Diamond Reels Casino - Spillerens tilbagetrækning er forsinket.

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.

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

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.

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?

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.

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!

Thank you very much for your effort!

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?

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*********

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.

Already done, thanks

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.

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. 😉

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