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Generate my withdrawal from February 11. They informed me that I would deposit two weeks later, which bothered me since before playing. Validate my data and ask how the payments were and they commented that they are from 4 to 24 hours later, they saw my annoyance and said it would be the weekend. I ask them the date and they say the system does not show dates and they do not know how to tell me, I have a copy of all this data. What am I telling you?

Genere mi retiro desde el día 11 de febrero. Me comunicaron me depositaria dos semanas posteriores el cual me moleste ya que antes de jugar. Valide mis datos y pregunte como eran los pagos y comentaron que son de 4 a 24 horas después, vieron mi molestia y dijeron sería el fin de semana. Yo les pregunto la fecha y dicen el sistema no arroja fechas y no me saben decir, tengo copia de todos estos datos. Que les estoy comentando

Dear Martha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are asking for help with a delayed withdrawal?

If that is the case, I would like to point out that it’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

How many days is a casino authorized to make its payments?

Cuantos días tiene autorizado un casino para hacer sus pagos?

Thank you for your reply, Martha. Please note, we usually give casinos two full weeks to have enough time to process a withdrawal.

Ok I will wait for my refund of 10,000 thanks

Ok esperare mi reembolso de 10,000 gracias

Dear Martha,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hello, they have not actually paid me my 10,000.00, which up to now they do not give me a date for my payment. Only that soon they hope it will be reflected. What should I do

Hola efectivamente no me han pagado mis 10,000.00 que hasta el día de ahora no me dan fecha para mi pago. Solo que pronto esperan se vea reflejado. Que debo hacer

Now they just told me. That the system says they will pay me in a maximum of 72 hours. Every time the agreed date arrives, they change their decision, what should I do now, this Monday is February 28, the end of the month

Ahora me acaban de decir. Que el sistema dice me pagarán en un máximo de 72 horas. Cada que les llega a su fecha lo acordado, Cambian de desicion, que debo hacer ahora este lunes es28 de febrero fin de mes

I just want to rectify. My amount owed is 10,000.00. In the casino it says that you should put in 10. That means 10,000.

Quiero nada mas rectificar. Mi cantidad que se adeuda es 10,000.00. En el casino dice que deberá poner 10. Eso quiere decir 10 000.

Thank you for your response. Could you please advise if you have made any successful withdrawals before? What payment method to withdraw your winnings have you opted for?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

Hi, this is my first time playing. Verify my account before, so that I would not have problems. Generate my deposit. Even since there is emoece I have seen something strange deposited at 6 pm and they told me that it was not reflected. After demanding with so many people, they applied it at 8:30. That was Thursday February 10th and I checked out for the first time on February 11th. Be careful, the boy insisted that I give him the 1st that didn't add up, check the data well, I read everything and it must be 10, which would be the 10,000. It's even the maximum that can be withdrawn, so the rest was like 300. I kept playing it and I lost it. My husband wanted to verify his account and the system no longer allowed him, I don't know why. Right now I asked them about my deposit, and as I told them they change the date until time runs out, now they say that this week they expect it to remain, that's how they are doing

Hola es la Primer vez que juego. Verifique mi cuenta antes, para que no tuviera problemas. Genere mi deposito. Incluso desde hay emoece ha ver algo raro deposite a las 6 pm y me decían que no estaba reflejado. Después de exigir con tantas personas mm e lo aplicaron a las 8.30. Eso fue el jueves 10 de febrero y retire por primera vez el 11 de febrero. Ojo el chico me insistía que le pudiera 1 ta que no me cuadraba cheque buen el dato, leí todo y debe ser 10 que serían los 10,000. Incluso es lo máximo que se puede retirar así que lo demás que fue como 300. Lo s seguí jugando y lis perdí. Mi esposo quiso verificar su cuenta y el sistema ya no se lo permitió, no se porque. Ahorita les pregunté sobre mi deposito, y como les comenté cambian de fecha ta que se les agota el tiempo, ahora dicen que en esta semana esperan que quede, así le van haciendo

Thank you very much Martha for your email. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Martha,

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

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

Hello, you know, they already paid me. But I want to tell you that it is a lousy casino. I deposited him again. And it turns out that the I to 76,000 and you think that the bonus was not yet released in your concentrate said that I have 15,000 and I still had to reach 45,000, that is, the bonus was 2,000 as it happened and they did not want to pay me. I already left it for ka peace. Terrible and they didn't answer me... Better Bay of that casino. Bad bad and nothing else they authorize a withdrawal of 10,000 and as soon as it is deposited you can withdraw again. Something illogical. don't believe

Hola sabes ya me lo pagaron. Pero quiero decirte que es un casino pésimo. Le deposite de nuevo. Y resulta que la su I a 76,000 y que cres que todavía no estaba liberado el bono en su concentrado decía que tengo 15.000 y me faltaba llegar a 45.000 osea el bono fue de 2.000 como vez y no me lo quisieron pagar. Ya lo deje por ka paz. Pésimo y no me contestaban.. Mejor Bay de ese casino. Malo malo y nada mas autorizan un retiro de 10,000 y en cuanto se deposite podrás volver a retirar. Algo ilógico. No cres.

Hello Martha,

Do I understand correctly, you have received the payment of 10,000? Are you now waiting for another payment or is the matter resolved?

No. I am owed nothing

Just lousy casino observation.

No. Se me adeuda nada

Solo observación pésimo casino.

Hello Martha,

Thank you for clarifying the situation, I am glad to hear you have received all of your winnings.

As you have received your payment I will now mark the complaint as 'resolved' in our system.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam