Hi, just to ensure this complaint doesn't get rejected, I'll say very clearly. I did not break the relevant max bet terms on Miami Dice, and have screenshots and a spreadsheet to prove it (please read full complaint).
I signed up to Miami Dice on 28th November and deposited £1,000 to receive a £2,000 bonus. I read all of the relevant terms pertinent to the Welcome Bonus, as well as the Standard Promotional Terms, to ensure I didn't break any.
I noticed the term "The maximum bet allowed while the Welcome Bonus is in play is £5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings." Unclear about when the bonus is 'in play', I got live chat to confirm this, and triple check this, as it was a lot of money (live chat screenshots attached).
My £7.50 bets were all when I was playing with cash. When bonus was 'in play' (when cash was all lost, as confirmed by the Live Chat agent), all bets I placed were £5 or less.
On request, Miami Dice provided me with a full history of my gameplay in spreadsheet format. On close inspection, as I already knew, I did not bet over £5 while the bonus was in play, and have provided a screenshot which proves that (attached). The key cell is F5 which shows the number 0. That is the total number of bets I made with bonus funds over the max bet of £5, zero. (I thought I'd also throw in that I span over 23,000 times on their site, so that's included too)
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Therefore, the following facts are true and it in conclusive that Miami Dice were not within their rights to confiscate my winnings:
1. When playing on miamidice.com, a player's balance is comprised of cash balance and bonus balance.
2. When a player places a wager on a game, the cash balance is used first. Only when the cash balance is zero, is the bonus used for staking.
3. The term Miami Dice claimed I have broken is "The maximum bet allowed while the Welcome Bonus is in play is £5"
4. When I asked Miami Dice live chat the question "Is the following correct...? 'When I lose all my cash, then and only then is the bonus in play'", your live chat operator answered "Correct"
5. After I had lost my cash balance, I didn't place any stakes over £5.
I have provided evidence of the facts in the form of a screenshot of the live chat operator saying exactly those words, and a spreadsheet detailing that I did not wager over £5 while my bonus was in play. I can't upload excel files on Ask Gamblers however I can email support on request.
I request Miami Dice to send my full withdrawal of £4041.88.
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