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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