Diamond Reels Casino - Player’s withdrawal has been delayed for six months.

I have not been able to receive payment for a very long time from Diamond Reels Casino (EUR version) at www.diamondreels.eu since March 2024. My account has been document-verified, and the only responses I receive when inquiring about the payment are apologies, stating that my emails have been forwarded to the finance department, or vague assurances that payment will be made soon. Below is an example of an email I received from them in April 2024:

'Hi Andres,

I trust this email finds you well.

With regard to your recent email, I have reviewed your account and see that your withdrawal is currently being audited and will be processed with the next batch of payments. Congratulations on your win.

If you have any queries or concerns, please feel free to contact us at any time.

Kind regards,

Gabby'"

Dear andrescerami,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please forward any recent communication between you and the casino discussing the issue to my email at tomas@casino.guru?

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

Best regards,

Tomas

I have never successfully withdrawn from this casino. Yes, I did receive the welcome deposit bonus when I played there and won.

I am sending now the emails requested.

Thanks for your emails,

Could you please confirm the currency and the amount of your delayed payout?

If you have a screenshot of the pending withdrawal request, post it here. Thanks for your cooperation.

"Dear Andres Moretti,

This email confirms our receipt of your payout request via BitCoin for the amount of € 3,736.00 EUR at Diamond Reels Casino EUR for your Account ID andrescerami. We will review your request shortly and you will be notified by email when your payout has been processed."

The amount is 3736 and the currency is EUR

Thank you very much, andrescerami, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, andrescerami!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear andrescerami,

I hope this message finds you well.

We would like to take this opportunity to extend our heartfelt congratulations on your impressive win with us.

I have reviewed your withdrawal request in collaboration with our finance department and I am pleased to inform you that your first withdrawal of €1,736 was processed on October 15, 2024, and your second withdrawal of €2,000 was processed today, October 16, 2024.

You should have received confirmation emails for both transactions made from your casino account, bringing the total payment to €3,736.

As you selected Bitcoin as your preferred payment method, you should have received your first payment yesterday evening, and you can expect your second payment either this evening or by tomorrow at the latest.

Thank you for choosing us, and we wish you a wonderful day ahead.

Best regards,

Diamond Reels EU Team

Thank you, Diamond Reels EU Team!

andrescerami, could you, please, confirm if you have received both withdrawals?

Thank you so much, I confirm the full amount is paid. I thank Guru and the casino for the fast replies and actions.

Dear andrescerami,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel K

Casino.Guru