HomeComplaintsDiamond Club VIP Casino - Player’s withdrawal was cancelled due to a breach of the Bonus T&Cs.

Diamond Club VIP Casino - Player’s withdrawal was cancelled due to a breach of the Bonus T&Cs.

Amount: €400

Diamond Club VIP Casino
Safety Index:Very low
Submitted: 05 Nov 2019 | Case closed : 21 Nov 2019
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 years ago

The player played with a no deposit bonus and managed to win some money. When he tried to make a withdrawal, it was cancelled. The casino support stated the player played a restricted game and therefore breached the Bonus T&Cs. The player claims the list of restricted games wasn’t available. We rejected the complaint because the player didn't respond to our messages and questions.

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5 years ago
Translation

I played above og casino with registration onus without deposit. As with many casinos, I also had to implement a certain sum here until I had the opportunity to withdraw some. When I was ready, I wanted to be paid 400.00 €. Today (05.11.2019) I got an email that my payout was rejected.

Then I contacted via the chat of the website and they told me that I had played "forbidden games".

On my question where to read which games are prohibited, I was referred to the terms, but there was nothing about which games are excluded from the bonus balance and which are not.

Not even if you choose a game is pointed out.

I hope you can help me there.

With best regards

Christopher

Automatic translation:
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5 years ago

Dear Christopher,

Thank you for contacting Casino Guru and letting us help you with your issue. I looked at the casino promotions, but I wasn’t able to find any no deposit bonuses. Was it a special offer by any chance? Do you have a screenshot of the bonus you could send to us? That would be very helpful. 

Best regards,

Peter

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5 years ago

Dear Christopher,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Best regards,

Peter

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5 years ago

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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