Slotocash, Miami Club, Decode Casino Support and Complaints Thread

Hi cobra92064,

We are sorry to hear about your experience. 

Unfortunately when the bonus terms are breached, winnings might get voided.
We have double-checked, and in this instance the maximum bet rule has been broken as you have bet over $10 multiple times while playing with the match bonus. 

Proof has been provided to the forum moderator.

We understand how frustrating this must be. If you are ever unsure about te bonus rules or need help with anything else, please reach out to our support team - they are always happy to help. 

Best regards,
Decode Casino

Hi cobra92064,

Thank you for reaching out to us and sharing your experience. We have reviewed your complaint, along with the evidence provided by the casino representative.

It appears that the terms regarding the maximum bet have been breached. According to their Bonus Terms:

“22. While a bonus is active, the maximum bet allowed per spin, game round, or feature—including the ‘Buy Feature’ option—is $10. This limit remains in place until all wagering requirements for the bonus have been completed. Betting above $10 during a bonus playthrough will result in any promotion winnings being voided.”

Based on this, the casino has acted in accordance with their Terms & Conditions, and unfortunately, there is nothing further we can do in this case.

We understand that this may not have been done intentionally, but it’s important to always carefully follow bonus terms, especially when it comes to limits like maximum bets.

We will mark this complaint #4108 as RESOLVED.

Well! Forget about any incentive or bonus except the precious ONCE A MONTH bonus. PEOPLE WILL GET SHUT DOWN. As if the literal THOUSANDS of $$ I have spent amd my loyalty (and the fact I've cashed out once) with them means zero!! I am second to highest level. I asked about the recent Easter bonus code LCBEASTER and they wouldn't honor it. I was told in need another 500K in points. They are disgusting and will never see another penny from me. Greed to the fullest. Makes me sick

Casino: Miami Club Casino

Case #: 4122

Hi West2025,

We are sorry to hear about your experience. It seems that although at the time you were not able to redeem the coupon, by now you have already claimed and enjoyed the bonus in question. We hope you´ve enjoyed it. 

Just to clarify: If you reach the limit on available free coupon codes for your player level, the system will let you know when you try redeeming an offer that is not available because of this specific reason. Until then, you should be able to redeem these coupons as long as you follow the bonus terms - like not using two free bonuses consecutively. 

You can find out more about your player level and benefits if you click on the Your Level button on top pf the screen. If you have any additional question please feel free to reach out to our team. 

Once again, we do apologize for the inconvenience and thank you for your understanding. 

Best regards,
Miami Club Casino

Hi West2025,

Thank you for sharing your experience. Based on the casino rep's response, you have claimed the coupon at the end.

Could you please confirm so we can mark your complaint as resolved?

This is true!!!!!!!! Thank you for the follow up and have a lovely summer!!

Yeah....No, none of that was the issue. I just feel like these casinos should be a little more liberal when it comes to incentives. Taking into account, how long the player has been with them, their level and depositto payout ratio. So if your customer asks now and then for a freebie when they have invested thousands of dollars, then they arent so quick to say no. 

Hi West2025,

Thank you for confirming that you got the bonus. 

We totally get your point and we strive to reward our loyal players. When it comes to free coupons though, there are some technical setups and limitations compared to comps. 
We hope you continue enjoying our casino and we wish you a lovely summer as well! :)

Best regards,
Miami Club Casino

Hi West2025,

Thanks for letting us know, glad to hear that you have redeemed the bonus.

We consider your case #4122 as resolved. 

Can i ask why years ago they closed my account. I would really like to play here. I now live in Tucson, AZ.and i finally figured out how to use bitcoin. any help thank you and have a great day. user name would be ********

Hi shirlsplay,

Thank you for reaching out to us. For this type of request, it would be best to contact the casino’s support team directly, as they have full access to your account history and can provide you with the exact reason for the closure, as well as let you know if reopening is possible.

We recommend reaching out to them and sharing your username so they can assist you further.

If you run into any issues, we will be here to help you.

Miami Club Casino closed my account after I won a Mega Jackpot of approximately $300,000, even though I had already repaid the disputed balance they mentioned. Before the closure, I had around $250,000 in my account. The casino claimed the shutdown was related to disputed funds, but that issue had already been resolved and fully paid back by me. I believe the decision to close my account and withhold my winnings was unfair and unjustified. I am requesting a full review of my case and a fair resolution regarding my account balance and jackpot winnings.

Disputed amount: 250000$

Casino: Miami Dice Casino

Case #: 4258

Hello Ahmad khaled, 

Welcome to LCB, and thank you for sharing your experience with our members! 

To better understand your case, can you please provide us with: 

• Details regarding disputed settlement (e.g. receipts, fund transfer confirmation, support acknowledgment, etc.)
• Communication with the casino regarding the closure

 

Please feel free to share the above-mentioned details via private message.

Thank you in advance!

Hello Ahmad khaled, 

Have you had a chance to check our reply above? 

Please let us know if you require further assistance. 

Thank you! 

Hi I just saw your message I'll send some of conversations I had with them

Hello Ahmad khaled, 

Thank you for getting back to us.

I've reached out to you via private message. Let me know if you need additional assistance. 

Hello Ahmad khaled, 

Thank you for providing us with additional details regarding the matter. We have reached out to the casino in orderr to get more information regarding your case and will get back to you as soon as we have an update. 

Thank you for your patience. 

Hi there,

We are sorry to hear about your experience. 

Your case has been evaluated on both other websites and is currently also open on other websites.
While we understand, that you expect a different outcome here, we stand by our decision.

By disputing transactions you have posed a financial risk to the casino.
Please, refer to out Terms and Conditions:
"5.2 Upon the occurrence of a chargeback, payment dispute, reversal, adverse payment history, or other payment-related risk in or in connection with the account, the customer, related accounts, or any payment method used, the Casino may, at its sole discretion, take such action as it deems appropriate, including withholding, cancelling, or adjusting balances, bonuses, or winnings and suspending or closing the account and any related accounts."

Thank you for your understanding.

Cookie17, we have sent you a private message with additional info. 

Please, let us know if anything else is needed from our side. 

Hello Ahmad khaled, 

Thank you for your patience. Please make sure to enter the correct casino name when submitting a complaint, otherwise we may not be able to contact the correct casino representative on time.

Regarding your complaint, we have received a response from the casino representative together with proof of a Terms & Conditions violation, which the casino already explained above:

"By disputing transactions you have posed a financial risk to the casino.
Please refer to our Terms and Conditions:
'5.2 Upon the occurrence of a chargeback, payment dispute, reversal, adverse payment history, or other payment-related risk in or in connection with the account, the customer, related accounts, or any payment method used, the Casino may, at its sole discretion, take such action as it deems appropriate, including withholding, cancelling, or adjusting balances, bonuses, or winnings and suspending or closing the account and any related accounts.'"

Unfortunately, due to data protection and privacy reasons, we are not able to share any additional explanations or evidence provided by the casino.

The casino has confirmed and provided proof that their Terms were violated, and unfortunately, there is nothing further we can do in this case.

We are sorry that it ended this way, but from our side, the complaint #4258 will be marked as RESOLVED based on the proof provided by the casino representative.

I had made a deposit to claim the 100 spins on megasaur and instead I received 100 spins on Trex lava blitz. when I walked support about the issue they claimed that the spins were supposed to be on Trex lava blitz until I sent them a screenshot of the coupon. They sent me to a senior agent, who then told me it would be 25-48 hours for an update, offered multiple times to clear the coupon and offer me another coupon instead. I have the chat transcripts copied into a .txt file since they don't have an option to download the transcript and screeshots of the conversation.

Casino: Sloto'Cash Casino

Case #: 4331

Was lied to about the coupon I deposited to redeem. It was supposed to come with 100 spins on megasaur, and instead they gave me 100 spins on Trex lava blitz, live chat tried to claim it was supposed to come with the T-Rex spins until I sent them a screenshot proving it. Now I have to wait 24-48 hours for a response to this issue. 

Hi anon lonewolf,

We are sorry to hear about your issue with this promotion. 

Our support team already escalated your query and you can rest assured, that we are going to reach out to you as soon as we have the solution.
We will also confirm this here in the thread for transparency. 

We hope to have this sorted out for you soon. Thank you for your patience in the meantime. 

Best regards,
Mr Sloto

Hi again,

We would like to bring the forum thread up-to-date on the case:

The promotion indeed had the incorrect game mentioned in the description - we truly apologize for this error. It has been corrected by now.

As a compensation, besides the 100 free spins in T-Rex Lava Blitz, we have offered and then added a $50 cash bonus for anon lonewolf. 

We thank you for your understanding and drawing our attention to this. 

Best regards,
Mr Sloto

Hi anon lonewolf,

Could you please confirm that you have received a bonus?

Hi anon lonewolf,

Since 48 hours have passed without any feedback from you, and we have received confirmation of a positive outcome from the casino representative, we will proceed to close complaint #4331 and mark it as RESOLVED. 

I made a purchase of $40 with a 100% deposit match. I was overcharged by $11 as you will see in my provided screenshot. I contacted support less than a minute after and was told I would have to provide a bank statement. Which obviously isnt possible as the month isn't over. They are refusing to look and verify this information themselves and refusing to acknowledge that my screenshot only further proves it.

Disputed amount: 51$

Casino: Miami Club Casino

Case #: 4578

Hi West2025

Thank you for reaching out to us and sharing the details. We will forward your complaint to the casino rep to check.

In the meantime, could you perhaps try to get a confirmation or transaction record from your bank for this specific transaction only and send it to the casino?

This could help them verify the exact amount that was charged.

Please keep us updated.

Hi West2025,

We are sorry to hear about your experience and we understand that this must be frustrating.

Just to clarify: it is not that we are unwilling to look into this for you, but on our side, we are only able to see the $40 received - this is why we need a bank statement so we can identify and verify the transaction details. In such situations, this is our standard process.

Getting a bank statement for a specific timeframe should also be possible - depending on your bank.
Many online banking platforms or apps allow people to request a statement for a selected date range and download it as a PDF.
Please, make sure that the date, amount and status of the transaction shows.
If it is still in Pending status, we kindly ask you to allow it to reach it's final status. 

Thank you for your cooperation and understanding. We hope to have this resolved for you as soon as possible.

Hi West2025

Could you please let us know if you had a chance to review the casino representative’s response? Also, were you able to provide the requested documents to the casino?

Hi West2025

Since we have not heard back from the member and considering that the casino representative has provided the member with the necessary instructions, we will consider Case #4578 RESOLVED.

If the member contacts us again and requires further assistance, we can reopen the complaint.

Decode Casino Confiscated $3,919.88 Pre-Existing Balance - Breached Own Terms I am submitting a formal complaint against Decode Casino for unfairly voiding my account balance and leaving me with just $25 out of a $3,919.88 balance. I deposited $25 via Bitcoin Lightning using Cash App on august 29th and had a really good run. Over the next several days, through legitimate gameplay, I successfully built my balance up to $3,919.88. I then entered a coupon code, "FATWINS-1" not knowing that this was against the casinos terms. The casino’s system completely allowed the code to be redeemed on top of my active balance without any automated block or warning screen informing me that doing so would forfeit my current funds. Upon completing the 40x wagering requirements of that specific promotion, my balance was $3,992.93 (the promotion itself only generated a $73.05 difference). When I requested a withdrawal of $1,999, the casino confiscated my funds. The casino sent me an initial email stating that according to their rules: "If you happen to claim bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account." Instead of reimbursing my existing playable balance of $3,919.88, they left only $25. In a second email from support, they explicitly confirmed my numbers in writing: "When you claimed the FATWINS-1 promotion, your account had an existing balance of $3,919.88. Upon completion of the promotion, your balance was $3,992.93." By the casino’s own written admission, my balance was $3,919.88 before the code was ever active. Per the terms quoted by their own agent, they were required to return that starting balance to my account. Instead, they used a minor $73 software overlap as an excuse to pocket nearly $4,000 of my cleared funds. This is a severe breach of fair gaming and their own stated terms. I request that Decode Casino return my legitimate, pre-bonus balance of $3,919.88 to my account for immediate withdrawal via Bitcoin

Disputed amount: 3919.88$

Casino: Decode Casino

Case #: 4765

Hello Joshua Hensley,

Could you please confirm whether you claimed any bonus while playing, and whether you claimed any bonus before claiming the one with the code FATWINS-1?

We’ll contact the casino representative for further clarification and will let you know once we receive their response.

Thank you.

Hello Joshua Hensley,

Could you please confirm whether you’ve seen our response and if you still require any assistance?

Thank you.

Since we haven't heard back from the member, we will close Case #4765 due to the submitter's inactivity.