USA PLAYERS AVOID BLACK DIAMOND CASINO

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    chocolateman

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        chocolateman

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        Here is the story. My wife signed up at BDC last Tuesday. She inquired with a support agent name Dan about bonuses, deposits and withdrawals. Dan advised her to buy a vanilla visa gift card. She asked about withdrawals method. Dan told her Wire withdrawals was min $350. But she could request a check for lesser amounts (We have the chat log). Next, she asked about the bonus terms. He told her the amount of turn over. And said that BJ and Roulette was not allowed. Dan then helps my wife make a deposit. So all is well. She plays a bit that night. And begin finishing up the following day. She inquired with Dan on the amount she had wagered. Dan told her she was 1/2 thru her wagering at xxxx amount. She told Dan that. He told her the wagering wasn't that much of a turn over the day before. He apologized to her, and stated the website had been updated. He tried to offer her $10 free for in-convince. She turned it down and went ahead and finished the wagering. Upon finishing the bonus money disappeared. Leaving here with a balance less then $350 but enough to cashout worthy of a check. Again, she checked with DAN again (We had the chat log). Dan once again told her it was OK via check.

        She cashout out via check. After a few days she went back into the casino and saw that her money was placed back into her account. She inquired with chat and this time a woman named ANNA2 was there. ANNA2 stated that checks was not an options for US players. And only $350 wire was. My wife stated that Dan told her that it was and the option was also available in the withdrawal box. ANNA2 placed her on hold and contacted her manager. In which her manager stated that CHECKS withdrawal was an option. But for $350 only. My wife explained to her. That before making a deposit she went over all the details with DAN. ANNA2 said she will let hear manager know the situation and to wait for a manager. My wife again made another withdrawal request via check, and also wrote the manager explaining.  So after a few days my wife didn't hear anything back. She logs back into her account. The money was still pending processing. So she checked with support. A Guy named Nick answered. She explain the situation, so nick took note and said a manager will get back in touch with you.

        After a few hours. My wife gets an email from ANNA2 stated that her withdrawal had been reversed. And that she would give her $25 bonus on top of her withdrawal to continue playing. My wife refused it. ANNA2 then went on to say. There is nothing we can do. DAN made a mistake and Nick is still in training. So you will have to wager to get to $350. My wife explained to her again. That she had fulfilled all the requirements of the last bonus and went over all the details with DAN. Again ANNA2 apologized. And said those are the terms. My wife proceeds to try and jump thru the new hoops and in the process. Lost her remaining balance losing 86% of her bets.

        We have documented everything including the history of this 86% losing bets. My wife was in tears. Not because of the lost. But because she was lied to several times by this casino. And when she reached out for help. She received more run around. SHAME ON YOU BLACK DIAMOND FOR TREATING MY WIFE THIS WAY. SHE DEPOSITED IN GOOD FAITH. BASED ON YOUR SUPPORT AGENT. AND WAS MISTREATED IN THE PROCESS OF RECEIVING HER WINNINGS.

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        BIGLEAN

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        I am sooo sorry to hear this story! That is simply NOT acceptable. She was told that she could cash out  by check from more than one person. They should have found a way to honor their terms. And offering a chip(to lose) isn't acceptable either.

        So far my experience depositing/playing with this group has been disastrous!

        Not at all happy and not going back anytime soon...

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        TAAADAAA

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        That was terrible. 
        "Dan made a mistake and Nick is in training"
        OMG, I bet they will go on and say Edward is on his first day, Angelina hearing was not very good, David had eyes problem, bla bla bla, I mean if they made mistake, then they better fix it themselve and do whatever it takes to make their customers happy.  Sorry, that was really their tatic, turn around your wife had gone thru, but she shouldn't have played that winning money, let it sit there until they run out of reasons and will process your check.

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        chocolateman

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        Yea...But when ANNA2 turned around and replied both email and chat. And told her that was her options. She just didnt know what to do. ANNA2 has now placed a $25 bonus in her account anyways. In which my wife refuse to play. She is really hurt by this.

        BTW, She also had sent in her docs in which DAN approved!
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        LuckyRJ

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        wow....

        im so sorry for your wife chocolateman,

        and yet another example of a very bad terms and conditions and very bad casino support....

        people should stop depositing in these bad casinos, it will send a message out that people wont accept such ludicrus terms, i mean $350 min withdraw by wire ONLY is actually very bad, that is a warning to you in its self, a minimum withdraw should be set as low as $5, there should not be any limits on how much we should deposit and withdraw ever, yet these casinos think they can dictate to us, we have the powers, so we need to show the casinos we are the depositers, we want fairer rules....

        ok, sorry, but yeah, i hope you get what im saying, and sorry again, just be very careful in the future please.....

        LuckyRJ
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        TAAADAAA

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        LuckyRJ wrote:

        wow....

        im so sorry for your wife chocolateman,

        and yet another example of a very bad terms and conditions and very bad casino support....

        people should stop depositing in these bad casinos, it will send a message out that people wont accept such ludicrus terms, i mean $350 min withdraw by wire ONLY is actually very bad, that is a warning to you in its self, a minimum withdraw should be set as low as $5, there should not be any limits on how much we should deposit and withdraw ever, yet these casinos think they can dictate to us, we have the powers, so we need to show the casinos we are the depositers, we want fairer rules....

        ok, sorry, but yeah, i hope you get what im saying, and sorry again, just be very careful in the future please.....

        LuckyRJ


        I disagree with you about mimimum withdrawal set as low as $5.  As a player, I would love to have no limit set for my deposit/withdrawal, but I understand why the casinos set the limit for D/W, imagine when it's during a holiday season or in a busy week, there's a million of players who make the withdrawal of $25, they won't have enough staffs to process all the withdrawals.  Remember, they have to check carefully on each withdrawal to see if the player violate any terms before they send out the winning.  They should lower the minimum withdrawal down though and in some special cases, like in this case, they will be able to send out a check even if it is under the mimimum check withdrawal.  I had a check of $70 from jackpot capital and the minimum for check withdrawal is $150.
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        LuckyRJ

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        ok, i see your point, it was just my opinion though but everything else i said i stand by, i still kinda stick by my first bit, but you have a point
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        chocolateman

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        I may have more to this story in a day or so. We are going to see if Black Diamond make good on their word this time.
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        I have been playing for a long time in this casino  even they were was at Rival , and everything was perfect,there were losses and gains but I am not crying about the failures, chocolateman your story is very sad, but your wife had to read instructions carefully, and even if she sought the help of  customer support team,   she had to ask again many times it not to be mistaken.
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        TAAADAAA wrote:

        That was terrible. 
        "Dan made a mistake and Nick is in training"
        OMG, I bet they will go on and say Edward is on his first day, Angelina hearing was not very good, David had eyes problem, bla bla bla, I mean if they made mistake, then they better fix it themselve and do whatever it takes to make their customers happy.  Sorry, that was really their tatic, turn around your wife had gone thru, but she shouldn't have played that winning money, let it sit there until they run out of reasons and will process your check.


                            lmfao                @choclate man so sorry
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        chocolateman

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        I am happy to report...Black Diamond has agreed to refund my wife's deposit. Dued to the mix up from their CS agent. I have recieve a confirmation letter. Stated all charges has been reversed.
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        blueday

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          chocolateman wrote:

          I am happy to report...Black Diamond has agreed to refund my wife's deposit. Dued to the mix up from their CS agent. I have recieve a confirmation letter. Stated all charges has been reversed.



          I guess that was the best you could hope for in the circumstances.  I would say that is a bit of a result.

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