Miami Club Casino - Player contests partial withdrawal of tournament winnings.

They had a tournament with a winning of 925$. They are telling me I can only withdraw $150 of it because it was a free tournament. So why have a winning of 925 if you can’t withdraw it all?!

Dear jetoffme,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please specify which exact tournament you entered?

• Did you do any buy-ins during the tournament?
• Wasn't $925 the amount of the entire prize pool?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

It was a thanksgiving tournament. It was a month long. I didn’t have to buy in at all. You have 1 free entry and if you run out of that you can then buy in. But I finished 1st place. First was $925. Second was 700 something dollars. 3rd got 600$ and something 4th was 500 maybe. The 5th through 10th got 300.

One more thing. I know I had already verified my account once. I guess I had two accounts so I had to work it out with them a while back. They closed the extra and everything was good. I deposited at that time too. But now they have no record of that. The man I talked to was not very helpful at all. I guess I’m just really confused by why they would have a tournament with the first place of 925$ but you can only withdraw 150$. But then I got an email in the middle of the night saying congrats on your win and they need the verification documents. Which I had already sent yesterday. Thank you so much for your help. I worked on that tournament everyday for a month. That’s the only reason I’m frustrated. So again thank you so much.

Also the tournament ended Sunday night at 11:00pm

please read that and make it make sense. They just don’t want to pay

.

so idk why 100$ is what they think I deserve. If they say those are the rules and the original bonus was $100. Then 5 x that is $500. Not 100. Back to my original question why have a tournament with a prize that big if this is what you get. I mean last place got 300. So no one can even withdraw the money?

they just said it’s not a bonus but then referred me to the bonus rules page. They are grasping at straws now. They just don’t want to pay.

Thank you very much, jetoffme, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Dear jetoffme,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

that’s another email I just got

from them. They know they are not playing fair but they are trying to use anything they can not to pay. I have deposited at this casino before as well. I was locked out of my account awhile back and I had to contact customer service. When I did they said there was another account from my address. So they deleted one of them and I kept one. So it must of been on the other one. But I was in good standing with them. They offered me a 200% deposit match and some free spins at a 45x play through. Then another 45x play through. It’s crazy, I told them they could keep it. Thank you so much for trying to get this figured out. I’m just trying to keep the honesty and integrity in casinos. I know we can decide not to pay them on a bet.

Hi there.

1. The player has not deposited any funds at Miami Club Casino, which violates the terms of use. To withdraw any winnings, they must make a deposit of at least $25.
2. There was no bonus issued, and since the player has never made a deposit, there won’t be any payout. The player needs to make the required minimum deposit and provide necessary documentation for account verification to reconsider the decision to issue a payment for the tournament prize won.
3. There are multiple related accounts with no deposit history? If there is a related account with a deposit history, please provide us with the username so we can verify. It’s not possible that there is no record of a successful deposit.

when I first started talking to them they told me there wasn’t anyway I was gonna get anymore then 100$. If I knew I was able to get all 925$ then I wouldn’t have hesitated to deposit 25$. Do you know what I’m talking about. Why would I make another deposit when they say first I have never made one, I can’t even get all the money just 100$. I thought at that point it was pointless. I wasn’t going to see any money anyways. So are you telling me that if I make a deposit then I get my money? Because I will make a $25 deposit right now if that is the case. But there response wasn’t even a for sure thing. I want to thank you for what you have done and the time put in

i emailed them asking if they were gonna pay me my winnings if I deposited and they said no. Even though I was told I wasn’t withdrawing more then $100. So that’s why I didn’t deposit. I have all the convo’s too and it doesn’t matter to them. Do they have a gaming license they go through? Who can I make a complaint to in the casino industry that could do something about this?

Dear Miami Club Casino team,

Thank you for your cooperation in this matter. Can you please confirm if a player can receive their entire winnings from the tournament after making a deposit and verifying their account?

Can you also provide an explanation of the player's history in your casino? According to the information, they played using a no-deposit bonus. Was the bonus wagered and was there a maximum cashout applied? After that, did the player participate in a tournament?

Hi there,

There appear to be multiple accounts associated with the player’s name at Miami Club. It would be helpful if the player could kindly provide an explanation for the multiple registrations. However, it's important to note that we couldn't locate any account with a deposit history.

In this regard, I kindly recommend referring the player to our terms of use, which can be found at miamiclubcasino.im/pages/terms-of-use. Specifically, attention to clause 3.1.

If, by chance, there exists a previous account with a deposit history, it may not have been registered at Miami Club Casino under the player's current name. I must emphasise that registering with inaccurate credentials is a breach of our terms of use, which we take seriously.

They said I had multiple accounts a long time ago. It all got figured out and they left me with one account. Everything was ok and I was in good standing with my account when I won that tournament. Point blank after I won I was told by there support that I was only going to be able to withdraw $100. That’s after I deposited 25$ and played it through. Why would I do that when they were already being dishonest and weren’t going to hold up to cashing out all $925 that I won in the tournament? I was told 30 different things to why I wasn’t going to be able to get the money. Then at the end they say "no you could have cashed it all out if you would have deposited and played through 25$. Ok so I was lied to for 2 weeks and told there was no way I was getting anymore then 100$. If I would have known from the start that I just needed to play the $25 through I would have done it did 925$. That’s a lot different from $100. So I was told wrong information. You should give me a chance to deposit and play the $25 so I could get my money. Not tell me there is nothing I can do about it. I wasn’t at fault was I?

Dear Miami Club Casino team,

Could you please respond and clarify what your next steps will be?

Hi there.

We've reviewed your concerns and are here to provide a clear resolution:

1. Initial Steps: To proceed, please make the required minimum deposit and complete the playthrough. This is a necessary first step.

2. Account Status: We confirm you have only one active account with us.

3. Tournament Prize Issue: We acknowledge there was confusion regarding your tournament prize. The $100 limit was mistakenly applied and we apologize for this error. Although you played and lost the $100 in your account, we recognize our mistake.

4. Your Account Adjustment: To correct this, we plan to credit $825.00 to your account. This is your prize minus the $100 you played.

5. Next Steps for You: To receive this $825.00 credit, please deposit at least $25 and complete a 1X play-through. Once done, we'll ensure the $825.00 from your tournament win is in your account.

6. About Your Account Credit: Your account will be credited with $825.00 after you make the required deposit and play-through. The tournament winnings will then be added to your balance.

We apologize for any confusion caused and are committed to resolving this matter to your satisfaction. If you need further assistance, please reach out to our support team.

Dear jetoffme,

I believe this is a fair solution. Please, could you follow the casino instructions?

Dear jetoffme,

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.

Even if I have assumed that the issue has been resolved, without a confirmation from the player, I am forced to reject this complaint.