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

Hallo,

warte seit mehr als 2 Wochen auf eine Auszahlung.

Habe noch sehr Umständlich mein Konto verifizieren sollen, was letzlich nur über die Dokusign App irgendwie geklappt hat.

Seitdem ist nichts mehr zu hören vom Casino.

Geld ist jedenfalls vom Casinokonto runter.

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

Hallo,

klar,kein Problem!

Ich habe mit Bonus gespielt. Anbei sende ich Ihnen die Komplette Email Komunikation mit dem Casino.

Die Letzte war am 16.05 , und genau genommen bin ich mir auch nicht sicher ob die Verifizierung wirklich durch ist.

Jedenfalls kam dieses mal keine Ablehnung und das Geld wurde auch nicht zurück gebucht wie zuvor immer wieder.

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?

Ja, unmittelbar habe ich die gefordeten Unterlagen eingereicht.

Diese wurden letzendlich erst als man mir die DokuSign App ans Herz;gelegt und ich dem Rat gefolgt bin; akzeptiert bzw nicht wie sooft zuvor abgewiesen.

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

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!

Vielen Dank für ihre Mühe!

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

Thank you, Diamond Reels Casino team!

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

Hallo,

Vielen Dank für ihre Kulanz. Ich wusste gar nichts mehr von einrm anderen konto.

Werde mir das direct mal ansehen.

Viele Grüße Simon K*********

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

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.

Hat sich erledigt danke

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

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.

Danke Pavel,

ich bin sehr von mir selbst enttäuscht.

Nach so langer Zeit in der ich mich strikt an die in letzter Konsequenz gezogene Regel ; niemals eine Auszahlung zu stornieren;

stattdessen auf die bekannte Hinhaltetechnik

hereingefallen zu sein.

Ich finde es sehr unvorteilhaft wenn ständig das Geld wieder auf das Spielkonto wegen irgendwelcher Kleinigkeiten zurückgebucht wird.

Methodisch zu Ungunsten des Spielers .

Ps: Besonders ärgere ich mich nach so langer Wartezeit so gehandelt zu haben..

Ein bischen hatte ich auch die Schnauze voll und habs einfach verspielt.

Delten Dämlich. So viel Anstrengung für nichts. 😉

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