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

Hi team , 

I really need your help with a withdrawl

problem and I am 100 % sure I am in my right to receive the fund ..let me explain my issue …

Actually it is concerning 3 casinos with I accessed after reading the good rating on Your site casino guru 

it concerns 

captain spin casino for a withdrawal of 4000

Casigo casino for a withdrawal of 4500 eur 

Miami dice casino for an amount of 1800 eur 

total amount 10300 eur 

last weekend I was very lucky in wining above amounts in these 3 casino and I made the withdrawal after finishing the welcome bonus wager successfully 

Monday and today all 3 casinos reacted with an email and all 3 send same email with next text : 

Your account has been found to be in breach of clause 9 of the Promotional Terms associated with the welcome offer:

Clause 9 - The maximum bet allowed while the Welcome Bonus is in play is EUR 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 canceled, your winnings have been confiscated and your deposit of EUR 300 has been returned to your gaming account.

let me tell you first of all : I am fully aware of not playing more than 5 eur when the bonus is active . You don’t need to point out that rule as I was playing with bets of 2,50 and 5 eur and I was continuous checking if the wager was completed during my play 

I only played with 2,50

and 5 eur … again I was fully aware of the max play of 5 eur when bonus is active .

the reason why all 3 casinos found the breach of because of a game I played and won : the game is :big spinner 

in this game I was betting the whole time 2,50 and 5 eur on autoplay…it is a game with a wheel of fortune which you can enter when you win a prize. Let me give you an example :

when betting 5 eur on auto play and you win for example 50 eur ,your 50 eur will be loaded in the wheel of fortune where if 2 of more scatters appear you can spin the wheel..only what happens is the bet doubles

to 10 eur and you cannot change that . It changes automatically to 10 eur and when your 50 eur you won in the downgame goes to zero , it again changes back to 5 eur . 

same things happens when playing with 2,50 bet and when you win .. the spins at the wheel of fortune goes to 5 eur .. you cannot changes this . It changes back again to your initial betting when the funds at the top game drops to 0

you can see this your self by playing the game in demo and see what happens when your bet is 5 eur and you win Prize 

Please check next link https://www.nederlandseonlinecasino.nl/casinospellen/online-gokkasten/big-spinner/

again I am fully aware of the maximim

bet of 5 eur when bonus is in play 

the casinos should also be aware of this and we should be protected by this as our bet was not more than 5 eur 

I really need you help in this and it is al lot of money . I can see that all three casinos have good rating here which was the reason I started to play 

I hope the casinos also will investigate this and will notice that every player with intention to play max 5 eur at big spinner will be trapped by this.

above text is related to Miami dice casino 

but I have exactly the same problem with 

casigo casino for an amount of 4500

and Captain spins casino for an amount of 4000 eur  

what I think is that the cooperate with each other as I received 3 times same email on same day for my rejection of my 3 withdrawls and I also think that it is the same person who has reviewed my withdrawals 

dear casino guru , I hope you will do my best for me to help me receive my funds from these 3 casinos as it is a total of 10300 eur and my betting was never higher than 5 eur 

I can send you all proof of you want and explain also

the problem of the big spinner game which you also can see on the acount game history and how the beating increased to 10 after winning with 5 eur bet 

I really hope you will protect the player in this case as I noticed all 3 casinos have good ratings on your site 

thanks and regards

Dear Nasnas76,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

https://www.miamidice.com/index.php?page=promoterms:

„"Irregular play" includes, but is not limited to, any one of the following types of play:

• Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of €200, then the maximum bet that can be placed is €40. The 20% rule does not apply if the bet size is less than €5"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Could you please advise how much was the bonus amount credited to your account?

Additionally, please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

I won the money with my 3 rd deposit

I deposit 200 and got 75 procent bonus which was 150 do total amount 350

I have checked the whole game history and again no bets of more than 5 eur were placed during bonus in play

this has to do with the game called big spinner where you bet automatic doubles

when playing at top spinner when prize is won

I have added the screenshot of the account history . Here you can see that the betting is 5 eur and then there is a credit of 60 eur which I won in the downplay.. after that you see the betting change to 10 eur in bigspinner topplay where you can turn the wheel of the spinner when 2 scatters appear …

the casino should exclude these games from the bonus play or they should pre warn you that the betting should be 2,50 because of the automatic double betting when you win prize .

it can not be that when player is aware of betting no more than 5 eur and plays a game that automatically changes the bet to 10 eur is in breach 

this is very misleading and I hope the casino will get to the same conclusion and pay me the 4000 I won 

I fully understand when the casino does not pay out to players who are in breach because they played with higher bet than 5 eur , but as you can see in the screenshots I did not do 

Thank you very much, Nasnas76, 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.

Why are transferring this case to your colleague and they same complaints I have with casino captain spins and casigo you are not handling them and those amounts are larger

Can I be that you are protecting those casinos .. It is an unfair action Petronella

sorry to say that

those casinos have all solved complaints .. well that is very easy for them because you refuse to contact them

I did not expect this from you guys

Hello Nasnas76.

Petronela transfers you to me because this is a standard model of how we work. (many supports works this way)

Petronela is L1 support, she checked that you didn't make any common mistakes, and if your complaint looks OK, she transfers you to L2/L3 support person who will go more in deep and contact the casino and discover what happened.

I would like to invite a casino representative into the case.

Would you mind looking at the screenshot that Nasnas76 posted? If the initial bet was lower than €5 and he has no control over events that happened next at side games (bonus rounds), it should not be a reason to confiscate the winnings. Could you please check this?

Matej

thank you for looking into this !

the questions you asked to the casino are exactly correct and that is what happened

I was referring to Petronella to 2 other cases which are exactly similar as these only she refused to handle these but it are exactly the same problem as this and it are even larger amounts ..

can you please also look into the complaints of captain spin casino and casigo casino and ask them the same questions.

they cannot get away with this my friend and have good rating on your side

thank you matej

the casino can look into below screenshot

here you can see I am betting 5 eur and then at 03:13:02 there is a win of 10 eur . You can see that the debet after that 03:13:08 is 10 eur at the big spinner ( upper game . And because I did not win anything it drops back to 5 eur again and at 13:13:24 there is again a win of 20 eur after that you see 2 times a play of 10 eur at the uppergame.

you have to play at the uppergame to win or else the game is of no use .. only there you can spin the wheel if 2 scatters appear

thank you matej

We would like to ask the Miami Dice 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’.

Nasnas76, I wrote to 3 different people from the casino on skype. I hope at least one of them will reply.

I am adjusting the timer for three more days.

Thank you matej

i really appreciate your help

it is very frustrating that they let you wait for so long , same with casino captain spins. And casigo casino

like they don’t care at all

can you also please contact someone of casigo casino and captain spins

I think probably it’s the same person as I always receive emails from the 3 casinos at same time

Hello Nasnas76.

The casino presented evidence about your gameplay. We will be talking about your case on Wednesday and decide what to do next.

thank you matej

btw do you understand what happened

let me explain you /

the game big spinner when you bet 5 eur on auto play and you win for example 50 eur then you can play at the big spinner up game

when 2 scatters appear you turn the wheel of fortune to win prizes.. only the betting on this upper game goes to 10 eur.

and that’s exactly what the casino has taken as proof ,

every player who plays this game shall be in breach when betting 5 eur.

I hope you will fight for us and I can have my winnings paid out

just for your information : I just checked again the 190 pages history since June 2021 and all 10 eur bets are related to the big spinner story in bonusgame/ big wheel

i also sent you an email with a video as example of the big spinner game

Nasnas76, please wait on the decision in the other two cases - then we move to this one.

Dear Miami Dice Casino representative.

We successfully resolved the two other complaints from Nasnas76.

We went through the logs and were able to prove that his gameplay didn't give him any significant advantage, as you can see here:

https://casino.guru/captain-spins-casino-player-s-bonus-winnings-have-1

https://casino.guru/casigo-casino-player-s-bonus-winnings-have-been-voided

In this case, the situation is the same.

We would like to ask the Miami Dice 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’.

We are still working on this case. The communication with the casino is done by email.

I will post the results here, hopefully soon.

I am sorry that it takes so long. We are still waiting on the investigation from the game provider.

The casino representative is more than one-week silent. I am setting the timer for three days.

Dear Nasnas76, I am very sorry about this case; it looks that we were on a very good way to get your winnings, but in the current situation, we can't wait any longer. 

We are closing this complaint as unresolved.

I hope the lowered rating will force the casino to start the dialogue again.

The casino can reopen the case anytime.