Diamond Club won't release money - terms met

sleeper

Dormant account
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:

Don't forget to pick up your First Deposit Bonus of $609! All you have to do to get it is deposit $200 or more in your acount and get a $306 Free Bonus. And on your second deposit of $200 or more, you will get another bonus of $303 Free!

Example:
1st Deposit of $200 and up, Get $306 Bonus.
2nd Deposit of $200 and up, Get $303 Bonus.
Total Free Bonus $609.

[...]

For terms and conditions:
You do not have permission to view link Log in or register now.
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.
 
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popotto

Dormant account
I didn't have any problems with this casino, I played through the wagering requirement with 4-line JoB (hit a royal flush :cool: ), e-mailed support to confirm, then cashed out after sending in documents. All very standard, all very easy.

However, I've heard about their changes to their terms recently, so I would suggest people don't play at the casino with a bonus until the issue is cleared up.
 

jon593

Dormant account
i just did this deal the other day and chatted with live support before i deposited to confirm that vp was allowed when they told me no i grilled them for a while on the change of the terms that they stated me earlier and that are stated on their website. long stroy short after about 20 min i just dropped the casinomeister name and said i was coming here with screenshots to post about the changes then went back a little while later and deposited and played vp and was allowed to cashout without a hitch so far (knock on wood)
 

thelawnet

Dormant account
sleeper said:
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.
Unfortunately for you, Prestige Gaming (owners of Prestige, Diamond Club and Playgate) recently joined up with the dreaded Crown Solutions (owners of Joyland, Monaco Gold, etc.) group of casino in the Casino Pays network.

Good luck getting paid!
 

boogaooga

Dormant account
I had been waiting for Bryan to get back to PAB, but I might as well add my experience to this thread.

I signed up at Diamond Club and in my welcome email received an offer for a deposit $200, get a $303 welcome bonus. I deposited $200 in the casino and for some reason was only credited with $50 of the bonus, but the other $253 was promptly credited by a live support operator.

I verified the terms of the bonus with her, and went in to the casino and played in excess of the wage requirements for this particular bonus on approved games. I eventually finished playing with about a $373 balance.

Sometime after that a withdrawal request was initiated. This apparently caused the removal of all $303 in bonus money from my account, despite the fact that I had verified that it was cashable (as their own terms and conditions also confirm) and despite the fact that I had already met all wage requirements.

The withdrawal was reversed, and I contacted support following that, but they returned only $50 of bonus money to my account and refused to reimburse the other $253 that had been improperly removed. In half a dozen or more polite emails and phone calls, never once have I gotten an answer to my direct question as to why this bonus money was taken out, and why they refuse to replace it...just evasive non-answers or flat-out ignoring of my question.

Now, they simply don't respond to my emails at all. I filed a complaint with Playtech over a week ago and have not heard anything from that either, which leaves me with pretty much zero faith in this group and in Playtech in general.
 

boogaooga

Dormant account
In the interest of fairness, I should note that I have received a response from Diamond Club to my most recent email and I'm in the process of trying to sort it all out with them. I will followup here if things don't work out, but at the moment it seems like steps are being made in the right direction.
 

jon593

Dormant account
first deposit i requested was declined but decided i would try to request it again and received my money today
 

sleeper

Dormant account
I finally got my money today, after 19 days of hassling with them. After having no luck with email or telephone, I tried live support. After a marathon line support session (6 hours!) with 30-45 minutes in between each response and some games played I was finally told that I would get a response within a few days. I wasn't hopeful, but I got an email later that night saying that management had decided to make an exception in my case and I would be allowed to cash out. Cashed out on the 27th and received my money today, the 31st.
 

Nanny Rose

Dormant account
Do not play here under any circumstances. i also played the offer that the first poster did. I crashed out on the first deposit. I made the second deposit and only got a 10% bonus instead of the 150ish% one.

Live help never answered, and about 5 emails never got replied too.

In the end i gave up and just played the 10% bonus out, getting great cards and finishing on 900.

Then they kept reversing my cash outs. Ive emailed about twenty times with no reply. I also phoned (from my mobile at international rates from the UK) and was on hold for 30 minutes before they cut me off.

They insist that i need to wager the deposit and 25 sticky bonus through 35 times, and the video poker i played was not an acceptable game.

As i live in the uk, and was not abusing a offer, their terms clearly state that 15* is ok, and video poker if fine.

Fianlly chatting to live help now, and they are so clueless it just isnt funny.

Do not play here, if you want any chance of seeing your money.
 

Nanny Rose

Dormant account
This place truly is a joke. After 2 hours on a saturday night talking to live chat they tell me their records show that i have not made any wagers at all with them. They admit that video poker and slots are allowed games (which i played), but they insist i have made no wagers on these games, and hence need to wager an additional 3300 for the 20 bonus i received. Ironically i was even playing video poker while i was bored waiting for an answer and almost definately wagered the entire wager requirement again while i was waiting. It's criminal that they can insist this.

This is completely untrue. I wagered on the correct games. I was told i can only sort it by phoning support.

New tactic from them when i phone. They DENY that i even have an account with them! I gave them all of my details, and they categorically insist that i have NO ACCOUNT with them. In the end they put the phone down on me after 20 minutes, even though i kept my cool and didnt tell them waht i thought of them (dont know how).

It's not even worth the hassle for just over 1000. I feel like i have no choice but to play some 100 a hand video poker, and either lose or make it worth my while trying to get paid. These people are scum.........

My cashout is only 1100
 

cashroom

Dormant account
I had problems with them too. They decided to change there bonus terms when they switched from boss media. They are probably having financial problems. I would stay away from some of the Playtechs they are probably having financial troubles.
 

thelawnet

Dormant account
cashroom said:
I had problems with them too. They decided to change there bonus terms when they switched from boss media. They are probably having financial problems. I would stay away from some of the Playtechs they are probably having financial troubles.

I think when they joined up with Joyland/Club Dice, they must have given them tips on how to rip off their players.
 

nektar4d

Dormant account
to Nannyrose

Dont give up.
It is just their tactics. Insist on your payment with emails from time to time. (Also use playtech form). I think they will pay you afterwards. Avoid offending them as this is what they want and it doesnt help anyway. And of course avoid to play your balance until the matter is finished. (If u get too upset to wait, play all in progressive slots! If u lose u lose, if u win a jackpot u will meet whatever terms easily afterwards!)

I understand your frustation, I have been tortured by playtech casinos also.
The last threads are full of playtech casino problems. If only their software wasnt nice, I would abandon most of their casinos. But since the whole playtech picture is so disappointing, we have to live with their rules... Good luck getting paid.
 

cashroom

Dormant account
Oh is that why the terms changed with diamond club

that is funny that I had a problem with them changing the bonus terms after receiving a unexpected bonus I didn't read the terms because I thought I new them so I couldn't cash out my winnings.
 

sleeper

Dormant account
Hello Nanny,

I am sorry to hear about your troubles with this casino. They do certainly sound similar to mine. From the other experiences I have read about it certainly does not seem like our treatment is unusual - rather it seems to be policy at Diamond Club to make cashouts as difficult as possible to attempt to discourage some from ever seeing their money. My advice to you is to stand firm and keep asking for your money, it seems that after some unknown point of hassles they will recant and let you withdraw. While I never heard a single thing from Playtech, it may be useful to use their complaint service as well.

I had not posted the details of my final discussion with diamond deal except to note that there were some games played, because I wasn't sure if there was much interest in this topic here. However since this thread is continuing with more problems I thought I would post a (rough) transcript of my live support session to let everyone watching know just how willing Diamond is to play games to not pay.

Somewhat funny story to tell: I decided to try live support as I was getting ignored via email and was unable to get anyone on the telephone that could/would help me.

Started live support, explained the situation and was told I needed to call them. Explained that I never got to talk to anyone when calling and asked the live support to help me out. She agreed but told me it was really busy and I would have to wait for a bit. Over two hours late she comes back - and is shocked that I'm still there. Heh. So we start going back and forth where I explain whats going on, and then 30-45 minutes late a I get a response. It went kind of like this:

me: I'm just trying to withdraw a bit of money. I've sent emails and called but never get any response.

her [30 minutes later]: Which day did you send your email.

me: I sent emails on the 13th, xx, xx, xx, xx, xx, xx (7 total)

her [45 minutes later]: They have responded to all your emails

me: that's not true, I got a "we're forwarding your email to accounting" response on the xxth but haven't gotten any response to my last 4 emails except for the autoresponder.

her [30 minutes later]: They have not received any emails from you at all

me: ???

her: could you please resend all of your emails to support@diamond-deal.com <-- note incorrect email address

me: are you sure thats the email? I've been using suppport@diamonddealcasino.com

her [30 minutes later]: Sorry, you're right.

me: Ok, I resent all my emails. The Autoresponder case # is xxxxx

her: [30 minutes later]: They have not received those emails, could you please send them again?

me: Ok, I resent all my emails, the Autoresponder case # is xxxxx

her [30 minutes later]: They have not received those emails, could you please send them one more time?

me: ??? Your system is getting them every time, but ok. I resent them, the case number is xxxxxx

her [45 minutes later]: They have gotten your emails now, they will right you back within a few days.

Total time online with live support was just shy of 6 hours, heh. Anyway, after all of that I didn't have much hope. But later that night I did get an email response saying management has decided to make a special exception in my case (???) and I was free to withdraw. That was on the 27th, money hit my neteller today on the 31st.
 

Nanny Rose

Dormant account
Well, i ended up wagering over 10,000 on video poker for a 20 cashable bonus (i know my previous post says 25 sticky - i got it wrong) in the end. Finally support agreed that i had met the wagering, and i could cash out. Logged in today, and my cash out has been reversed.

Here is a screenshot of the chat over 2 sessions. There's no point phoning, as they just put me on hold for half an hour, transfer me around, and then put the phone down. As previously said, last time they flatly refused that i even had a casino account there. I've never even had a reply to the 20 emails i sent.

Funny thing is...... a few weeks ago i had a call from a VIP manager asking me to deposit 1000, and offering me 500. When i said that i had huge problems getting my most recent cash out and asked what's going on.... she put the phone down!
 

Nanny Rose

Dormant account
Well, after a miraculously quick live chat session (for diamond club standards that is), they have agreed its all ok (should be for 10k+ for a 20 bonus).

I've been asked to try cashing out again. Here's the screenie for posterity.... :)
 

Nanny Rose

Dormant account
Oh qeulle surprise....... just logged in and they've reversed the cash out again after wagering probably 5 times the wager requirement and being told twice that i've met all the terms.

Going on holiday in a few hours, so i'll do battle with them when i get back! :)
 

scrollock

Senior Member
there use to be a time whenever you saw a complaint on here it would always be RTG, nowadays these seem to have dried up and nearly every complaint is about a playtech now.

even the complaints about virtual & its associates have gone, yet complaints about these antiguan playtechs & their associates are popping up to regularly for my liking.

i think the best advice for anyone at the moment is to keep away from playtech till they clean up their act.
 
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