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Diamond Casino

Discussion in 'Online Casino and Poker Complaints - old section' started by bagofmaggots, Jun 6, 2004.

    Jun 6, 2004
  1. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    I signed up at Diamond Casino several days ago and made a $20 NETeller deposit at the same time. I lost the $20 quickly and received a couple of emails from them stating the $50 bonus would be credited within 24 hours. The next time I attempted to login my account was "locked". I called their support and was told my name was on a list of "potential casino abusers" and that is why it was locked. The person on the phone was no help whatsoever in helping me. They have a right to ban me or anyone they don't want to play there for any reason they chose, but I would not have made a deposit except to get the 250% bonus they promised. I've sent 2 emails requesting that they either unlock my account and deposit the $50 bonus I am due or return the $20 deposit I made. They have not responded to my emails. I don't understand how my depositing and losing my money would make me a potential cheater. It's clear to me that if I had won something with the $20 they would not have paid me, so by that token they have no right to keep my money. These JERKS ripped me off
     
  2. Jun 6, 2004
  3. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    Some background

    This link is to another site I have posted at that gives
    earlier problems I encountered with the "cheater list"
    They messed up and got caught lying.

    You must register/login in order to see the link.
     
  4. Jun 7, 2004
  5. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi bagofmaggots,

    And welcome to the forum. I'm in the process of contacting the casino anticipating an answer. Please be aware that negative postings makes it difficult for me to negotiate anything. This was spelled out clearly in the "Pitch a Bitch" section. I would appreciate it if you would reread this section. Thanks!
     
  6. Jun 7, 2004
  7. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    Advice taken

    Thank You for your assistance. Your advice is well taken. I did recieve 2 emails from a support represenative over the weekend promising to forward my issue to Diamond "management" and have yet to recieve a response from them. I stand ready to defend my own honesty and integrity! No more negative postings from me.
     
  8. Jun 8, 2004
  9. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    Response

    I recieved an email from Diamond Casino's customer support. I forwarded it and my response to your email address Casinomeister. Their response in the email seems to suggest that the only reason this wasn't resolved by now is because I wouldn't comply with thier request for a copy of my ID. The truth is they never asked me to send a copy of my ID. Their phone rep merely suggested that doing so "might" be enough "if" the reason for the lockout was a typo, but he didn't know. I wanted something more than a "guess" for an explanation. I am not trying to be difficult just careful
     
  10. Jun 8, 2004
  11. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    another email

    I got more email and sent you a copy casinomeister. I'm trying not to lose my temper with them.
     
  12. Jun 8, 2004
  13. fortunelounge

    fortunelounge Accredited Casino Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    bagofmaggots:

    I will attempt to reply to your post in sequence of events.

    After you opened your account on 29/5 at 00:39 we discovered some discrepancies on your account and it was subsequently locked at 01:43.

    When you phoned on 29/5 at 02:21 you were told that your account was locked for the above reason and that we require verification documents from you. According to the note on your account, you refused to supply these documents and stated that you will not be playing in the casino again. You were not told that you are a casino abuser.

    On 5 June you mailed us requesting your account to be unlocked and your deposit to be returned. You did, indeed receive the following reply:
    [I]Thank you for your E-mail.XXXXX your account has not been locked indefinitely.

    Our Player Security Company will consider unlocking your account upon the receipt of the following documents:

    Front and back copy of your Drivers License.
    A copy of a valid Utility Bill reflecting your current home address.

    The Player Security Company will review these documents and possibly consider re-opening your account.

    These documents can be scanned and e-mailed to This email is not visible to you.

    Once we receive these documents we will forward them to the Player Security Company.

    Please contact us again, should you have any further queries.
    [/I]

    On 6 June you mailed us again stating that you "do not appreciate being cheated" and that you were going to go public with the issue. You received the following reply"
    Thank you for your correspondence.

    XXXX, I have forwarded your query through to Diamond Casino management and asked that they reply to you with a resolution to your query.

    Please contact us again, should you have any further queries.


    On 6/6 you mailed again, claiming that you have not heard from us for 7 days and, again, requested the refund of your deposit. You received the following reply:
    Thank you for your correspondence.

    XXXX, I am concerned about the fact that you say you have forwarded mails to us and have not received any replies. Looking at your account I see you called in 05/29/2004 and you were explained what was happening on the account. The first e-mail we have on record from you was received 06/05/2004 and it was replied to. I have forwarded you previous query to Diamond Casino management and I will paste this one in the account so that they can have a look at it as well.

    Please contact us again, should you have any further queries.


    Since then, you have received several mails from us requesting the verification documents which you have, to date, not supplied.

    Your claim that we have not replied to your mails is therefore completely false.

    On to the real issue. As your account was locked due to discrepancies on your account, the only way to have this account possibly unlocked, is to provide us with the required information. According to direct instructions from Diamond Casino's management, if you continue to refuse, the account will remain locked.

    VP Operations
    Fortune Lounge
     
    Last edited: Jun 8, 2004
  14. Jun 8, 2004
  15. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    :what: why haven't you sent the docs that they've requested? This should have been the first thing you should have done.
     
  16. Jun 8, 2004
  17. Sodax77

    Sodax77 Dormant account

    Occupation:
    Human Being
    Location:
    EU|FI
    Dear Casinomeister
    and
    Dear Fortunelounge

    Like i post in one topic, there are many people who don't receive any e-mails, that contains Casino name etc. That is fact, what based MSN support (this is about Hotmail service), but i guess there is problem in other e-mail service too. Example: once VPL answer me 4 times to my question, and 4th letter come to my mailbox. I use low-section in spam-settings, and i already fix many trusted-list-filter, etc, so i can receive letters. Now it's work. Same thing about King Neptunes, and Casino On Net, after fix all possible filter, i reveive now all letters. But only place, where i can proof that no answer never send to me is Platinum Play, when i sent negative feedback about their
    [no comment] (nice letter anyway), but it seems, that when i ask anything else, i get answer. Sorry about my negative Platinum Play feedback here. But it is weird, that they answer everything about money, money, money, but when you send feedback they answer, and i GET E-MAILS. Anyway my point is, MANY CASINO OPERATOR KNOW ABOUT i.e MSN SPAM problem (no e-mail even spam-folder, etc.) Ask i.e King Neptunes, They know that problem, ask i.e Casino on Net they know that problem. it seems that FL don't know. That's all

    "FL don't know"=same problem many FL casinos. Hope they finally understand
    Thank you
     
    Last edited: Jun 8, 2004
  18. Jun 8, 2004
  19. fortunelounge

    fortunelounge Accredited Casino Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Sodax: Thank you for the feedback.

    In this particular case, we know for a fact that he did receive our mails.

    All our e-mails from Support go through several SPAM ratings and we have removed all links in our mails to ensure they are not blocked. Our mail delivery success rate has increased tremendously in the last few months.

    If you sent a feedback mail to us and we did not respond, I sincerely apologize as we should have done so. I am glad, though, to hear that you do receive responses to queries, etc. Next time you do not receive any response, please do not hesitate to mail me or to use the escalation e-mail address on the casino website.

    VP Operations
    Fortune Lounge
     
  20. Jun 8, 2004
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Sodax,

    Some excellent points made, but it this case - like FL said - the mails have been going through. It appears that the player is reluctant to send his ID, at least that's what it seems to me.

    I thought that sending one's ID was a no-brainer. You do it upon request. Normally it's done when cashing in for the first time (perhaps), or if the casino suspects something is up. Regardless, if you are a player with nothing to hide, it shouldn't be a problem.

    Hope there is no problem here.
     
  22. Jun 8, 2004
  23. Sodax77

    Sodax77 Dormant account

    Occupation:
    Human Being
    Location:
    EU|FI
    Few word missing (DON'T):
    Correct version:
    .. But it is weird, that they answer everything about money, money, money, but when you send feedback they DON'T answer, and i DON'T GET E-MAILS..

    But anyway, Thank you FL, that you read feedback here :)what: ).
    And i understand now better (this case), after reading about your replies.
    But maybe i said this quite hard (spam-thing), because i know some group, who just don't understand this. But my biggest thanks go to VPL, CON and Trident group. :notworthy

    I will "test" FL soon again.

    edit: 10 times :)
     
    Last edited: Jun 8, 2004
  24. Jun 9, 2004
  25. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    Mr. VP Operations (Fortune Lounge), I would like to ask you a question that has been bugging me for years now regarding online casinos, and I have played at most of yours also.

    My question is "Why is it that anytime someone deposits money at one of your casinos or any other online casino there is never an issue of ID or Documentation for you to take the money"?

    .... but....when someone wants to cash out they have to supply all these different forms of ID... and most of the online casinos that I have had dealings with over the last nine years say that it is for the player protection issue, to make sure that they are paying the correct person....

    ....but my point is that if they were trully concerned about the player protection issue... how can they justify accepting any deposit without ID also ?

    Your answers to these two questions would be greatly appreciated and I think would clear up this issue regarding ID for everyone ? I am sure that I am not the only one who would like to here your thoughts regarding this. Thank you.... Rob
     
  26. Jun 9, 2004
  27. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    The truth

    I have just sent the documents they requested. I was not told what documents they requested untill 6/7 and it took 3 emails for them to tell me exactly documents they needed. They state I was notified before 6/7 of what documents were required, that's a flat out lie! This s a quote from FL and this email was NOT sent to me.If it were I would have sent them what they wanted!!!!

    Quote:

    On 5 June you mailed us requesting your account to be unlocked and your deposit to be returned. You did, indeed receive the following reply:
    Thank you for your E-mail.XXXXX your account has not been locked indefinitely.

    Our Player Security Company will consider unlocking your account upon the receipt of the following documents:

    Front and back copy of your Drivers License.
    A copy of a valid Utility Bill reflecting your current home address.

    The Player Security Company will review these documents and possibly consider re-opening your account.

    These documents can be scanned and e-mailed to This email is not visible to you.

    Once we receive these documents we will forward them to the Player Security Company.

    Please contact us again, should you have any further queries.


    This email is a complete fabrication!!!!! How clever to create a bogus email that answers all my questions! I have a number of correspondences after fake email that should prove this one was never sent!!!!

    Regarding the phone conversation I already detailed in this post that the operator suggested "maybe" sending a copy of my drivers license would satisfy the matter "if" the problem were a typo, but he wasn't sure. If by chance they record their telephone conversations then you should listen to the tape because the represenative DID tell me my name was on a list of potential abusers. I may not be exactly correct with the term "potential abusers" but that was clearly what was meant. I did NOT imagine that he said that and I'm not Lying either. I didn't sign-up at Diamond casino and deposit money with them just to pick a fight. I have truthfully detailed how they treated me in this post. Well Diamond casino is this how you treat all new customers who claim your deposit bonus?
     
  28. Jun 9, 2004
  29. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    Deposit

    I want to make one more point perfectly clear. My deposit was accepted and I quickly lost it. Several hours later I recieved 2 emails telling me that my account woud be credited within 24 hours. When I attempted to logon the following day my account was locked. I did not request a withdrawl. They did NOT lock my account before I made and lost my deposit! They locked it before they gave me the promised Bonus. They did not Call, email or contact me in any way what-so-ever, to either tell me they had locked my account or explain what I had to do to get it un-locked. When I called their customer support that same day I was told that was standard procedure NOT to notify me of the action they had taken. I am not at all surprised they portray my as a "difficult" customer who was unwilling to comply with their perfectly innocent request. They are lying!
     
  30. Jun 9, 2004
  31. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    One last thought

    I have just re-read ALL emails sent by me to Diamond casino and all that were sent by them to me. They backup what I have stated and should prove without any doubt that Fortunelounge was NOT being truthfull. I am willing to post all of them here if anyone wants me to! How about that Fortunelounge!
    They prove quite clearly that I was NOT told untill an email dated 6/8 what you wanted from me! How many emails did I send asking what documents you require before I got that email on 6/8? More than 1 wasn't it Fortunelounge?
    Why would I ask so many trimes "what documentation do you require" if you had already told me? If you want to publicly challenge my honesty and/or integrity I'm prepared to defend myself!!!!!
     
  32. Jun 9, 2004
  33. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    Compare





    Here is their reply REALLY said



    Hi Robert

    Thank you for your correspondence.

    Robert, I have forwarded your query through to Diamond Casino management and asked that they reply to you with a resolution to your query.

    Please contact us again, should you have any further queries.

    Kind regards

    Rudy

    Casino Support

    Please contact us on the following numbers for further assistance.

    That is the first email I recieved from them and its clearly very different than what Fortunelounge said it was. Well Fortunelounge do you challenge the authenticity or accuracy of what I said? Be advised Fortuneloinge I am a Network Secirity Engineer, an MCSE + Internet and I know how to prove rather or not an email is genuine or a fake. Better check that email you say was sent to me on 6/5 again!!!!!
     
  34. Jun 9, 2004
  35. ShadyPlayer22

    ShadyPlayer22 Dormant account

    Location:
    east coast USA
    Just send them the ID and an email to VPops confirming that you sent the ID(his email address is on fortunelounge.com website) and im sure they will straighten it out promptly. I have always been paid bonuses and cashouts from fortunelounge promptly. They are on my top list of most trustworthy casino groups.
     
  36. Jun 9, 2004
  37. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    Thanks Shady

    Thanks for the suggestion Shady. They have already responded by stating the documents I sent them have been forwarded to the relevant department for viewing and that they will get back to me. The VP has accused me of being a liar. I'm waiting for his response to my most recent postings. I can prove betond any doubt I have told the truth. All corespondences I have had with them were "replies" So the last email I recieved contains EVERY email sent by both parties beginning with my first email to them and ending with their acknowledgement I just recieved. Perhaps the VP hasn't seen everything or is misinformed by his people. I expected to be called a liar when I Made the first post here so it does not surprise me.
     
    Last edited: Jun 9, 2004
  38. Jun 9, 2004
  39. Sodax77

    Sodax77 Dormant account

    Occupation:
    Human Being
    Location:
    EU|FI
    Sorry about misleading my previous topic FL, sometimes i make mistake my english, you see correct version in reply #12. I can say again, you just don't care about negative feedback. few examples: Desert Dollar and Platinum Play.
    And btw, after i sent few months ago feedback to Deser Dollar, i sent same letter 3rd time, and they finally answer (that they receive all letters) with line "We can do anything about that" (letters contain wrong information by casino) or something like that. So i answer that this is feedback and what is wrong, and ask that they read whole long letter, and then they were very helpful. LOL, but they never thank me, even it was mistake. Read my VPL mistakes topic, you see something similar. But they even answer, but make mistakes like FL (almost). Sometimes i feel that FL try commercial here, because there is 100 topics about FL do this and that, and this, and that... You have problem FL. Gambling problem :lolup: I avoid this casino group. My honest opinion.

    I hope if you do everything correctly/fair bagofmaggots, that FL remember thanks or even say that everyhting is ok. But, i guess they don't care...anything... but your money :)
     

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