Miami Dice Casino - Player’s bonus winnings have been confiscated.

Hey, i made an account on Miami dice April 28/2020 and got their 200% welcome bonus. I play a lot of online casinos so I am familiar with the bonus rules of never betting over $5. I read Miamidice bonus terms, rules, terms and conditions and started to play. I played for hours and hours until my bonus money went from bonus into cash and the wagering was done. I was at about $12,500 CAD at the highest, i played down to $11,000 and tried to withdrawal, went onto chat and they let me know you can only withdrawal $5000 per week, so I tried to upload my documents and withdraw the $5000, their uploading wasn’t working so i sent my documents to support@miamidice.com. Got a confirmation they had received my documents and they would be in touch. a couple days later I got this email:

Dear Chelsea,

Your account has been found to be in breach of clause 6 of the Promotional Terms associated with the welcome offer:

Clause 6 - The maximum bet allowed while the Welcome Bonus is in play is CAD 5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of CAD $200 has been returned to your gaming account.

I asked for clarification as to what game/date/bet and time. No response. So I went onto chat and they said to email support. I have emailed and talked with chat multiple times and they are not sending me proof of how or when, what game, what my bet was etc. I talked with Simon from chat today, he says that he can see 3 times where i bet over $5. i asked him if he could send me a screen shot as I have looked through hundreds on pages of my history and know I did not bet over $5 while I was on my active bonus. Miamidice casino keeps telling me its been escalated, I ask for claritifcation as to what this means (through email and they just say be patient) You can’t confiscate $10,000 from someone and not show any proof as to why. I know I didn’t bet over $5 while my welcome bonus was in play. I know casino rules, why would I waste my time if I was just going to breach their bonus. That makes no sense. All I’m asking is for proof of when, what date and time and what game as well as my supposed bet. I made my account April 28/2020, i played that day, 29 and then requested withdrawal, they sent me this email on May 1, 2020 and then refunded my original $200 (or said they did) haven’t received it but in my account it says they did. 

At this point I do believe there was either a mistake made on their end or that this casino is fraudulent. Regardless I don’t think this is too much to ask for the evidence of this. I have all the screen shots of every conversation as well as hundreds and hundreds of pages of game play that I’m happy to send in.

I have tried to chat with supervisors and find another way to go about this but their response time is long and in this case I don’t think it should be. They should send me these exact facts if indeed i did breach. Why would they not send this info? Why when I talked to Simon today and he said he can see 3 bets where i bet higher than $5 but he isn’t sure that’s what caused the breach (as I never bet over $5 while on welcome bonus) then he asks his supervisor and they just tell me to wait. Its hard to go through all your game history by yourself on Miami dice, but i looked through all my history and i havent seen any bet higher than $5 while on bonus. At this point its just going around and around, chat tells me to email, so i email, email tell me to wait. If I did in fact "breach" then shouldn’t this be easy to show me, what are we waiting for? Also why would the casino refund my money if i breached? All seems very very shady! really easy for them to show me, all im asking for is the date/ time/ game and bet that would have caused this to happen, why is that so hard to get? So i can see with my own eyes that i breached when I am sure I didn’t. Chat says it can take 10 days?? Hope someone can help me clarify and fix this situation. 

Dear Chelsea,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found:

"The maximum bet allowed whilst the welcome bonus is in play is 5€. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings."

We will contact the casino and ask for their cooperation and supporting evidence, but, before we do so, could you please advise which payment method has been used when depositing? 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

Thank you so much! I used my Mastercard to deposit.

Thank you very much Chelsea for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Chelseanoah.

From all what you wrote I understand that you didn't do any bet higher than $5 while you were wagering the bonus. What about the time after the bonus was wagered? Some casinos cancel the bonus (and also the bonus terms) at the moment when you successfully withdraw all the money from the bonus play. This casino does not look like they do such things. The shortest way to solve this is to ask the casino to help us and clarify when you breached the terms and proof it.

Miami Dice Casino representatives, please help me in this case and explain to us what happened.

I have reached out many, many times to the casino through email and chat. I have had no luck in this. Once the bonus was wagered it went into my cash bonus. Therefore there was no active bonus left. And the winnings were mine to withdrawal.

Miami Dice has finally shown the proof of my breach. There was one bet made for $6.25 on the game Tomb Of Mirrors that I was not aware of being made. I am now taking this up with Miami Dice themselves and seeing what we can do with this very unfortunate situation. You're welcome to close this complaint. Thank you so much for assisting me in getting them in touch.

Thanks for the update - I will give you one good advice: The important is the outcome of that unlucky round. If you won from that spin, then this is a problem and casino probably won't let you keep the winnings but in case of losing you didn't have an unfair advantage over other players. (still, you breached the terms but it is something negotiable)

I hope this helps. I am now closing a complaint as "rejected".