Diamond Club won't release money - terms met

[sleeper]

I signed up for a new account at Diamond Club on August 12th. As part of the signup I received an email including a deposit deal:

Don't forget to pick up your First Deposit Bonus of $609! All you have to do to get it is deposit $200 or more in your acount and get a $306 Free Bonus. And on your second deposit of $200 or more, you will get another bonus of $303 Free!

Example:
1st Deposit of $200 and up, Get $306 Bonus.
2nd Deposit of $200 and up, Get $303 Bonus.
Total Free Bonus $609.

[...]

For terms and conditions: http://www.diamondclubcasino.com/sta...omo_terms.html

I planned to take advantage of this deal, however before I did I asked online support to confirm the terms of the deal including the wager requirements and allowed games - the online support echoed the terms as laid out in the link presented. 15x deposit and 15x bonus "Bets placed in the games of Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Blackjack (all sorts of Blackjack), Craps or SicBo (all sorts of SicBo), do not fulfill players obligations with regards to the minimum wagering requirements." - I have a screenshot of the online support.

When I had finished the gambling, having only played Jacks or Better 4 line poker, I confirmed I had exceeded the wager requirements via checking my comp points and requested a cash out. The cashier told me that I was unable to withdraw this amount, and that my max withdrawable was $0.

I wrote support an email on the 13th asking them to confirm my wagering and allow me to cash out. They responded that I had done $0 of wagering towards my bonus. I wrote back and asked them to look into the issue, as I had met the wagering requirements per the terms that had been explained to me. They indicated they would refer the issue to their accounting department.

It has been 11 days since they first forwarded the issue to their accounts department. I have never gotten a response indicating any reason why my balance is not withdrawable. I have sent five additional emails since then, the first of which was responded to by saying that the accounts department would respond when they could - the additional four emails have been completely ignored. I have also called them 3 times, two times I was kept on hold for more than twenty minutes each never talking to a human. The third time I was told that the person I needed to speak to wasn't in, but they could not tell me when they worked or when I could call back to talk to them.

From a discussion on another message board I know that I'm not the only one that diamon club is refusing to pay or refusing to respond to. From what I gather they have told other people that they changed their terms and will not honor the old ones - even though they still have them posted. However they have not even had the courtesy of explaining their position to me - they simply ignore all communication. Obviously I find the idea that they quote one set of terms on deposit and another set on cash in unacceptable if that is indeed their position - and I expect my money.

I've filled out Playtech's dispute form however I don't have much faith in that venue. Hopefully a few other people that this casino is refusing to pay can chime in here to agree that this is not an isolated incident.

[popotto]

I didn't have any problems with this casino, I played through the wagering requirement with 4-line JoB (hit a royal flush ), e-mailed support to confirm, then cashed out after sending in documents. All very standard, all very easy.

However, I've heard about their changes to their terms recently, so I would suggest people don't play at the casino with a bonus until the issue is cleared up.

[jon593]

i just did this deal the other day and chatted with live support before i deposited to confirm that vp was allowed when they told me no i grilled them for a while on the change of the terms that they stated me earlier and that are stated on their website. long stroy short after about 20 min i just dropped the casinomeister name and said i was coming here with screenshots to post about the changes then went back a little while later and deposited and played vp and was allowed to cashout without a hitch so far (knock on wood)

[thelawnet]

I signed up for a new account at Diamond Club on August 12th. As part of the signup I received an email including a deposit deal:



I planned to take advantage of this deal, however before I did I asked online support to confirm the terms of the deal including the wager requirements and allowed games - the online support echoed the terms as laid out in the link presented. 15x deposit and 15x bonus "Bets placed in the games of Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Blackjack (all sorts of Blackjack), Craps or SicBo (all sorts of SicBo), do not fulfill players obligations with regards to the minimum wagering requirements." - I have a screenshot of the online support.

When I had finished the gambling, having only played Jacks or Better 4 line poker, I confirmed I had exceeded the wager requirements via checking my comp points and requested a cash out. The cashier told me that I was unable to withdraw this amount, and that my max withdrawable was $0.

I wrote support an email on the 13th asking them to confirm my wagering and allow me to cash out. They responded that I had done $0 of wagering towards my bonus. I wrote back and asked them to look into the issue, as I had met the wagering requirements per the terms that had been explained to me. They indicated they would refer the issue to their accounting department.

It has been 11 days since they first forwarded the issue to their accounts department. I have never gotten a response indicating any reason why my balance is not withdrawable. I have sent five additional emails since then, the first of which was responded to by saying that the accounts department would respond when they could - the additional four emails have been completely ignored. I have also called them 3 times, two times I was kept on hold for more than twenty minutes each never talking to a human. The third time I was told that the person I needed to speak to wasn't in, but they could not tell me when they worked or when I could call back to talk to them.

From a discussion on another message board I know that I'm not the only one that diamon club is refusing to pay or refusing to respond to. From what I gather they have told other people that they changed their terms and will not honor the old ones - even though they still have them posted. However they have not even had the courtesy of explaining their position to me - they simply ignore all communication. Obviously I find the idea that they quote one set of terms on deposit and another set on cash in unacceptable if that is indeed their position - and I expect my money.

I've filled out Playtech's dispute form however I don't have much faith in that venue. Hopefully a few other people that this casino is refusing to pay can chime in here to agree that this is not an isolated incident.

Unfortunately for you, Prestige Gaming (owners of Prestige, Diamond Club and Playgate) recently joined up with the dreaded Crown Solutions (owners of Joyland, Monaco Gold, etc.) group of casino in the Casino Pays network.

Good luck getting paid!

[boogaooga]

I had been waiting for Bryan to get back to PAB, but I might as well add my experience to this thread.

I signed up at Diamond Club and in my welcome email received an offer for a deposit $200, get a $303 welcome bonus. I deposited $200 in the casino and for some reason was only credited with $50 of the bonus, but the other $253 was promptly credited by a live support operator.

I verified the terms of the bonus with her, and went in to the casino and played in excess of the wage requirements for this particular bonus on approved games. I eventually finished playing with about a $373 balance.

Sometime after that a withdrawal request was initiated. This apparently caused the removal of all $303 in bonus money from my account, despite the fact that I had verified that it was cashable (as their own terms and conditions also confirm) and despite the fact that I had already met all wage requirements.

The withdrawal was reversed, and I contacted support following that, but they returned only $50 of bonus money to my account and refused to reimburse the other $253 that had been improperly removed. In half a dozen or more polite emails and phone calls, never once have I gotten an answer to my direct question as to why this bonus money was taken out, and why they refuse to replace it...just evasive non-answers or flat-out ignoring of my question.

Now, they simply don't respond to my emails at all. I filed a complaint with Playtech over a week ago and have not heard anything from that either, which leaves me with pretty much zero faith in this group and in Playtech in general.

[boogaooga]

In the interest of fairness, I should note that I have received a response from Diamond Club to my most recent email and I'm in the process of trying to sort it all out with them. I will followup here if things don't work out, but at the moment it seems like steps are being made in the right direction.

[jon593]

first deposit i requested was declined but decided i would try to request it again and received my money today

[sleeper]

I finally got my money today, after 19 days of hassling with them. After having no luck with email or telephone, I tried live support. After a marathon line support session (6 hours!) with 30-45 minutes in between each response and some games played I was finally told that I would get a response within a few days. I wasn't hopeful, but I got an email later that night saying that management had decided to make an exception in my case and I would be allowed to cash out. Cashed out on the 27th and received my money today, the 31st.

[esquirexx]

A withdrawal in 19 days

[Nanny Rose]

Do not play here under any circumstances. i also played the offer that the first poster did. I crashed out on the first deposit. I made the second deposit and only got a 10% bonus instead of the 150ish% one.

Live help never answered, and about 5 emails never got replied too.

In the end i gave up and just played the 10% bonus out, getting great cards and finishing on £900.

Then they kept reversing my cash outs. Ive emailed about twenty times with no reply. I also phoned (from my mobile at international rates from the UK) and was on hold for 30 minutes before they cut me off.

They insist that i need to wager the deposit and £25 sticky bonus through 35 times, and the video poker i played was not an acceptable game.

As i live in the uk, and was not abusing a £ offer, their terms clearly state that 15* is ok, and video poker if fine.

Fianlly chatting to live help now, and they are so clueless it just isnt funny.

Do not play here, if you want any chance of seeing your money.