Black Diamond not paying. Stupid tricks

Googobucs

Dormant Account
Joined
Sep 18, 2013
Location
Florida, USA
I received a phone call Friday evening from a rep ( real person not a robot) at Black Diamond offering me some free play and deposit bonuses. I had not played there in about 2 months. I stopped playing at Deck Media because of some issues at Slot Capital that Slotto eventually resolved for me, but left me uncomfortable.
I checked the T & C for WR and max cashouts then played the $15 free play. I was lucky enough to make the 99X WR which I confirmed with live chat and asked about max withdraw which i was told was $150. Since my balance was about $175, i withdrew the $150.

Sunday morning I received an e-mail from their accounting department declining my withdraw because of this term:
We hereby inform you that as per our Withdrawal Guidelines "The withdrawal of free Bonus Money is available only to Members who made at least one deposit within the last five (5) days prior to the withdrawal request."

And they put the $150 back in my account??

I e-mailed back asking why they would personally call me on a Friday night and offer me free bonus play that I was not eligible for. I did read the T & C, but was looking more for the WR and cashout info and missed this tidbit.
I told them that I was disappointed that they were using unethical borderline rouge casino tricks to entice players like this and they needed to do something about it.
I asked them to reconsider the withdraw and escalate internally as needed.

Normally I would ask Slotto to help with Deck Media issue but it appears she is gone. I have Zero faith in the casino to do the right thing. I obviously have not made a deposit in at least 2 months so i violated the term, but it just really pisses me off that they have the nerve to call me and offer me this bonus when they know i can cash it.
 

miso

Meister Member
MM
Joined
Mar 27, 2012
Location
Ireland
It says in the terms, that you need to make a deposit 5 days prior to withdrawal,
not prior to receiving the bonus.

Could you make a minimum deposit and then cashout that $150?
(but who knows what stupid trick would they use then :confused:)

Btw I see you like Lightnings, was glad to see St. Louis making the cut for Sochi :thumbsup:
 

Googobucs

Dormant Account
Joined
Sep 18, 2013
Location
Florida, USA
It says in the terms, that you need to make a deposit 5 days prior to withdrawal,
not prior to receiving the bonus.

Could you make a minimum deposit and then cashout that $150?
(but who knows what stupid trick would they use then :confused:)

Btw I see you like Lightnings, was glad to see St. Louis making the cut for Sochi :thumbsup:

Interesting interpretation. I did not read it that way, but i can see it now. I guess I will want that from them in writing before attempting it, and even then I'm kind of reluctant with this group at the moment.

I am surprised the Lightning let him play. Initially they would not let him. I'm glad they changed their mind. He deserves it.
 

Googobucs

Dormant Account
Joined
Sep 18, 2013
Location
Florida, USA
Support called me today and explained it was simply a misunderstanding of the terms by me. I just need to make a minimum deposit and then can withdraw my free chip winnings.
You can update the title of this thread if you like to be less critical of the casino.
thanks
 

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
Weird still... I highly doubt it was a misunderstanding of the terms by you but they said that to stop bad publicity.

Look at it this way:


Free chip's are given to new members at many casinos. Basically these are to lure players in. If someone meets WR with a free chip they expect the member to make a minimum deposit. Primarily it is for verification (so they can see the depositing account matches the account holder name) but mainly to prove the player is able to deposit, so by paying them the free chip winnings, they know the player could well become a depositor and has the means to do so.

Many casinos do have free chip/spin promo's for existing customers. These are given out quite often to members who have deposited in the last x amount of days (but decent casinos automatically credit them to the right members)

You have nothing to prove to the casino about being able to deposit as you have already deposited there 2 months ago. So if you had misread the term and all you had to do was deposit once after meeting WR, what good would it do the casino? None at all apart from cost them extra money to receive your deposit and send the full amount back with free chip winnings.


What I think is the person that phoned you made a goof. Weather that was by not reading the terms of their own promo or by some mixup. They gave you a free chip that you were not entitled to as you hadn't deposited in the last 5 days. When you met WR, had your withdrawal cancelled and contacted support, they checked and saw that you had been given that free chip by someone who spoke to you on the phone. That sealed it for them that it was their fault.

I would put money on it that had this been an email (that are often sent to people who are not eligible) with the same term and a bonus code to claim the free chip, you wouldn't be seeing a penny. However because it was a more formal and direct phone call by 1 of their staff, it is a different story.

Instead of saying "yep, hands up, we made a mistake there. You were not entitled to the bonus but because the guy that phoned you messed up, we will pay you", they have twisted the terms vague wording in their favour by saying "nope, you were wrong, not us, make a minimum deposit now... that will count as a deposit in the last 5 days, and we will pay you"
 
Top