The player from Pennsylvania had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn’t been processed yet. The player later confirmed that he had received the withdrawal three days after it had been sent out. The issue had been resolved successfully and the complaint had been marked as 'resolved' by the Complaints Team.
Diamond Reels Casino - Player claims that payment has been delayed.
Amount: $100
Diamond Reels Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Diamond Reels Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Hi, once again I am having issues with a withdrawal. This one, according to the casino, has actually already been completed. However I never received it and when I contacted customer service I was provided with the hash from my withdrawal last week at Slotostars, which is a sister casino to Diamond Reels. I keep being told the withdrawal will take three days but I already received the email that it was completed today. I know once the funds are sent they don't take 3 days so I don't know what to do from here.
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6 months ago
Dear randalldale88,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
The withdrawal was already processed and supposedly sent to me, I just have not received anything
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6 months ago
Dear randalldale88,
Have you received your withdrawal from the casino yet?
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5 months ago
Dear randalldale88,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Sorry for the delay, yes I received the withdrawal about 3 days after it was sent out. Thanks again for your help
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5 months ago
Dear randalldale88,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
