Confiscated legitimate winnings with unproven accusations of a bonus terms violation

Hello AskGamblers.

I`ve been a moderate player amongst online casinos for about 15 years now, I am a customer with several online casinos as well, and I am just now asking for help for the first time. I hope you can help me with the problems that I am finding myself with at the moment.

It started with an email offer from Miami dice casino, make a deposit and you will receive a bonus is the general understanding that I have when presented the offer that states the same. After I got this offer I find myself playing 2 different slots, one being Bonanza megaways and the other being Gorilla gold megaway. When I had finished with a bonus x35 I had 6000,- nok in winnings deposited into my account on Miami dice. I make a withdrawal and get notified that the withdrawal is processing for up to 48 hours and that I could cancel the withdrawal at any moment during processing until the deadline was over.

Get an email confirmation of the account and send in my drivers license and debit card for ID verification, I also sent in an address verification. This was sent the 5th of December 2021. I got a new email from them where they stated that my drivers license was expired by date, so I sent in a new photo of it and asked them to look at it a second time since it was not expired, I also send in a photo copy of my passport.

When all this is taking time I decide I want to play little more and cancel the withdrawal of 6000.- nok and play little more. Won another 3000.- nok so the new total in my account was 9007.-nok. When I am logging in the next day my account is frozen or blocked temporarily for review.

When I contacted customer service on the online chat I did not get any answers as to why my account is under review and blocked/frozen. I got a new email on December 8th 2021 that stated that my account is blocked and under review. I take contact with Miami dice again and this time they stated that my account is under review and blocked/frozen with everyone due to gambling addiction. I do not get answers as to why that happened now. I take concoct with them again on the casino online chat, and ask about the case of my account. They stated that my account is verified and that all is ok, it only took time to make a withdrawal because they had to do it manually. 10 days later it states that they are working on it, the money is still in my Miami Dice account. I see that it is more customers that have sent in complaints as well.

The last email I got from Miami dice states that they can not give me a date as to when the money will be deposited to me as the state they can not deposit to Norwegian players. that is something that my bank says is not true, I have every bit of evidence something you can have if you need. The evidence can be sent in with email to you.

Thank you again for any help and information you can give me.

I made a withdrawal on the 10th of February for 170 CAD the withdrawal was approved and processed however never received, I have provided bank statements showing it was not received but Miami dice insist the payment was made, my bank has confirmed that the provided reference number from Miami dice does not match any incoming transactions, after going back and forth for 3 weeks I have no other way of escalating this issue as Miami dice are basically giving me the run around and not honoring this withdrawal...

I have 5 withdrawals accepted with 4 being paid out through my Credit Union. There is one for $1200 still outstanding and I am unable to resolve this through the finance department. Right from the first withdrawal (beginning of June /20)they told me they do not do wire transfers to Credit Unions( I am in Canada). I ended up getting a deposit on June 24/20 for $1478.08 so I assumed the rest would follow shortly after.When they didn't go through I got in contact with support and they told me it was impossible for them to send a wire transfer to a credit union and asked for a bank statement showing the deposit. I sent that in on July 7/20 and received a deposit of $2157.60 on July 9/20. It was very perplexing as multiple emails said they do not do wire transfers to credit unions yet I have had 2 go through my account. I continued to deal with support and Adele on the remaining 2 withdrawals not paid and they continued to ask me for new bank information . Out of frustration I went and opened up a new bank account that was not a credit union and sent the information in. I then received an email 3 days later stating that the payment had bounced back and that they don't do wire transfers to credit unions. I replied that this new bank is not a credit union. I also went into both my new bank and credit union and they both stated that there was no bounced wire transfers on their end, I relayed that to Adele aand got his email

Hi Jean,

I have just spoken with the payments team for you. They advised that they tried to process the funds to the alternative bank, however, due to international restrictions this transaction failed and bounced back to us. If the bank is not accepting the payment we are unable to push this through.

The team advised that they will need alternative details in order to process these funds.

Best,

Adele

After numerous emails back to them I received this email on Aug7/20 and a deposit of $ $1038.00 went through my credit union.

Aug 7, 2020, 2:43 PM UTC

Hi Jean,

I have gone back to the payments team for you and advised them of the below. They advised that they went back to the payment provider and they have been able to push through the payment of $1,059.45 to your Cost Capital account ending xxx6779. They have also reprocessed the $1,200 today to the same account, this payment could take up to 5 working days to appear on your account.

Again, I thank you for your patience while we tried to resolve this for you, due to international restrictions the payment provider can come across disruptions and blocks when trying to make payments to credit unions.

Have a great weekend!

Best,

Adele

This now leaves one last withdrawal of $1200 unpaid which they asked for my bank statement again to show it hadn't gone through, which i did and received this last email from them

[email protected]

Mon 8/17/2020 3:39 AM

Dear Jean, 

Username: < username removed >

We write to inform you that your recent withdrawal for CAD 1,060.00 has failed. The message we have received from our Payment provider is: Incorrect or missing beneficiary details and so you would need to discuss this matter directly with them.

Your coast capital account ending 6779 has now been disallowed from future withdrawals so this does not happen to you again in future.

In order to successfully process your outstanding balance, we would need an official bank statement containing all of the following:

- Account Holders Name

- Bank Name

- Bank Address

- Transit Code

- Account Number

- SWIFT Code

We trust that this email has found you well. If you require any further assistance regarding this matter or any other, please do not hesitate to contact our Support Team via Live Chat or Email.

Kind Regards,

Accounts Team

Miami Dice

So the first thing is the amount is wrong. I have a $1200 withdrawal and even after their fee, which is about 2% my net deposit should be around $1176 not $1060. Secondly, they have already successfully processed 3 deposits so how could information be wrong or missing. I have sent 4 requests for them to resolve this and have received no response.I have spent the last couple of months dealing with this and have sent approx. 30 emails trying to get my money. It is now to the point that I need some sort of mediation to get this resolved and hope Askgamblers will be able to help. I have copied and pasted directly from my Miamidice account my accepted withdrawals for reference.

All accepted withdrawals within the last 3 months.

Date Amount ID

14/06/2020 12:51 CA$1,341.60 15593548274

19/06/2020 05:06 CA$1,500.08 15668990337

24/06/2020 15:08 CA$1,200.00 15764217311

27/06/2020 06:40 CA$838.21 15812502957

25/07/2020 02:36 CA$1,059.45 16332279395

Thank you