Diamond Reels Casino Support and Complaints Thread

Hi,

This is Yossi from Diamond Reels Casino - here to make your experience with us out-sparkle the rest

Feel free to message me any queries you have regarding the casino - I'm here to assist.

I look forward to chatting soon and receiving your feedback on Diamond Reels.

Warm regards,
Yossi

Good Morning

So it seems this is Diamond Reels casino? I received an email that I can't login to my account. Did they revamp their site? Did they get rid of Diamond reels?

I find this odd because I know I got locked out of Diamond Reels casino and I have no idea why! I had even made a deposit there and they still locked my account.

Does anyone know why they do that?

Thanks! 

Blessings~

Hi LadyEnygma,

Diamond Reels casino still exists and operates. Please check the review page HERE.

You can provide us with your casino username we can get in touch with them and ask why they locked your account. 

Hi LadyEnygma,

My name is Angela, I am the Diamond Reels Casino representative. First off, I would like to apologize for the inconvenience and any confusion caused.

Having reviewed your account ,I found that the maximum login attempts were exceeded on your profile. Due to this, your account was locked as per security protocol. This is done to ensure both player as well as casino safety. Further to this security lock, an email was sent to advise of the login attempts on your account.

Please feel free to contact our 24/7 helpdesk to unlock your account. You may also reset your password if you wish to do so.

We look forward to assisting you and having you back at the casino.

Warm Regards,

Angela

Hi Angela,

I just spoke with support. They called me to verify my account, but want the credit card that I deposited with. The last 4 digits. That was in 2016 and I don't even have the card anymore, let alone remember the last 4 digits! They will not unlock my account until I have those numbers!

So what do I do now. I had deposited there and my account was still locked!

Thank you for your help in advance,

Blessings,

Enygma

Hi LadyEnygma,

We have asked a support agent to contact you shortly in order to resolve this issue. Please understand that we have security checks in place for your safety however in this circumstance , our support team will do their best to assist.

Once your account has been successfully unlocked, you may go ahead and reset your password.

We look forward to seeing you at the reels.

Warm Regards,

Angela

Hello LV4791,

This is the reply we received from the casino (Please note: Their Casino Representative is on a vacation so they couldn't log into his LCB direct support account and they've kindly asked me to post this reply on their behalf):

"We apologize for the delay in you receiving your wire. We have received your query and since have escalated your payment enquiry to our processor.

They have advised that recently there have been delays with payments to Russia, due to processing jurisdiction laws. Please note your payment is currently being traced and we will forward you feedback as soon as it is received.

We’d like to suggest that moving forward you utilize our Bitcoin facility as a payment option – this should guarantee that your withdrawal is received within 24hours of being processed. Furthermore, we have been liaising with our processing team for an alternate wire payment solution for our Russian clients. Please accept our sincere apologies once again for the delay."

Hello LCB moderators, I won 161$ from free spins in diamond reels casino. The maximum payout was 100$. Later on they adjusted the balance to 100$. I verified all my identity and even made verification deposit of 25$. Then I made a withdrawal via bitcoin. They are only sending me 35.13$. There was clearly written no charges are needed for withdrawal via bitcoin. They took away my 65$ for no reason. I need your support soon. I am also talking with their customer care. They have also been ignorant please help me  as soon as possible. 

Hello Rikesh Kayastha,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Well, they refunded the money and I again initiated the withdrawal and they said it would again take few days for withdrawal to be processed. This is completely unacceptable. The mistake was from their side. The finance team is available. The support team is saying their hands are tied. If I didn't get my withdrawal processed right now within moments, I am gonna complain to the gaming authority. Please help me .They are being lazy and not processing. I am doubting that this casino is a scam now. Please help me and suggest me something. I am not going to wait another three days. They have taken a lot of time.

They proceeded the two withdrawals after a lot of arguments. Let's wait that the payment is reflected on my bitcoin wallet. 

Ok, thanks for the update. Please let us know when you receive your payment.

I got the money

Hello Rikesh Kayastha,

Glad to hear that! Thanks for the update!

Can you help me? I won 100 dollars with a no deposit bonus at the DIAMOND REELS casino then I was asked for a 25 dollar verification deposit, so far so good. only when I made a withdrawal they only paid me 99 and they are saying that they will not return the money from my deposit. can you help me? CASINO DIAMOND REELS

Login: everton33

Hello Everton Klaus,

We've sent an email to the Casino Representative and asked him to check what happened. Keep you posted.

Hello Everton Klaus,

We've received a reply from the Casino Representative. This is what he says:

"The player is not tagged to LCB, nor did he claim a bonus from LCB. Diamond Reels requires a verification deposit which must be wagered through at least once, and they will not be able withdraw their deposit. 

Diamond Reels has made an execption here and though the player was not tagged to LCB nor did they claim a bonus from LCB, Diamond Reels has paid him $100 and he will not receive his deposit back.

The player says he received only $99, which would be fees from his provider and not Diamond Reels."

Dear Everton Clause,

It's unfortunate that you haven't had a pleasurable gaming and processing experience with Diamond Reels. We are unable to deposit the minimum verification deposit of $ 25 into your account as that is part of out Tc and Cs. We did however deposit your requested withdrawal of $ 100 into your account. To be able to receive the $ 100 it was necessary to make a minimum verification deposit of $ 25 and wager it once which is mandatory for all players.

As per the Clauses of our Tc and Cs we abide by our policy and strict ethical compliance in the space of online gambling.

Please review these sub-sections of our policy, general terms and conditions for in depth clarification (you can also review this on our website):

39. "A minimum verification deposit of $25 will have to be made and wagered at least once through before a withdrawal can be paid to you, if you have not made a deposit in the last 90 days. This also applies to withdrawals that were rejected and are re-requested for payment 90 days after your last purchase. Any withdrawal originating from a deposit that is less than $25 will be deemed null and void."

40. "In order for any withdrawal to be paid to you, the original deposit needs to be wagered 1x through."

Please review these sub-sections of our policy, free bonus terms and conditions for in depth clarification (you can also review this on our website):

Point 1. "The minimum and maximum withdrawal permitted on existing and previous free money bonuses is capped at $ 100.00. Any funds left from free winnings will be immediately removed from the player account after processing the withdrawal. The person who tries to go above this limit will have the funds removed from his/her account."

Point 3. "A verification deposit of minimum $25 will have to be made and wagered at least once through before a withdrawal originating from a no deposit bonus will be paid to you."

Point 14. "Please note that Terms & Conditions concerning all bonuses are in addition to the General Terms & Conditions of Diamond Reels."

We hope that this provides the information that you need.

Thank you for your time to access the provided information.

We wish you all the best.

Kind regards,

Diamond Reels Team

nowhere did i read that my deposit money would be retained ... it is very clear there that the surpluses that it says are surplus bonuses and not my deposit .. it is ridiculous for a casino to want to retain a money deposited by the client .

Dear Everton Klaus,

To be able to redeem the $ 100 winnings from the free bonus, a minimum verification deposit of $ 25 is required. The minimum verification deposit amount is mandotory and unredeemanle as part of the condition to recieve the $ 100 winnings from the free bonus.

As part of our Tc and Cs there is no agreebale reference or guarentee or any dirifitive that defines that the minimum verification amount is redeemable.

In order for any withdrawal to be paid to you, the original deposit needs to be wagered once.

We hope this helps with your query and wish you all the best.

Kind regards,

Diamond Reels Team

I completed the wagering requirements and my balance immediately went to zero. Be careful LCBers, dodgy no deposit here

Hello 1N0N7Y,

If you want us to contact the Casino Representative regarding the issue you had at Diamond Reels Casino, please send me your casino username in PM inbox.

stay clear from tjis site i made a acc got freespins and won some money i cleared the requirmants and after 2 days i made 800 dollars and made a withdraw and after 6 days still no payout when i contacted livechat got an response did you make a withdraw request  and still no payout so BE WARNED

Hello ratje1973,

Could you please tell us if your account has been verified?

Is this your first withdrawal with this brand?

Thank you.

Hello ratje1973,

Do you have any response on above mentioned questions?

Hello ratje1973,

We will be closing this complaint due to the inactivity of the submitter.

Another Slow-Pay or No-Pay Casino!! I have deposited and played at this casino several times in the last few years but have not cashed out here for a year or longer. Last week I deposited and played with a deposit bonus I received inside an e-mail from them. It came with a 30x playthru ( around $4000 play-thru) in whitch I completed in two separate days. I put in a Bitcoin Withdrawal Request and was expecting it in two days (as per their banking rules) but I did not received it. Waited another day then contacted live support. Was told that their Bitcoin Processer was down. The next day I did not receive it and contacted them again but this time they told me their Finance Dept. was reviewing my acct. Two different EXCUSES for not making a prompt payout!! That's a shame!! I then told them to CLOSE the Acct. Slow-Pay or No-Pay is Totally Unacceptable!!!!! 

Casino acct. qu****

Hello quball,

Thanks for sharing your casino credentials with us!

We will reach out to a casino representative to inquire about your case.

Keep you posted.

Hello quball,

We have reached out to the casino again.

Keep you posted.

Hello quball,

The casino representative got back to us and acknowledged a delayed response. They said the delay in processing a withdrawal was due to routine maintenance on their Bitcoin system, resulting in a temporary inability to make payments.

However, they assure that the payment will be issued today.

Can you please confirm to us when you receive your winnings, and we will mark this complaint as Resolved?

Thank you.

Hello quball,

We will close this complaint and consider it Resolved.

It was paid last week on full

Hello quball,

Thanks a lot for your update!

We are glad to hear that!

Enjoy your winnings!