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So I made a clean deposit of $31 no bonuses used and caught fire got up to $800 .I am about to cashout and rememeber can't claim Any free spins with a pending withdraw so I claim my free spins for the week and win $3.28 or so the amount is under $4 so I decide to keep playing a little bit more and all the sudden throughout that day playing I am now up to $1900+ well the next day I have another free spin bonus available and I use it ( I even checked the terms and will include what I found . Anyways I keep playing and loose back the $1200 and finally go to cash out and never recieve a dime and told I broke the terms and conditions which some that I read sure but some I read clearly say I didn't so I am pissed this is 2nd time I have won a decent amount and had it taken away I've lost over $3000 and just got told the same thing by them and no one would even acknowledge the problem or confusing terms just a plain final decision. The dumb part is I would of deposited and lost a lot more than that $700 over the next month and instead they chose to not even try and come to a resolution. Plus these terms are garbage anyways I was already up almost $800 when I claimed free spins so how did those effect my win ??

Hello randall91976,

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 your account is already verified and is yes, since when exactly? What exact bonuses did you claim - can you please provide a screenshot of your bonus history? Are you able to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Let me get what info you asked for in the meantime I talked with numerous support people and they would only give the standard pre-written answer and that's it couldn't get them to even look at my points. First couple things one is why would a casino allow you to redeem a bonus when not allowed for one for two how does a free spin that I was eligible for cost me $800 that I was already up and had in my account and finally one point they emphasize for when u are not eligible is if you have a pending withdraw and so I wanted to claim before i withdrew my funds . Then also I read this which the bonus I claimed was not valued more than my balance so I shouldn't have max cashout . Anyways let me see what other info I can gather but I wanna know how I loose a prior account balance when claiming a bonus that's like not logical the free spins were not even related to this deposit and win so I don't get it

Oh and yes my account has been verified for about a year at least I've played on there and this is the 2nd time they took my winnings and of course the only two times I've won a significant amount this happens both times the 1st time I just went with it a max cashout with bonus money cause it was but this time I had already won the funds in question

I would like to ask Diamond Reels Casino to join us and help us clarify what exactly happen and to help us resolve the player's issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi randall91976,

Thank you for the feedback. We are sorry to hear about the way you feel. We do try our very best to exceed our players gaming expectations, having said that, we took some time out to review your account to establish wherein your dissatisfaction stemmed from.

We found that your winnings were journaled out for the following reason – you had wagered with free bonus money twice with a deposit greater than $10, and this is not permitted. Any winnings generated from such gameplay will be restricted to the terms of the free bonus. Winnings over and above the originally stated maximum cashout on free bonuses will be forfeited so it is for this reason that your winnings were capped. This condition is stated very clearly in our terms of use and the onus is upon the player to read through the conditions before playing. Please feel free to reference this term here: https://diamondreels.com/casino-terms (it can be located under Free Bonus Terms and Conditions – point 6).

Once again, we are deeply sorry for any inconvenience caused and hope that you continue your play with us. You will find that we honor all withdrawals fairly and, in this instance, have only acted according to our terms.

Kind Regards,

Diamond Reels Team

Any winnings generated from this well since my balance was over $800 when I used said free play for one so how am I not entitled to this amount ? 2nd point is for all other free money and bonus when not allowed or qualified it is blocked for the player and can't redeem if I am not eligible for this way was it allowed to be redeemed ? 3rd is to me logically if I have $800 in my account redeem a bonus with a max cash out of $100 then I should be allowed to cashout $900 total it's pretty logical and also makes sense your claim makes no sense and you are not fair at all period you will not see me on your site I will not spend My money where I was robbed of my winnings on something that makes no sense . Diamond reels wants players to make mistakes so it can take their winnings from them period you do not protect the players at all its a shame and I stand by this 100%

I still can't understand how a person's balance before the free play was used that I earned for one is confiscated for redeeming free play ? How is it retroactive to my balance ? Makes no sense

Also if this $100 max cashout is the final outcome you didn't even pay that amount as I deposited $32 and received a $100 so if I deposited $90 I would of got $100 and made $10 that's a joke as well straight ridiculous shouldn't I at least get $132 ?? This shows how little sense the policies make and people need to realize how they get ya every way possible

To qualify for all free bonuses you have to deposit more than $10 so I really don't get that for one and for 2 you can't even deposit below $10 so confusing that's what they want to confuse us to then confiscate players winnings . Like if you have a pending cashout not eligible for free play rewards so I don't cash out and claim my bonus but that's not allowed either lmao

Dear Dimond Reels Casino,

Is it possible to provide an evidence showing how the player's balance was used exactly - when did he deposit, take a bonus, finish wagering and so on.

Please forward it, if possible, to nikolas.b@casino.guru.

Dear randall91976,

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.

Dear Dimond Reels Casino,

We still did not receive any answer from you yet.

Can you please forward the requested evidence to nikolas.b@casino.guru.

Please understand that if we won't receive any respond within the next 7 days, the complaint will be closed as unresolved.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Nick