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.
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.
Last edited:
), e-mailed support to confirm, then cashed out after sending in documents. All very standard, all very easy.
