The player from Mexico reported that the casino took $200 from his account related to a bonus, despite having met the wagering requirements. After a complicated process, he attempted to withdraw $300 but was informed it had been reduced to $100 due to the casino's terms and conditions, and he was still waiting for that payment. The complaint was closed due to the player's lack of response to inquiries and reminders. No further investigation or resolution was provided at that time. The player was informed that he could reopen the complaint if he chose to resume communication.
Miami Club Casino - Player's winnings were capped.
Closed
Our verdict
Player stopped responding
Amount: Mex$3,300
Miami Club Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
They took $200 from my account supposedly for playing with the free bonus, which I had already met the wagering requirements for. After making the verification deposit, they gave me another bonus with a $2,000 rollover requirement, which was a nightmare. When it ended, I was left with $300, which I proceeded to withdraw, only for them to reduce it to $100 due to their "Terms and Conditions." I'm still waiting for the $100 payment; I hope they at least honor that withdrawal.
Automatic translation:
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1 month ago
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a link to the free bonus or a screenshot of the free bonus you activated and played with, showing the details of the bonus? My email address is veronika.f@casino.guru.
- Were your winnings capped at the maximum allowed amount immediately after you finished wagering your free bonus?
- What was the balance in your account when you made the verification deposit and activated another bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear Pengxa,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
