Complaint #4 Diamond 7 Casino

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

By chris b.

9 years ago

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

Disputed Casino Diamond 7 Casino

Reason Bonus terms violation

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 placed bets higher then allowed. Player by these actions breached the Clause 7 (vi) of the Promotional T&C’s:

"The maximum bet allowed while the Welcome Bonus is in play is £5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings."

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 licensing authority responsible for Diamond 7 Casino.

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team requested additional evidence and information from the Diamond 7 team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Diamond 7 Casino

• Representative

9 years ago

Hi Chris,

See the term:

(v) The deposit and possible winnings connected to the bonus will be locked to the casino account until the wagering has been completed. Where promotions do allow withdrawals with an active bonus balance, at this stage, any remaining bonuses will be revoked.

Your winnings are removed because you breach the terms:
(vi) The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings.

Kind Regards,

Diamond7

THEFLOOD

• United Kingdom

9 years ago

Could you answer the questions please " when does the welcome bonus become inactive??"
I was told by your agent that the bonus is still in play even after wagering requirements have been reached !

Why did you leave £30 i my account ?

Why do i lose all the money i won before any breach of terms occured ?

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.

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