Slotocash, Miami Club Support and Complaints Thread

Hi Clayton, 

Thanks for your message and valuable feedback. I'm sorry to hear about the delay with your withdrawal and your recent experience. I received your details from MelissaN and will see what we can do. 

Best regards, 
Ms Sloto

Hi Again Clayton, 

We've added a $100 free chip as a token of appreciation.

Hope this eases your frustration somewhat. There are times when we experience a huge increase in payments and complaints at the same time. Due to the high volume we're trying to get through them as fast as possible. 

Best regards, 
Ms Sloto

I am very confused by this casino group and how they hate winners. I won a jackpot a couple months ago for $8700 USD on 75 cent bet.

I was paid $2500 a week til I got the money but then I was totally bonus banned across the entire casino which I find super odd.

So we get punished for winning?

Super weird. 

I havent deposited since because I want to be treated as a player, not as their personal ATM machine.

Hi WilliamDafoe,

Thanks for sharing your experience with us. We'll ask the casino rep to comment on this. 

Hi WilliamDafoe, 

Can you please PM me your username?

Ms Sloto

C'mon, Mr Sloto, your generosity underwhelms me...;-(

You obviously think I'm stupid if you believe a $100 free chip with a $3000 playthrough is going to somehow magically make me feel better about having several thousand dolars stolen from me by a scam casino who refuses to accept legit documents that have been accepted for identity verification at several other major online casinos (Ignition Casino, Cafe Casino, Uptown Aces, and Grande Vegas)

Even if I did get thru the $3000 playthrough, and had up to $500 in "withdrawable cash", YOU REFUSE TO ACCEPT MY IDENTITY DOCUMENTS SO I CANNOT MAKE A WITHDRAWAL, SO WHAT THE HELL GOOD WOULD IT DO ME!!!!

I'm very disappointed and a bit stunned that you're just continuing to BS me about the ridiculous and UNCONSCIONABLE delay in processing my identity documents so I can make withdrawals. You are acting just like all the Slotocash customer service reps, who are unfailingly polite and pleasant as they feed me load after load of obviously untrue crap, and my identity documents STILL remain unverified after 6 weeks now.

So much for "great customer service" and "fast withdrawals", Mr Sloto-Pinocchio!

Please dont offer me any more freebies or bonuses or apologies for the nonsense delay...JUST GET MY XXXX IDENTITY DOCUMENTS VERIFIED and maybe I will consider making another small deposit and see if I can win a little and then make a test withdrawal

Clayton Browne

Just checking in to se if there was any response here as I just checked at SlotoCash and saw my identity documents are STILL not approved almost 7 weeks from when I first submitted them.

With this lengthy a delay, no excuse is possible. You are either scamming me by refusing to approve me for withdrawals, or Slotocash management is criminally incompetent and/or unable to retain capable employees to do the day-to-day work of operating a casino.

Unfortunately, I also note that LCB.org is still recommending Slotocash casino to unsuspecting casino players despite the fact they are clearly scamming me and several other players. Just why Slotocash chooses to pay at least a few folks and then decides to scam others is beyond me...I guess they want to pad their profits beyond the 4-6% take from their games.

At any rate, given the ongoing and worsening pattern of player abuse by Slotocash, and the non-responsiveness of the casino rep to my problem and other folks' problems, seems to me it's time for LCB.org to BLACKLIST Slotocash Casino.

You gotta play hardball with scammers, or they just ignore you and keep on scamming all the new clients driven to them by LCB.org. That is a major ethical lapse on the part of LCB.org that needs to be rectified immediately...

IMVSO, if LCB is willing to tolerate this scamming of clients by Slotocash indefinitely, then the integrity and independence of the whole organization is thrown into question...

Clayton Browne

Hi SkippyShark,

We never had issues with SlotoCash and its sister brand. If there were complaints the casino resolved all the issues. I agree that it takes too long for the verification. We're going to check with the casino rep what's going on. 

Eight weeks and counting on my unresolved issue w/ Slotocash.

They don't owe me any $, and I won't play there again until acct is approved for withdrawals, so Slotocash can refuse to approve my legit ID documents till hell freezes over as far as I'm concerned, but it does prove Slotocash's claim of great customer service and fast payouts is a RIDICULOUS LIE!

I had $700 and was ready to withdraw when submitted verif docs, but after a week of waiting for something that should take 10 minutes, and the BS already flying from their customer service agents, I went ahead and gambled the $700, and it was gone in a few days.

Beware SLOTOCASH...they have a plan to turn "slow pay" into "no pay"!!

Clayton Browne

Hi SkippyShark,

I understand your frustration. We are still waiting for the casino rep to get back to us regarding your case. However, we know that their verification process is stricter than it used to be and that all docs have to be clear so they are accepted as valid. 

Did they state the reason for not accepting your ID docs?

Yes, as I stated in my initial post, all of the required documents were submitted to SlotoCash as high-quality color images.

Also note these exact same images had already been accepted for identity verification at five other casinos (incl. Uptown Aces, a "sister" RTG casino of SlotoCash).

The initial reply from Slotocash about my verif document submission (aside from auto-reply) was 8 days after I submitted the docs. The message said no cropped images (image of a recent utility bill had been cropped to reduce file size so could be attached to single email for verif at another casino), and please resubmit high-quality images of all documents.

I politely but firmly replied HORSE HOOEY to the claim the images were not clear and easily read, and submitted an uncropped image of my most recent City of Austin utility bill four days later when the December bill arrived in early Jan.

Then no reply for around three weeks!!! I sent several emails inquiring on the status of my submissionand received no response.

When I finally received another EXTREMELY BELATED reply, it was to ADD YET ANOTHER DELAY TO THE PROCESS by requesting an image of me holding my driver's license up next to my face.

If this face/drivers license image had been requested in the initial instructions about identity documents from SlotoCash, I would have of course complied (even tho the verif process is def approaching "over the top" from any reasonable perspective).

But to tell me now, well over a month after starting the process, that "oh yeah, you ALSO need to jump through this hoop before you can make withdrawals" IS CLEARLY AND UNEQUIVOCALLY AN ATTEMPT AT "SLOW PAY" BY SLOTOCASH, and I became very upset. 

My angry reply highlighted I would be making complaints against SlotoCash for "slow pay" at all online casino review websites, and also contacting the regulatory government agency under which they are licensed to file an official complaint (which I have done).

Also note that EACH AND EVERY ONE of my emails, starting with the second message, I requested that this message be directed to the attention of customer service supervisor as it was an urgent issue, BUT I WAS IGNORED EVERY SINGLE TIME!!!

There is no getting around this CUSTOMER RELATIONS DEBACLE or making excuses or any other possible nonesense about being "too busy".

In my case, not only has the ball been dropped, it's BEEN DXXX WELL IGNORED for nigh on two months now!!

Clayton Browne

PS Melissa, I want to apologize to you personally for the angry tone of all of my messages. You have done nothing wrong, and I def do appreciate you taking the time to act as a go-between for me in this unfortunate situation.

No problem at all, SkippyShark. I understand your frustration. Sorry to hear you are having this kind of issue. 

We've let you know as soon as we hear from the casino rep. 

Hope it will be sorted. 

Just checked my account at Slotocash, and I'm still not approved for withdrawals, nor have I been contacted by a Slotocash rep about this issue here at LCB.org or by email.

Why Slotocash has refused to process my valid verification documents (that have been accepted at five other casinos!) for over two months now is beyond me (a five minute job!), but the fact is, they continue to ignore me and I still cannot make withdrawals.

SkippyShark

Hi SkippyShark,

The casino rep told us that they contacted their team and they will get back to us once hear from them. We'll keep you posted. 

Need some help please! I have been around online casinos for a long time and seen some unbelievable behavior from some of the worst rogues out there, but Miami Club was supposed to be safe---THEY ARE NOT! Last night I deposited $97USD to my account and I used the 100% deposit bonus "PISCES".  I verify that there is no max withdrawal and ask about bet max restrictions on live chat and I'm told $10 max bet. Great....I now am ready! Then I open a 5 line 3 row game at a dollar denomination and I press "bet max" for a $5 max bet.  Well, it had a coin multiplier as well so when I pressed max bet it bet $15 and not $5! Luckily I didn't win anything...i just lost $15 on the single bet.  So I immediately contact support and tell them I had accidentally bet $15 on my very first bet and that I know the max bet is $10 for the promotion so I wanted to make sure everything was ok before I bet anything further---but it's miami club...they are reputable right? They would see that I made a mistake and I gained nothing from it(I even lost $10 more from it because my intended bet was $5..no loss for them. Just for me)and clearly I was trying to be honest and I had only made a single bet since depositing. It was no big deal.  WELL, THEY HAVE MADE IT SUCH A BIG DEAL THAT I HAVE WASTED HOURS ON LIVE CHAT AND ALL THEY SAY IS "A NOTE WILL BE PUT ONTO YOUR ACCOUNT STATING YOU MADE THE BET ON ACCIDENT SO IN CASE YOU DO WIN, THE APPROPRIATE DEPARTMENT CAN SEE THE NOTATION AND THEY MAY BE ABLE TO MAKE AN EXCEPTION AND ALLOW YOU TO CASHOUT BUT NO GUARANTEES" 

so I ask if I can cancel the bonus..."NO"

Can I speak to a manager that can give me some assurance? "NO" 

IF THEY HAD ANY DECENT INTENTIONS THEY WOULD NEVER BE DOING THIS! 

I bet $5 over the limit on a single bet on complete accident and won nothing and reported it immediately---and they are using that as an excuse to take my money and not pay me any winnings going forward. 

And to top it all off when I ask if they can just refund my money I'm told that requesting such a thing may get my account CLOSED!  So threats on top of everything else. And as of this moment I still haven't made another wager. They have ruined my weekend because I can't even play with my money or get it back. It's HORRIBLE. PLEASE HELP!!!

Elliemac2019 is my username and my account number is MI0111708900

Thanks

Sorry to hear about your problem, Elliemac2021. 

We're going to notify the casino rep. Keep an eye on this topic. 

Hi Elliemac2021, 

I spoke with the team and they said they will be able to make an exception in this instance, and that a payout request from this deposit and bonus will not be declined due to the $15 wager recorded on Feb 21 2021 at 03:02:38 EST.'

This should have been communicated to you Elliemac? If not I apologize!

And thanks for bringing it to my attention so I could ensure there's no ambiguity in our response to you. 

Good luck :) 

Yes they finally gave me the greenlight on live chat session number 4 or 5 and about 6 hours of my time wasted. But thanks for the help

Sorry to hear you spent so much time but it's important your account has been verified now and you can withdraw your money.

Just checked at Slotocash, and I'm still not authorized to make withdrawals...sigh

You can now add another 12 days to the multi-weeks Slotocash has been delaying approving my identity verif documents. I seriously doubt that it will ever happen at this point.

SkippyShark

Have they contacted you, SkippyShark? 

No

Okay we'll check again with the casino rep. 

Hi SkippyShark I hope you are well. I can see we're still waiting for a copy of you holding your ID. An email will have been sent with the details 

Best

Ms Sloto

good morning gentlemen i always stayed anonymously here on the forum, but i can't take it anymore, this which i will report to you already happened a few times with me and axo absurd ... some casinos ask us for documentation, we send documentation, they ask to take a selfie so far so good ... after all this ask for another document? I can't understand ... to play in an online casino do I need to have my country passport, ID and driver's license? how does an ID issued by my government agency not serve to verify my account at an online casino?

yesterday it was MIAMI CLUB CASINO's turn to DO THE SAME THING.
I'M VERY SAD AND SERIOUSLY THINKING NOT TO PLAY MORE

HI javierchavez,

Yes,I do agree with you that the verification process starts to be tiring these days and it requires lots of documents. You should always read casino T&C and check what you need to have in order to withdraw before you start playing there. What documents you have sent so far? You need to send all they ask for in order for them to verify your account. We can check the status of your withdrawal with the casino rep too but you need to send what they asked for. 

I sent my ID and proof of residence ... as I already had the selfie I sent it too, because I won in another casino too ... which already paid me ... it only took 2 days (Win A Day) this is one very serious casino.

I see. However, have in mind that each casino has different requirements when it comes to the verification process. Please private message me your casino username. We'll ask the casino rep to check the progress of your verification process. 

it's like I said, in the complaint Melissa ... for you to play in some casinos here you have to have (passport, driver's license and identity card) if you don't have at least 2 of these documents this can happen to you ...
I ridicule this

I see your point, javierchavez, but these are the rules. We received your account details and notified the casino rep. He'll post his comment here. 

Hi Javierchavez, 

Anti-Money Laundering (AML) guidelines around KYC (Know Your Customer) are extremely clear and quite rigorous. In order to be compliant, certain documentation is required from players in order to transfer funds. Unless your documentation meets those requirements we can't proceed. 

I understand our cashouts team has been in contact with you and explained what is required. As long as your documents meet the requirements they can be accepted, so please be sure to follow the guidelines and if you are in any doubt you can speak to them to ensure the documents you send meet the criteria. 

good morning sir sloto how are you? No, your team did not explain anything to me, I only really discovered what you wanted when I contacted you via chat. I was simply asked for other documents, as I said, this has already happened to me in other casinos and it is revolting, because what I suppose is that I need to have as many documents as possible to be able to play in online casinos, I think absurd.

Just fyi, I submitted all my identity verification documents to Intertops Casino Red on Sunday night, and they were approved 18 hours later (and no "selfie holding my driver's license" was required)!

Therefore, I choose to NOT WASTE MY TIME submitting a ridiculous, pointless selfie to Slotocash casino given it took over a month to "almost approve" my identity documents so I could make a withdrawal....lol

BTW, there is NO MENTION of the requirement for a "selfie holding up your DL" anywhere in the terms and conditions on the Slotocash website.

Never mind that the requirement for a "selfie holding up DL" was not brought up in my initial email exchange regarding my ID documents, and was only mentioned weeks later when I finally got a response to submitting an uncropped copy of my most recent utility bill to verify my address...

Adding on an extra requirement for verification at the last minute like that REEKS OF A "SLOW PAY" SCAM, where you just keep making up new reasons to not approve my documents until I get tired of the run-around and give up...so you win, Ms Sloto, I give up. I'm not wasting any more time on this subject...and I will be depositing the several hundred dollars a month I was depositing at Slotocash at other casinos...;-)

Clayton Browne/SkippyShark

PS Btw, I never received an email from Slotocash following up on this subject...surprise, surprise...

Hi SkippyShark,

Thanks for letting us know. We'll double-check with the casino rep once again what's going on with the verification process. 

Just to update the case ... my driver's document came out and sent it to the casino, which asked me for further proof of address ... i also sent it and finally after several days they checked my account. then it started to make things worse ... I made the withdrawal request ... and the casino canceled, claimed that the maximum withdrawal would be less than what is shown here in the LCB bonus ... instead of 150 $ they said that the maximum withdrawal would be 100 $, as it is a free bonus I didn’t even complain, I made the withdrawal again and the casino canceled the withdrawal again claiming that I would need to make a deposit, I made the deposit on the 23rd, 25 $ I played my deposit and requested my withdrawal for the 3rd time ... on the 26th for the 3rd time the casino canceled my withdrawal, claiming that I needed to make a deposit, since the deposit had been made 3 days ago ... summarizing up to the present at the moment the casino has already canceled my withdrawal 3 times I am in the 4 withdrawal process, and apparently they have no interest in paying me or if they want to delay as much as possible to see if I give up my money.

I look forward to an inspection at the casinos of this group as well as, Richpalms (Superior) and CasinoMax ...

Thanks for keeping us up to date, javierchavez. We'll notify the casino rep about your post and see what happened. 

Hi there, 

Your withdrawal was processed March 30th at 12:49PM EDT.

I've had an awful experience with Slotocash. This has happened on two separate occasions playing the exact same game where the game malfunctioned and the first time I was pretty much blown off by slotto cash support in every possible way, and the second time I wised up and took their advice and made sure to get screenshots of before and after placing the BET to prove that there had been a malfunction and I am still getting very poor customer service in a resolution to this current. Not only a resolution, but any information from them whatsoever as to what to expect who is going to take care of this and how to proceed and it's absolutely unacceptable. It's supposed to be fair gaming for the player as well as the casino. This may be a long read but this is the email that I sent to them on the first occurrence of the game malfunctioning after I was basically dismissed.

On 4/17/21 I was playing Megasaur and I had a total of I believe 3 bonuses, the last of which was a feature guarantee where if you haven't hit a bonus in a while it guaranteed you one within so many spins. The game told me I would have a guaranteed spin in 25 spins, however.. it only spun 12 times not 25 and I did not hit 3 volcanos to initiate the spin, I thought it off. The bonus was over, and I continued to play. The majority of my play, my bet placed was $1.25 , I did however place some bet spins at $2.50 and briefly at the $5.00 range too, but had gone back down to $1.25 where I was at for a while, such a long while it made the feature guarantee pop up! So... After that bonus I saw the game malfunctioning. My bet was set at $1.25 but everytime I hit spin it was deducting $5 incriminate at a time. I saw it once, thought I was seeing things, hit spin again, it did it again,I started freaking out, hit it a third time and again in took out $5 . In my state of pure horror, panic, and in a hurry to get help I did not think to take a before and after screenshot of my balances. I immediately went to the chat customer service and waited 10-15 min till I got Adam. Adam was dismissive, I was very upfront about the amount of money I'd been betting and how my play went. He asked me for the game ID all I had was the name of the game, he asked what time was the discrepancy, I said I'd been waiting approx 15 to speak to him so it just happened 15-20 min prior, he asked how much money I had when I noticed the discrepancy, I remembered lowering my bet after it dipped below $800 back down to $1.25 and Adam indicated his records showed this, which is where I feel the malfunctioning started because of the fact that the feature guarantee didn't even spin 25 times before starting so I know there must be some abnormality shown in my play. I wasn't taken seriously despite my request for technical support. I asked multiple times for technical support and was only transferred to Tyler who refused to escalate my complaint unless I could provide screenshot of my balance before the spin and then again after the spin to prove what had happened, I don't want to play anymore after this. I have screenshots of the entire conversation between myself and Adam and Tyler and I feel I was treated so poorly, so unprofessional, and I'm still very upset. I was told multiple times to just keep playing using the screenshot method, this is what I was offered as a solution after Tyler indicated he couldn't reproduce my same error on his end. 

Adam asked me if I was sure my game wasn't on autospins so it's either I'm too stupid to realize I have a game on autospins or I'm lying to get my money back, which I'm not a liar! I'm a depositing customer who plays with you often, but will not be any longer because of how poorly I was treated and how dismissed I was in my requests for escalation. I know what happened. I'm not senile. I'm not imagining things. I don't have any mental health disorders, I'm telling you, I had my bet placed at $1.25 and the game was spinning and taking out $5 per spin and I don't know how long or how much it was but it happened while playing Megasaur today and I am positive I wasn't on auto spin and I'm positive it was happening!

Your terms and conditions clearly state in the event of a dispute the technical support team should be handling it yet I was told I couldn't speak to technical support. I was also told you don't have a phone number, I was also told by Adam that he showed me placing bets at $1.25 which I say yes I was, but it wasn't taking out $1.25 and Tyler on the other hand says his records show I was making $5 bets!?! 

So I want to know what you guys need from me to close my account with you. I'm a member of lcb forum and I'll be reporting this incident with them as well. At this point I think I'll just take my chips and go home, and I just want you to know I've never been treated so disrespectfully in my life. You are discriminating on me I feel because I am a woman and I feel like I was totally dismissed, and I'm enraged by that kind of treatment and am disappointed in the world we live in and how your crew see's fit to treat me.

Then it happened to me again on 4/24/21,

This time I got screenshots! I provided them to slotto cash and a week later I'm just now getting a email response from them that is very bottom of the barrel in terms of what is going on or what to expect from them at this point. They basically said a senior member is investigating this and they will contact me when they have an update. I wrote them back asking very specific questions such as can the senior member who's investigating this contact me do they not have questions for me? What should I expect when should I hear from you again? Am I able to play with my current balance without inadvertently causing a problem with your investigation and/or  unknowingly forfeiting getting my money back that I should be getting once you're investigation is complete, since your terms and conditions clearly state that if a game malfunctions the money is supposed to be returned to the player? Who knows when I'll hear back from them they don't seem to know what a timely response is.

Hi amerskinz,

Please private message me your casino username. We're going to notify the casino rep about your post. 

We received your account details and notified the casino rep. Keep you updated. 

I have been waiting for more than 25 days to verify my account at the Slotocash casino, it has been 10 days since the last reply in the email. I would like a position whether that casino is true or false.

Login: memelzinha

I was actually looking forward to Sloto being the real deal..  i was super excited when receiving the magazine in the mail for the first time, too!!! how cool is that!

made a little deposit, ran it up to almost 2k, ez  pz bonus clear there.. so i sent them 2 forms of ID, because i had them available, and everything they asked for, including a copy of the magazine they sent me, just cause....

5 days later..email saying there ws a problem with my ID and if i had an alternate ID i could send..

a picture of me holding it, next to this magical 3rd   alternate id that's now involved? oh and that my name doesn't match up... i guess when i  signed up i didn't put my whole last name only my last initial..... gosh that's gonna be a tough  one to prove...

i'm already bitter for having so many issues with ID verify across so many different scopes.. especially the fully automated ones where no human interaction is made..

i just never even replied,  as it's not worth the effort... pretty sad, too,  considering.

sad to see so many people seemingly going thru this... it's got a good feel to the casino, good name, fun aura surrounding it....

but a KYC should not make you want to KYS you know what i am saying lol.

anyways, just to re-iterate this isn't a plea for support, i flat out don't care; i'm over it. a little pushback is all i need to be stopped.

-w

gotta verify i'm not a robot, now, just to submit this :P

Stuff like this makes me miss all the casinos that were once legit. Where/if any are the legit casinos?I'm remaining hopeful that a legit casino will emerge!

We'll notify the casino rep about your complaint. Keep you posted. 

Hi walder,

Could you please private message me your account details so we can notify the casino rep about your issue with the verification? 

this casino has to get on the blacklist as soon as possible, clearly we see that they are trying to deceive their customers

Could you please tell me if you personally have an issue with these two brands? 

I am more than 25 days old, and they messing me up asking for a lot of documents I answer with the documents and they ask for more and more until we give up receiving. this is what they are doing, as you can see they are not even answering this complaints post anymore

Thanks for the update, rd8966391.

We are still waiting for the casino rep's reply. We'll send another reminder. 

Hi rd8966391, 

We are still waiting for the following documents in order to release the withdrawal: 

-Alternative ID
-Photo holding ID