Since August of last year I requested the withdrawal of my money, to date it has not been processed, customer service only says that it has delays in its withdrawals, they have been saying the same thing for months and that it is in the last stage of the process but they do not give solution, each time I contact them it is exactly the same answer.

Desde agosto del a?o pasado solicité el retiro de mi dinero, hasta la fecha no ha sido procesado, atención a clientes únicamente dice que tiene retrasos en sus retiros, llevan meses diciendo lo mismo y que se encuentra en la última etapa del proceso pero no dan solución, cada que los contacto es exactamente la misma respuesta.

Dear gsalinasrepti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have withdrawn any winnings successfully in the past from this casino? Was your account fully verified? Have you been advised what caused this extreme delay?

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

Hello Petronela, yes, I made two successful withdrawals but with one or two days of delay on your part, the account has been verified with the documents that they requested at the time, they only say that they have delays in all their withdrawals and that this It affects mine, for weeks they only say that my withdrawal is in the final process and that as soon as it is completed they will let me know, the same for months. Thanks for your attention.

Hola Petronela, sí, realice dos retiros con éxito pero con uno o dos días de retraso por su parte, la cuenta ha sido verificada con los documentos que ellos pidieron en su momento, ellos únicamente dicen que tienen retrasos en todos sus retiros y que eso afecta el mio, durante semanas únicamente dicen que mi retiro se encuentra en el último proceso y que en cuanto se concrete me lo harían saber, lo mismo por meses. Gracias por la atención.

Thank you very much, gsalinasrepti, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you gsalinasrepti for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Diamante Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter