as a result I am due £4041.88.

As a plea to anyone considering signing up with Miami Dice, please refrain from doing so. I am 100% sure I will receive my money from this case at some stage, but you can clearly see I am being made to work very hard to prove my case.

It is simply not worth the hassle, especially after wagering £105,000 on their site.

posted on December 11, 2017.

Hi Benban626,
We are investigating your case further. We'll get back to you shortly.

Thanks
Miami Dice

benban626 United Kingdom
posted on December 11, 2017.

Dear Miami Dice

Thank you for your reply. Please consider all evidence presented, including your ambiguous terminology in your terms with the phrase 'in play' and the subsequent confirmation by your live chat agent that bonus is not in play until cash is lost.

I look forward to your swift resolution of this case, and furthermore I suggest if it truly *is* your intention to cap your customers' bets to £5 for the total duration of the period from which the deposit is made, triggering the bonus to be added to the account, to a time in which the bonus is either lost, or wagering requirements completed, that you revise your terms to *clearly* state such.

Regards
Ben

posted on December 15, 2017.

Hi Benban626,
We are still investigating your case. We'll get back to you shortly.

Thanks
Miami Dice

AskGamblers
posted on December 15, 2017.

AskGamblers Complaints Team is awaiting Miami Dice Casino team to provide the required information and evidence regarding the case.

benban626 United Kingdom
posted on December 18, 2017.

Thank you for your reply. I look forward to your response.

Ben

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