two weeks I am waiting for the payment of 500 euros, each time the money comes back to my balance, I deposited the deposit on May 25, on June 1, I wanted to withdraw my winnings, but it turned out that I exceeded 1 day for my winnings to be paid, because if I make a deposit I have to ask within five days, and now in order to withdraw my winnings I need to make a deposit again

Dear Marzena,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please could you confirm that you have completed the KYC process in the past? Do I understand it correctly that you once made a deposit in order to request the withdrawal?

Have you tried contacting the casino regarding this issue? Could you forward any relevant communication between you and the casino to [email protected]? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

ine

close

Jun 9, 2020

Ok

in case anything else is needed just drop a line on chat, we`re available 24/7.

for the second time the money has returned to my balance, which is still missing for my winnings to be paid to me, I will have to submit a complaint to Ask Gamblers / AGCCS

The withdrawal of free Bonus Money is available only to Members who made at least one deposit within the last five (5) days prior to the withdrawal request

You have to make a deposit to be able to withdraw

payment was made before payment

payment on May 25 and payment on June 1

your last deposit was made on 24th of May

more than 5 days since withdrawal was made

This is a mockery if I make a deposit and after 6 days I win and I want to withdraw money You tell me that I am one day late, I will not pay anything I will write a complaint

I checked the casino's FAQ and I found this:

"Can I withdraw without making a deposit?

In order to withdraw winnings originating from free chips, you must have made a deposit within five (5) days of the withdrawal being processed.

Once the withdrawal from a free bonus is approved, the remaining balance from the winnings corresponding to the free bonus in question will be voided."

The casino doesn't hide this fact and it applies for bonuses that don't require a deposit in order to be activated. This rule is very common and I would recommend you to fully cooperate with the casino in order to receive your winnings.

hello again, I deposited a deposit, marked withdrawal, the money returned to my account again, I wrote in chat why those responsible could not transfer to this account from which I deposited the deposit, I sent an email to support 3 times but no answer, I do not know how to get someone competent to finally pay me the money, please help

hello again, I deposited a deposit, marked withdrawal, the money returned to my account again, I wrote in chat why those responsible could not transfer to this account from which I deposited the deposit, I sent an email to support 3 times but no answer, I do not know how to get someone competent to finally pay me the money, please help

hello again, I deposited a deposit, marked withdrawal, the money returned to my account again, I wrote in chat why those responsible could not transfer to this account from which I deposited the deposit, I sent an email to support 3 times but no answer, I do not know how to get someone competent to finally pay me the money, please help

Marzena_61, could you please confirm your account has been verified (you passed KYC verification)?

Proof of identity

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Thanks, we have successfully verified your identity.

Proof of address

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Copy of your credit card

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Thank you very much Marzena_61 for a quick reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Marzena_61, could you please confirm that you were playing with bonus or not? If yes, please note that their terms clearly say that in order to withdrawal you will need to deposit. It is a standard procedure at many casinos. If you were not playing with bonus we will contact the casino to give us explanation of your canceled withdrawals.

Hello, I played with the bonus, I deposited 25 euros, after 6 days I demanded payment of winnings, after 7 days the money will be returned to my balance, I was told that after paying the deposit I can withdraw the prize up to 5 days, so I placed the next deposit and on the same day I demanded the payment of the win, again after 7 days the money returned to my account, she asked why they responsible for me that they do not transfer money to the account from which I deposited the deposit, I sent support 3 email I gave another account but I did not receive the answer

none of the banks listed works bitcoin, ecoPayz, wire, these are the options to withdraw the winnings

Thank you for providing us more information. Now I would like to ask Black Diamond Casino to join us and explain why is the player’s withdrawal stuck even after she made a deposit required for withdrawal.

hello if something is known in my case, as I mentioned before, no method of withdrawing money works, if there is such a need I can provide a bank account, best regards

Hi there,

The player’s first withdrawal request was placed on the 25th via Wire Transfer. Their winnings originate in a free bonus, and as per our Bonus Rules item 2.1.9. Free bonus withdrawal limits, maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum 100

The withdrawal request was declined on the 1st of June because the minimum for Wire Transfer for their region is 500, and since their winnings originated in a free bonus, the maximum cashout was only 100, therefore not meeting the minimum requirement for Wire transfer. The player was informed of this on chat on the 1st of June, and was instructed to opt for a different withdrawal method than Wire Transfer.

The second withdrawal request was placed on the 2nd of June via Wire Transfer. It was declined because as per our Banking Page you can cash out winnings from free bonus money if you have at least a minimum deposit of 25 made in the last 5 days before placing the payout request. Their latest deposit at that time was on the 24th of May and exceeded the timeframe for this rule.

Their third withdrawal request was placed on the 9th of June via Wire Transfer. It was declined on the 16th of June for the same reasons detailed in the explanation for the 1st withdrawal request, the maximum withdrawal for winnings from a free bonus is 100 and the minimum amount for Wire Transfer in their region is 500.

Their current pending withdrawal request was placed on the 17th of June via the cryptocurrency method. Considering the timeline of events, we wanted to approve their current withdrawal request and waiver the deposit within 5 days requirement even if their latest deposit was on the 9th, however the wallet address that the player entered when placing the payout request is their first and last name typed together rather than a crypto wallet address.

Considering this is an uncommon case, we are willing to make a one-time exception and operate the withdrawal via Wire Transfer, even if the amount is not sufficient for that method. All that is left to do now is for the player to cancel the current request, and place a new one via Wire Transfer.

Dear marzena_61,

As the casino is willing to make a one-time exception for you, please follow their instructions as they mentioned above. Cancel your current withdrawal request and make a new one through Wire transfer. I hope it will go smoothly this time and there won't be any problem.

Please let us know when you will receive your withdrawal so we can be sure that your case was solved.

Thank you for your answer, i.e. how well I understood this casino, pay me only 100 euros and I will lose 400, if I remember correctly I did not receive a message from the casino that the winnings will not be paid out in full, I wonder whether to withdraw the win and keep playing to win more please advise me Regards

Because you were playing with bonus there is a maximum cash-out of 100€. The problem was that the casino could not allow you to withdrawal under 500€ with wire transfer but because you can withdrawal only 100€ as the maximum cash-out of the bonus it was impossible. Now they allowed you to withdraw even that smaller amount through wire transfer. I cannot advice you whether to play or not, it is your own personal decision.

Please let us know if you receive your money in case you decide to withdraw it.

hello I withdraw withdrawals, I have won 200 euros more, this win is without a bonus, does the casino pay out the whole amount to me, or will it minimize the amount that I previously won with the bonus

Do I understand it correctly that you have already received the 100€ winnings from the bonus to your bank account? If yes, your winnings from that point shouldn't be affected by the previous bonus you had, so if you didn't take any new bonus this time, your winnings should be fully paid out.

Hello, yet the winnings have not affected the account, I am waiting to let you know how the money will affect the account, best regards

Dear marzena_61,

Is there any update in your case? I am extending the timer by 7 days.

We are extending the timer by 7 days again. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We rejected the complaint because the player didn't respond to our message.