Complaint #39 Black Diamond Casino

Closed my account and took my $8,300 winnings with unproven accusations

By Tam123

8 years ago

I deposited 3400 into blackdiamondcasino.net and quickly won nearly 5k which added a total of approximately $8300. I tried to withdraw the money by sending a photo of my MasterCard and passport. As I was doing this I got logged out and my account was disabled. I emailed the security team in the website and received a response that my account is disabled due to too many inconsistencies were found in my account. I emailed them back to ask what these inconsistencies were as everything I entered was correct. I received a reply this morning advising my account was disabled as I am flagged with other merchants they collaborate with. I feel this is unfair and false as no evidence was provided to show this. I do not understand why they would allow me to start playing and then ban me when they have allowed me to bet initially. Now they have advised my account may incur a chargeback when they have allowed me to start betting. I feel this is really unfair and want to know what my rights are. I have evidence to show my winnings also.I would like my winnings paid out because i won it fair and square , i have not breached any terms and conditions whatso ever , also i wasnt changing my bets or doing anything that was deemed to be cheating.
They have provided no evidence that i did anything wrong

Disputed Casino Black Diamond Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Black Diamond Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino term # 2.1.12

Each User is allowed to open only one account. Use of more than one account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple accounts, all affiliated accounts of the User will be immediately cancelled including the cancellation of any transactions of the multiple accounts.

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.

Black Diamond Casino

• Representative

8 years ago

Hello,

Thank you for your patience while we investigated this.

Please note that we have looked into the situation of the account and found that the reason why your account has been disabled and your initial deposit refunded, is because our Security team has been notified of the existence of duplicate accounts on our site.

According to the site rules, our Security team needed to restrict all accounts found to be in this situation.

Please refer to rule 2.1.12 from our Terms and Conditions:

Each User is allowed to open only one account. Use of more than one account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple accounts, all affiliated accounts of the User will be immediately cancelled including the cancellation of any transactions of the multiple accounts.

This is what happened in the case of this account as well and we have provided AskGamblers with the proof from the Security Department.

We apologize for any inconvenience that this might have caused you and we would like to thank you once again for choosing our services.

We rest at your and AskGamblers’ full disposal in case you need any extra information.

Kind regards,
Black Diamond Casino team

Tam123

• New South Wales

8 years ago

hello have you looked into it yet?
ive received the 3400 deposit back into my bank account..
now its just my 5000 in winnings that i am after ,
could you get back to me asap with any info thanks

Black Diamond Casino

• Representative

8 years ago

Hello,

Thank you for contacting us in regards to this situation.

Please note that we are looking into it and we will come back with an answer as soon as possible.
Thank you for your patience and understanding and know that we are at your full disposal should you need help with anything else as well.

Kind regards,
The Black Diamond Team

Black Diamond Casino Complaint Stats

Resolved 27 / 32

Avg. Amount $959

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Black Diamond Casino Complaint Summary

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

So far, 21 out of 24 complaints in this category have been resolved.

This operator's average complaint duration is 13 days, while the average duration across all operators is 8 days.

Black Diamond Casino Complaints

See all complaints for this casino

Account blocked withdraw money not given

I have made a account in Black diamond casino and deposited also but they blocked my account. I had $113 in account, when I tried to withdraw that money they take 7 days for verification and cancel that withdrawal for any reason, and ask for more documents they won't say at once what documents are needed.

They did this like for more than one month and at last they blocked my account and when I mailed them they said my account is inconsistent so they disabled they are saying. They just scammed me, and took my $113. I have deposited 10$ for withdrawal that also they took, and took my all documents also. Please try to get my money back.

Resolved

Account disabled withdrawal cancelled

I requested a withdrawal on the 28th of November it was cancelled today the 5th of December & account has been disabled a whole R900 of my money. I'm so angry, I have sent multiple emails but no response at all how can you guys just disable accounts and take money if you not communicating or replying to emails it's a disgrace.

Unresolved

R$900

Account disabled and funds withheld

I verified my account successfully. Then I requested a withdrawal on the 16 Nov 22 and on the 22 Nov 22 I asked support what was happening with this withdrawal. They said that the 23 Nov 22 is the last day of the 5 working days it takes for the withdrawal.

So yesterday 24 Nov 22 I tried logging into my account and was notified that it had been disabled, contact support.

I sent them two emails but have yet to receive a response.

Unresolved

R5,100

Account closed with funds in it

Hello I played here with an cashback bonus in case I lost but I won, I then wanted to withdraw so I did the kyc verification and passed it. Some days later I couldnt log in it said my account was disabled. I have emailed and asked when I will get my withdrawl but i get no answer so I am becoming worried, it is a withdrawl of about 4800 euro and I would greatly appricate any help. Thank you

Unresolved

€4,800

Declining payments on my winnings

I have been trying to withdraw my winnings from this casino and it was never approved, it always comes back canceled. I have contacted them multiple time and I fill up form but I still can't withdraw. I feel like have been robbed or even scammed by this casino. I joined this casino and I deposited R200 I keep on wining and wining back every time I make a withdrawal it gives me the run around and this tell me about sites I must visit to fill up forms wen withdrawing but it was so easy for me deposit my money Black diamond is a fraud. Once u have deposited u can never get ur money black

Resolved

Withdrawal constantly getting declined

This is the 7th week of having the withdrawal declined and each time it is for a different reason, and each time I do a withdrawal, I have to make a deposit. Each time I have a made a withdrawal application, I ask them why and they come back with a reason, so I do the withdrawal again and do what they ask, and it gets declined again for another reason. I am not getting anywhere, this is the last 2 email correspondence I have had with them, and I have been patient, but I am not getting anywhere. I have attached the last two email with their accounting department regarding the last 2 withdrawals. I have done another withdrawal, but feel that it will get rejected as they will try to find another reason.

Resolved

$8,000

Account closed and winnings were voided for no reason

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.

Resolved

Playing dodgy on 4,000 AUD withdrawal

Ok so this is going to be a long post but it will be fair.
I made the mistake of not reading ask gamblers forum on black diamond casino. I lost around $10,000 AUD. Finally had a small win $4000 AUD. Asked to withdraw I was told no problem. 5 days later the money is back in my account. I ask why, they say I need to email accounting. I did then I withdrew again. 5 days later the money is back in my gaming account. Again I ask why told now to send a voucher. So I did that. Got an email 13/09/19 saying congratulations your withdrawal is approved. Should be here by 24/09/19. The problem is today I received an email from them 19/09/19 stating that they have decided to end their business relationship with me which is fine and dandy but I emailed and asked if my withdrawal would still be done, I had the same email as above. So I’m owed $4000 AUD and I don’t think that I’m going to get it. Thank you ask gamblers for your help
Mrx2020

Resolved

$4,000

Paid me US$100 instead of US$779

Dear Black Diamond Casino Accounting Dept,

I believe there’s some kind of a misunderstanding in my withdrawal request.

You’ve only paid me US$100 instead of US$779.

Here’s my clarification.

I won the US$100 from the sign-up Free Spins. At that point, I fully understood that was how much I was suppose to get.

After that, I made 3 bitcoin deposits (US$10.16, US$42.43, US$25.95) WITHOUT taking any bonus at all because I fully understood bonuses are subject to wagering requirements.

I played some more, and my balance reached $779, and then I decided to request for a withdrawal.

I hope you understand my position. Please allow me claim the rest of my winnings.

A favorable reply would be much appreciated.

Thank you and best regards,

Resolved

$388

No payment received

When I signed up I noticed that I couldn't upload my verification documents. Kept asking through live chat what was going on as I didn't want any issues for future withdrawals. Was advised to email different email addresses with them to only bounce back saying invalid email address. They kept telling me everything was ok yet when I made my first withdrawal it wasn't processed due to invalid verification on my account. I then reused that withdrawal amount, played on and won a little more. So I went to withdraw that amount on the 27th of July. Didn't receive any money kept asking in live chat what was going on, kept being told something different every time. Was told to email [email protected] and was asked to send a verification form with all requested identification. Did that and still nothing. Kept following up with email after email only to receive a phone call on the 22nd August saying there were issues with their wire transfers and that I needed to put in my MasterCard details for withdrawal. I thought this was strange as the option to withdraw to MasterCard was never there. The guy actually made one within 5 minutes and I put in my details. Seemed all too suss for me but I did it anyway because I wanted my money. That payment was then reverted to a wire transfer (without my knowledge) due to my bank rejecting it, this was told to me via email. This is a lie because I contacted my bank and they said it is illegal to block any incoming payments. I then emailed back and apparently the whole reason it was rejected was due to invalid verification on my account!!! But it's all sorted they say.. so I take their excuses, give them the benefit of the doubt only to be told again and again that I will get my money by the end of next week or within 7 working days or the latest...

"Hello!

Hope this mail finds you well,

Please note that your payment was re issued on September 4th and you will receive it in within 5 business days.

We apologize for the inconvenience, best regards"

This is the runaround I get and I have many screenshots and emails to show all this communication as well.

Please help... I just want my money!

Resolved

$1,800