Diamond Reels Casino - Pelaajan voitot takavarikoidaan.

I played slots and won on 4.4.2025 in DiamodReels Casino

The casino used a ridiculous and predatory term and condition against me—something truly unreal. I made a deposit of $70 while using their ongoing 95% deposit bonus offer and managed to win $3,711. I cashed out $1,711 and was paid, but they confiscated the remaining $2,000 simply because I didn’t withdraw the full $3,711 in a single transaction, but instead split it into two withdrawals. They claimed this violated their terms and conditions, which apparently state that only one withdrawal is allowed when using a deposit bonus.

This is, of course, disgraceful. They could have easily emailed me to say, "We’ve canceled your cashout—please log in again and withdraw the full amount, as only one cashout is allowed." That would be the minimum you’d expect from anyone acting in good faith. Instead, they left the situation as it was and chose to enforce this term against a player who simply wanted to leave part of the balance to play later. It’s absolutely ridiculous.

Dear Juan28tez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from DiamondReels Casino.

To better understand your situation and assist you effectively, could you please clarify the following points:

• Have you made any successful withdrawals of bonus winnings before?
• Did the casino specify the rule they used to confiscate your winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina

Thank you your help

as to your questions

1. No, this is my first withdrawal with this casino.

2 They told me on live chat that according to the terms only 1 withdrawal is allowed per bonus

but I don't have the record of this live chat I what with them

Regarding the relevant communication, unfortunatly they don't respond to my emails

rgarding this issue

Juan

Thank you very much, Juan28tez, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Juan28tez,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Diamond Reels Casino to join the conversation.

Dear Diamond Reels Casino,

Can you kindly explain the rationale behind voiding the player's winnings only because they apparently have not requested the full amount for withdrawal? If this action was based on some potential rule violations, kindly forward any evidence of this to me at michal.k@casino.guru

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 Michal , after your last post I contacted the casino by sending them an email to know why they are not responding to this active complaint,

The replied with the follow message :

On Wed, May 21, 2025 at 12:39 PM Diamond Reels Support <support@diamondreels.com> wrote:

Hi JuanJose,

I hope you are doing well!

The Team has received your complaint and are in liaison with Casino Guru to address the matter at hand.

You will be updated and notified accordingly in a timely manner.

Enjoy the rest of your day.

Regards,

Diamond Reels Team

Diamond Reels Online Casino

For 24/7 customer support,

Dear Juan28tez,

I am indeed in communication with the casino team through email, and we are discussing your case. As of now, there has not been any significant progress, so I do not find it necessary to provide you with an update at this moment. Rest assured, you will receive an update once a suitable development occurs. I kindly request your patience during this time.

Just out of curiosity, why have you not submitted a withdrawal for the whole amount of your winnings? Have you familiarised yourself with the casino bonus rules prior to claiming the bonus?

Hello Michal

Good Morning

Regarding the terms, yes I read them in order to know the max bet rule usually casinos apply .

About the reason why I submitted a partial withdrawal , sorry I can’t recall the exact reason I did it back then

Thank you again for your help

Dear Juan28tez,

Thank you for your response. If you had familiarised yourself with the casino bonus T&Cs, you would have noticed this rule:

PROMOTIONS TERMS AND CONDITIONS

WELCOME PACKAGE

17. Only one withdrawal is permitted per welcome match bonus. Any winnings left in the live balance, once the withdrawal has been initiated, will be deemed null and void.

While this rule is indeed clearly mentioned in the casino's T&Cs, we, however, don't consider this rule to be fair.

Such a rule is nowhere to be found in any top casino, and it creates, from our point of view, an unfair situation for the players, as it is not unusual for players at first to withdraw a certain portion of their genuine winnings and try their luck with the rest or withdraw the winnings in installments.

Applying such a rule does not align with the standards of fairness and transparency that players and we as well rightfully expect from a gaming establishment.

I have communicated my views to the casino team regarding what we consider to be the suitable course of action and am currently waiting for their feedback. I will share an update as soon as it becomes available.

HI Michal

I agree with you this is not fair and this is the reason why I'm here

bud away, the term mentioned says is related to the welcome bonus,

my winnings were not generated from the welcome bonus ( if I'm correct)

If they have such rule , they have to email you that the withdrawal was canceled and ask you to submit new withdrawal with the whole amount

The T&C are their to protect the casino and protect the player -not to screw each other

Dear Juan28tez,

I have engaged in a quite lengthy conversation with the Diamond Reels Casino team, and I have shared our point of view on how we believe this situation should be handled, unfortunately, we were not able to find a reasonable compromise.

After a thorough discussion, even within our complaint team and consideration of all the facts, we have come to the following conclusion:

We consider the existence and implementation of Clause 17 from the casino's bonus terms and conditions to be unfair.

We understand that it is essential for every player to review the terms and conditions before claiming a bonus or accepting the T&Cs and adhering to them. The rule "Only one withdrawal is permitted per welcome match bonus. Any winnings left in the live balance, once the withdrawal has been initiated, will be deemed null and void." is not related only to welcome bonuses but to match bonuses as well, thus, strictly technically speaking the casino team has acted according to their rules which you previously accepted.

On the other hand, this rule is nowhere to be found in high-rated casinos, and we fail to understand the reasoning behind preventing players from withdrawing their legitimately earned winnings, even if in instalments. Additionally, the casino might have set up its system to alert players about potential "risks".

Conversely, this rule seems to exist primarily as a means to avoid paying the players their full winnings if they remain unaware of it or forget about it.

Applying such a rule does not align with the standards of fairness and transparency that players and we as well rightfully expect from a gaming establishment.

There are reasonable points to consider from both perspectives. Our company policy states that a complaint cannot be rejected when a rule that we deem unfair was used against a player. Therefore, we will have to classify this complaint as Unresolved – Against fair gambling, but at the same time, we will assign only a minimal number of black points to the casino, because as previously mentioned, strictly technically speaking, the casino team has acted according to their rules, which you previously accepted. If the casino team decides to reconsider their stance, they are certainly free to do so, and you will be informed via email.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

I can only recommend that you take a moment and read a review of each casino before you start playing in the future, and only play in licensed casinos with a good rating, where encountering "controversial" rules is minimal.

I am sorry I could not be of more help on this occasion.

Regards,

Michal

Casino Guru