The player from Germany had his account picked for an additional verification process after accumulating a substantial win. The complaint was resolved as the player received his winnings.
BlackDiamondCasino - Player’s account has been blocked.
Amount: €4,000
BlackDiamondCasino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
after successfully implementing the bonus, i won a little over 4000 euros.
I submitted all the necessary documents and the verification was completed within 24 hours. I submit a withdrawal request for 4000 euros. I was told this could take up to 5 working days for the payment to be made. After exactly 1 week or 5 working days, my payment was made with the following justification canceled
Security and Management reserve the right to choose Accounts with pending payouts randomly for an additional verification process.
The process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the game sessions.
This procedure can be performed up to twice per year and depends significantly on the security level set by our Risk and Security Department.
I found out about this in live chat I was told again 10 working days that it would take a mail there was no.
It seems to me as if the casino wants to delay paying out unnecessarily. Is what the casino is doing right?
I trusted in the good reputation of casino guru and therefore paid in there and now regret how can the casino have such a good reputation. I was shocked to discover that the casino is already blacklisted on ask gamblers and works without a valid license.
Automatic translation:
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4 years ago
Dear Jörg,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed.
We are left with no other option now just to wait for the casino to complete their additional verification. I will set the timer for 14 days and check back with you at the beginning of November. I wish I could be of more help. Thank you in advance for your patience.
Best regards,
Petronela
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4 years ago
Thank you very much, Jörg, for your reply. 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.
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4 years ago
Translation
where is nick?
the casino has still not paid out after these 14 days.
in live chat you think you need more time.
I've been waiting for my winnings to be paid out for a total of 3.5 weeks, even though I'm verified
what a rogue casino i came across because i fell for the good reputation of the casino at casino guru.
how can you give this casino 8.2 / 10 points?
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4 years ago
I would like to ask Black Diamond Casino to join us and help us resolve the player's issue.
