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Diamond 7 Casino - Weeks later my free spins winnings still not credited

RESOLVED
Complaint Info
Disputed casino Diamond 7 Casino
Reason Bonus not given
Amount € 50
Posted on March 26, 2019

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.

Posted on March 26, 2019

Dear Campus,

Thank you for bringing this issue to our attention and apologies for the inconvenience.

Unfortunately our customer support team forgot to escalate your complaint internally, otherwise it would have been solved right away.

We've compensated you by crediting your account with €50 in cash which is now available for withdrawal.

Kind regards,

The Diamond 7 Team

AskGamblers
Posted on March 26, 2019

Dear @Campus,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on March 26, 2019

Though I find it odd that all those support agents forgot to escalate the issue I think this is a very generous offer and much more than I expected.
The chat just told me that I may play with the the money and that there is no max. cash out.

So thank you very much for this generous solution.
From my side the case is solved and may be closed.

AskGamblers
Posted on March 29, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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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