Was Diamond Reels Entitled to Impose Max Cashout Restriction on a Random Jackpot?


Dormant account
Oct 21, 2018
Citrus Heights CA 95610
Hello All,

I would like the community’s opinion on a situation that came up in my account at Diamond Reels recently.

This casino offers a 20% “cashback” on your losses per week, payable in coupons. I was playing a $12 cashback on September 19. I took one spin for that amount on my favorite slot, Caesar’s Empire, and I almost fell off my chair when I hit the random jackpot for that game, which was $4677. The full amount immediately appeared in my cashier.

A few days later, I put in a withdrawal request for $2000. After sending in some documents, I was paid, and my account was debited the $2000. But some days later, when I tried to withdraw another $2000, I received an email telling me that the coupon I had played with had a max cashout of exactly $2000. Therefore I was not entitled to the remaining 2600 and change. My cashier was set back to zero, and all of the chat agents I spoke with simply repeated that I was not entitled to any further withdrawals or use of those funds.

So here is my question to the forum. Does this seem fair to you? For what it is worth, here is what I think:

Random jackpots are juicy sums that online casinos promise to pay to a few lucky individuals. They serve these sites as advertising vehicles, enticing gamblers to play certain games and chase after the exciting extra prizes. All of us who play slots have participated in that chase.

But if the jackpot is not paid in full because of a cashout limit, the display of that jackpot amounts to false advertising. I was fortunate enough to (apparently) have had a max cashout of $2000 on my coupon: but what if my max cashout had been $100? Where would the remaining $4400 have gone? Into air? No, it would have been returned to the casino’s account! That means that some rather large proportion of random jackpot money is illusory; and the amount you see dangling in front of a game is actually the MAXIMUM amount possibly collectable. Yet no casino that I know of (and in this specific instance Diamond Reels) advertises it as such.

At any rate, it seems to me that once money has been assigned to a random jackpot, it no longer belongs (except in cases of fraud or cheating) to the casino but to its customers, in just the same way that a bad-beat jackpot at a brick-and-mortar casino does. It should therefore be viewed as if it were in a sequestered or escrow fund, and in good time it should be distributed, in the appropriately random fashion, entirely to the playing public.

I have not submitted a complaint but am looking forward to learning more about how people feel about this issue and the way Diamond Reels treated me.

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