Miami Club Casino - Player's account has been blocked.

They are a scam. I won over $50 the first night playing blackjack and then I try to log back on the next day and it says there is not account for that email. You speak to their support someone named Kenya (probably where this is from) and they say my state is not allowed to have an account with their casino. But it specifically asks what state do you live in during sign up and NJ is a state that is listed and allowed federally to online gamble. They will not refund my money. They are a scam. All their complaint are listed as "Resolved: customer stopped responding" like I'm sure hundreds of customers that are missing thousands of dollars on some of these accounts "stopped responding". All a scam.

Dear Buck369,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you submitted all the correct personal information, including your address and country of residence, when registering with this casino?

Could you also advise if you used any VPN or IP-masking software to access the casino website?

Do I understand correctly that you have not yet passed the full KYC verification?

After the casino blocked your account, have you received any information about the funds you had there? Will you be paid out?

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

Dear Buck369,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Buck369. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

I just finally received a response from someone name Veronika and now it said I quit responding. How can you quit responding when it says to wait for a response from customer service? It's all a scam. Nobody quit responding. This is your way of not paying anyone their money. That's why I opened a case with the FBI cyber task force.

Dear Buck369,

could you please answer the questions I asked you in my first response? We will be able to continue the investigation only if you cooperate with us. Thank you very much in advance.

No vpn was or ipn masking was used at sign up or during game play. I was asked what state I resided in and it had a list of states which NJ was listed and is a legitimate sports/casino online betting state. It approved my account then I deposited money and won money next day I try to login and it says no account is listed for that email which I have proof of it all that I was signed up. So i contacted customer service and was told my state is not allowed which is false. NJ is one of very few states that IS allowed for online betting and gambling in the U.S. and it verified my location before i could play so its a lie and a scam. Also never asked for kyc while I signed up or while I deposited money. So either refund me my deposit or give me all my money plus my winnings which is theft and fraud for keeping it.

Thank you for your response. Could you please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

Dear Buck369,

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.

First how would I have the communication between us? Because that's not something you can download unless you think about getting a screenshot. Listen you guys are scam artists. It's no secret. Look at the posts. You really think someone that won and had over $3,000 in their account wouldn't respond or ask for their money? That's not pennies. That's is someone's money just like it's my money and that was only 1 person. There are hundreds of people that this has happened to. It's clear that you guys and that casino is a lie. I already went to the fbi and filed a case. I sent them everything. If you want it too That's fine I'll send it to you Veronika. But it'll be everywhere that it's a scam and I'll make sure I follow every site/app/program you guys make to make sure that other don't deposit anything or even download it. I will be sending everything out on social media and all my platforms. You think me depositing $25 was intentional? This is to find scam artists like you. But I'll send you the screenshot just to show you even though it doesn't mean anything because I already stated everything and you have everything because it's all connected. Liars.

But none of this should be in question. Because I already stated that it lets you sign up with U.S. states listed on a drop down then you lock our account and take our money and decide to say this state isn't allowed when NJ AND THE STATES LISTED are the very few states allowed and why would you allow an account to be opened when we select it if it wasn't allowed? ONLY TO GET US TO DEPOSIT AND PLAY. SCAMS

Didn't expect me to save the transcript I bet. Because you can't download it, all you can do is screenshot it if you're smart enough. But that's why you asked because you thought that was your way out. If I didn't have it you would use that as an excuse instead of the "NJ is not a state that's allowed" excuse. Oh and here is the law allowing gambling online in NJ. Nj Casino Catrol Act 15:12A-1 to 19. So whats the next excuse you will use not to pay people?

Thank you very much, Buck369, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Buck369,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, I would like to clarify a few things here and ask you a few questions.

• No one from casino.guru tries to scam you and lie to you
• We are not a casino, we are a mediator between casinos and players, and we try to solve their issues, for free
• The casino is not the only one that is obliged to cooperate in resolving the complaints and provide us with the necessary evidence, players/complainants are obliged to fully cooperate as well and provide everything we ask unless there is a justified reason or explanation why they cannot do it
• From the information you provided so far and some incomplete irrelevant conversation between you and the live chat representative (which could be from any random online casino since there are no sufficient details to link it to any casino), I cannot see signs you would have a casino account at Miami Club Casino at all
• Watch your language and the way you are speaking to casino.guru employees, we provide our services for free, and we definitely do not force anyone to use our Complaint Resolution Center - if you have a problem with our procedures or consider it incorrect, unfortunately, it is only your problem
• If you are not able and willing to cooperate in resolving your issue, do not hesitate to let me know, and the complaint will be closed/rejected; there are many other players who are thankful for our services and need our help; looking at your previous communication with my colleague Veronika and missing evidence from your side, feel free to take it now as the first but last warning from me - if you fail to cooperate or you will keep providing irrelevant information/details or do not reply to the thread once you are asked for and the timer is clearly set up as waiting for your response, the complaint will be closed/rejected
• I tried it at this particular casino myself and found only the USA as one of the allowed countries for registration, New Jersey itself is not there
• If you found the information that players from NJ are allowed to play online, it is completely irrelevant since it looks like your screenshot could have been taken from a random source and not from the casino website directly (which is very likely), but online casinos can limit allowed countries on their own... In addition, your screenshot explains only sports betting, which is definitely not the same as online casinos
• I will ask you for a few things, and once I have all the requested or reasonable explanations, only then I will ask the casino for clarification

Now, please, provide me with anything that could confirm that you had a casino account at Miami Club Casino at all and a confirmation about the successful deposit made to the casino. I registered at the casino a while ago, and I received an activation email from the casino within a few seconds (see the screenshots below - if you have an account there, you have to have the same email). In addition, provide me with the exact link to the casino website, where you registered a casino account.

So, please, find such an email from the casino and forward it to my email address (branislav.b@casino.guru). Then, you can forward me an email confirming a successful deposit you made to the casino (if you received such an email), or a screenshot of the successful payment from the payment method you used for the deposit(s) in question. The requested link to the casino website may be stated in the email body. Alternatively, you can post screenshots here.

Thank you for understanding and in advance for providing all the requested. As I mentioned above, please note if you fail to fully cooperate and provide the necessary details and evidence supporting your claims (or reasonable explanation for not having it), the complaint will be rejected.

Looking forward to hearing from you.

You guys are incredible. You ask for everything known to man and after I provide everything, you try to find more things to ask the customer for just to find that ONE piece that the customer doesn't have so you can justify not paying someone. Like I said before I have given you everything and will give you what you asked for AGAIN and watch after this you will ask for something else because you guys are just hoping I don't have that piece you are requesting after 3 months of going back and forth with you guys. How many things have you guys asked for so far? About 6 I believe and I provided them all to you but you still want more. But ok here we go AGAIN. I will post a screenshot of the deposit. But that doesn't give me my winnings back either. I deposited $25 and won $50. So where is that money?

1. We are NOT casino representatives.
2. This complaint was submitted on May 19, 2024, which is something more than a month now. If you had provided all the requested at the beginning and not dragged the process unnecessarily out, everything would have been much quicker.
3. We are waiting for the requested.

Can you please explain to me, Buck369, how could I link the transaction on your screenshot with any sender and receiver of the transaction, and how could I even connect it with the casino if there is no information about the date/time of the transaction?

In addition, I asked you for several things, and you provided irrelevant incomplete screenshots - again. I asked you also for an exact link to the casino's official website. Is that something that you cannot provide? Do I understand correctly that you do not know where you registered, deposited, and where you had disputed winnings?

Alright, let's do it a bit differently now.

Please read my first post in this thread carefully once again, and provide me with the requested. I will give you 7 days to provide all the requested or justified reasons/explanations why you cannot provide it. If you fail to cooperate and provide the requested - as was mentioned, the complaint will be rejected.

Thank you for understanding.

I was registered under my email in NJ United States the deposit was May 13. There is no email address for the casino, it's an app from Google Play Store. So how do you get an email from an app that is downloaded? If I fail to co-operate? Seriously? I have provided everything you guys have asked for. Now all of a sudden you want an email for a casino app that is downloaded. You have the casino apps name which im sure you can find out everything there is. which you know is impossible secondly, they didn't send an email for depositing my money into their account but I'm sure you guys already k it all this, which is why you are asking for it. So all the evidence I provided to the other agents that they requested was just a way to pro long thus inevitable outcome of not getting my money back because it's all a scam. You guys asked for all this information a month ago and I provided EVERYTHING that was requested but now all of a sudden you want something that the casino never provided. Of course you would, so now you can say something along the lines of, "customer didn't provide evidence" or "customer never responded" like the others on this site that lost thousands of dollars but people don't care about $3,000 right? No it's just another way of you guys scamming people out of money

What's also funny is that you CANNOT EVEN DOWNLOAD THE APP ANYMORE. It was Miami Casino, then they changed it to Miami Club Casino, now it's not even available to download. So it's all a scam

You can get an email from an app usually when you register there with your email.

I do not think you mentioned anywhere that you did not play on the casino's official website but you used the app. However, it is very difficult to believe that you registered with your email and did not receive any confirmation email...

Also, do I understand correctly that all the evidence you have regarding having a casino account at Miami Club Casino is a live chat communication with a random live chat representative, which could be from a random casino since there are no sufficient details confirming it was a Miami Club Casino representative, with basically only 1 automatically generated response and 1 message asking you about how are you, and that all the evidence you have regarding the deposit made to the casino is your screenshot of some transaction and fee, without any important details, which also could have been made from a random transaction in your payment method transaction history?

Alright, let's give it a chance and ask the casino to check it on its side...

Dear Miami Club Casino team,

Could you please check whether there is a casino account with the email address the complainant stated upon submitting this complaint as his casino account email? It is under each of his posts.

If by any chance you find such an account, can you inform us what happened with the account, why has it been blocked/closed, and what happened with the user's disputed funds?

Hi there! Unfortunately, we did not find an account that matches the provided username or email address at Miami club casino.

Thank you very much, Miami Club Casino Team, for your confirmation.

Dear Buck369,

For understandable reasons, we are closing this complaint as unjustified.

I would have recommended you consult the gambling authority but it would make no sense because you did not have any account at this particular casino. However, since we have no idea about where you registered and deposited your money, what I can recommend is to double-check the credentials you were using to log in at the casino where you registered, as well as your email used for registration, and carefully check your email inbox - there should be a confirmation email of your registration. In addition, you can try to check our casino reviews database and try to find all casinos whose names include the word "Miami" or other keywords - maybe you will recognize a casino logo or other details. Then, feel free to submit a new complaint with the correct casino and any relevant evidence that at least confirms that you had a casino account there.

Thank you for understanding.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru