Diamond 7 casino problems

crazylady1983

Newbie member
Joined
Mar 26, 2018
Location
United kingdom
Hey guys new member here so hopefully I'm posting in the right place. Will try to keep this as short as possible and hopefully someone can give me a bit of advice.

OK so Sunday 18th March was my birthday and I had received an email from diamond 7 casino with a free £5 birthday bonus, great I think. So I play most of the day and somehow manage to get the balance up to where I withdraw £400 as wagering was completed etc.

Now fast forward to Wednesday and the money is still pending, being bored that day I decide to reverse the withdrawal, and then make a fresh withdrawal for £200 and play with the remaining £200.

So I open 300 shields, start spinning at 75p and hit the bonus within 10 spins. Bonus pays me £2530 and some odd pence. Can't believe my luck so I request a withdrawal of £2000 and I reverse the the £200 I had requested.

Now come Friday and still the money is pending, I speak to live chat and immediately afterwards my withdrawal has been changed to £70, the casino now say that this is due to my winnings from free spins being capped at £50.i argue that I didn't have free spins and it as £5 in bonus money. Long story short they will not change their mind and I have lost £1950.

Does anyone have any advice on this or even know if I have a case to be made

That ks for any help that can be provided
 

G1000

Newbie member
PABnononaccred
Joined
Jun 6, 2017
Location
Uk
Forward all details onto the UKGC and CMA. Best thing you can do at the moment.
 

BillyBonanza

Senior Member
webby
Joined
Oct 10, 2017
Location
Earth
I have dealt with this casino before where their slot didnt pay me winnings. It was a small amount and I had screenshots and they did not care and did not pay me and just fought with me for no reason. I also saw this same issue with another player here. So you dealing with them directly will be impossible..in my opinion.. once they make a decision its final. So I suggest contacting the gaming commission.
 

crazylady1983

Newbie member
Joined
Mar 26, 2018
Location
United kingdom
I have dealt with this casino before where their slot didnt pay me winnings. It was a small amount and I had screenshots and they did not care and did not pay me and just fought with me for no reason. I also saw this same came with another player here. So you dealing with them directly will be impossible.. once they make a decision its final. So I suggest contacting the gaming commission.
Thanks for the info, I did try chatting to live support but all I got was links to the t&c's about winnings from free spins being capped. I may contact the ukgc as I always believed that if winnings where capped to a certain amount then any winnings would automatically adjust to the capped amount too
 

G1000

Newbie member
PABnononaccred
Joined
Jun 6, 2017
Location
Uk
Just report it. All casinos in the U.K. are under pressure to not be seen to be breaking the consumer protection act. If the UKGC contact the casino directly about your issue it is a lot more likely to be resolved. If you go down the ADR route they’ll only side with the casino as they judge by the T&C’s as they are, not if the T&C’s are compliant and fair. Best of luck
 

Betreels Casino & Sports

Betreels Casino and Sportsbook
Joined
Jul 27, 2016
Location
UK, Malta, Ireland, Curacao
Did they include terms and conditions in the Birthday email to you? Their site's terms do state that winnings are capped to 10x the value of the bonus granted.

"8. Instant bonuses
Any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus. For example, if you receive a R1,000instant bonus, a maximum of R10,000is eligible for withdrawal if we choose to enact this clause."
 

crazylady1983

Newbie member
Joined
Mar 26, 2018
Location
United kingdom
Did they include terms and conditions in the Birthday email to you? Their site's terms do state that winnings are capped to 10x the value of the bonus granted.

"8. Instant bonuses
Any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus. For example, if you receive a R1,000instant bonus, a maximum of R10,000is eligible for withdrawal if we choose to enact this clause."
Here is a screenshot of the email. Also as winnings are capped surely that should mean that if I win £70 on a slot and then change slots the funds should then go down to £50
 

Attachments

  • Screenshot_20180326-143303.png
    Screenshot_20180326-143303.png
    51 KB · Views: 18

BillyBonanza

Senior Member
webby
Joined
Oct 10, 2017
Location
Earth
Here is a screenshot of the email. Also as winnings are capped surely that should mean that if I win £70 on a slot and then change slots the funds should then go down to £50

No they take it when you cashout. But really the commission is really the only thing to try here because they are impossible to deal with. Very very stubborn casino
 

G1000

Newbie member
PABnononaccred
Joined
Jun 6, 2017
Location
Uk
Don’t be afraid to pursue this. The UKGC are not only very helpful nowadays they are also very very interested in these type of actions. I would urge you to forward all details to the UKGC, they will pick this up
 

bebo67

Ueber Meister
PABnonaccred
MM
Joined
Jun 22, 2013
Location
Ontario Canada
Did they include terms and conditions in the Birthday email to you? Their site's terms do state that winnings are capped to 10x the value of the bonus granted.

"8. Instant bonuses
Any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus. For example, if you receive a R1,000instant bonus, a maximum of R10,000is eligible for withdrawal if we choose to enact this clause."
" If we choose to enact this clause" Ass wipes! :)
 
Top