Diamond Reels Casino - Player was banned and winnings confiscated.

Played their no deposit promo, made it through the rollover, but before trying to with draw I messages customer service to ask them to check my account for anything that would hinder me from receiving my withdraw, because in order to withdraw you must first deposit $35 and play through it 1 time, and didn't want to make the deposit if they had any discrepancies. Customer service was extremely rude, refused to answer my questions,and just kept repeating, "first make the $35 deposit, then we'll look for discrepancies". Which that sounds suspect already... I requested the transcripts from our conversation but they were never sent. But here's the real crazy part... if you read their t&c, it states they have the right to keep your money and ban you if you have a felony, and that you're giving them permission to permanently take any and all of your money in your account, whether it be deposit or bonus money, for ANY reason they see fit, without giving you a reason why. I've read the t&c for over 50 online casinos and I've never seen one that said that before.

Anyhow, apparently they ran a background check on me without my permission, found out I have a felony DUI, and used that as theire excuse to keep my winnings and ban me from their site. This is probably the most suspect, sketchiest casino I've run in to so far. Definitely would never invest my hard earned money there,especially after reading their t&c...Be safe, folks.

Hello blazemoody,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Diamond Reels Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did deposit there after all? Do I understand it correctly that your account is now closed? When was the last time you contacted the casino and what was it about?

As you can see in our review, the safety index corresponds with the casino terms and they do not even own a license so there is no authority which you can turn to in case of any issue. However, as your issue was related only to a no deposit bonus with no real money balance loss, there is hardly anything we can do.

Looking forward to your answer.

Regards,

Nick

No, I did not make a deposit.

I don't know if my account is closed, but they said I cannot login because I am banned from using their casino due to being a felon. I talked to customer service the same day I originally posted this complaint, and it was to ask why I was unable to login.

Hello blazemoody,

In case you did not have any real money balance on your casino, they are eligible to close any account without any reason given and there is nothing anybody could do.

Is there anything else we could assist you with?

Dear blazemoody,

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.

I understand. I read their terms & conditions in their entirety prior to using their casino. However, I've also read the full t&c of the other 80+ casinos I'm a member of, and not a single one has had such blatant red flags as there are in yours. No other casino says they can take your deposited money without any reason or cause, and you must give up your rights to your own money. No other casino says they hold the right to take your money from you for having a criminal record that has absolutely nothing to do with money, casinos, or any other relatable thing. Yes, I've read it, and I see that Diamond Reels casino is the ONLY one who has openly displayed such disregard for their patrons, and their rights. Diamons Reels violated my privacy by conducting a background check on me without my written consent, and then using a minor alcohol related infraction as an excuse to not have to pay me my winnings. The staff are incredibly rude, disrespectful, and from the moment you win they treat you like trash and then use anything and everything possible to not pay out. They've outlined conditions in their user agreement that are tyrannical and an obvious abuse of their delusional power, and an abuse of their patron's rights and privacy. I don't care what your online contract says, if you follow through with some of the things in that agreement, you absolutely stand the possibility of legal recourse. I can make a contract that says I have the right to murder and get someone to sign it, but I promise if I do, I'll still go to prison. I hope that Diamond Reels reconsider their stance towards their patrons, and shows a bit more due respect.

Hello blazemoody,

Just to clarify, we are not the casino.

As you used a no deposit bonus, the casino did not take away anything from you. You were requested to deposit which you refused, they had every right to close your account (even if the casino wouldn't do any background check so it is not related to the case) as it is a standard verification check. In case you would have deposit and the casino would refuse to pay out, we would be able to assist you but you simply ignored their request.

Regarding any background check, if those information are public on internet, anyone is free to check them and there is nothing we can do with it.

We will be now forced to close the complaint based on the above stated facts.

Best regards,

Nick