Diamond 7 Casino - The player's verification is delayed.

Hello I am from Rosario, Argentina.

I played at a casino called diamond7casino.com.

I deposited and played without a bonus.

I verified my account by sending all the documents they asked for.

They paid my first withdrawal.

After a while they asked for additional documents and I sent all of it.

I sent them all my documents. They insist on paying my bank.

I sent them my bank statement and they are still not paying me.

Hello dandan22,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Diamond 7 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello Nick, 

This has been ongoing since April. As far as I know everything has been approved including ID, bill, etc except my bank statement. The site doesn't want to send to my skrill account, the insist on sending to my bank which is irritating but ok. 

So the ask for my bank statement and bank information. I have emailed them this and they have not verified it yet. They didn't tell me there was any problem with it. They just don't reply to the email that I sent to them with the bank statement. 

Their last response was July 30 asking for my bank information and bank statement. I emailed that and have sent 3 or 4 follow up emails with no reply . 

Thank you dandan22 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi dandan22,

I've just reviewed your case and fully understand your concerns regarding this problem with the verification. I'll try my best to help you by contacting the casino.

Dear Diamond 7 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the case?

Looking forward to hearing from you.

Regards,

Natalia

Hello dandan22,

First of all I would like to apologies for the inconvenience and thank you for the details that you have provided here.

I can confirm that we are looking into it internally and will have an answer for you in the coming days.

Should you wish to send over more information or have any questions, please do so at simon@superflypartners.net .

Best Regards,

Dear Diamond 7 Casino, thank you for the reply. I hope, that we will hear from you soon. Please, take your time to investigate the case and keep us updated.

Best wishes,

Natalia

Hello, the casino has now paid me in full. THank you!

Hi dandan22,

I'm happy to hear that you finally received your money! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia