The player from Germany had his account blocked without further explanation while completing bonus wagering. The complaint was resolved as the player's account was re-opened and withdrew his winnings successfuly.
BlackDiamondCasino - Player’s account has been blocked.
Amount: €3,660
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
3 years ago
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3 years ago
Translation
the casino blackdiamond locks my account while i am implementing my bonus.
At the beginning of the bonus I was able to win 5000 euros and was now able to successfully implement the bonus.
When I suddenly couldn't play with 80 percent of the bonus implementation and a total balance of 3660 euros (slots didn't start anymore) I asked myself what's going on and once I couldn't log in either.
I checked my mail and found this:
Hello JORG, We hope this email finds you well.After a complete review of your account activity, the Management Team has decided to bring our business relation to an end and to permanently close your BlackDiamond account, in accordance with the following rule in our Terms and Conditions: '2.6.4. The Company reserves the right to cancel the User's Account for any reason whatsoever, at any time, without notice. 'Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter. We wish you the best of luck in future endeavors. Regards,
BlackDiamond Support Team
The deactivation of the account took place in the middle of the bonus implementation when the casino noticed that I had won a large amount.
just close the account when the customer wins a large amount and doesn't have much to venture into, irresponsible something like that.
80 percent of the bonus has now been implemented (200 euros deposit + 400 euros bonus 35x d + b) 17000/21000 wagered 80 percent wagered ready.
Automatic translation:
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3 years ago
Dear Fowi,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise which exact bonus you have redeemed? Have you completed your account verification successfully?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
200 percent bonus have deposited 200 euros and receive a 400 euros bonus so a total of 600 euros.
received this mail today:
Hello,
Hope this email find you well!
Your account is open now.
Thank you for your understanding in this matter.
Have a great day!
You have activated my account again today so that I have the chance to finish my bonus.
after successful implementation i was able to win 4812 euro and have applied for this to be paid out.
once 4000 euro (max 4000 euro payout limit per week)
and one time 812 euros
both payouts are now pending and i have to wait for the winnings to be paid out
My account is verified and I already had 2 withdrawals in this casino once 4000euro and once 2400 euro which were also successfully executed.
Automatic translation:
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3 years ago
Translation
after successful implementation of the bonus and application for payment, my account was deactivated again
Edited
Automatic translation:
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3 years ago
Thank you very much, Fowi, for the update. Account closure might be temporarily only.
I will set the timer for additional 6 days and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Translation
so far, no payment of the winnings has been made.
Automatic translation:
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3 years ago
Thank you very much, Fowi, 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.
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3 years ago
Translation
received first payment of 4000 euros today
Automatic translation:
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3 years ago
Thank you fowi30 for keeping us updated. Please let us know if you will receive your second withdrawal. If the casino said there is a 4000€ weekly limit, you will most likely receive it next week.
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3 years ago
Dear fowi30,
Could you please advise if you have received your second withdrawal? Please note, if you won't respond to us within the next 7 days, we will be forced to reject your complaint.
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