I deposited into my game account 25e, I got 25e bonus money. I played and got the bonus money used. I kept playing until I won the 2100e and made a withdrawal request. The withdrawal was processed and I made a profit of 77e, after the bank's handling costs.

I asked about it in the customer service chat, where is the rest of the money. And customer service claims that the money has been heard has come from the bonus and only 100e is a profit. Although this did not happen. The bonus money spent was just under 100e and after that I was still playing 300e before the big win came.

Talletin pelitilille 25e, sain 25e bonusrahaa. Pelasin ja sain bonusrahat k?ytetty?. Jatkoin pelaamista, kunnes voitin 2100e ja tein nostopyynn?n. Nosto k?siteltiin ja voittoa sain 77e, pankin k?sittelykulujen j?lkeen.

Kysyin asiasta asiakaspalveluchatissa, ett? miss? loput rahat ovat. Ja asiakaspalvelussa v?itet??n, ett? rahat ovat kuulema tulleet bonuksesta ja vain 100e on voittoa. Vaikka asia ei n?in mennyt. Bonuksen k?ytetty? rahaa oli vain vajaa 100e ja t?m?n j?lkeen viel? pelasin varmaan 300e ennen kuin iso voitto tuli.

Dear Eija-Riitta,

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. Which exact bonus you have redeemed? Please forward me its name or a specific link as I would like to check the promotional terms and conditions. If your account remained accessible, please forward your "cashier history". My email address is [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I send you email, with all the data I could find.

Dear Eija-Riitta,

Thank you very much for your quick reply and for forwarding your "cashier history". Do I understand it correctly that you have deposited €25 and the same amount in bonus funds was added to your balance automatically? I have checked available promotional offers, unfortunately, I didn’t find any 100% Deposit bonus. However, all the maximum withdrawal limits are linked to No Deposit bonuses only. Before we'll ask for casino's standpoint, could you please advise if it was your first deposit in this casino? Thank you.

Automatically added to the game account, I could not affect the bonus in any way. And was not the first deposit, I deposited before.

Automaattisesti lis?ttiin pelitilille, en voinut vaikuttaa mill??n tavalla bonukseen. Ja ei ollut ensimm?inen talletus, olen tallettanut ennenkin.

Thank you very much Eija-Riitta for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Thanks a lot in advance.

Kiitos paljon etuk?teen.

I would like to ask now Black Diamond Casino to join us and explain what exactly happend in this case.

Hi there,

The deposit of 25 was made on the 1st of June, and came accompanied by a 250% bonus and a set of free spins, as part of our Welcome Package. The free spins were played and resulted in a win of 35.3 added to the account balance.

As per our Bonus Rules item 2.2.2. You will play with the funds that you have deposited first and then the bonus money that has been added to your account. The deposit was played first and subsequently the deposit bonus until reaching a balance of 35.28 on the 1st of June at 10:13 UTC. At that point the balance originating in the free spins was put into play, and several bets later a win of 2133.44 was registered.

Since the origin of the winnings is in the set of free spins that were received alongside the deposit bonus, 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

Thank you for joining and explaining your side on this case. However, we would like to ask you for some evidence to prove that the player has been playing with the bonus on. The player also claimed that it was not her first deposit that’s why we need to be sure that she did not play with the welcome bonus.

Hi Nick,

Which e-mail address should I use to send you the info?

Team Black Diamond

Please send it to [email protected]

Thank you in advance

Dear Eija-Riitta,

The casino has sent us relevant proof that your money was generated from the free spins. You game history clearly shows that your deposit and deposit bonus were lost. After that the winnings generated from the free spins were in play so there was a maximum of 100€ cash-out limit. We are sorry that we could not help you more with this case. Is there anything else we can help you with?

We are sorry that we could not help you more with this case. Based on the received proof from the casino we are now rejecting this complaint.

Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

www.kpvfaw.com