Slotocash, Miami Club Support and Complaints Thread

The casino rep has been notified about your posts. Keep you posted. 

Hi my nickname ayoubi007

Thanks. The casino rep will be notified. 

Hi AYOUBI007BXL, 

Which brand did this happen at?

He is referring to Sloto'Cash casino. 

Yes

Hi Buggars, 

I'm sorry to hear you experienced some issues with the confirmation of your bitcoin address. Plese understand that these things need to be completely verified before any payment can be issued as there is no way to reverse a payment if a mistake is made. This is standard procedure to protect the security of your player account.

The payment should be issued today (September 27th) 

Hi AYOUBI007BXL, 

Which country are you trying to log in from? 

Hello Belgium

Hi Elbow1017, 

Thanks for providing the email address to your original account as we could not find any duplicate accounts in our system. This was due to your new account having a different surname, living address, and email address. For all intents and purposes according to the information provided it appears as a separate account and won't be flagged as a duplicate. 

If you wish to know more, please follow up with our online support who can provide more details. 

Hi Hairflair, I sent you a PM

hello I'm still waiting for an answer thank you it's been more than a week since I sent my documents

Hi AYOUBI007BXL, 

There's an issue with your account due to a mismatch in the registered country or residence and IP address you previously logged in from. It's currently under investigation. 

I am very happy with the outcome of my experience with Slotocash! This will definitely be one of my go to casinos! Thank you for your help!

So.... Online support already told me they found the previous account and that there was an error. That's why they refunded the Visa deposits. Now they need to refund the bitcoin deposits. I don't want to have to escalate this further.

Thank you. 

hello this is starting to take a long time now. It's a shame I found a cool casino, but ultimately a not serious casino!

The casino rep says that your account is under investigation. We'll send a reminder to check if it has been sorted. 

Hi AYOUBI007BXL, 

There's an issue with your account due to a mismatch in the registered country or residence and IP address you previously logged in from. It's currently under investigation. 

Hi AYOUBI007BXL, 

Your account is active with a $200 balance, so you can request a cashout. 

hello I manage to access my account but I always have the same message for the slots that I am auto banned.

and I sent my documents to verify my account a long time ago and still not verify

hello no I still have the error message that I am banned and now even to connect I can no longer.

Thanks for the update, AYOUBI007BXL. We'll ask the casino to look into it again and see what's going on.  Let's see what the rep says. 

I have not received a response either here or from casino support. This is incredibly shady. 

Hi AYOUB1007BXL, 

I'm so so sorry for the error. I've just been informed that you have a duplicate account where you previously played with free money. Unfortunately, this means your winnings have been voided and you won't be able to withdraw the money as I previously said. 

Hi Elbow1017,

The rep will get back to you. 

I do not have a double account. Just no serious casino that doesn't want to pay. But no big deal Have a nice day!

Thank you. Also, it should be noted that I am still receiving promotional emails from slotocash AFTER this entire issue started and my account has been closed. Another example of them not following responsible gaming guidelines. 

I have a pending payout with Miami Club Casino now for 2 weeks. They have requested verification which I sent them 5 times so far. Each time I get a different verification rep from the casino Michal,Marek and Istvan. Each time the reps ask for something new or different or the something another rep asked for. I know my drivers license is getting old and not in perfect condition but its the only government Identification I have. Last week I sent them a copy of my birth certificate additional proof of who I'm. They responded then asked I hold it up to my face and take a picture and send it so I did. Today casino rep asked send us your drivers license and of course it was a different rep. I have  sent it 5 times along with every other document requested.  Now I opened this account 8 years ago and made a mistake on my date of birth the casino rep wanted an explanation. I told them I needed to wear glasses and it was an honest mistake which I discovered right away. I contacted support and they said it would be corrected no problem (it was never corrected). I'm asking for someone to help I'm getting the run around everyday with someone new.   

One additional thing I had an account at Slotocash 8-10 years ago and they accepted my same drivers license for verification that's now 8 years older.  To date I sent them my drivers license, utility bill, birth certificate, verification document forum, credit card photos. I have nothing left I can give.   This is only a $250 withdrawal its almost not worth the hassle. Today in chat I asked for a casino rep to call me and after 10 minutes the rep disconnected the conversation. I have never had any problems with the casino brand and up to this point the casino reps have been satisfactory so explain why I'm getting this now.  Again I have already been verified by the sister casino Slotocash.

Casino username daveflorida

Hi daveflorida,

You need to submit all the required docs in order to be verified. However, you also need to provide valid documents so they can verify your account, every casino asks for a valid document, they also need to be clear so they can identify you. The casino rep will be notified. 

Thanks for reading it so fast wow! I have sent them all the documents, these were the same documents (drivers license used for Slotocash many years ago). I know the drivers license is getting old but its all I have. The pictures of it are very clear and taken in HD.  

STILL NO RESPONSE. 

Hi Elbow1017,

We sent a reminder to the casino rep. Hope he'll get back to us today. 

Update I discovered on Feb 5, 2017 I sent my drivers license to Slotocash Casino for verification it was accepted by the security dept. This is the sister casino of Miamiclub casino. The photos I took were of the same drivers license but I'm  5 years older.  Why was this good enough then and now its not.  I explain to them I don't have another drivers license and the only other government issued document was my birth certificate. The security rep Michal for Miamiclub casino on Oct 15, 2021 asked that I take a new photo of the birth certificate and hold it up to my face as identification so I did. Today I got an email from the security rep Istvan he wants a better drivers license picture better then the one they accepted before. Istvan also informed me they have cancelled my payout and I would have to do it all over again.  I asked him if he had read the emails between Michal and myself reference the birth certificate he didn't acknowledge it. I haven't heard anything from the casino rep hoping they can assist. 

David  

Thank you LCB. From SLOTOCASH'S end, I am being completely ignored. They admitted their responsible gaming failure, but are now ignoring their responsibility in the situation. I have not received my refund.

At this point, I feel that this needs to be escalated to the authorities, unless I receive the refund today. 

Hi guys,

We sent a reminder to the casino rep again today. Let's see if he replies. 

Hi Elbow1017, 

There won't be any refund as you signed up through a different name, email, and address. Regarding your email complaint, your email address has been removed from the marketing system. 

I have proof in writing that slotocash was in the wrong. The name was not different. The DOB was not different. And, the Visa deposits were refunded. Why not the bitcoin? 

Also. Kindly tell me what would have happened if I had requested a withdrawal? At that point, the drivers license would have been the same as well   

I received an email from the rep apparently this is out of her control. I sent the rep the same pictures I sent the casino showing the drivers license was clear and not obstructed. Waiting for a reply. I’m beginning to think this is a tactic they security Dept uses not to pay winners.

Can you please send this to me via PM?

I sent it yesterday check your mailbox. I'll send it again. 

Good evening dear casino forum,casino redstag blocked my account not to pay me money

I sent documents for verification but they asked to redo the photos and send them again I did everything today after which they block my account without any reasons I rate this as a scam on the part of the casino I ask you to invite a casino representative for a detailed investigation in this situation

mail casino [email protected]

Sorry, this was direct towards Elbow1017. 

Daveflorida, regarding the images you sent me, the one with the driving licence is ever so slightly cropped - meaning part of the license is out of the image. Please ensure to follow the instructions for documents as closely as possible. 

Ok I'll send you another one. Now in order to hold your drivers license you must put your fingers on it.  I respectfully disagree it's not cropped but I'll do it again. I just sent you another I also sent it to security. 

Hi basta77,

The casino rep will look into your case. Keep an eye on this topic. 

I wanted other to see the picture I sent to the casino rep and Miamiclub Casino security. This picture isn't cropped.  I blacked out my information so you could see what I'm dealing with.  I hope this gets thing resolved soon. 

Oct 21 update I still haven't heard back from the security department or casino rep hoping someone can tell me how the posted picture is cropped.   Again I did take another picture and sent it to security & casino rep. 

Another day goes by and the security dept and casino rep haven't responded. Someday they will or I'll keep posting on several sites how they are handling my case. I'm going to write my review on the casino this weekend it won't be 5 stars for sure. 

Hi daveflorida,

The casino rep will get back to you as soon as he gets the info about your case. 

Hi Daveflorida, 

As I said mentioned before, your account has been tagged as a priority to try and get this done as quickly and smoothly as possible. 

Unfortunately, I'm not able to judge myself on the validity of player documents. Fingers crossed your documents are verified soon.  

I still have not received a response. This is ridiculous and completely against the rules of responsible gaming.