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Black Diamond Casino - keep stalling and won't pay win of $21,005

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Black Diamond Casino Review.

Player's Complaint

Black diamond keep refusing my payout requests, I have sent all the information they have asked repeatedly. I sent through all my ID and verified my address and also sent through a photo of me holding ID as stated in their terms. Each time they wait a week and then deny my payout. They also said I needed to upload via the website but whenever I try that it now gives me an error, which I then send to them, they then say they have sent it to their tech department and I hear nothing for another week and my payout is then refused again. I think they intend to keep delaying and hope that I lose my winnings back in frustration, which I have started doing a few times but "luckily" I have had some big wins. I am hoping you can help me actually get them to pay.

Please let me know if there's anything I can do to assist with your investigation.

Warm Regards,

Read the casino review

7 Responses

User icon
thepogg
October 1, 2022

Hi Ccrystal - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Firstly - you need to stop playing completely. We *may* be able to help you get paid, but it is guaranteed that we will not be able to assist you if you choose to gamble and subsequently lose your funds.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
Ccrystal
October 17, 2022

I guess it doesn't really make any difference but the amount in dispute is now $34,027. I have still had no co-operation from the casino. Never heard back from their "tech team" about their error and they refuse to close my account.

User icon
Ccrystal
October 23, 2022

So they just get away with [EDIT] players winnings?

User icon
Ccrystal
November 9, 2022

There's only $1137 left in the account but it looks like they just ignore any dispute resolution requests anyway so it doesn't matter.

User icon
thepogg
November 16, 2022

Hi Ccrystal,

We've had a lengthy discussion with the operator about this matter. They are willing to accept emailed documents. What you need to provide is several pictures of you holding your ID in your hand, taken from different angles. You can send these documents to [email protected] Please CC in [email protected] so we know when you have submitted the requested documentation.

Thanks,

ThePOGG

User icon
thepogg
November 26, 2022

Hi Ccrystal,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
December 3, 2022

Hi Ccrystal,

If we haven't heard from you by Friday the 9th of December we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Ccrystal consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Black Diamond
  • Curacao
  • Engage Entertainment Group Inc.

October 1, 2022

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