Diamond Club won't release money - terms met

[Nanny Rose]

This place truly is a joke. After 2 hours on a saturday night talking to live chat they tell me their records show that i have not made any wagers at all with them. They admit that video poker and slots are allowed games (which i played), but they insist i have made no wagers on these games, and hence need to wager an additional £3300 for the £20 bonus i received. Ironically i was even playing video poker while i was bored waiting for an answer and almost definately wagered the entire wager requirement again while i was waiting. It's criminal that they can insist this.

This is completely untrue. I wagered on the correct games. I was told i can only sort it by phoning support.

New tactic from them when i phone. They DENY that i even have an account with them! I gave them all of my details, and they categorically insist that i have NO ACCOUNT with them. In the end they put the phone down on me after 20 minutes, even though i kept my cool and didnt tell them waht i thought of them (dont know how).

It's not even worth the hassle for just over £1000. I feel like i have no choice but to play some £100 a hand video poker, and either lose or make it worth my while trying to get paid. These people are scum.........

My cashout is only £1100

[cashroom]

I had problems with them too. They decided to change there bonus terms when they switched from boss media. They are probably having financial problems. I would stay away from some of the Playtechs they are probably having financial troubles.

[thelawnet]

I had problems with them too. They decided to change there bonus terms when they switched from boss media. They are probably having financial problems. I would stay away from some of the Playtechs they are probably having financial troubles.

I think when they joined up with Joyland/Club Dice, they must have given them tips on how to rip off their players.

[nektar4d]

Dont give up.
It is just their tactics. Insist on your payment with emails from time to time. (Also use playtech form). I think they will pay you afterwards. Avoid offending them as this is what they want and it doesnt help anyway. And of course avoid to play your balance until the matter is finished. (If u get too upset to wait, play all in progressive slots! If u lose u lose, if u win a jackpot u will meet whatever terms easily afterwards!)

I understand your frustation, I have been tortured by playtech casinos also.
The last threads are full of playtech casino problems. If only their software wasnt nice, I would abandon most of their casinos. But since the whole playtech picture is so disappointing, we have to live with their rules... Good luck getting paid.

[cashroom]

that is funny that I had a problem with them changing the bonus terms after receiving a unexpected bonus I didn't read the terms because I thought I new them so I couldn't cash out my winnings.

[sleeper]

Hello Nanny,

I am sorry to hear about your troubles with this casino. They do certainly sound similar to mine. From the other experiences I have read about it certainly does not seem like our treatment is unusual - rather it seems to be policy at Diamond Club to make cashouts as difficult as possible to attempt to discourage some from ever seeing their money. My advice to you is to stand firm and keep asking for your money, it seems that after some unknown point of hassles they will recant and let you withdraw. While I never heard a single thing from Playtech, it may be useful to use their complaint service as well.

I had not posted the details of my final discussion with diamond deal except to note that there were some games played, because I wasn't sure if there was much interest in this topic here. However since this thread is continuing with more problems I thought I would post a (rough) transcript of my live support session to let everyone watching know just how willing Diamond is to play games to not pay.

Somewhat funny story to tell: I decided to try live support as I was getting ignored via email and was unable to get anyone on the telephone that could/would help me.

Started live support, explained the situation and was told I needed to call them. Explained that I never got to talk to anyone when calling and asked the live support to help me out. She agreed but told me it was really busy and I would have to wait for a bit. Over two hours late she comes back - and is shocked that I'm still there. Heh. So we start going back and forth where I explain whats going on, and then 30-45 minutes late a I get a response. It went kind of like this:

me: I'm just trying to withdraw a bit of money. I've sent emails and called but never get any response.

her [30 minutes later]: Which day did you send your email.

me: I sent emails on the 13th, xx, xx, xx, xx, xx, xx (7 total)

her [45 minutes later]: They have responded to all your emails

me: that's not true, I got a "we're forwarding your email to accounting" response on the xxth but haven't gotten any response to my last 4 emails except for the autoresponder.

her [30 minutes later]: They have not received any emails from you at all

me: ???

her: could you please resend all of your emails to support@diamond-deal.com <-- note incorrect email address

me: are you sure thats the email? I've been using suppport@diamonddealcasino.com

her [30 minutes later]: Sorry, you're right.

me: Ok, I resent all my emails. The Autoresponder case # is xxxxx

her: [30 minutes later]: They have not received those emails, could you please send them again?

me: Ok, I resent all my emails, the Autoresponder case # is xxxxx

her [30 minutes later]: They have not received those emails, could you please send them one more time?

me: ??? Your system is getting them every time, but ok. I resent them, the case number is xxxxxx

her [45 minutes later]: They have gotten your emails now, they will right you back within a few days.

Total time online with live support was just shy of 6 hours, heh. Anyway, after all of that I didn't have much hope. But later that night I did get an email response saying management has decided to make a special exception in my case (???) and I was free to withdraw. That was on the 27th, money hit my neteller today on the 31st.

[Nanny Rose]

Well, i ended up wagering over £10,000 on video poker for a £20 cashable bonus (i know my previous post says £25 sticky - i got it wrong) in the end. Finally support agreed that i had met the wagering, and i could cash out. Logged in today, and my cash out has been reversed.

Here is a screenshot of the chat over 2 sessions. There's no point phoning, as they just put me on hold for half an hour, transfer me around, and then put the phone down. As previously said, last time they flatly refused that i even had a casino account there. I've never even had a reply to the 20 emails i sent.

Funny thing is...... a few weeks ago i had a call from a VIP manager asking me to deposit £1000, and offering me £500. When i said that i had huge problems getting my most recent cash out and asked what's going on.... she put the phone down!

[Nanny Rose]

Well, after a miraculously quick live chat session (for diamond club standards that is), they have agreed its all ok (should be for £10k+ for a £20 bonus).

I've been asked to try cashing out again. Here's the screenie for posterity....

[Nanny Rose]

Oh qeulle surprise....... just logged in and they've reversed the cash out again after wagering probably 5 times the wager requirement and being told twice that i've met all the terms.

Going on holiday in a few hours, so i'll do battle with them when i get back!

[scrollock]

there use to be a time whenever you saw a complaint on here it would always be RTG, nowadays these seem to have dried up and nearly every complaint is about a playtech now.

even the complaints about virtual & its associates have gone, yet complaints about these antiguan playtechs & their associates are popping up to regularly for my liking.

i think the best advice for anyone at the moment is to keep away from playtech till they clean up their act.