HomeComplaintsDiamante Casino - Player’s withdrawal has been delayed.

Diamante Casino - Player’s withdrawal has been delayed.

Black points: 186

Amount: Mex$4,400

Diamante Casino
Safety Index:Above average
Submitted: 01 Mar 2023 | Unresolved : 20 Mar 2023
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

1 year ago

The player from Mexico has requested a withdrawal six months prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Casino has not reacted to the complaint therefore it is marked as unresolved.

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1 year ago
Translation

Since August of last year I requested the withdrawal of my money, to date it has not been processed, customer service only says that it has delays in its withdrawals, they have been saying the same thing for months and that it is in the last stage of the process but they do not give solution, each time I contact them it is exactly the same answer.

Automatic translation:
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1 year ago

Dear gsalinasrepti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have withdrawn any winnings successfully in the past from this casino? Was your account fully verified? Have you been advised what caused this extreme delay?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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1 year ago
Translation

Hello Petronela, yes, I made two successful withdrawals but with one or two days of delay on your part, the account has been verified with the documents that they requested at the time, they only say that they have delays in all their withdrawals and that this It affects mine, for weeks they only say that my withdrawal is in the final process and that as soon as it is completed they will let me know, the same for months. Thanks for your attention.

Automatic translation:
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1 year ago

Thank you very much, gsalinasrepti, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

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1 year ago

Hello there,

Thank you gsalinasrepti for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Diamante Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.


Thank you!

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1 year ago

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 year ago

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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