Diamond Club VIP - Mismanaged Bonuses
Found for the Casino - This player is looking for money back, claiming to have been misled by information that they were given by support staff AFTER they'd already breached terms.
Read our Diamond Club VIP Casino Review.
Over the period between the 19th to the 21st June 2018 I deposited 1,678 Euro with Diamond Club VIP. An automatic bonus was applied to these amounts which is not in dispute (other than I believe that bonuses should be opted into rather than automatically applied).
Throughout this period I played Caribbean Poker and at one point had almost 7,000 Euros in winnings. At this moment I tried to withdraw this amount and found that I couldn't. Speaking with the online chat team I was informed that on this particular table game only 10% of the wager counts towards the bonus that was applied and that I would have to continue playing until this condition was met.
After betting more than 148,000 euros I still seemed unable to withdraw and was then informed that because I had not cleared my balance from the previous day (0.68 euros was still in my account when I started) that the bonus from that occasion was also being applied.
When I reviewed the terms and conditions of the bonus I could not find anything about the 10% rule for table games that I had been told about. I complained about this situation to the casino through their complaints procedure I was then told on the 4th July that:
QUOTE: Please be advised that it is true there is no 10% rule on this casino and the agent was mistaken with regards to this rule. Therefore you are correct that the rule does not exist on the Casino terms and conditions.
I was then informed that in the terms and conditions:
QUOTE: You will not be permitted to withdraw your winnings if you choose to play a game which is not a slot machine using your deposit bonus/winnings/comps/ in any case.
Therefore, it seems that by having a bonus and playing Caribbean Poker I would never have been able to withdraw my winnings.
If bonuses only apply to such a specific game type why does their system allow other games to be played without warnings or removing bonus funds before play.
This left me completely confused as on one hand I was told by the online chat team about the 10% rule and then when complaining I was being told that actually I shouldn't have been playing that table game with a bonus.
This left me confused as clearly this 10% rule was being applied during the course of me playing the game (hence why I could withdraw funds), yet I was being told something completely different when complaining.
So far I have not had a satisfactory answer from the casino regarding this matter.
I hope you can help me resolve this matter.
the casino review
Leave a Reply
You must be
to post a comment.