Diamond Reels Casino - Player’s winnings have been reduced.

Hi the problem is the following, I used the free spins from them I won $ 11 with this money I made them $ 1800 to $ 800 I asked to withdraw them. I had to make a deposit of $ 25 to send them photos of my documents and sign a handwritten application, so I did everything and was approved by the finance department. It turned out that there is a bonus limit of $ 100, but still the site wrote that I would receive $ 65 and they did not answer me where the difference is lost and also the whole quarrel lasts almost a month and I have not received anything yet. I do not recommend this site to anyone unless you want to waste your time and some other $.

Dear Liubomir,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked Free Bonus terms and conditions, and this is what I found https://diamondreels.eu/casino-terms:

„A verification deposit of minimum €/€25 will have to be made and wagered at least once through before a withdrawal originating from a no deposit bonus will be paid to you."

Could you please advise in which currency you have made the deposit and in which currency your account was held? Have you wagered your deposited funds at least once? Additionally, please forward any relevant communication to petronela.k@casino.guru.  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

Thank you very much, Liubomir, for forwarding all the relevant communication. I have checked terms and conditions, and this is what I found https://diamondreels.eu/casino-terms:

„For withdrawal payments less than €500.00, where the payment method has been selected as Check/Wire, a €35 processing charge may be incurred which will be automatically deducted from the withdrawal payment amount at the time of payment processing. Note: in some cases, dependent on your Bank and Account Type, there may be additional fees charged to remit funds to you. Example: Intermediary processing bank requirement, holding bank fees to receive an International wire, etc. As this is player Bank and Account Type dependent, it is beyond our control.

Payment of withdrawals via Credit or Debit Card will incur a processing fee of up to €35 if the withdrawal is less than €500. No fee will not be charged on card withdrawals in excess of €500."

Have you tried to communicate with the casino an option to accumulate more winnings with your deposited funds and to withdraw your No Deposit winnings together with your winnings from No Deposit bonus? Thank you in advance.

Dear Liubomir,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.