Miami Club Casino - Player's withdrawal process is delayed and verification failed.

Good day,

Hope you are doing good.

Would you please be so kind as to assit me in this matter.

I won money from Miami Club Casino, where I then requested a Withdrawal but in order to do that I had to go through the Verification process in which I did. I then received an email from them stating that my account has been verified but in order to Withdraw I need to make a deposit for security purposes, in which I then made a deposit and played slots for a bit, then when I wanted to Withdraw they send me another email stating that I need to go through the verification process again, in which I dis then they told me now all a sudden I failed verification??

This is really not acceptable and unethical.

Dear Jandri18,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the issue you’re experiencing. I’d like to ask you a few questions to better understand your situation and ensure we can assist you effectively.

Could you please let me know the total amount you deposited into the casino?

Did you accumulate your winnings with or without a bonus? If you played with a bonus, could you confirm whether it was a deposit bonus or a free no-deposit bonus? If possible, kindly share a link or a screenshot showing the details of the bonus you activated and played with.

Additionally, I’d appreciate it if you could forward the email you received from the casino stating that your verification failed. You can send it to my email address at veronika.l@casino.guru.

I hope we’ll be able to help you resolve this issue quickly and efficiently. Thank you in advance for providing the requested details.

Best regards,

Veronika

Good day Veronica,

Thank you for taking the time to attend to my matter, I really do appreciate it.

I deposited the amount that was required and that was $25.

I won my winning through there $10 no deposit bonus in which it stipulates a maximum withdrawal of $150 is allowed.

I will kindly forward you the documents.

Thank you for your email. Could you please forward me the entire email you received after the casino informed you of the failed verification?

Thank you for the email.

Could you please forward me the documents you sent to the casino for verification?

Have you made sure that the identity information on your documents matches the information in your casino profile?

Did you provide the casino with your identity documents within the 4-week time frame?

Hi Veronoca٫

I will email you the documents I send for Verification.

Yes I Verified my account within a week of opening it٫ as I say my account was Verified by Miami Club Casino and then all of a sudden out of the blew when I wanted to Withdraw my account was no longer Verified٫ it just seems that they use any excuse not to payout what is rightfully mine.

Thank you very much, Jandri18, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jandri18,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Miami Club Casino to join the conversation.

Dear Miami Club Casino,

I would appreciate it if you could provide clarification regarding the reasons behind the player's failure to pass the verification process, especially considering they have supposedly previously passed it. If this information cannot be disclosed publicly, I kindly request that you send it, along with any relevant evidence, to my email at michal.k@casino.guru

Hi there.

as we mentioned previously on askgamblers,

This verification matter is being handled by our Risk Department as part of our standard security protocols. The most efficient way to resolve this situation is to respond directly to the email you received from the Risk Department with the requested documentation and clarifications.

If you haven't received a response after submitting your documents, please let me know and I'll be happy to follow up on your behalf.

Please check your email for the detailed verification requirements and respond accordingly. I'm here to help facilitate communication if needed.

Hi,

It has been 5days since I questioned the Risk Department regarding my documents, but I have yet to receive any feedback?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

According to our records, your account verification process is still pending as our risk department awaits valid proof of identification. Please continue working with our risk department to complete the verification process through the same email channel you've been using for document submission.

Is there any update yet?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Jandri18,

I wanted to inform you that Michal, your assigned resolver, is currently on vacation. To ensure your case is handled with the utmost care and expertise, I have extended the timeline by an additional 7 days. Michal has the most thorough understanding of your situation and direct communication with the casino, making it important for him to continue managing your case upon his return.

Your patience and understanding are greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Dear Jandri18,

I would like to share a concise update. While I have been in communication with the Miami Club Casino team, I regret to inform you that there has not been substantial progress, despite the considerable time that has elapsed. Our primary objective remains to address any player complaints whenever feasible. I recognize that certain situations may require extensive investigation, and the recent holiday period has also played a role in the delays. However, we are now nearing a timeframe that is not in alignment with the standards we expect from a high-rated casino. I have once again requested updates, and if there is not any reasonable development, we might have to consider closing this complaint as unresolved, which will have a negative effect on the casino rating. This might help to force the casino to take a more proactive approach and finally conclude the verification process.

Dear Miami Club Casino,

I understand that some circumstances may necessitate thorough investigation, and the recent holiday season has contributed to the delays we are experiencing. Nevertheless, we are approaching a timeline that does not meet the expectations we hold for a highly-rated casino. I respectfully request that you complete the player verification process within the next few days or, preferably, process the player's winnings so we can resolve this complaint. Should there be no justifiable reason provided, I will regrettably have to consider closing this case as unresolved, which could adversely impact your casino's safety index rating—an outcome I would prefer to prevent.

Dear Jandri18,

Despite providing the casino team with an extended time period, unfortunately, there has not been any development, and the casino team has stopped responding to my enquiries. As previously mentioned, such an approach is not in alignment with the standards we expect from a high-rated casino. Consequently, we find ourselves in the position of having to close this case as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in their rating may encourage them to reconsider and renew their efforts to reach a satisfactory resolution, and this option certainly remains open to them. Of course, you will be notified by email of any developments. Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru