My account has been closed without mention, I had about 300 eu, of real money, earned playing hours with the bonuses and free spins. Now that the retirement is for the 18th, they close the account without explanation. Let's see what answer they give me ... A scam !!!

Me han cerrado la cuenta sin venir a cuento, tenia unos 300 eu, de dinero real, ganado jugando horas con los bonos y tiradas gratis. Ahora que el retiro esta para el dia 18, me cierran la cuenta sin explicacion. A ver que contestacion me dan... Una estafa!!!

Dear Jonathan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that you’ve accumulated your winnings with a bonus play? Could you please specify which exact bonus you have redeemed? I would like to check the terms and conditions. Have you completed the account verification successfully in the past?

Furthermore, if there’s any relevant communication, please forward it to [email protected]. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much Jonathan for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jonathan,

I am very sorry to hear about your withdrawal problem. 

In this case, we have no other option than contact the casino directly.

I would kindly ask the casino what was the reason the player's account was closed. 

Okay thank you very much...

Vale muchas gracias...

Hi there,

Please note that this user was in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User 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 associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts.

Please note that we have refunded all of Jonathan's deposit made with us.

Kind regards,

Team Black Diamond Casino

I personally only have one account with my name, more than one account per physical user I don't have. You have my partner and my brother, who plays from home.

I have been playing for months and you have not closed the account, and now that I have a withdrawal, you go and close it, right? I think what you are doing is a scam.

If I have accounts in other casinos but in yours with my DNI and my data only that ... In addition, everything you asked me to verify the account, even the verification code with photo ID, happened, everything was correct until I do the retreat, what a coincidence.

Yo personalmente solo tengo una cuenta con mi nombre, mas de una cuenta por usuario fisico yo no tengo. Tiene mi pareja y mi hermano, que juega desde su casa.

He estado jugando durante meses y no me habeis cerrado la cuenta, y ahora que tengo un retiro, vais y me la cerrais no? Me parece una estafa lo que haceis.

Si que tengo cuentas en otros casinos pero en el vuestro con mi DNI y mis datos solo esa... Ademas pase todo lo que me pedisteis para verificar la cuenta, incluso el codigo ese de verificacion con foto del dni, estaba todo correcto hasta que hago el retiro, que casualidad.

And I forgot, you have not made any refund of deposit.

Y se me olvidaba, a mi no me habeis hecho ningun reembolso de deposito.

May I kindly request a supporting evidence that the player holds multiple accounts with you? Additionally, since the player didn’t receive refund yet, could you please provide a tracking number for the transaction or a payment receipt? Please forward all the relevant documents to my email address [email protected] Thank you in advance.

Yes, of course you can request it, as I say I do not have several accounts in that casino. It is an account per physical person as they themselves say ...

I do not have any receipt of payment or transaction because they have not made any. The only thing I asked for was the withdrawal of my winnings, and suddenly I cannot enter my account.

a greeting

Si claro que puede pedirlo, como digo no tengo varias cuentas en ese casino. Es una cuenta por persona fisica como ellos mismo dicen...

No tengo ningun recibo de pago o transaccion porque no me han hecho ninguna. Lo unico que pedi fue el retiro de mis ganancias, y de repente no puedo entrar a mi cuenta.

Un saludo

Hi Zuzana,

Email sent to your listed email address.

Kind regards,

Team Black Diamond Casino

Hello zuzana? Is that the casino's answer?

a greeting

Hola zuzana? Esa es la respuesta del casino?

Un saludo

Hello, what about my complaint?

Hola, que pasa con mi queja?

I am sorry for a delay, I am currently trying to communicate with the casino but it's taking a while. I need to ask you to be patient. I will let you know as soon as there will be any update.

I am very sorry Jonathan but we have received the evidence from casino showing you had duplicate accounts. If you do not agree with this you still have an option to write to the licensing authority.

But what evidence? Show them to me, email them or something. I only have one account per physical person as they say above. The thing is that they do not want to pay because all the time I have been playing there has never been any problem, even when checking the account everything is correct. But when it comes to charging without any response, they close my account ... Very legal everything on their part ... Often theft. !!!

Pero que evidencias? Muestremelas, mandarmelas por email o algo. Yo solo tengo una cuenta por persona fisica como bien dicen arriba. Lo que pasa que no quieren pagar porque todo el tiempo que he estado jugando nunca ha habido ningun problema, inlcuso a la verificacion de lcuenta todo correcto. Pero a la hora de cobrar sin respuesta alguna me cierran la cuenta... Muy legales todo por su parte... Menudo robo.!!!

I am sorry Johnatan, we can not share this evidence with you. It is because other players can abuse information about how casino detect multiple accounts and try to avoid this detection in the future. Unfortunately, not all players are honest. If you still not believe in this evidence, please submit a complaint to the licensing authority. I am very sorry, but in this case, we can't help you more. I hope you understand.

Of course in the end you take long without showing evidence. We are a full-blown scam. Of course I will report and report to the OCU.

BLACKDIAMONDCASINO IS A TIMO, DO NOT PLAY WHEN YOU HAVE PROFITS INVENT THEMSELVES TO NOT PAY.

Claro al final dais largas sin mostrar evidencias. Vamos un timo en toda regla. Claro que daré parte y denuncia a la OCU.

BLACKDIAMONDCASINO ES UN TIMO, NO JUGUéIS CUANDO TENGáIS GANANCIAS SE INVENTAN ALGO PARA NO PAGAR.

 I am very sorry I could not be more of a help. The evidence from the casino showing the player holds multiple accounts. If you are not satisfied with our decision as previously advised you could write to Curacao authority. I am afraid we don't have another option than closing this complaint as unjustified. In case that the licensing authority decided otherwise, please let us know, and we make sure that the casino will be punished.