Slotocash, Miami Club Support and Complaints Thread

I also still haven't heard back from this casino.  The rep said I was a top priority. It's been 7 days. 

Hi Elbow1017,

Sorry if it wasnt clear, but my message asking for the proof to be sent to me via PM was for you.

Sent

This what Terrible customer service is.  I was on hold 15 mins in chat then no answer they just ended the chat. Here's a screenshot of the chat session. 

Update Oct 26, I sent the casino a new set of pictures for verification on Oct 19 and still no response.  I don't believe they are going to pay my winnings they have used every excuse. The casino rep made my case a top priority it hasn't help at all. 

Oct 27 I'm done with the casino and casino rep both are worthless. I'm now going to warn every person who makes a deposit with the casino DON'T DO IT!   I'm closing my account and writing my losses off. My best friend told me tonight this is what happen to him and he still has $2.000 in the casino he can get out because they won't accept his drivers license. I'm the sucker here don't you be one as well. 

I totally hear you, even if no one else does. My situation is completely different, but with the same distrust. This casino is off the charts untrustworthy. They don't follow the rules. I, too, have had no response. I truly think that the only thing we can do is report them to the government. I have a letter drafted to the US Attorney General (where my brother happens to be a deputy and he has said "if they don't comply, we'll get involved" ).

They have no remorse. 

It the 1st casino that hasn't accepted my drivers license.  Good luck to you but this isn't worth $250 to me.  I hope everyone stays away from these crooks. 

Thanks for the update. The casino rep says that he couldn't influence the validation of your documents but he added your case as a priority. Please be a little bit more patient until you get the info from them. Hope your docs will be verified soon. 

@Elbow1017 - the casino rep will get back to you as soon as he gets the answers from his team. 

Dear forum more than a week has passed the representative did not answer so,I ask you to send a second appeal ,if there is no answer please add this casino to your watchlist

Thank you for understanding

I agree. This is ridiculous. Completely ignored. This casino is dirty. 

We'll send a reminder to the casino rep. Keep you posted. 

Hello Basta,

This thread is for Sloto Cash and Miami Club complaints only. Please post in the relevant thread and I'm sure the casino rep there will be in touch.

For everyone here waiting for an answer from myself. I apologise but I'm still chasing up your requests and issues.

dear administration of the forum so where to write my complaint which branch?

or have you already transferred it?if yes, please send a link to the complaint

What casino do you want to post a complaint to? 

Still no response or refund. Slotocash is ignoring all responsible gaming rules and regulations. I have submitted the information to the CFPB and FTC. 

Hi Elbow1017,

In one of your posts you stated this:

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?

The casino rep asked you to send the evidence to him via PM. Did you do it? 

I did. And have still had no response. 

Thanks, Elbow1017. Could you please private message me the evidence so I can take a look at it?

Hi, I have a very minor issue compared to the various withdrawal issues.  In short, I can never redeem a bonus code at Miami Club Casino.  For example, this past month I deposited 35.00 on 1/26 and then 25.00 on 1/30 and 25.00 on 1/31 and yet even after those deposits I am unable to redeem a free spins bonus code.  Perhaps i have to get to the next level? I mean I am not really complaining but i would like some clarification on what I need to do in order to redeem a free spin bonus once in a while.  My username is christ344.

Thanks in advance!

Actually I just realized I also made the following deposits. 12/22 - 50.00 / 12/24 - 25.00 plus the two already mentioned.  And I have still never been able to redeem a free spin bonus.  IT just seems like with my deposit history i should be getting some sort of free play. 

Hi Christ344y,

We're going to notify the casino rep and ask about the bonuses you are eligible for. 

So deposited again last night and checked this morning to see if maybe Miami Club might throw me a free spin or somerthing.  Nope, sorry there are no bonuses you are eligibile for at this time.  Most casinos give you at least one bonus between deposits.  I make a new deposit and the next day absolutely nothing. OF course I got offered the deposit bonus but that's the whole point, I just deposited last night! Very frustrated.

Hi Christ344y,

At the moment your account shows you have made 5 deposits, claimed 8 deposit-related bonuses, 7 free bonus coupons, redeemed points, won a tournament prize (congratz!), and received another comp bonus from the support team. This is essentially the max bonus you can receive at your current Flamingo level. To level up you need to earn 25,000 Miami Club points, your account will immediately level up to Downtown where you can then access more free offers.

You can find all the details about our club levels on our site.

To earn points at a faster rate, take advantage of games that have promotional comp points multipliers.

I hope that answers all your questions :)

I don’t where you get 8 bonuses unless you are  counting deposit bonuses.  And those I received that were no deposit were all given BEFORE I started depositing but as soon as I started depositing I haven’t seen any.  I mean I still love your casino but I do feel I was warranted some comps I haven’t been getting.    And just last night I leveled up actually while winning very nicely on Mine All Mine.  I posted my first withdrawal with you guys last night.  Also, with the generous way the rewards points are able to be used and how fast they accumulate I don’t think those offers are that important.  
 

Yes, I won on Slotocash yesterday. I know it will be the weekend plus 3 days before I receive an email about my payout request. Then another 3-5 for bank wire. I have cashed out before and sent all documents. My concern is that they will want a document again and it will also prolong the payout.. is there any way to speed up the process? I shouldn't have to send anything else as they have paid me before in the last year. I'm not sure what takes so long. Thanks for any helpful information 

Username MI0280590048 zealotlove 

I was 4 cents short from flamingo status I guess but I had paid using crypto and apparently with the extra fees to deposit which I dont know how when I paid extra to avoid that issue. I asked for consideration to be able to enjoy the flamingo status I was told I must deposit atleast 25 in order to qualify to the level of flamingo. 4 cents short...And no consideration...I frequent and deposit at sisters and they were able to accomadate just not here...

Hi Zellemamaflyazz,

Thanks for sharing your experience with us. We'll notify the casino rep and see when you are eligible to join the flamingo status. 

Hi Zellemamaflyazz,

I'm afraid there's nothing we can do. You will need to deposit more to meet the required threshold for Flamingo level. We cannot manually adjust player levels. Once you have made another deposit and met the minimum requirements your account will be automatically upgraded and you can take advantage of further free bonuses etc.

Please note Miami Club doesn't charge any fees for depositing

I come to you today in hopes of you can provide me some assistance because I have attempted to communicate with Slotocash representatives in multiple occasions without getting any delayed and it takes an average of 3 weeks to get a response and very vague answers without addressing any of my answers.

Iam embarrassed and ashamed to admit that I have spent thousands of dallors depositing into Slotocash casino without ever being able to successfully receiving any winnings in return. The times when I actually get lucky and  build a positive bankroll I end up losing because I lack discipline and end up losing everything. my actions are my choices and I have to accept responsibility.

Finally i was lucky enough to win a small amount and told myself this time I’ll stop and request a withdraw.  After 72 hours my withdraw request for 1475.49 $ was denied by Slotocash and their explanation was because they needed to verify my identity. My account and identity was already verified back in 11/30/20 and I had saved the document of their approval acknowledging my identity.

After providing them the document they refused saying my passport recently expired in 2022 January and they need to reverify my identity.  I reminded them that my passport that recently that expired is the same exact passport they accepted back in 11/30/20 and was valid at the time which made me confused because my identity has already been confirmed and a ID That recently expired does not magically change the person.

I pointed out to them that there terms and condition under

 Fair Gaming and Security 

 To verify the identity of our members, we employ a tried and tested security procedure when processing new player transactions. As part of this process are to provide some or all of the following information:

• A photocopy of your current photo ID such as a driver's license or passport.
• A photocopy of each credit card (front and back) you use or intend to use at the casino.
• A photocopy of your credit card statement/s (showing your name, address and credit card number).
• A signed authorization release for each credit card used at the casino.

These procedures are designed to ensure the integrity of all electronic transactions, purchases and withdrawals made within our system. We appreciate your understanding in this matter and apologize for any inconvenience caused.

There fair game and security section t&c specifically state

these procedures are required when processing New Players. Iam not new player and there is not anything mentioning that documents are required to be kept up to date. I also provided them proof on 11/25/21 there representatives Cassie called my house because I pointed out there was unauthorized charges on my credit card by their processor. I know it’s from Slotocash because the process name is the same name as the  other Slotocash charges. We gone over my credit card they had on file, bank statements, account history, and contacted the bank so they can hear my bank confirming. They continued to deny and I told them I’ll just canceled the card. That was omn11/25/21 which is 5 days before January 2022 which is when my passport expires. So how does it make any sense that they need to verify my identity when your own representatives called my house to talk about my bank card, bank statement? It’s obvious Iam Henry Xe.

I also joined Slotocash customer service chat line as a guest because I wanted a genuine response without any bias answer. I asked the representative how often does a person have to submit documents to withdraw and they said only 1 time. They refused to process my winnings, so went to the DMV to renew my driver license because passport takes too long.  Slotocash said they will accept my temporary driver license if I can provide a receipt and I went ahead and submitted. It has been 15 days and they said they are still reviewing it.  It’s a simple document and the same amount of time it took to reply they could of verified. I left my withdraw request in the cashier for pending for two reasons.  When this gets resolved I don’t have to wait another 72 hours process and my balance will be kept zero so i won’t be tempted to play. However they manually canceled my pending request.

Furthermore if my expired passport was truly an issue, they should of followed their terms and condition because it clearly states that these processes are design to ensure the integrity of both purchases and withdraws however I have made multiple deposits since my passport expired and never once did they block or restrict my account from making deposits. It's only when I wanted to withdraw. So what happen to fair and  integrity? If verification was truly an issue you should of requested verification and block my deposit as your terms and condition said it's for both purchases and withdraws.  Ill answer that for you, because blocking deposits would mean you prevent money from entering. The truth is deep down my identity was never and issue when money is coming into your establishment it's only an issue when you have to pay.  

Also you guys sent me an email requesting my temporary driver license and I have submitted it but yet no response for over 2 weeks. I finally get a response yesterday saying they are still reviewing it. My question is what kind of reviewing process are u guys doing? It's a simple document. You pretend like this is reviewing a final exam or S.A.T test to determine which college I'll be accepted. When an officer pulls a person over it takes 5 seconds to look at a document to see if it's valid or not.

But it's been two weeks and you give me a response saying we still reviewing it. It would of taken less time than sending me a response telling me it's under review. We both know deep down what's going on. I really enjoyed playing at slotocash, I didn't understand what ppl were talking about these malicious intentions until I experienced it myself. 

i would like me. Sloto to address and respond to each and every points instead of giving a vague answering like I been experiencing dodging my questions and concerns. 

Here are some document i wasn't able to add from earlier post.I would also like to add it is also unethical for casino to try and convince a customer to cancel a withdraw by offering special bonuses when they requested a withdraw. It is also unethical what they did in my case was manually canceling my withdraw which is way worse than trying to convince.  have to wait longer and taking advantage of my gambling habits

heres the link

-REMOVED-

(Third Party links not allowed as per our T&C)

Hello Shuby415,

Sorry to hear about your withdrawal issues. The whole verification process seems to have dragged out for way too long. Could you please advise us with your SlotoCash Casino Username? Feel free to private message me the details. We will reach out to the Casino Rep to escalate this complaint. Thanks. 

in my opinion I don't think have to submit any documents for verification because my account was already verified.  I only submitted it because I wanted to see if that was truly their concern or if they continue to play me like the violin. I don't understand why they treat me like this, it's really messed up.

here is an email I received the processing team attempted to edit their terms and conditions to suit there situation, however I already took a screenshot of their terms the day my withdraw was denied. 

Hello Shuby415,

We have received the details via private message. We will reach out to SlotoCash Casino Rep regarding your situation. Keep you posted. 

One very important factor in point I would like to address is that Slotocash head no justification withholding my winnings.  I was not required to provide any additional documentation that includes my temporary driver license. 
 

Their Verification Terms ( fair gaming and security ) clearly states We employ these  tried and tested Procedures when processing new players. I am not a new player and nothing in there verification terms mention or require that documents have to be kept up to date.

I have a gambling issue this is Something not to be proud or brag about. I have a lack of control and i have to accept responsibility. However the one time I did was able to restrain myself and follow through with my withdraw, Slotocash just could not allow a customer who deposit ridiculous amount of money into their establishment they will not allow the customer to retrieve some of his funds back So they went ahead and withheld my money without any in justification in addition manually canceling my withdrawal request. 
because of those factors and the additional unnecessary 24 days I lost everything.  
 

Slotocash has no compassion and committed unethical predatory practices against their own loyal customers.   All those loss deposits I have made thousands of dollars I did not blame anyone but myself and accept my responsibility.  However if slotocash expect others to accept responsibility for their own actions, you Sure as hell  Iam expect the same from Slotocash.

The International gambling control board and their respective counter parts have ruled these actions and tatics committed these casino as unethical, predatory, and illegal.  I want to include links and documents however it is against Lcb terms and condition, furthermore The King was nice enough spare me the first time I don't want to Breach their terms and agreement otherwise I would be a Hypocrite.

Ms. Sloto why are you avoiding me?

King Nemo, you dont have to apologize. Iam the one who should be saying thankyou. If it was not for you and your fellow people ppl like myself voices would not be heard. I don't think Slotocash is completely rogue but their actions against me were wrong and predatory

Ms.sloto

i been waiting for a response for 3 weeks now. Can you address my concerns or should I post here 

Hello Shuby415,

We understand this is a stressful period for you and we will do everything in our might to provide you with closure. We have reached out to Slotocash Casino Rep and we are waiting for a response. The moment we receive any details regarding your case you will be notified on this forum thread. Keep posted. 

Hi Shuby415, At this time nothing has changed since we last spoke. We need valid documents (i.e. not expired) to verify your account. As previously mentioned,it's common for the risk department to re-request verification after a lengthy period of time such as 1-2 years,or if a player's documents have expired. These security measures are in place to protect players and the the casino from fraud,money laundering and other types of criminal activity. Please send in the requested documents so we can transfer your winnings.

I LOVE IT MUAHAHA, here's a quick tip next time you gonna go ahead and lie make sure that you have all your facts straight. because pretty much each and every single time I have requested a withdrawal I have encountered some sort of delay an excuse.  Yes believe me I save every document.

SO u said very 1-2 years a verification is needed right? I signed up about two years ago and look how many times you guys deny my request.  CASE CLOSED

and by the way next time please address each and every concern your customer mix instead of giving such a general response. usually usually a sign that someone is unable to I properly address an issue. I will also include the email that I wrote last night and was going to have Lcb representatives send to you. Once again please make sure you address every single issue the first I would like to show you how many times you guys denied my withdrawal. Like I said I been with Slotocash about 2 years.  
 

I can only attach 4 document per response.   don't you worry once you respond I'll be able to add more. It's going to be great I'm going to save this to show the world how many times you guys the deny.  LOL

I been with sloto 2 years

Really verification every 1 - 2 years huh?  I been with Slotocash for 2 years. You want to see how many times you guys have delayed, deny, use this BS excuse since I been here? I'm dying to see what lies you are going to come up in responding to this. You may have paid casino meister for protection, but jswqzs.comanization actually have morals.  I don't like to destroy other reputation but if you continue to BS and lie I'll expose and let the word see how u contradict and lie.

LCB COURT IN SESSION 

please raise your right hanf

Do you swear to tell the truth ,the whole truth and nothing but the truth in so help you god? Any lies starting from here will display you, Slotocash, families,

are bunch of dirty unethical human beings. You have nothing to be afraid of since you're telling the truth right?

I already just caught your ass in a lie so in my honest opinion I will be careful about what I say starting from here because I have a lot more saved UP my sleeves.

I been with Slotocash for 2 years , please explain these documents I have here of your delay, deny, cheating tatics each time I requested a withdraw 
 

I don't understand this, I genuinely believe Slotocash was decent casino, I know you guys have done the right things before. For whatever reason this is not how u should treat someone who's been loyal to you guys.

iam not shamed and I'll upload how many times i deposited here. My birthday is in two days Iam broke and my 5 year old comin to visit me guess what I can't even bring her out to eat.

so if your going to keep playing me like a violin I'll make it my goal and expose this to the entire gambling world.

i spoke to a couple gambling commissions and have got their comments about what they think of slotocash.

I'll let this go if you do what is right but you please keep playing dirty i got so many documents ready that it's going to knock you so hard you will feel it coming out of your screen.  

Hi Shuby415, 

Please be advised that Slotocash Casino Rep has responded and kindly advised for verification of up to date valid documents. Until you do provide this for them it seems they won't accept your withdrawal request. So please do renew your passport and/or drivers license as soon as possible.

Note: There is only so much we can do on our platform as we are not the Casino itself. We do escalate complaints and contact Casino Rep to bring it to their attention. But once a clear response is given. There is not much more we can do. Hope you understand. 

Warning: Please refrain from spamming on our forums, say what you have to say in 1 or max 2 posts or else a ban will be in place for excessive spam.

Hi Shuby415,

I have received an udate from the risk team. Your temporary driving licence is acceptabe. However, please note it expires May-26-2022 and you will be required to submit the actual ID card (and Photo Holding ID if required) to receive payouts when it does.

Did you know that multiple gambling commissions and regulatory authority have agreed that rogue casinos are known to intentionally delay, deny, disregard, and abuse the verification process in order to prey on gamblers who have addiction to gambling and have a hard tine controling themselves? It is not only unethical but it's illegal implement unnecessary verification or offer bonuses during pending, in order to reverse the withdraw process?  Not only did you guys withheld funds from a person who is in fact henry xe.

when my withdraw was first denied i purposely left my withdraw pending in cashier for two reasons.

#1 so I wouldn't have to re-initiate a withdraw request and go through the additonal 48-72 hrs period 

#2 it clears my balance leaving it zero, so I wouldn't gambling my winnings away because I have a gambling addiction .

however you guys manually canceled it

I submitted my documents as Slotocash requested for my temporary license and it took over two weeks to process it. After two weeks I received an email saying they are reviewing it. What kind of review and process are you guys doing?  This isn't a final exam or S.A.T. Test it was 2 pictures of a simple document.

that's called intentional predatory unethical casino practices.  So you guys manually canceled my pending withdraw.  After almost a month withholding my funds and canceling my withdraw I succumb and lose my entire winnings.

MISSION ACCOMPLISHED SLOTOCASH WINS

so ill slotocash response to the customer:

Unfortunately you Gambled your winnings away and we cannot be held responsible for your actions. We only withheld your money without any valid justifications and prayed upon your addiction for almost a month and you eventually succumb to your own actions so for that we cannot be held responsible.  Sounds about right?

if slotocash expects their customers to except responsibility for their own actions you sure better believe iam going to expect Slotocash to take responsibility of your own actions.  
 

so I'm still waiting for your response as to why there are so many verifications for every withdrawal request that I have requested? I only been a member for 2 years but yet there have been over 6-7 verification required.  And those times my ID wasn't even expired it's just because you guys wanted to verify me again. 
 

Plus you manually canceled my pending which is illegal everything you did was illegal.  
 

so what iam suppose to do? I'm going to assume Slotocash acted in a ethical professional manner by with holding funds from this customer who is in fact henry xe, and made him wait 2 weeks to accept a simple document , cancel his pending so he can lose everything.

please explain why you guys have made me go through multiple verifications and everything I have posted here. ignoring each valid concerns and give me an answer.

Wait if you required my driver license in order for my payout, then why did you guys request my temporary license in the first place? Hold up, did you implying that my temporary license is acceptable just so you can proceed to tell me my driver license is needed?

if my temporary is acceptable then why haven't you process my payment? 

I'm completely blown away at slotocash casinos logic,

I pretty much lost hope. At the very least I'll have these communication as a record. If they had valid justification 

they would of answered however because of these valid concerns it will take some time to think an answer to validate their actions.

Apparently I can only play the tournaments on the download version of the casino, because they are not available on the web-based casino. I've been having a lot of trouble with the downloaded version of the casino. I am frequently kicked out for "inactivity" during the middle of playing in the tournaments. Now last night, I went to play & the downloaded version looks different like there was an update. I login & go to the tournaments, but when I push to play it takes me to the actual slot game & not the tournament I bought into. I tried uninstalling & reinstalling to see if I could get the old version back, but it didn't work. How am I suppose to play the tournaments?

Hi stish, 

Have you contacted the casino support and let them know about your problem? They can help you.