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Diamond 7 casino problems

Discussion in 'Casino Complaints - Bonus Issues' started by crazylady1983, Mar 26, 2018.

    Mar 26, 2018
  1. crazylady1983

    crazylady1983 Registered

    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
     
  2. Mar 26, 2018
  3. G1000

    G1000 Newbie member PABnononaccred

    Location:
    Uk
    Forward all details onto the UKGC and CMA. Best thing you can do at the moment.
     
  4. Mar 26, 2018
  5. crazylady1983

    crazylady1983 Registered

    Location:
    United kingdom
    I had thought about doing that but thought I should seek advice first
     
  6. Mar 26, 2018
  7. BillyBonanza

    BillyBonanza Experienced Member webby

    Occupation:
    Accounting
    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.
     
  8. Mar 26, 2018
  9. crazylady1983

    crazylady1983 Registered

    Location:
    United kingdom
    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
     
  10. Mar 26, 2018
  11. G1000

    G1000 Newbie member PABnononaccred

    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
     
    crazylady1983 likes this.
  12. Mar 26, 2018
  13. Betreels Casino

    Betreels Casino Online Gaming Affiliate Manager

    Occupation:
    Operations Manager Betreels.com
    Location:
    UK and Gibraltar Licensed
    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."
     
    Tirilej, dunover and KasinoKing like this.
  14. Mar 26, 2018
  15. crazylady1983

    crazylady1983 Registered

    Location:
    United kingdom
    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
     

    Attached Files:

  16. Mar 26, 2018
  17. Full tilt

    Full tilt Experienced Member

    Occupation:
    Train Driver
    Location:
    Milton Keynes
    I think the win cap does not apply to any one slot, it's the total amount you can withdraw from the initial bonus you were awarded.
     
    dunover likes this.
  18. Mar 26, 2018
  19. crazylady1983

    crazylady1983 Registered

    Location:
    United kingdom
    Seems that way, just a bit annoyed that they will actually let you attempt to withdraw the winnings and then confiscate them 5 days later
     
  20. Mar 26, 2018
  21. BillyBonanza

    BillyBonanza Experienced Member webby

    Occupation:
    Accounting
    Location:
    Earth
    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
     
    crazylady1983 likes this.
  22. Mar 26, 2018
  23. G1000

    G1000 Newbie member PABnononaccred

    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
     
    crazylady1983 likes this.
  24. Mar 26, 2018
  25. bebo67

    bebo67 Meister Member MM PABnonaccred

    Occupation:
    Im on Google and write. Thats all you need to know
    Location:
    Ontario Canada
    " If we choose to enact this clause" Ass wipes! :)
     
  26. Mar 26, 2018
  27. crazylady1983

    crazylady1983 Registered

    Location:
    United kingdom
    Yea I think it's the fact I won so much from 300 shields they decided they wud take the winnings
     
  28. Mar 26, 2018
  29. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Their terms do clearly state, unfortunately, that a free chip is on 10x max cashout. They would have processed the wd at 50 and removed the rest as per their terms.
     
    Tirilej likes this.
  30. Mar 26, 2018
  31. crazylady1983

    crazylady1983 Registered

    Location:
    United kingdom
    I do understand that part but there was multiple times before the Friday when that could have been done
     
  32. Mar 26, 2018
  33. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Yes, they do it at processing stage same as stake checks, KYC etc.
     
  34. Apr 8, 2018
  35. crazylady1983

    crazylady1983 Registered

    Location:
    United kingdom
    Just an update on this post, the complaints team reviewed my complaint and gave me the winnings back and the withdrawal has been received to my bank
     
    safc777 likes this.

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