Diamante Casino - 選手の退会が遅れました。

I requested a withdrawal on the first of December, the system says that withdrawals take 12 hours. Today, December 27, almost a month has passed and I have not received my money. In their customer service they only tell me that they are sorry for the inconvenience and that they do everything possible for me to receive my money, but they do not give me more information or an estimated term, so the situation becomes stressful

Solicité un retiro el primero de diciembre, el sistema dice que los retiros tardan 12 horas. Hoy, a 27 de diciembre, ya casi ha pasado un mes y no he recibido mi dinero. En su servicio de atención a clientes únicamente me dicen que lamentan el inconveniente y que hacen todo lo posible para que yo reciba mi dinero, pero no me dan más información ni un plazo estimado por lo que la situación se vuelve estresante

Dear Daniel_423456,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

What's up Petronella!

That is correct, the withdrawal request is pending on my account and I did not use any bonuses to get those profits. On the part of the customer support they do not give me any specific reason for the delay of the withdrawal, whenever I ask they tell me that the withdrawal is in the process of being paid and that the system does not provide them with more information.

Thank you for responding to my complaint, best regards!

Qué tal Petronela!

Es correcto, la solicitud de retiro está pendiente en mi cuenta y no utilicé ningún bono para obtener esas ganancias. Por parte del soporte a cliente no me dan algún motivo específico sobre el retraso del retiro, siempre que pregunto me dicen que el retiro está en proceso de ser pagado y que el sistema no les brinda más información.

Agradezco que respondieran a mi queja, saludos cordiales!

Thank you very much, Daniel_423456, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Daniel_423456,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Diamante Casino to join the conversation.

Dear Diamante Casino,

Can you please provide some information regarding the player's withdrawal delay?

Thanks to both. It's been more than a month and the casino still hasn't made my deposit, I hope you join the conversation

Gracias a ambos. Ya ha pasado mas de un mes y el casino aun no realiza mi depósito, ojalá se una a la conversación

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Daniel_423456,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Mexican Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal