The player from Illinois had experienced difficulties withdrawing his winnings via Bitcoin from an online casino. Despite having completed the required 30x playthrough, the casino had provided varying reasons for the delay, including a down Bitcoin processor and a review of his account by the Finance Department. After the Complaints Team had advised the player to wait for two weeks for the payment process, the player had confirmed receiving his payment. The Complaints Team then marked the complaint as resolved.
Diamond Reels Casino - Player struggles to withdraw winnings through Bitcoin.
Amount: $300
Diamond Reels Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Disputed amount 300.00 minus deposit bonus.
I have deposited and played at this casino several times in the last few years but have not cashed out here for a year or longer. Last week I deposited and played with a deposit bonus I received inside an e-mail from them. It came with a 30x playthru ( around $4000 play-thru) in whitch I completed in two separate days. I put in a Bitcoin Withdrawal Request and was expecting it in two days (as per their banking rules) but I did not received it. Waited another day then contacted live support. Was told that their Bitcoin Processer was down. The next day I did not receive it and contacted them again but this time they told me their Finance Dept. was reviewing my acct. Two different EXCUSES for not making a prompt payout!! That's a shame!! I then told them to CLOSE the Acct. Slow-Pay or No-Pay is Totally Unacceptable!!
I still have not received payment.
Public
Public
8 months ago
Dear dmb0602,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise when exactly you requested this withdrawal?
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
8 months ago
Payout Authorized
Dear David
Your payout of $ 300.05 USD for Account ID quball has been authorized to be paid out. You will receive another email once your payment has been sent.
We thank you for your continued business and we are always available if you should have any questions.
Email:cashier@diamondreels.comPhone:1-866-311-6263
- The Staff at Diamond Reels Casino -
43072660 - 2/12/2024 8:41:41 AM
Public
Public
8 months ago
Thank you for your reply, dmb0602. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Public
Public
8 months ago
Dear dmb0602,
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
