Miami Club Casino - El jugador aún no ha recibido las ganancias.

I have sent all the document data requested for withdrawal. but the reason for the address listed is different. On the site I fill in a short address because my full address is very long

Dear makdi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Until now my withdrawal has not been processed

Dear makdi,

Have you received your withdrawal from the casino yet?

I have not received anything from the casino

Thank you for your reply, makdi. Do I understand correctly that your account has not been verified yet? Also, do I understand correctly that you didn't enter correct and/or complete home address during the registration?

Have you made any successful withdrawals before?

Could you please clarify this sentence from your first message?

On the site I fill in a short address because my full address is very long

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

when registering I only filled in the name of the street where I live. and at that time I also asked customer support to change my residential address. and the residential address problem has been resolved, the problem now is that I want to withdraw using crypto BTC, I was asked to send a screenshot of the crypto address wallet and the name is listed on the crypto address, in all crypto exchanges if when showing the public BTC address there is no real name The user, who is the original holder of the crypto wallet, must have the secret key to the crypto wallet. My crypto wallet secret key cannot be shared with other people. This is different from banks which can include the owner's name, address and account number

Thank you very much, makdi, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, makdi,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, can you please:

• Provide me with the information on which e-wallet/app you use for your crypto BTC.
• Contact the casino as they recommended you via email, and provide them with the requested document; however, it could be a photo, so I recommend taking a photo of the requested data (maybe you will be able to take a photo of that without the sensitive data if it is possible to scroll the screen to a correct position) and only to cover up a part of the key you mentioned above - if it is a photo, the casino should be able to verify the correctness of e-wallet address and your personal data and see that nothing else was edited on the photo.
• Alternatively, if it does not work, let's then only wait for the casino's response and further details, or simply provide them with the requested (the casino should respect your privacy and comply with their Privacy Policy, so it is impossible that the casino would share anything with any 3rd party).

Now I would like to invite Miami Club Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Miami Club Casino team,

Could you please provide us with further details regarding the player's situation? What steps should the player take to withdraw his winnings?

Can you provide him with detailed instructions on how to proceed to complete the KYC/verification and what documents are accepted by the casino for payment method verification purposes?

Thank you in advance for providing the information.

Hi there!

As of today, the player has not provided proof that the BTC wallet address he wants to use for payment belongs to him, An email request was sent on January 19th, As of this time, the player has replied with confirmation.

As the player has not made any kind of deposit into his account, he is not eligible for a pay-out at all, so he needs to verify ownership of the BTC wallet address and make a deposit into the account.

Dear makdi,

Can you confirm your disputed winnings were accumulated from a no-deposit bonus exclusively, and that you have not made any deposit to the casino yet?

If it is correct, can you please do the requested for withdrawing your winnings? We are talking about an industry-standard request for withdrawing winnings from a no-deposit bonus, so it will not be possible without a deposit.

If there is a problem with BTC wallet address ownership verification, are there other options for a withdrawal? Are you able to use a different payment method for this purpose (any that you could verify)? If yes, we can ask the casino about it.

Looking forward to hearing from you.

Dear makdi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime, but the requested information will be needed.

Thank you very much, Miami Club Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru