BlackDiamondCasino - Player has a problem with withdrawal.

Ich möchte mein Geld auszahlen dann wollten sie von mir eine Einzahlung die ich getätigt habe, nach dem wollten sie das ich 20 mal Spiele ich habe über 100 Euro verspielt ich schreibe die ganze zeit mit dem Live Berater der mir die Anweisung gab aber wen ich auszahlen möchte kommt das Einzahlen obwohl ich mein Konto sehe. 

Wie bekomme ich mein Gewinn ? 

Hello.

We are very sorry to hear that you had a bad experience with this casino. Could you please be more specific? From what you answered (questions before you submit the complaint) I see that you took a bonus. This bonus comes with wagering requirements. If you already finished wagering, you should be able to withdraw your winnings. Could you please write to us which bonus you took and how many deposits you made?

Ich habe mich Angemeldet und 28 freispiele erhalten, darauf hin habe ich 4700 Euro gewonnen nach 2 std spielen mitlerweile habe ich über 1000 euro verspielt. 

Das spiel und der Admin sagte das ich mindestens 10 euro einzahlen solle das habe ich getan. und bis jetzt kann ich meine 4000 euro nicht auszahlen. 

ich wäre froh wen jemand mir sagen kann wie ich an meinem Geld komme im Grantorama habe ich damals direkt meine 300 euro auf meinem Konto bekommen. habe viele negative kommentare erst später gelessen. 

May I ask this complaint is against Black Diamond Casino and in the answer, you mentioned Grantorama (probably you mean Gratorama) Casino. Could you please confirm that you played at Black Diamond Casino?

I want to ask, did you won the big winnings from sign-up free spins?  

Could you please send us your game history?

Thanks

Hello Sulejman.
Could you please answer to us on important questions mentioned in the last post. We are extending the timer by seven days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I would like the casino representatives to help us with this case. Could you please check the player and explained what happened?

Hi there, 

Can you please share privately your Black Diamond username or email? 

Kind regards, 

Black Diamond Casino

 

Hi guys!

All the information what you need you can find under the player name and country:

Hi there, 

Please note that the member was playing his Sign Up bonus that is cashable for the amount of 100 euro, provided that there is at least one deposit made on the account before the cashout. Indeed, the player complied with this rule.

However in order for the Sign Up bonus to become cashable, the wagering requirements need to be met within 7 days from receiving it on the account. In case the bonus is not fully wagered in the 7 days, it will automatically expire, as per the following rule of the Bonus Rules page:

1.1.6. The Sign-up free spins expire 7 days after granting, meaning that a player must play the free spins and complete the wagering requirement for the winnings (if any) within 7 days, otherwise the free spins or any winnings sourced on said spins will be forfeited.
According to the player’s account records, the bonus was received on the 23rd of December and expired on the 30th of December, when the 1334.77 EUR remaining on the account have been automatically deducted by the system.

If I understand it correctly, then Sulejman won from these 28 free spins amount of €4700. Therefore he should wager €94000 to be able to withdraw €100 (maximum winnings) But because he failed to wager this amount in 7 days his remaining balance of €1334.77  expired.

During this process, somebody from live chat giving him advices and one of them was to make a deposit. (why would somebody advise to the player to deposit without finishing the wagering of the bonus)

I understand that according to the rules, Sulejman has no right for his winnings, mostly because he probably didn't know how bonuses work. I am just trying to understand why he made a deposit. I would appreciate if it would be possible to check from your side how your support team advised him.

I will keep complaint open for another seven days, in case that Sulejman disagrees with something and after seven days close the complaint as "rejected."

Because casino explained what happened and Sulejman didn't write here, I am rejecting the complaint.

The player can reopen this complaint anytime.