The player from Switzerland had his bonus winnings voided after he accepted another promotional offer.
BlackDiamondCasino - Player’s bonus winnings have been cancelled.
Amount: €500
BlackDiamondCasino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
BlackDiamondCasino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
With € 100 I had a 300% bonus 35 times, ie 10500 times, which is almost impossible, and met the sales criteria. A profit of € 500 was credited to my real cash account which I paid out. after that I was informed by message but while waiting for the payment to accept one of the great deposit deals although what I didn't know violated the bonus rules if you accepted another bonus. I had accepted a bonus of € 75. Two days later I had € 94 in my account and my € 500 was gone. I hope that the casino reacts to this and that it will be resolved which I am very disappointed.
Automatic translation:
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4 years ago
Dear Markus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked Additional Terms and Conditions (Applicable to All Bonuses), and this is what I found:
"Insurance bonuses
Insurance Bonus is a monetary reward representing a certain amount of the 1st deposit made into your account, money that has been put into the games, which you can claim back.
Additionally, qualifying players must fulfill the following terms:
Players must have no pending withdrawals."
It means that while your withdrawal was pending, you were not allowed to accept any additional bonuses.
I’m sorry we couldn’t help you to resolve this problem, but, please do not hesitate to contact us if you run into any issues with this or any other casino. Please let me know if there is any additional information to support your case, otherwise, I will be forced to reject this complaint. Thank you for your understanding.
Best regards,
Petronela
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4 years ago
Translation
I was asked by the admin while I am waiting for the payment if I should claim another bonus
Edited
Automatic translation:
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4 years ago
Thank you very much Markus for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.
Could you please forward the screenshots to jozef.k@casino.guru as they were not uploaded properly? Thank you.
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4 years ago
Hello Markus,
We absolutely appreciate that you shared your experiences with the Casino Guru team. I haven't received the email from you, could you send me the screenshots, please?
