HomeComplaintsDiamond Reels Casino - The player's withdrawal is delayed.

Diamond Reels Casino - The player's withdrawal is delayed.

Amount: €420

Diamond Reels Casino
Safety Index:Below average
Submitted: 30 May 2023 | Case closed : 04 Jul 2023
Case closed Our verdict

Other

REJECTED

Case summary

1 year ago

The player's withdrawal had been delayed for over 2 weeks. After the investigation, player has played their funds away.

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1 year ago
Translation

Hello,


I've been waiting for a payout for more than 2 weeks.

I was supposed to verify my account in a very cumbersome way, which ultimately only worked somehow via the Dokusign app.


Nothing has been heard from the casino since then.

In any case, the money is gone from the casino account.

Automatic translation:
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1 year ago

Hello DrSimonCem,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago
Translation

Hello,


of course no problem!

I played with bonus. I am sending you the complete email communication with the casino.

The last was on May 16th, and strictly speaking I'm not sure if the verification is really through.

In any case, this time there was no refusal and the money was not booked back as before.


Automatic translation:
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1 year ago

Hello DrSimonCem,

As I can see from the conversation, the last time the casino requested a document from you was on 21th of May. Can you please advise if you did forward them the requested information and if they did respond since then?

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1 year ago
Translation

Yes, I immediately submitted the required documents.

Ultimately, these were only recommended when the DokuSign app was recommended to me and I followed the advice; accepted or not rejected as so often before.

Automatic translation:
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1 year ago

Hello DrSimonCem and thank you for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Hello, DrSimonCem!

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!

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1 year ago
Translation

Thank you very much for your effort!

Automatic translation:
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1 year ago

Hi DrSimonCem,


We have reviewed your withdrawal query and have found that the delay had stemmed from 2 accounts being created with the following usernames:


·        DrSimonCem (Original Account).

·        SimonCem (Duplicate Account).


We had noticed that you had been submitting documents through to your original account with the username: DrSimonCem – This account does not have a withdrawable balance which is the reason as to why you would not see any funds on the account. Your winnings are actually in your duplicate account with username: SimonCem.


Please note that the Terms and Conditions of the casino do state that you are only permitted to have one real account per player and generally, the brand would keep the older account open and close the new duplicate account created, however, we have made an exception for you and kept the Duplicate Account open (Where your winnings are) and closed the older Original Account.


The Duplicate account with username:  SimonCem has a live balance of $459.74, in order to access this account, you would need to contact our 24/7 support team to complete a chat verification.


The finance department has transferred all the documents sent through to your original account with username: DrSimonCem over to his duplicate account where his winnings are located.


We have also sent you an E-mail for the outstanding requirements in order to process out your withdrawal.


Kind regards,

Diamond Reels Casino

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1 year ago

Thank you, Diamond Reels Casino team!


DrSimonCem, could you, please, confirm that written above?

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1 year ago
Translation

Hello,


Thank you for your kindness. I didn't know anything about another account.

I'll take a look at it directly.


Kind regards, Simon K*********

Edited by a Casino Guru admin
Automatic translation:
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1 year ago

Please, let us know as soon as you will complete live chat verification and will have a access to the account.

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1 year ago

Dear DrSimonCem,

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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1 year ago
Translation

Already done, thanks

Automatic translation:
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1 year ago

DrSimonCem, are you still planning to withdraw your funds? If yes, please, let us know, how is the process of the withdrawal going!

Edited by a Casino Guru admin
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1 year ago

Dear DrSimonCem,

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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1 year ago
Translation

Thanks Pavel,


i am very disappointed in myself.

After such a long time of strictly adhering to the ultimate rule; never cancel a withdrawal;

instead on the well-known delaying technique

to have fallen in.


I find it very disadvantageous if the money is constantly being booked back into the game account because of some little things.


Methodically to the detriment of the player.


Ps: I am particularly annoyed that I acted like this after waiting so long..


I was a bit fed up and just gambled it away.


Delten Stupid. So much effort for nothing. 😉

Automatic translation:
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1 year ago

Hello, DrSimonCem!


I am sorry to hear that your winnings have been played. Unfortunately, I must reject the complaint. If you will have any problems with any casinos in the future, do not hesitate to contact our Complaint Resolution Center once again. We are here to help!


Thank you, DrSimonCem and the Diamond Reels Casino, for your cooperation and your time!

I am wishing you all the best!


Respectfully,

Pavel K

Casino Guru Team

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