BlackDiamondCasino - Player’s struggling to withdraw their jackpot winnings.

I get 25 free spins a week from this casino.

I first won 600 euros when I was a little quietly prlas. I made a withdrawal request for 500 euros.

Congratulations on the victory and asked for the documents.

I sent them to them.

Reported that it will take 5 business days for the account to be verified. There was a notification that my ID card needs to be renewed. I ordered a new ID card.

At this point, I had already contacted the game’s producer, Betsoft, who congratulated me on the win and after telling them they said there can never be any outstanding jackpot winnings.

They said that of course the casino had to pay and were connected to the black diamond casino.

Then I got a message from them that they will soon be contacting me about the payment because they had been to their AMS (I don’t know what this is) and at the same time apologized when they now have a tight situation because of Covid 19 and things are not going that way.

The Casino cannot refuse to pay a progressive jackpot.

I have step by step all the screenshots.

At my own account at Black Diamon Casino (I finally got a new ID card from the police department), the money was transferred so that it was no longer even a euro with bonus money but could be withdrawn.

I made € 4,000 withdrawals from the casino. They stated that I could raise vaam 4000 e / week.

I was wondering if it would take me two years to get my money.

Well then, there was a chance to raise a visa on the card. So I had made the deposit they required for 25 euros and I was only able to withdraw it through some services unknown to me.

I then made a cash out of someone's bank and now my account had 77 euros and the whole amount has disappeared from my game account.

I've been in contact with Betsoft but they have tsto varmaam closed covid19 because when they do not even availe mails or messages.

I have also been in touch with Black Diamond Casino owner of the company.

Dear Sensusan,

Thank you very much for submitting your complaint and forwarding all the relevant communication. Do I understand it correctly that you have hit the jackpot while playing with No Deposit Registration Bonus? I have checked general bonus terms and conditions, and this is what I found:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100."

According to our Fair Gambling Codex, we consider win limits to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you clarify if you have accumulated winnings from 25 Free Spins - No Deposit Bonus? Looking forward to hearing from you. Thank you very much.

Best regards, 

Petronela

So I have been a member of several months, Black Diamond Casino and get 25 free spins every Monday.

With that money, I first quietly won up to 600 euros and made a withdrawal of 500 euros and left 100 euros in my account. The withdrawal request was confirmed and the identity was verified, but the identity card had expired.

So it took almost a couple of weeks.

I played and won the jackpot.

When I contacted betetsoft, betsoft stated that the Jackpot win is due to be paid and they are connected to the casino.

I sent Betsoft my ID and information and got the answer that they see my entire game history and it is up to them to pay me the winnings.

Black Diamond has only stretched the issue with circular answers and not even answering the questions I asked.

There is a constant message that I have to be patient.

A Betsoft representative contacted us and the situation is standing there because of the corona.

However, this is EUR 125 000.

Dear Sensusan,

Thank you very much for your quick reply. Do I understand it correctly that the whole balance of €125.000 has disappeared from your casino account? Thank you.

Dear Sensusan,

I’m sorry but I still don’t understand. How much is your balance now, please?

My balance is now € 0.16

They removed all my winnings from the account

Thank you very much Sensusan 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.

Hello Sensusan.

Thank you for providing us with all the information. We will now try to get in touch with the casino.

Hi there,

Kindly note that the winnings originated in a free bonus, and as per the VIP level of the account and our Bonus Rules page, item 2.1.9. Free bonus withdrawal limits, maximum withdrawal amount from free bonus money are as follows: (i). Basic maximum 100.

The bonus in question was received on the 16th of March as a set of 25 free spins from our email promotion. The wagering requirement for the bonus was completed almost 8 hours later, resulting in winnings of 759.5. One hour and 20 minutes later a withdrawal request was placed for 600.

On the 23rd of March the withdrawal request was declined and the funds returned to the account balance, as per our Banking Page "You can cash out winnings from free bonus money if you have at least a minimum deposit of 25 made in the last 5 days before PLACING the payout request." Since the account did not have a deposit made in that time frame, the request was declined. Roughly 7 hours after the funds were returned to the account balance, another withdrawal request of 100 was placed, leaving the remaining 500 originated in the free spins in the account playable balance.

The 500 were then put into play, and on the 25th of March a win of 124,190.7 was recorded and added to the account balance.

A number of withdrawal requests were placed on the 25th, 26th, 27th, 28th, and 29th of March, of 4000 each. The requests were reviewed and declined on the 30th of March, since no deposit was made by that time, according to the rule stated above in regards to cashing out winnings from free bonus money.

A new withdrawal request was placed on the 30th of March and 2nd of April, for 4000 each, which were then reversed by the player on the 3rd and respectively 7th of April.

A deposit of 25 was made on the 11th of April, and two withdrawal requests were subsequently placed on the 14th of April, one of 4000, one of 500. On the 15th of April, the player reversed the withdrawal request of 500 and placed a new one of 4000.

On the 16th of April, the withdrawal request placed on the 14th of April was reviewed and approved for 100, as per our Bonus Rules.

I can't directly capture emails because they show all my personal information.

In that, however, the answers that I have received Black Diamond Casino.

Following the withdrawal request, it was announced that processing would take 5 business days. After 5 working days it was announced that 5 more working days had not elapsed and after that it was announced that a deposit should have been made before the withdrawal request.

I was then asked to make a deposit so that the money could be transferred to my account.

I made a deposit and a new withdrawal request, nevertheless the money did not arrive in my account and every time I got the same answer wait 5 working days.

Yes, I added € 4,000 to the withdrawal request every day and they were always removed from there.

At this point, there was already a Betsoft representative who said that Black Diamond Casino has to pay the winning amount in a growing jackpot game and gave them my ID so they could check my Game Account from the start and they saw my winnings and stated that the casino has to pay and their own agent is connected to the casino .

I will be able to deliver all of these messages if I receive an email address where my information will remain out of public view.

Dear Black Diamond Casino team.

Could you confirm the player's statement, please?

Hi there,

Because the winnings originated from free spins, the winnings are capped at 10 euro as per the terms and conditions mentioned previously in this thread.

The previous casino response was € 100 and now the response was € 10

that is, you will appreciate how much conflicting information I have received from the casino!

Black Diamond Casino is a non-payout scam casino!

My apologies for the typo, I meant 100 euro, as per the general bonus terms and conditions.

Regards,

Team Black Diamond Casino

Yup !

This is what this has been like.

Congratulations on your victory.

Payment will be made in 5 business days.

After 5 business days ...

Hello, if you have not made a deposit within 5 business days, your withdrawal will be credited back to your game account.

If this is not addressed by a sworn statement, the casino will not pay customers' winnings.

It is very clear.

In a customer's account, bonus winnings appear as bonus money and winnings as real money winnings.

Now but the casino kept my winnings to itself and I lost confidence!

Hopefully people will realize to stop playing Black Diamond Casino because here is a clear evidence of scams.

Police are investigating the case!

Dear Team Black Diamond Casino.

Since the player hasn't confirmed your statement. Please, could you provide us with proofs sustaining your claims?

You may post it here and we will mark it as sensitive (Casino.Guru, Black Diamond Casino and player will be able to see it) or you can send it directly to my email address jozef.k@casino.guru .

Best regards, Jozef

Hi everyone,

Kindly note that while a bonus has a wagering requirement it will be displayed in the bonus balance.

Once the wagering requirement is completed, the balance will be transferred to the cash balance so as to make it available for withdrawal. However, that does not change the origin of the winnings, it is merely a way to discern between a balance with an active wagering requirement and a balance no longer restricted by a wagering requirement.

In this case, the origin of the winnings was from the set of 25 free spins received on the 16th of March, as previously confirmed by Sensusan10.

I don't understand that answer right now.

Can Casino Guru now ask for a clear answer to where did the money accumulated by people lose from the progressive jackpot game Legend Of The Nile?

How the Casino can rely on free spins that are passed on to the customer once a week, which no longer distinguishes between winnings with cash and bonus money.

I have not deposited money and won money, but I am not allowed to withdraw but the money was withdrawn from my game account after 3 weeks.

It will last forever if you always have to wait 6 working days for an answer and then get an answer that doesn’t clarify anything.

Black Diamond casino cheats people and no one is able to withdraw winnings from there because they give weekly free spins and claim that the winnings are just free spins!

After the win came, I no longer had any bonus money AND THE WIN DIDN'T COME IN FREE ROUNDS.

The win came when my game account already had almost 900 euros in money !!!

Will I take the matter to court so that the matter can be resolved because it does not seem to be resolved in this 6-day response interval!

I had a € 600 withdrawal request that was already accepted, but my expired ID had to be upgraded to a new one at the police station and when I submitted a new valid ID card and my winnings had risen to just under $ 125,000 from the $ 600 withdrawal request and € 100

I can provide Casino Guru with my Game Account passwords and usernames to see how everything has gone.

Black Diamond casino pulls payment!

Now I no longer always wait for a new response time, but I want a response and if it is negative, I will refer the matter to the police for fraud.

There, people have put money in and raised the amount of progressive giant to 125,000 and it is a scam to all players that the casino refuses to pay the profit and KEEP THE MONEY TO ITSELF !!

Anyone who looks at my information and game account agrees with me!

Hello there, 

Dear Sensusan.

Unfortunately, we have to agree with the casino, the bonus remains active until your withdrawal request is made. Therefore, the bonus conditions still applied in your case and it is an industry-standard that the bonuses have tri phases, bonus activation, wagering and withdrawal request. I completely understand your point and I am very sorry about this situation. 

Dear Team Black Diamond Casino.

Could you explain what happened with progressive jackpot amount, please? 

Hi there,

The jackpot in question was not a progressive, but locally seeded jackpot. We are still in the process of reseeding the jackpot, but it should be back again soon.

Kind regards,

Team Black Diamond Casino

Betsoft itself says it is in play;

progressive video slot

As you can see.

Black Diamond casino twists things all the time but looks different.

This debate is completely pointless.

A lot of time has passed and no clear information has come.

My win was lost, I didn’t get my € 125,000 win and the casino kept the money itself.

Black Diamond Casino cannot be recommended and a report of a crime must be made.

It is far too much to always wait a week for a casino response that is still flawed and a scam.

Betsoft gaming

Dear Team Black Diamond Casino.

Although the player's screenshot is from a different game, I found on the official website of the game provider that the game should include the progressive jackpot.

Could you provide us with explanation and proof which sustains your claims, please?

Oen has received confirmation from Betsoft that Legend Of The Nile is a progressive jackpot game.

I have also received confirmation Betsoft get by winning a sum of money that I'm entitled to!

Black Diamond casino but pulls the fee.

I am ready to go with the case to court.

The Black Diamon casino could pay as much as half of the money I won, but will not agree to anything conciliatory but will prolong the matter.

You’ll probably notice how Vlack Diamond Casino properly stretches the handling of the case, letting the drive pass.

I have taken the matter to the police for investigation and they also expect a solution to this through, before the prosecution.

A representative of Black Diamond Casino constantly provides incorrect as well as vague information.

The Casino has not even made a conciliation proposal on the matter but is irrelevant to the matters and without correctness.

I joined the group in European casino players and I will bring the whole matter up there as well, the Black Diamond casino player volumes will plummet.

I joutunyt online casino cheating, because they do not pay me to beat jackpots.

I have made and acted in accordance with the instructions Casini and when they are no longer in any other verukkeelöa have broken voittoani, they emptied my account.

Betsoft also supported me that the Casino must pay the money I won in the Legend Of The Nile game.

Black Diamond Casino had transferred 75 euros to my account ?? !!

That, too, was a very strange amount because they said they would transfer 100 euros.

They have not transferred any other money to my account.

Black Diamond Casino is a cheater, the Jackpot I won never even returned to the game Legend of the Nile but the game started to accumulate money from the beginning as you can see from the previous screenshot.

So the money went to the casino, this raises a big unpopularity among the players who play the game and use it to increase the "winning amount".

I haven't even received a conciliation fee or message from Black Diamond Casino !!!

Hi there,

I have been communicating with Jozef privately via email, it has certainly not been my intention to prolong the moderation in any way. Unfortunately complex issues can take time to solve.

I will check the 75 euro transfer you mentioned.

Best,

Team Black Diamond

Jozef Krucay can you tell me what the situation is?

Can a Black Diamond casino keep the money I win for itself?

Dear Sensusan.

I am very sorry about the delayed response but since your case is about the really huge amount we wanted to be sure about our decision. 

I will firstly start with the jackpot. We have been provided with relevant information and proofs that the jackpot winnings were not from the progressive jackpot of the game provider, but locally seeded jackpot as the Black Diamond Casino team has mentioned.

Secondly, about your winnings, as I have mentioned already above. I am very sorry Sensusan, it is very unusual to win so big amount and I completely understand the difficulty of your situation, but since you have won when the bonus was still active, we believe you are not entitled to the winnings. 

For example, we may compare the bonuses to the flight tickets and luggage. If you buy the ticket with max 20kg luggage you agree with their conditions and if you bring 23kg suitcase you need to remove the 3kg over the limit.

This is the similar case, you took the bonus, agreed with the conditions and they are active until you request for withdrawal or lose the whole amount. 

Sensusan, I am very sorry about the whole situation and I hope you understand that we are completely independent service. If you do not agree with us you can always file an official complaint at the licensing authority of the casino (Curacao) and we will gladly help you with that.

Please, let me know if you have any questions or require further assistance.  

Best regards, Jozef

Casino.Guru

P.S. You can always contact me on my email address. jozef.k@casino.guru

Dear Black Diamond Casino.

Please, could you explain the €75 instead of the €100?

Hi there,

The player opted for a wire transfer withdrawal, which has a fee of 23 eur. The fee is deducted from the withdrawal amount when the transfer is made, and since the player had a withdrawal of 100, the remainder of the funds after the fee reached their account. Please note that the recipient bank may also have an international transfer fee.

Dear Sensusan.

We can confirm that the casino clearly inform about this fee on their website and you can also find this information in our review.

Although this situation is unhappy, I am sorry we could not provide you with a satisfactory explanation, we believe the casino behaviour was justified. But if you do not agree with our decision you can always contact the licensing authority of the casino as I have mentioned above.

We will now mark your complaint as 'rejected'.

Best regards, Jozef

Casino.Guru