Miami Dice Casino

Withdrawal not received and account locked

£719

I’ve deposit £2000 on 20th Nov and won £4500 which makes my total balance £6500 and the same day I’ve made a withdrawal of £2800 leaving £3700 in my account. But on 20th Nov after I made withdrawal, I received email from Miami Dice Team for me to provide verification documents which include the bank statement which shows my source of funds; salary; amount showing my deposit made to Miami Dice of £2000 and address proof plus my Driving License to proof my identity. I have submitted everything to them and received email that it will take 48 hours to verify my account as the same moment it was locked. I waited for 2 days (22nd Nov) and then receive an email from them that the withdrawal transaction is failed hence I need to provide my bank statement which shows swift code, bank account details and I provided everything needed on 22nd Nov. I haven’t heard anything from their account teams even I approached their Live Support team whom replied that accounts team are following and will reply to me shortly without any further explanation or date.
On 24 Nov, I received email from their team stating my account is been verified and a loss limit is set of amount £636.00 which I have no issue. I tried to log-in but it still shows locked so I contact their team on 24th Nov and they replied their support team will unlock it soon. Today is 26 Nov and I have contact their Live Chat team again whom again keep pulling time with same replies that their team will reply to me by email and it’s been escalated. I have no clue what is the issue when at one side they confirm the account have completed verification and the other end the account is locked and my balance plus my withdrawal have no updates. It’s really frustrating and I hope AskGamblers team can help me out.

Delayed payment at Miami Dice

£2800

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.

Delay of withdrawal with no explanation why

kr9007

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...

$170

Unpaid 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

Confiscated legitimate winnings with unproven accusations of a bonus terms violation

$1200

Hi there, I created an account on Miami Dice Casino on April 28/2020. I deposited $200 and received their welcome bonus of 200% ($400) I read all their terms and conditions and started to play, I played for hours and hours until my wagering was done. At this point I was up around $12,500 CAD. I played a little longer and tried to pull out $11,000, then realized after speaking with chat you're only able to withdrawal $5000 per week. So i went ahead and did that, their uploading of documents wasn't working so I uploaded them to [email protected]. The next day I played a little more and my final balance was $9,903.96 CAD. May 1 I received an email saying that i breached rule number 6 (betting over $5) and they had confiscated my winnings. I have played a lot of online casinos and know how the bonus works, so I never did this. I asked them for clarification of the bet/date/time/game and they said they would get back to me. I have chatted with chat numerous times and reached out through email and they keep telling my case has been escalated and to wait. I don't know what I'm waiting for as it should be simple screen shots. So I took it upon myself to look through my history over and over. I did not bet over $5 while I was on an active bonus. I did talk to someone named Simon on chat yesterday, he said that he could see 3 bets over $5, I asked him to tell me if that was when I was on my active bonus and he told me I would have to wait. As with any casino you are not able to withdrawal funds while you have bonus funds available. I am sure Miami Dice has made a mistake. I will attach the 3 bets they are talking about and the evidence that the bets were made far after my wagering was done. As well as the conversation with Simon. Please note dates, times etc. Below I have attached proof of deposit/bonus, the first withdrawal of $5000 and then the bets in question which were long after my wagering had been done. As well as a screen shot of Simon saying he could see 3 bets betting over and me asking him if that was while or after my bonus had finished. I would just like someone from their casino to get back to me as well as my winnings that were taken, without cause. Thank you

I had my withdrawal for £320 approved on the 22nd April but still the funds are not with me. Their live chat and support have advised they had issues with payments to players on 21st/22nd April and assured me 3 times it would be in my bank by the end of last week. I am really struggling to get anywhere with them other than them saying the payment is lost between them and the bank and you will be paid in due course and you need to wait. I have spoken with my bank several times who have assured me no payments clearing with them and they cant do anything. I have provided bank statements to show the funds have not reached me but not sure what to do now as their support team doesnt seem to be taking this seriously. Any help would be appreciated. Thanks

Payment lost

I made a withdrawal from Miamidice totalling £270 and made the deposit with my card ending in 1091 and requested the money to be sent there but was sent to my old card ending in 6919 which is closed and has been since April 2018 I've been to my bank (old bank) and got the closing statement balance and last transactions today 13/9/18 and sent them this and Miamidice gave me the ARN number so rang the bank again they looked it up and tsb don't have any holdings accounts so it would of been returned straight away so my old bank (tsb) told me to ask Miamidice to do a payment recovery but Miamidice can't do that they tell me via email so I'm basically stuck in the middle and there is £270 missing and I won it fair and square. I feel robbed and feels like there just fobbing me off like its nothing. Please askgamblers can you help me resolve this as I'm concerned after they closed my account for precautions many thanks .

£320

Can't get my winnings

Refusing to pay out £4041.88 legitimate winnings

£270

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.

Refused to payout winnings of $5000 and took my remaining balance of over $10000

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

Complaint Statistics

Resolved 9

Avg. Amount $ 1,048

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

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Hi S-A-R-A-H Thanks for your review. We really appreciate receiving feedback from our players. We will pass your comments on the ads and our registration process to our technical team. We are sorry to hear that you had a negative experience with our Customer Service. We can assure you that our team does its utmost to ensure that all our players receive accurate and timely service. We are always committed to improving the level of our service, and will, therefore, pass on your comments to the relevant senior management. Thanks again for your comments. Kind regards, The Miami Dice Team.

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Hi JONATHANCLAPP, Thanks for helping us find this bug. It is now being resolved and we would like to credit your account with 10 Free Spins on the famous game of "Book of Dead". Please forward your details to the Miami Dice support team. In the meantime, you can view all of our providers by hovering your cursor over the "Game Provider" symbol. We are also happy to read that you like like the American look and feel of the site 🙂 Thanks again for your review. Kind regards, The Miami Dice Social Team

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Hello Ayetra, We’re sorry to hear that you had a bad experience at Miami Dice. Anything regarding gameplay can be found in our general and promotional T&C’s. Please contact our 24/7 support team for further details. Kind regards, The Miami Dice Social Team

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