Diamante Casino - Player’s withdrawal has been delayed.

Diamante casino is a scam, it does not pay you, I have been waiting for more than 10 days for my withdrawal to be reflected when their policies say that withdrawals take a maximum of 48 hours and when contacting the casino's whatsapp they only make fun of it and always tell me the same thing I do not recommend this eye casino do not fall for this type of fraud do not play diamond casino.

Dear elizagarcia0189,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

It's been 13 days and I haven't contacted them and they say they don't know anything and to wait.

Thank you very much, elizagarcia0189, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 elizagarcia0189,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Diamante Casino to join the conversation and participate in the resolution of this complaint.

Dear Diamante Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Adam

Hello elizagarcia0189,

I have not yet received a response from the casino. Upon the expiry of the timer, I will attempt to contact them once more.

21 days and they no longer respond to me, all I need is for them to block my account and I'm already screwed (diamante casino) they are a bunch of thieves the truth is I'm tired of this situation it's sooo annoying

Hello elizagarcia0189,

We have also had no response, I will attempt to contact them once more in the hope we can find a resolution to your issue.

We would like to ask Diamante Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear elizagarcia0189,

I have tried to contact the casino repeatedly but had no response. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Dirección General de Juegos y Sorteos (http://www.juegosysorteos.gob.mx/en/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. Please let me know how they respond (adam.m@casino.guru).

I am sorry that I could not be of more help.

Best regards,

Adam