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I had 3950 usd in my account that I earned with a deposit of 210 ice without bonuses and I went straight to play roulette with the 210 that I entered then when I enter roulette I enter and my balance is 210 because well I earned that money, Well now he tells me to make a bet bigger than 5 usd and that they have taken away the 3950 I have canceled a withdrawal of 4000 on March 30 because I tried again because they told me that he will try again well now I made another one on April 7 and now on the 14th they tell me all this that they have canceled my money because I have blown their rules according to them that ice bets above 5 usd and I do not win the money with any bonus I won it in the roulette with my 210 that I enter now I have nothing they took away everything

Tenía 3950 usd en mi cuenta que gane con un depósito que ice de 210 sin bonos y me fuy directo a jugar a la ruleta con los 210 que ingrese entonces cuando entro en ruleta entro y mi saldo es de 210 pues bien yo gane ese dinero, pues ahora me dice que ice una apuesta más grande de 5 usd y que me an quitado los 3950 me an cancelado un retiro de 4000 el día 30 de marzo pues yo lo intenté otra vez por que me decían que lo intentará otra vez pues bien ahora ice otra el día 7 de abril y ahora día 14 me dicen todo esto de que me an cancelado mi dinero por que e volado sus normas según ellos de que ice apuestas superiores a 5 usd y yo no gane el dinero con ningún bono lo gane en la ruleta con mis 210 que ingrese ahora no tengo nada me quitaron todo 

Dear Alvarito,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please could you confirm that your winnings have been confiscated after an accusation that you have breached the maximum bet rule? Could you confirm that you were playing without a bonus? Additionally, could you forward any relevant communication between you and the casino? I would like to check the exact reason why the casino has confiscated your winnings. My email address is petronela.k@casino.guru. 

We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards,

Petronela

Hello thank you very much. Look at the problem is that all that money has been confiscated from me, look, I entered 210 dollars and I started to play direct, the deposit was made, I played live roulette and only entered with the 210 nothing and raised my bet to 5000 and more and So it went down to 4,000 so I want to make it clear that I did not ask for any bonus and I entered live roulette only with my money deposited so my winnings are mine I have not played with any bonus, I can explain more in detail I will send you my screenshots.

Hola muchas gracias. Mire el problema es que me an confiscado todo ese dinero, mire yo ingrese 210 dolares y me puse a jugar directo se izo el deposito, yo jugué en ruleta en vivo y entre solo con los 210 nada y subí mis apuesta asta 5000 y más y así fue bajando asta 4000 estonces quiero dejar bien claro que yo no pedí ningún bono y yo entre en ruleta en vivo solo con mi dinero depositado entonces mis ganancias son mías yo no e jugado con ningún bono, puedo esplicarle más detalladamente le voy a enviar mis capturas de pantalla. 

Dear Alvarito,

Please could you confirm that your winnings have been confiscated due to placing a single bet greater than $5? If there is any relevant communication between you and the casino, please forward it to me. Thank you very much.

They come in saying that I make a bet of more than 5 euros but I can contribute what the machine says. When you play roulette, the bets can be higher than 5, they are inventing it so as not to spoil my earnings, it is always a scam. played in casinos and I know what you do not know what it costs to earn that money this is a scam what they have done to me in that casino that can not be said, I did not have any bonus, so just when you play roulette you can bet what you want, which is that I can only bet 5usd that is a scam to not pay me, and I deposited money to earn that money and now it is as if it had been stolen, I have screenshots of the money made but as your page It lacks information as it is not clear as well as whether it is deficient in customer service. They see that this money was won correctly and now they tell me about the bet higher than 5usd

Ellos entran diciendo que e echo una apuesta superior a 5 euros pero yo puedo aportar lo que dice la máquina tu cuando juegas a la ruleta las apuestan pueden ser más altas de 5 eso se lo están inventando para noboafarme mis ganancias es una estafa, siempre e jugado en casinos y se lo que ay no sabes lo que cuesta ganar ese dinero esto es una estafa lo que me an echo en ese casino eso no puede ser que digan, yo no tenia ningún bono, entonces por si solo cuando juegas a ruleta puedes apostar lo que quieras, que es eso de solo puedo apostar 5usd eso es una estafa para no pagarme, e depositado dinero para ganar ese dinero y ahora es como si me lo hubieran robado, tengo capturas de pantalla con el dinero realizado pero como su página carece de información pues no está claro así como si in deficiencia al servicio al cliente. Ellos me divisan que ese dinero era ganado correctamente y ahora me dicen eso de la apuesta superior a 5usd

They have not even answered me why and they have given me explanations of that just saying that about the higher bet but in which casino we are, do you think that it is legal is not a scam and I plan to put everything that is needed for that casino people do not like it because I would not like what would happen to them this unpleasant situation I want everyone to find out who wants to enter that casino it is very unpleasant for you to earn money and take it away from you that way without telling you anything more than that I can not bet more than 5usd, and also in any case why let me bet if I can not happen that they put it to deceive you and you fall into the trap

Ni siquiera me an contestado por que y me an dado explicaciones de eso solo diciendo eso de la apuesta superior pero en qué casino estamos tú crees que eso es legal no es una estafa y pienso poner todo lo que aga falta para para que a ese casino no le guste a la personas por que no me gustarían que les pasaría este desagradable situación quiero que se entere todo el mundo que quiera entrar en ese casino es muy desagradable que ganes dinero y te lo quiten de esa manera sin decirte nada más que eso de que no puedo apostar más de 5usd, y además en todo caso por que me deja apostar si no puedo que pasa que lo ponen para engañarte y caigas en la tranpa

Understand that it is 3950 dollars is a lot of money for me, I never play with bonuses so I can play roulette freely so you should pay me the money, can you tell me some body that can help me to denounce my case and put it in the competent court

Entienda e son 3950 dolares es mucho dinero para mi, yo nunca juego con bonos entonces yo puedo jugar ala ruleta libremente así que debería pagarme el dinero, puede usted decirme algún órgano que me pueda a ayudar para denunciar mi caso y ponerlo ante el tribunal competente 

Thank you very much Alvarito for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alvarito.

I am very sorry to hear about your situation. We will now try to get in touch with the casino and find some more information about your case.

Thank you very much Josef in casino invents that I have played a bet of more than $ 5 but of course I will not be able to play more than 5 if I am playing live roulette at roulette you can play whatever you want, deposit a lot of money they have to give me a solution

Muchas gracias Josef en casino inventa que e jugado una apuesta de más de 5$ pero claro como no voy a poder jugar a más de 5 si estoy jugando en ruleta en vivo en ruleta puedes jugar lo que quieras deposite mucho dinero ellos tienen que darme solucion

Hi there, 

Please note that the payout request fell under the incidence of our Bonus Rules item 3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed lim it. The bet in question was placed on the 29th of March, on the Roulette game.

The deposit of 210 was made on the 29th of March and a bonus of 525 was added, for a total balance of 735. The first bet that was placed after claiming the bonus was of 87. During the course of the same session multiple other bets exceeding the value stated in our bonus rules were placed, thus breaching the aforementioned item 3.4, and forcing us to decline the payout and void the winnings originating in that session.
 

Should you require any additional information or assistance please don't hesitate to contact me or a member of our support staff. 

Team Black Diamond 

I did not take any bonus, I told a server of yours that I did not want any bonus, that of bonus in live roulette does not work because when I enter roulette I had my 210 that I deposited no 735 as you say in live roulette That bonus was not spent because the bonuses do not work, enter with my money bet not with any bonus because you also removed the bonus because I told you, because when I left live roulette and more money appeared but if you returned to enter the original money appeared what you say is wrong because in roulette that bonus was not I told a server of you and he told me that if that money was mine it was a system failure and that it would be fine and that's how that money was I only won at roulette with 210 not with 735 I want it to be clear look at the images of the casino it will be seen that my money was 210 when between no 735 that was the problem of you who put me that bonus that I did not wanted to

Yo no coji ningún bono eso se lo dije a un servidor de ustedes que yo no quería ningún bono eso de bono en ruleta en vivo no funciona por que yo cuando entre en ruleta tenía mis 210 que deposite no 735 como dice ustedes en ruleta en vivo ese bono no fue gastado por que ay los bonos no funcionan entre con mi dinero apostado no  con ningún bono por que además ustedes quitaron el bono por que yo se lo dije, por que cuando salí de ruleta en vivo ay aparecía más dinero pero si volvías a entrar aparecía el dinero original eso que ustedes dicen esta mal por que en ruleta ese bono no estaba se lo dije a un servidor de ustedes y el me dijo que si que ese dinero era mío que era fallo del sistema y que se pondría bien y asi fue así como fue ese dinero lo gane solo en ruleta con 210 no con 735 quiero que quede claro miren las imágenes del casino se verá que mi dinero eran 210 cuando entre no 735 eso fue problema de ustedes que me pusieron ese bono que yo no quería 

I did not take any bonus, I told a server of yours that I did not want any bonus, that of bonus in live roulette does not work because when I enter roulette I had my 210 that I deposited no 735 as you say in live roulette That bonus was not spent because the bonuses do not work, enter with my money bet not with any bonus because you also removed the bonus because I told you, because when I left live roulette and more money appeared but if you returned to enter the original money appeared what you say is wrong because in roulette that bonus was not I told a server of you and he told me that if that money was mine it was a system failure and that it would be fine and that's how that money was I only won at roulette with 210 not with 735 I want it to be clear look at the images of the casino it will be seen that my money was 210 when between no 735 that was the problem of you who put me that bonus that I did not wanted to

Yo no coji ningún bono eso se lo dije a un servidor de ustedes que yo no quería ningún bono eso de bono en ruleta en vivo no funciona por que yo cuando entre en ruleta tenía mis 210 que deposite no 735 como dice ustedes en ruleta en vivo ese bono no fue gastado por que ay los bonos no funcionan entre con mi dinero apostado no  con ningún bono por que además ustedes quitaron el bono por que yo se lo dije, por que cuando salí de ruleta en vivo ay aparecía más dinero pero si volvías a entrar aparecía el dinero original eso que ustedes dicen esta mal por que en ruleta ese bono no estaba se lo dije a un servidor de ustedes y el me dijo que si que ese dinero era mío que era fallo del sistema y que se pondría bien y asi fue así como fue ese dinero lo gane solo en ruleta con 210 no con 735 quiero que quede claro miren las imágenes del casino se verá que mi dinero eran 210 cuando entre no 735 eso fue problema de ustedes que me pusieron ese bono que yo no quería 

They have to see the cameras of the casino that I enter with my 210 not with 735 they are wrong and I am right that I only played with my money not with bonus money and spoke with one of their servers and the next day they removed the bonus and the money was in the account because the money stayed and the rest you took away because I did not want any bonus

Tienen que ver las cámaras del casino que yo entre con mis 210 no con 735 se están equivocando y tengo razón que yo solo jugaba con mi dinero no con dinero del bono y hable con uno de sus servidores y al siguiente día quitaron el bono y se quedó el dinero en la cuenta por que se quedó el dinero y lo demás lo quitasteis por que yo no queria ningún bono 

This what I tell you is what happened and you are wrong about the bonus ions because it became clear that I did not want bonuses and that money is earned without bonuses or anything that of the 525 of the bonus I never played with that in Live roulette only my 210 came out I never play bonuses or anything they have to check things before taking any money from anyone

Esto que les digo es lo que pasó y ustedes se están equivocando con eso de las bonifica iones por que eso se quedó claro que yo no queria bonos y ese dinero es ganado sin bonos ni nada eso de los 525 del bono nunca jugué con eso en ruleta en vivo solo salían mis 210 yo nunca juego bonos ni nada tienen que revisar las cosas antes de quitar ningún dinero a nadie

Hi everyone,   

We have reviewed the chat history and found that the request to remove the bonus on chat came 3 hours after the deposit. According to our Bonus Rules item 2.2.3.5. If you place any bets while having a Deposit Bonus in your balance, that Deposit Bonus cannot be cancelled anymore and shall be subject to wagering requirements along with the associated deposit. Since the request was made after multiple bets were placed we were unable to oblige the request.    

We also offer the option of removing your own bonus should you prefer to play cash only. You can cancel the bonus you receive automatically for your deposit from the Bonus Overview section in your account. To reach the Bonus Overview section, all you need to do is click on the Rewards tab on the left-hand side of the screen, and you will see all of the active bonuses on your account. Once you reach the page, you will see a Cancel Bonus button which performs the function of removing your bonus balance.    

Kindly note that if you are currently receiving bonuses and do not wish to accept them, before making a deposit, you can contact one of our Customer Service Advisors via the Chat functionality within the casino and ask them to remove the bonus from your account. As a result, this will also opt you out of all future bonuses. You can always opt for a cashback offer instead of a deposit bonus, as this will not place your balance under any restrictions such as a wagering requirement or a maximum bet amount.

Please let me know if you require any further information. 

Kind regards, 

Team Black Diamond 

Hello Alvarito.

"We have reviewed the chat history and found that the request to remove the bonus on chat came 3 hours after the deposit"., could you confirm the casino statement, please? 

 If the casino informed you that you were playing with a bonus, there is nothing much we can do. 

That they give me the money back this is a scam and close my account give me back the money that I have deposited since the first deposit this is a pure scam I never play with bonuses you are not seeing the part of the casino when you only enter with 210 they do not want it See why it is not convenient for them they do not want to pay me but to return my money, I beg you it is a lot of money they have to return all my deposits more than 700 that is just because they have taken all the money from me that they can not leave me like that without money this is a scam instead of looking at the images of the casino

Que me devuelvan el dinero esto es una estafa y cierren mi cuenta devuélvanme el dinero que e depositado desde el primer depósito esto es una pura estafa yo nunca juego con bonos ustedes no están viendo la parte del casino cuando solo entre con 210 eso no lo quieren ver por que no les conviene no quieren pagarme pero que me devuelvan mi dinero se lo ruego es mucho dinero tienen que devolverme todos mis deposito más de 700 eso es justo por que me an quitado todo el dinero eso no pueden dejarme así sin dinero esto es una estafa devén de mirar las imágenes del casino

The images of the casino will give me the reason to only enter with 210 what the casino says is a scam to not pay me

Las imágenes del casino me darán la razón solo entre con 210 eso  que dice el casino es una estafa para no pagarme

I plan to enter forums if it is not solved and tell what is happening and Spanish players will not enter deckmedia again it is a pure one if they do not return my deposited money I do not ask for the won I only ask for my deposited money

Pienso entrar en foros si no se soluciona y contar lo que está pasando y jugadores españoles no volverán a entrar en deckmedia es una pura si no me devuelven mi dinero depositado no pido lo ganado solo pido mi dinero depositado

Give me back my more than $ 800 that I have deposited you have scammed me, at least give me back my money that I have deposited or delete from your accounts I do not want anything with deckmedia is a scam

Anyone who wants to enter your casino wants you to know that it is a scam

Devuelvanme mis más de 800$ que e dopositado ustedes me an estafado por lo menos devuélvanme mi dinero que e depositado u borren e de sus cuentas no quiero nada con deckmedia es una estafa 

Cualquiera que quiera entrar en su casino quiero que sepan que es una estafa 

Dear Black Diamond Casino team.

Since,  Alvaro has not confirmed your statement. Could you provide us with any proofs to support your claims, please? 

Dear Alvarito.

I am very sorry to inform you but we believe the casino behaviour was justified and they have provided us with relevant information and proofs. Since you have clearly breached casino T&Cs, we are forced to reject the case.

Best regards, Jozef

Casino.Guru