Non-Bonus Complaint Advice Diamond Reels refusal to pay winnings

rudy2005

Dormant Account
PABnononaccred2
Joined
Aug 28, 2005
Location
Los Angeles
I have been making at least weekly deposits at Diamond Reels Casino for the last 9 months. I have had a few smallish cashouts in that period without a problem. I recently hit on a slot machine for 15 thousand dollars. I have been paid 9800 of that amount. Suddenly I got an email from the casino saying they were declining my winnings and closing my account due to "irregular gameplay" I have been playing the same strategy all the months I have been playing, depositing between $90 and $100, usually taking whatever bonus is available and never playing more than $1/line. They have accepted my deposits and never had a problem until I hit this large jackpot. They say they have "a right to close any account and void any winnings at any time." I don't know what to do about this. They seemed to be honest in the past but this is not the action of a reputable casino. This looks simply like a bogus excuse not to continue paying my winnings. I don't find a casino rep on this site. Does anyone have any suggestions about what I can about this? Btw, this casino uses RTG software. I play other RTG casinos and am in good standing with them. Any help is appreciated.
 
Any help is appreciated.
They don't have a rep on the forum, but they are not in the rogue pit, so Pitch-A-Bitch.
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs


Good luck!
KK
 
They don't have a rep on the forum, but they are not in the rogue pit, so Pitch-A-Bitch.
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos
KK


As is common practice, all accounts are reviewed on a scheduled basis. During the review on this players account, we received notification from a reputable Software Provider whereby the player in question's, details were flagged for severe bonus abuse and play that was noted for systematic advantage. As a result, we had no choice but to lock the account in question, and therefore the remainder of the winnings were forfeited.

Diamond Reels has and continues to honor all payouts of winnings to our valued Players. However, if the Player behavior is deemed to be abusive and outside of normal parameters of play as detected by our software providers, with the intent to manipulate and thereby breach our Terms and Conditions, we shall not waiver to act swiftly to put a stop to this unethical behavior.

On behalf of Diamond Reels Casino
 
As is common practice, all accounts are reviewed on a scheduled basis. During the review on this players account, we received notification from a reputable Software Provider whereby the player in question's, details were flagged for severe bonus abuse and play that was noted for systematic advantage. As a result, we had no choice but to lock the account in question, and therefore the remainder of the winnings were forfeited.

Diamond Reels has and continues to honor all payouts of winnings to our valued Players. However, if the Player behavior is deemed to be abusive and outside of normal parameters of play as detected by our software providers, with the intent to manipulate and thereby breach our Terms and Conditions, we shall not waiver to act swiftly to put a stop to this unethical behavior.

On behalf of Diamond Reels Casino

What exactly counts as "abusive" behavior in this case? I'm curious.

If it's playing restricted games, breaking max bet terms or something like that, then I understand, but the terms you're using in your post seem awfully broad, and could refer to almost anything.
 
What exactly counts as "abusive" behavior in this case? I'm curious.

If it's playing restricted games, breaking max bet terms or something like that, then I understand, but the terms you're using in your post seem awfully broad, and could refer to almost anything.
I know that RTG (like many other softwares) keeps a central data-base of players to highlight and stop fraudsters and "abusers" - which is fair enough if it's applied correctly: i.e. Stopping them BEFORE they deposit.

But in this case the OP said he had deposited, played and even withdrawn several times at Diamond Reels, and had actually been paid part of his winnings before they blocked him - IMO that is NOT acceptable.
Hopefully he will PAB (if he can - I see he has a crossed out PAB in his profile - so may have used his one shot already...?)

KK
 
I must say Diamond Reels must be very poor at spotting "abusers" if they allowed this player to deposit weekly for the past 9 months and continued to offer him bonuses.

I'd like to suggest maxd consider accepting a second PAB, as this kind of rogue behaviour on the part of an operator deserves them being thrown into the pit.

I see they are already on at least one blacklist, and have an unresolved complaint for a large sum without explanation at another.
 
"abusive" behvior?

What exactly counts as "abusive" behavior in this case? I'm curious.

If it's playing restricted games, breaking max bet terms or something like that, then I understand, but the terms you're using in your post seem awfully broad, and could refer to almost anything.

Not only did I not break any of Diamond Reels terms, they are not alleging that I broke their any of their terms. Nor did I play in any unusual manner. I believe they have a right to exclude players from bonuses and even close accounts although I don't know why they would want to discourage a good customer from continuing to deposit without bonuses. However, this should be done after all winnings are paid - not before. A casino should not accept a playe'rs deposits and gameplay over a long period and then refuse to pay only after they have a big win.
 
File a PAB and await the outcome.

Sounds rogue to me though and like they are trying to say you were betting strange which shouldnt matter since its slots and its random
 
Newbie has an opinion

I am new to this site. I am relatively new to online slots. I have played a fair amount at Diamond Reels. Let me give you my opinion.

1. I simply can't imagine that a casino can withhold payment because of an "irregularity" in betting. Frankly, I can't imagine what this irregularity could be that would entitle a casino not to pay on a wager. I would surmise that it would have to be some method of hacking into the software to generate wins from losing spins. But, short of this, if the patron is somehow taking advantage of the offers that the casino extends to its customers, I suppose it might be acceptable for the casino to stop extending those offers to the patron. I could understand that. But not paying the guy when he has taken on what the casino offered, and has risked his money ? This can't possibly be right.

I have seen some in this thread attempt to defend the casinos action. Quite honestly, the arguments presented pale in comparison to the fact that the casino took the players action, let him absorb all the risk attendant to his play, intended to accept his full deposit should he lose and then not pay him in full if he manages to win. Arguments on the casino's side here seem quite specious to me.

2. I have played on Diamond Reels for several months, and I have never won. But I kept playing, and I deposited many times in response to emails that their host George sent me. None of these emails made no mention of a maximum cashout provision. The emails encouraged me to make large deposits to maximize the "bonus" that I was to receive.

Quite by accident, I discovered that there was a maximum cashout provision imposed in fine print, buried in a difficult to access portion of the Diamond Reels website. The provision itself is very difficult to find (I am an attorney). I have been depositing $70 to a hundred dollars per deposit to Diamond Reels, without knowing that if I ever happened to win, the maximum that I would receive is $1500. I have not calculated the total of my deposits, but they are several thousand, at a minimum.

I would expect the same people who defend Diamond Reels not paying its patron for his win will defend this highly deceptive practice by telling me that I'm a lawyer, and I should have scoured the Diamond Reels website to find out that they don't have to pay me more than a fraction of my win, should I ever hit one.

I have no doubt that a very large number of patrons are not aware of this maximum cashout provision and expect to be paid fully when they win. This practice takes advantage of inexperienced players, in a way that violates a host of laws on deceptive advertising in California.

3. I play on a few other sites. Most do not have maximum cashout provisions attendant to their bonuses. However, all of the other casinos, when they do have maximum cashouts with certain bonuses, so state in their advertisements and emails. Diamond Reels does not.

4. I have become aware that Diamond Reels very recently changed the terms of their bonuses. Although the Diamond Reels bonuses still have the same code names and percentage amounts, the maximum cashout provision was only very recently added. Any person who carefully researched the terms of the bonuses, then played after determining there was no maximum cashout provision, would have had this provision snuck upon them, without notice.

5. I would have to say that Diamond Reels operates the most unethical casino that I have ever encountered, online or otherwise. Were they a brick and mortar casino, operating in any state of the U.S., they would be shut down straightaway. Needless to say, I will not be playing there further.
 
I am new to this site. I am relatively new to online slots. I have played a fair amount at Diamond Reels. Let me give you my opinion.

1. I simply can't imagine that a casino can withhold payment because of an "irregularity" in betting. Frankly, I can't imagine what this irregularity could be that would entitle a casino not to pay on a wager. I would surmise that it would have to be some method of hacking into the software to generate wins from losing spins. But, short of this, if the patron is somehow taking advantage of the offers that the casino extends to its customers, I suppose it might be acceptable for the casino to stop extending those offers to the patron. I could understand that. But not paying the guy when he has taken on what the casino offered, and has risked his money ? This can't possibly be right.

I have seen some in this thread attempt to defend the casinos action. Quite honestly, the arguments presented pale in comparison to the fact that the casino took the players action, let him absorb all the risk attendant to his play, intended to accept his full deposit should he lose and then not pay him in full if he manages to win. Arguments on the casino's side here seem quite specious to me.

2. I have played on Diamond Reels for several months, and I have never won. But I kept playing, and I deposited many times in response to emails that their host George sent me. None of these emails made no mention of a maximum cashout provision. The emails encouraged me to make large deposits to maximize the "bonus" that I was to receive.

Quite by accident, I discovered that there was a maximum cashout provision imposed in fine print, buried in a difficult to access portion of the Diamond Reels website. The provision itself is very difficult to find (I am an attorney). I have been depositing $70 to a hundred dollars per deposit to Diamond Reels, without knowing that if I ever happened to win, the maximum that I would receive is $1500. I have not calculated the total of my deposits, but they are several thousand, at a minimum.

I would expect the same people who defend Diamond Reels not paying its patron for his win will defend this highly deceptive practice by telling me that I'm a lawyer, and I should have scoured the Diamond Reels website to find out that they don't have to pay me more than a fraction of my win, should I ever hit one.

I have no doubt that a very large number of patrons are not aware of this maximum cashout provision and expect to be paid fully when they win. This practice takes advantage of inexperienced players, in a way that violates a host of laws on deceptive advertising in California.

3. I play on a few other sites. Most do not have maximum cashout provisions attendant to their bonuses. However, all of the other casinos, when they do have maximum cashouts with certain bonuses, so state in their advertisements and emails. Diamond Reels does not.

4. I have become aware that Diamond Reels very recently changed the terms of their bonuses. Although the Diamond Reels bonuses still have the same code names and percentage amounts, the maximum cashout provision was only very recently added. Any person who carefully researched the terms of the bonuses, then played after determining there was no maximum cashout provision, would have had this provision snuck upon them, without notice.

5. I would have to say that Diamond Reels operates the most unethical casino that I have ever encountered, online or otherwise. Were they a brick and mortar casino, operating in any state of the U.S., they would be shut down straightaway. Needless to say, I will not be playing there further.

Very well informed and well written post there.
Sadly just another case of a online casino doing as it pleases. Frankly I'm getting fed up of hearing it, they expect the player to be whiter than white, yet there own practices fade into shady at least.
 
I am new to this site. I am relatively new to online slots. I have played a fair amount at Diamond Reels. Let me give you my opinion.

I have no doubt that a very large number of patrons are not aware of this maximum cashout provision and expect to be paid fully when they win.
.

Thank you for your post. Please allow me to, on behalf of Diamond Reels casino, deal with some of the concerns you’ve highlighted surrounding promotion terms and conditions at the casino.

Please be advised that as per the Terms and Conditions, Diamond Reels reserves the right to update their T&C’s at any time, with their player’s best interests at the forefront of that decision. “ 40.The Company reserves the right to amend these Terms and Conditions, or to implement or amend any procedures, at any time without prior notice to you. Such amendments will be implemented at the discretion of the Casino management and put into immediate effect. Such procedural changes will only be in response to the interests and security of the Casino or the players.”

You mention that you “by accident” discovered the max cash out on one of their bonuses, however the casino had informed all players via email on the 7th and 10th April 2017 that their current bonuses were updated, along with the link to promotional details and T&C’s that went with them.

In another statement, you say “Although the Diamond Reels bonuses still have the same code names and percentage amounts, the maximum cash out provision was only very recently added.” – please be advised that most bonus code names, percentages and terms and conditions have changed. Not all match bonuses at Diamond Reels carry a maximum cash out and those that do are clearly stipulated in the terms and conditions so that players are aware before they choose to claim any bonus code. Those that do not carry a max cashout restriction are also clearly stipulated on the site. In addition, ad-hoc offers and their restrictions are communicated to players as and when they are available, along with the specific terms for that bonus.

“ 2. I have played on Diamond Reels for several months, and I have never won.” Your opinion of the casino is quite unfortunate as the casino have confirmed that you have in fact cashed out a substantial amount with no maximum cash out imposed on your win.

Diamond Reels endeavors to provide gaming that is fair and are transparent in their bonus terms and conditions.
 
You mention that you “by accident” discovered the max cash out on one of their bonuses, however the casino had informed all players via email on the 7th and 10th April 2017 that their current bonuses were updated, along with the link to promotional details and T&C’s that went with them.

Nothing could be more misleading than this. Those emails make absolutely no mention of the fact that maximum cashouts had been imposed on bonuses that had every other term identical to those before. I had no idea that I was playing with bonuses that imposed a maximum cashout. Your new T&C make it quite impossible for a player to have any chance to win. I was depositing $70 to $150 per deposit when I could only cashout, under the best scenario, $1500, and in other scernarios, $500.

The circumstances of this surreptitious change in T&C, combined with even more heinous treatment of the patron who originated this thread, demonstrate unequivocally that Diamond Reels is not content to earn ordinary profits on slot machines, but actively seeks to avoid paying out the rare customer that actually wins. We are in the Wild West of internet gaming.

When I discovered the max cashout impositions, I left repeated messages with "live chat" to have my "host" contact me to discuss this. My "host" declined to do so; however, eventually, on one occasion a different representative of Diamond Reels did contact me. This employee of Diamond Reels apologized for the misleading emails and advertising, stated that the host was "unable" to contact me, and then told me that he agreed with me and believed that, at a minimum, Diamond Reels solicitations and advertising should disclose the maximum cashouts, especially when the weekly bonuses (e.g., Tuesday bonus, Monday bonus, etc)., did not disclose anywhere that the player was now subject to a maximum cashout.


I did in fact cashout once for $900, I had forgotten about that. On the other hand, I have made far more deposits than I thought I had, and I am a net loser at Diamond Reels for more money than I suggested in my first email. Finally, whether I won or lost, or cashed out or not, is neither here nor there as to the point that your casino despicably misleads its customers.
 
Nothing could be more misleading than this. Those emails make absolutely no mention of the fact that maximum cashouts had been imposed on bonuses that had every other term identical to those before. I had no idea that I was playing with bonuses that imposed a maximum cashout. Your new T&C make it quite impossible for a player to have any chance to win. I was depositing $70 to $150 per deposit when I could only cashout, under the best scenario, $1500, and in other scernarios, $500.

Thank you once again for your reply.

We are sorry to hear that you still feel this way, and are still struggling to understand the basis of your claim. Having reviewed your account, we cannot find a scenario where you’ve experienced a win and we’ve limited your maximum cashout. Further to this, the Terms and conditions of all of our weekly bonuses are freely available to all players to read and take note of. It is vital that as a player you are aware of the restriction of any bonus that you opt to claim.

We also do not see how you’ve been misled by the casino, we sent two emails to all players with notification of the update to our offers whereby we have increased most of the daily match deals. We also included a link direct to our revamped promotions where our terms and conditions are viewable and easy to understand.

Any player has the option to redeem an offer or not. If you do not wish to have a maximum cash out imposed on your deposit, we urge that you do not claim the match bonuses that carry the maximum cashout restriction. Instead, contact our support team through our 24/7 chat channel for any additional offers that may be available (something a little tailored and more suited to your gaming preferences).

I am certain your Host will be in touch once back in office to discuss the current promotions link with you in detail, as well as information regarding the issuing of your pending payment. It seems like the Free Chip redeemed yesterday brought Lady Luck to your door.

We hope that you will continue to be a loyal customer, and continue to enjoy payouts and entertainment at the reels.
 
I am pleased to report that Diamond Reels and I have resolved my concern. Diamond Reels’ host, Brendan, listened to my complaint about the hidden maximum withdrawal attentively, and went back and forth between me and management to resolve my issue.

As a token of good faith, they have offered me a significant playing chip. More importantly, and more relevant to the CM community, is that Diamond Reels has ceased imposing a maximum cashout restriction, except for Wednesdays. As Brendan put it:

“our standard weekly casino match offers that occur on Monday, Tuesday, Thursday, Friday, Saturday and Sunday, do not carry cashout restrictions. Our Wednesday match offer does carry cash out restrictions and can be viewed on the terms and conditions. These have been amended recently to ensure that our players only receive the best matches!”

I am very pleased that Diamond Reels has determined to do away with the onerous maximum cashout rule (except for Wednesdays). I strongly believe that this is a rule that is unfair to the players because they lose out on a vast majority of all of their large jackpots.


As Diamond Reels has changed its policy, I will be quite happy to start playing there again.
 
Diamond Reels owes me too.

I am so glad I found this thread! I seem to have the same problem, only for a lot more money. On February 22, 2017 I won 30k at Diamond Reels. It was remarkable. I hit FIVE scatters at $1 per line and got 100 free spins with a 5x multiplier. After a few retriggers I had over 30k and then met the required rollover. I requested and was paid 5k. Subsequently, much to my astonishment, I was barred from the casino and told I would not be paid my balance because I was on a list from the software provider. This is amazing and absurd. I have been playing at this casino for many, many months and made many, many deposits. I finally hit a giant jackpot and am now not paid. Can anyone here help me? I tried complaining at a different site, but don’t seem to have had a good result there.

Can I place a complaint? Surely they can’t just not pay. I can provide copies of all interactions with the casino if needed. I’m willing to do whatever needs to be done to get paid my winnings.
 
I hit FIVE scatters at $1 per line and got 100 free spins with a 5x multiplier.

... I was barred from the casino and told I would not be paid my balance because I was on a list from the software provider.
My first question is what game was that on???
I'm pretty familiar with RTG slots, and I can't think of any that can give 100 spins @ x5... :confused:

RTG run a central data-base of "fraud players" and will refuse to pay them. Unfortunately, like just about every other single casino on the net, they don't actually check to see if the player is on their blacklist until they come to WITHDRAW :(
This has caused 100's of similar problems over the years.
You could try Casinomeister's PAB service - but I have to warn you that if you have ever committed any sort of fraud or charge-back at any RTG casino in the past, that your chances of success could be quite low.

Welcome to the forum! :thumbsup:
KK
 
So, this casino happily takes deposits from players, but when they win really big then all of a sudden they are "on a list supplied by the software provider", and this excuse is used not to pay out.

The real abuser here is the casino, they have set up a system in cooperation with the software supplier that allows for the cancellation of big payouts, but that also does not interfere with the steady taking of money from these players.

If any play is "abusive", it is just as "abusive" if the player loses. This list should be used to block signups, not as a way to selectively avoid paying the rare big wins.

Of course, this is RTG, and this is how they have always operated - keep players happy whilst they are losing, but screw them over when they win big so that the casino does not risk having to give back the profits already banked.
 
Casinos can always used this poor excuse to not pay legit wins. If you accept a bet you pay a bet simple as that. I advise everyone to stay away from any casino that uses this practice. There were several complaints over at AG site against a casino using these same excuses to deny winnings, and come to find out a few of the players was 100% legit with no neg history whatsoever.
 
My first question is what game was that on???
I'm pretty familiar with RTG slots, and I can't think of any that can give 100 spins @ x5... :confused:

RTG run a central data-base of "fraud players" and will refuse to pay them. Unfortunately, like just about every other single casino on the net, they don't actually check to see if the player is on their blacklist until they come to WITHDRAW :(
This has caused 100's of similar problems over the years.
You could try Casinomeister's PAB service - but I have to warn you that if you have ever committed any sort of fraud or charge-back at any RTG casino in the past, that your chances of success could be quite low.

Welcome to the forum! :thumbsup:
KK

I won on Rain Dance (which is my favorite RTG slot). I play it almost exclusively.
Believe it or not I got 100 spins @x5 on Rain Dance at Cherry Gold several years ago and got a max cashout! I currently am active at many RTG casinos and have been receiving payments (when I win) without a problem.
I have never committed fraud or been accused of it.
 
Casinos can always used this poor excuse to not pay legit wins. If you accept a bet you pay a bet simple as that. I advise everyone to stay away from any casino that uses this practice. There were several complaints over at AG site against a casino using these same excuses to deny winnings, and come to find out a few of the players was 100% legit with no neg history whatsoever.
Sometimes a Dolphin gets caught in the Tuna net...
... that's when we send Max in to make sure it's not just a very big Tuna in a very good disguise! :p

KK
 
Thank you for your post. Please allow me to, on behalf of Diamond Reels casino, deal with some of the concerns you’ve highlighted surrounding promotion terms and conditions at the casino.

Please be advised that as per the Terms and Conditions, Diamond Reels reserves the right to update their T&C’s at any time, with their player’s best interests at the forefront of that decision. “ 40.The Company reserves the right to amend these Terms and Conditions, or to implement or amend any procedures, at any time without prior notice to you. Such amendments will be implemented at the discretion of the Casino management and put into immediate effect. Such procedural changes will only be in response to the interests and security of the Casino or the players.”

You mention that you “by accident” discovered the max cash out on one of their bonuses, however the casino had informed all players via email on the 7th and 10th April 2017 that their current bonuses were updated, along with the link to promotional details and T&C’s that went with them.

In another statement, you say “Although the Diamond Reels bonuses still have the same code names and percentage amounts, the maximum cash out provision was only very recently added.” – please be advised that most bonus code names, percentages and terms and conditions have changed. Not all match bonuses at Diamond Reels carry a maximum cash out and those that do are clearly stipulated in the terms and conditions so that players are aware before they choose to claim any bonus code. Those that do not carry a max cashout restriction are also clearly stipulated on the site. In addition, ad-hoc offers and their restrictions are communicated to players as and when they are available, along with the specific terms for that bonus.

“ 2. I have played on Diamond Reels for several months, and I have never won.” Your opinion of the casino is quite unfortunate as the casino have confirmed that you have in fact cashed out a substantial amount with no maximum cash out imposed on your win.

Diamond Reels endeavors to provide gaming that is fair and are transparent in their bonus terms and conditions.

You can update you T's&C's as much as you like, but I am sure you are aware that you have to abide by the laws of the countries you operate within, as well as the laws and regulations of the European Union.

When you update your T's&C's, you must in whatever shape or form clearly inform existing users that certain term had been updated. Should you fail to do so, the players will not be responsible for breaching that term.

Let me give you an example;

I am an internet provider. You contact me to order the service: 100mb of internet for £40 per month. We sign a contract and you agree to all of the terms. Two months later, you realise that your internet speed is in fact 15mb and you will be paying £75 instead. Would you be happy? No.

There are laws operating to prevent rogue behaviour by enterprises such as online casinos and you must abide by those laws. Were it up to me, you would end up in court.
 

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