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Black Diamond Casino - Account closed and winnings were voided for no reason

RESOLVED
Complaint Info
Disputed casino Black Diamond Casino
Reason Account closure
Posted on October 20, 2019

My black diamond account was closed today. They claim that the reason was because of the following:

2.5.6. Casino reserves the right to withhold or otherwise decline or reverse any pay-out or winning amount or to amend any policy in the event that there is reasonable suspicion that a User is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policies or rules determined in respect of an existing Game or a new Game. Casino retains the right to determine absolutely that such an abuse has taken place; also, if Your activity in Our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitutes abuse of Our bonuses, promotions, policies or rules.

I dont agree with this ! i followed all the rules as per the site. They are now saying that all my winnings have been voided. A total of R71000. I dont understand why this has been done. No terms and conditions were broken . Nothing illegal has been done. They refuse to payout my winnings. It seems as though as soon as i requested a payout they decide to close my account and void my winnings. What can i do? Please assist urgently.

Posted on October 22, 2019

Hello,

We hope this message finds you well.

We have reviewed the account and asked for the Security team for more information. They have confirmed that the account has been closed following a thorough review, as per the following rules from Terms and Conditions:

2.5.6. Casino reserves the right to withhold or otherwise decline or reverse any pay-out or winning amount or to amend any policy in the event that there is reasonable suspicion that a User is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policies or rules determined in respect of an existing Game or a new Game. Casino retains the right to determine absolutely that such an abuse has taken place; also, if Your activity in Our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitutes abuse of Our bonuses, promotions, policies or rules.

3.9. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned.

Please keep in mind that all deposits made on the account have been refunded and will reach your account in up to maximum 10 business.

We apologize for any inconvenience cause and we appreciate your patience and understanding.

Regards,
Black Diamond Casino

Posted on October 22, 2019

Hi
Please provide evidence as to how I abused your bonus rules? The bonus I received from you had a x35 wagering requirement. This was met within the 7 day period. The bonus was then turned into cash as per your system. I then use the cash to play in your tournament where I won on the games and finished in first and second in 2 different tournaments. The money you are voiding was won fairly. Please provide my game history to ask gamblers for further investigation. This will prove that I won the money fairly.There is no evidence of wrong doing . You need to payout my winnings.

AskGamblers
Posted on October 22, 2019

Dear Black Diamond Casino,

Please provide evidence that player breached casino's terms. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

Posted on October 25, 2019

Dear Black Diamond Casino
Is there any evidence to support your claim???
If so, please provide this evidence to ask gamblers support team. They have still not received any communication from you. If you do not have any evidence, please payout my winnings. I await your response...

AskGamblers
Posted on October 26, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Black Diamond Casino management in regards of this complaint to confirm and justify the casino actions.

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

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