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Diamond 7 Casino - Account closed and winnings confiscated without real explanation


Complaint Info

Disputed casino

Diamond 7 Casino
Posted on March 24, 2017

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.

Posted on March 26, 2017

Dear Jean,

Our customer support team has contacted you to provide bank details in which we can send the remaining funds back (deposit you made on Diamond 7).

Once we have received the bank statement for cash out account we will be sending these funds.

I trust that the issue is hereby resolved.

Kind regards,

The Diamond 7 Team

Posted on March 26, 2017

why only the 2000kr deposit i made? why do you want to take my 10000kr winning? give me a reason plz. did i make a wrong bet or played the wrong game? plz give me the information that i ask for so i dont feel ike you are robing me..

Posted on March 26, 2017

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

Posted on March 27, 2017

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 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

Posted on March 27, 2017

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!

Posted on March 29, 2017

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.

Diamond 7 Casino Complaints

  • 5 of 5 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 432 USD avg amount

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