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Miami Dice Casino - Refused to payout winnings of $5000 and took my remaining balance of over $10000

UNRESOLVED
carmenconza New Zealand
posted on October 14, 2017.

I won over $20000 with this casino. I made a withdrawal of the maximum first withdrawal amount of $5000 and continued to pay with my remaining funds while I waited for the 48 hour acceptance of my withdrawal to finish so I could ask for an increase of the withdraw amount and withdraw my remaining funds.
So 5 days later still waiting for there acceptance of my withdrawal, I went to play and found my remaining balance of over $10000 was gone.
I contacted the chat and was told they had not accepted my withdrawal and had taken the remainder of my balance also saying I started doing $10 spins 6 minutes before my bonus ran out..... now I play on casinos a lot and read the fine print so I stuck to under $5 spins which usually as a rule I do anyway and this casino makes it a little easier by displaying the cash and bonus amount are on the main screen so you can see when you've finally played through your bonus amount and can then increase the value of your spins.
I was distraught and adamant that I didn't increase my spin value until I had played through the bonus so I went back through my game play and it had all disappeared so asked them at least 2 times to email my game play as I was more than a little distraught to loose all the money I had won and wanted to see the proof myself..... The casino would not assist me and when I complained and got a little heated as you could imagine after loosing at least $15000 they self excluded me from the casino although I hadn't requested it and blocked my account for a year so then I couldn't sign in and get my game play or do anything.
I requested my game play to be sent another 4 times and was refused every time which I think to me sounds dodgy to say the least
I have since contacted them and been told it would be sent to the following department to get back to me and have heard nothing and I more than upset at the unjust and dismissive way I have been unfairly treated.
When they state that a withdrawal acceptance is done within 48 hours and it then it takes 5 days.... then refusing to send my game play which they must a record of to know i was in breach of the bonus terms, not asking me verify my I.D and then banning me from the casino after I make a fuss would make anybody suspicious
P.S I have all chats to support my claims if needed, but don't want to post it publicly as it contains some personal information I wouldn't want disclosed publicly

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