Complaint #8 Diamond 7 Casino

Account closed and winnings confiscated without real explanation

By jean b.

9 years ago

I registerd an account on Diamond7Casino, made a deposit and won 12000 sek, made a withdrawal and after one week befor i got my money the account has become inactive. I have talked to the support on the livechat and they say that the lead department will contact me and send me an email with all the information. i still didnt get the email..
I contacted the live chat again and found out that because of that i am baned on another network, they have taken my winnings and closed down my account even that i didnt make anything wrong when i played..
I won 12000 sek and i want my money back Please.

Disputed Casino Diamond 7 Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Diamond 7 Casino where it is clearly displayed that player has been banned within casino group. Casino acted, in this case, according to this casino terms: #13.3 (xv)

13.3 Termination of Account
Diamond7 reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in Your account at the time of such cancellation will be credited to Your credit card and/or sent to You by cheque. However, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in a Casino account in any of the following circumstances:
...
(xv) If the Casino should become aware that You have played at any other on-line casino under any of the circumstances set out at (i) to (xiv) above.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision, we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for Diamond 7 Casino.

jeanbahdo

• Sweden

9 years ago

1: wats the name of the casino im banned on?
2: even if im banned on a nother casino why do you close my account on diamond7 and take my money and winnings? i ask you again did i do somthing wrong with the deposite, bet or withdrawal i made? if i didnt win you wold not have said anything about it. you wold have waited until i won and then baned me.. this is false addvertising when you give a bonus and then ban.. why dont you check out if a player is abble to play with out you banning him befor he can make a deposit? instead of make him register, make a deposit and when he wins you take his money/ winnings and bane his accout...
3: i didnt get the email you send.. plz show me the email copy that you did send it..
4: i want my money ( all the money.. deposit and winning plz).. i didnt do somthing wrong at your casino nither am i baned at a nother casino that you talk about.. if i did somthing wrong with the bets, games, deposit or withdrawals i can understand that your doing this. but i did not!
i want my deposit and winngs plz!

Diamond 7 Casino

• Representative

9 years ago

Dear Jean,

When your account on another casino in our network was closed we clearly stated that:

1. Your account has now been terminated effective immediately.
2. You are banned from the group. If you attempt to open up any accounts on the network all transactions will be voided and deposits returned to you and accounts terminated.

Yesterday we sent you the following email:

In order for us to transfer the funds back to you, we require, an image of a bank statement showing:
Your full name
The IBAN
The SWIFT/BIC code and the bank address

Once we have this information we would be able to proceed with the transfer.

Please provide us with the information requested and then we will refund your deposit made on Diamond 7.

Kind regards,

The Diamond 7 Team

jeanbahdo

• Sweden

9 years ago

and i still did not get any email from you...

Diamond 7 Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $432

Avg. Complaint Duration 10 days

Avg. Response Time 3 days

Diamond 7 Casino Complaint Summary

Most user complaints about this operator fall under the Bonuses category.

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Diamond 7 Casino Complaints

See all complaints for this casino

Weeks later my free spins winnings still not credited

On March 7th 2019 I received freespins in the slot Temple Cash Frogs 'n Flies and won 18,90 EUR but the win was not added to my bonus balance.

I talked to the support via chat and they promised me to escalate the issue to the relevant department and to inform me once the issue is fixed.

Days later I received an email in which they offered me 20 freespins in Book of Dead as a compensation since no player has received the winnings from Temple Cash Frogs 'n Flies due to a problem on the provider's side, as they said.

I wrote an email to the support and rejected this compensation because I didn't want to trade a few cent in Book of Dead for 18,90 EUR I had won previously. So the support promised me once again to notify me via email once the problem is solved.

Several conversations with the support lead to the same old promises over and over again, and almost every time the support agents wanted to "file tickets" and "escalate the issue to the revelant department", just as if nobody had done that before.

Obviously, nobody is really working on it.

It has been 13 days now and my win is still stuck in the slot, whenever I open it.

I would like to receive my win now.

Resolved

€50

Confiscated my withdrawal and unfairly accusing me of breaching bonus terms

Diamond 7 casino accosting me in breaching terms and conditions they have confiscated my win. last deposit with the casino group was 20e I accepted 100% bonus. then I went to (WHITE RABBIT SLOTS I find just my 20e cash inside. how I was disappointed that the welcome bonus was not credited. I log out/in and went to another BIG TIME GAMING slot my ffavorite provider, but again, there are just my balance shows. then I have used my cash to bet 0.10c per spin by buying the bonus 10e. I lost it faster and I went to my profile to see why I have not received the bonus with my deposit and there I find the 20e bonus. and the wagering bar was in 00.0 that means when I played with only my cash balance THE BONUS WAS NOT IN PLAY. Then I played with the bonus with 1e maximum bet on different provider.. I made the wagering of the total deposit+bonus and made a cash-out of 510e I have sent my documents ect. and a day later I received Imail that says your money have been confiscated. I have seen here complains that are exactly my case with (Caddell Limited NV Casinos-- and the players have been payed out the wins. Askgambmers Please. hep to resolve this issue im a customer here since 2014.

Resolved

€510

Accusing me of breaching the max bet rule after the wagering requirements have been reached?!

4/11/16 I deposited £20 and recieved 1st time deposit bonus. I won £1500 after playing all night . I withdrew my winnings of £1500. recieved email next day asking for i.d, which i give them. On 7/11/2016 i recieved another email saying my withdraw has been reversed and all winnings seized due breach of terms and conditions. I placed a wager of more than £5 during a bonus period !. I did place higher bets , after wagering requirements were reached !!. I won £1200 quite early on in the evening before any so called illegal bets were placed and they took this as well !!! How is this fair? i complained they said " even though i had reached wagering requirements i nstill had a bonus in play !!!! and their decision was final. If i was allowed to withdraw my money why cant i place a bet of whatever i like ??? sorry this does not make sense regards

Resolved

Account disabled after just 1 day with 13,000 SEK balance

I become a new member on Diamond7Casino and after ONE day the have disabled my account. I have send maybe 10 mail to them but no answer :( They say that a operation team will contact you. This happened three four weeks ago. I won 13000 SEK and they are still in my account so i want to get my account back. Please help me

Resolved

kr13,000