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Diamond7 - The casino took away my deposit

Ruling

Resolved - Diamond7 Casino has agreed to refund this player's deposits after the player has completed verification. The player is non-responsive to our requests for updates so we assume they've managed this.

Read our Diamond7 Casino Review.

Player's Complaint

This happened a while ago already, actually in the middle of November last year. I had started playing the welcome package and on my second welcome bonus i put 1000 EUR i got 500 EUR of the bonus. However shortly i got the message from the casino that my account would be terminated and i was banned from the group. The thing is that the casino did not return my deposit. The casino wrote as a reason that i was attempting to abuse the promotion, attempting, sorry what?????. My second time playing in this casino and taking away my deposit, I think I am the one who has been treated in an unfair manner. Please take a look at this situation!

Read the casino review

4 Responses

User icon
ThePOGG
July 11, 2018

Hi andreschlorff68 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
July 24, 2018

Hi andreschlorff68,

I've had a long conversation with Diamond7 casino about this issue and the dynamic of the bonus system they have in place. While there are circumstances where we would have supported retaining the lost deposited funds, this is not one of them. The operator has looked at the situation again and while you will remain banned from receiving any bonuses from casinos running on this license but the operator will refund your deposit.

Before that can happen you need to provide KYC documentation. Diamond7 have contacted you by email informing you what is required. If you could let us know when you've completed this process I'll follow-up with the operator.

Thanks,

ThePOGG

User icon
ThePOGG
August 2, 2018

Hi andreschlorff68,

Have you completed the KYC process?

Thanks,

ThePOGG

User icon
ThePOGG
August 10, 2018

Hi andreschlorff68,

If we haven't heard from you by Friday the 17th of August I'll assume you no longer need our assistance with this issue and close this complaint.

Thanks,

ThePOGG

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July 11, 2018

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