The player played with a no deposit bonus and managed to win some money. When he tried to make a withdrawal, it was cancelled. The casino support stated the player played a restricted game and therefore breached the Bonus T&Cs. The player claims the list of restricted games wasn’t available. We rejected the complaint because the player didn't respond to our messages and questions.
HomeComplaintsDiamond Club VIP Casino - Player’s withdrawal was cancelled due to a breach of the Bonus T&Cs.
Diamond Club VIP Casino - Player’s withdrawal was cancelled due to a breach of the Bonus T&Cs.
Amount: €400
Diamond Club VIP Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.4
Diamond Club VIP Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 years ago
Public
Christopher
Unregistered user
Public
5 years ago
Translation
I played above og casino with registration onus without deposit. As with many casinos, I also had to implement a certain sum here until I had the opportunity to withdraw some. When I was ready, I wanted to be paid 400.00 €. Today (05.11.2019) I got an email that my payout was rejected.
Then I contacted via the chat of the website and they told me that I had played "forbidden games".
On my question where to read which games are prohibited, I was referred to the terms, but there was nothing about which games are excluded from the bonus balance and which are not.
Not even if you choose a game is pointed out.
I hope you can help me there.
With best regards
Christopher
Automatic translation:
Public
Head of Data Administration
Public
5 years ago
Dear Christopher,
Thank you for contacting Casino Guru and letting us help you with your issue. I looked at the casino promotions, but I wasn’t able to find any no deposit bonuses. Was it a special offer by any chance? Do you have a screenshot of the bonus you could send to us? That would be very helpful.
Best regards,
Peter
Public
Head of Data Administration
Public
5 years ago
Dear Christopher,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.
Best regards,
Peter
Public
Head of Data Administration
Public
5 years ago
Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
