Miami Club Casino - Player’s struggling to complete account verification.

I started my first withdraw at the casino two weeks ago and they requested I send them a copy of my drivers license which I did. They then requested a picture of me holding my drivers license. I sent both to the security dept and then received an email asking for another type of government identification. I told them I don't have another identification. They said my picture was a scan copy and cropped. So I told a photo of it and sent it to them. They then said it wasn't clear enough. So I took 3 more pictures in HD everyone of them was perfect and not cropped. Then I received another email telling me that identification wouldn't work and they were refunding my withdraw and I would have to start it all over again. Its clear no matter what I send them it won't be satisfactory, I give up hope you can help. From what I have read the security dept does this with almost every player when it comes to verification.

I told the security dept that I had an account several years ago with their sister casino Slotocash and my identification was verified Feb, 5, 2017. I used the same drivers license but that license is now 5 years older. They didn't even acknowledge it. Why did they accept the same drivers license 5 years ago and today its not good enough.

Dear daveflorida,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Thanks for your assistance.

Yes they told me my drivers license was cropped in the photo so I sent them another one. Then I was told it wasn’t clear enough. So I sent them another photo. I received another reply telling they wanted me to send a photo of the same drivers license holding it next to my face so I did. Now they are telling me to send a different government identification which I don’t have. It seems no matter what I send them there is always another request. As I wrote in my complaint this is the same drivers license the accepted in my Slotocash verification 5 yes ago.

Thank you very much, daveflorida, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello daveflorida!

From now on, I will take care of your complaint. I would like to invite representatives of Miami Club Casino into this complaint in order to help us resolve the verification issue.

This is the customer service I have received so far. Tonight’s chat session after 15 mins they disconnect the chat.

Please close the complaint I give up with this casino. This isn't worth the $250 I'm moving on with my life and will find a better casino with good customer support. I have tried for over 1 month and can't get anyone to respond. Please warn others this casino is a risk.

We are rejecting this complaint as per the player's request.

Please, in case you'd need our help once again, you can reopen this complaint or submit another one.