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Diamond Reels - Refusing To Pay And Providing No Evidence


Unresolved - Diamond Reels casino have informed us their software provider identified this player is high risk of fraud at other properties but could not provide evidence to support this statement. As such we have two parties with diametrically opposed stories and no grounds on which to rule for either party.

Read our Diamond Reels Casino Review.

Player's Complaint

I am a long-time recreational poker player and occasional sports bettor. I just recently started playing online casinos (last two months or so) and certainly have never had any problems with any online casino/sportsbook/ or poker room. On 9/3/2017, I deposited into Diamond Reels and claimed their welcome bonus. Miraculously, I won $3850 after completing the playthrough and went to cash out my winnings. After speaking with one of their agents on chat to see if I needed to submit anything to be able to cash out, I was informed of a list of documents and submitted these on 9/4/2017.

Afterwards when I emailed to check in on the status of my cashouts, I began to get the runaround. Initially on 9/6, they told me my account was undergoing review by the finance department. After I asked what the time frame should be for this, they responded a 24-48 hour pending phase, plus a 2 to 5 business day review period, and then 5 to 15 business days to process the withdrawal and post to my account. This last response occurred on 9/8.

On 9/18, I checked in again to ask what the status was because now we were outside of the advised timeframe for processing a transaction. The only response I received stated that they would escalate to their finance department. After not hearing for the rest of the week, I wrote back again on 9/21 asking for this to be escalated to a manager, and got a reply once again stating that they would escalate to finance. On the morning of 9/22, I received the following email:

"Hi _________

I trust this finds you well.

Due to the negative links associated to your casino account, your deposit has been refunded and your withdrawal forfeited. You will no longer be able to hold an account with us. Kindly find attached the refund statement.


hese funds should reflect on your card within 5-7 business days. Should you have any further queries during this time, please feel free to contact us..

Wishing you all the best of your future endeavors.

Warm Regards,


Diamond Reels Customer Support

This is completely unfounded seeing how this was my first deposit, I have never placed any chargebacks on any credit cards, and I fully complied with their T&Cs.

As an additional issue, I tried to do a CDS complaint but the link did not seem to be working. I would fill out the form and after I filled it out and tried to submit, an error message would appear.

Read the casino review

3 Responses

User icon
October 16, 2017

Hi mrdoritosfeet - welcome to!

Unfortunately you've chosen to play with a group that hold a negative status with this service and have historically been non-responsive to complaints posted here. As such it's unlikely that we will be able to do anything to help you. Nevertheless I will try to contact the operator for you.

I do have to be clear that if the operator provides evidence supporting you having issued chargebacks against ANY casino or having engaged in the operation of multiple accounts will will uphold their refusal to pay and will not share supporting evidence.

I will revert to you when we hear from the operator.


User icon
October 16, 2017

Thank you! I truly appreciate you helping me with this as I've gotten nowhere with the casino. Thank you for the upfront warnings. I am not worried -- I have never issued a chargeback on any of the credit cards I deposit with nor have I signed up with multiple accounts.

User icon
October 27, 2017

Hi mrdoritosfeet,

I've spoken to Diamond Reels casino regarding this issue. They inform me that their software provider has flagged you as high risk of fraud due to activities you've engaged in with other operators on this platform. They cannot provide supporting evidence as their software provider cannot share activity details for other businesses.

Unfortunately this leaves us in a position where we have two parties with entirely opposing stories and no grounds on which to draw a valid conclusion as to who is right. As such our only choice is to mark this complaint as 'Unresolved'.

Sorry we could not be of further help,


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mrdoritosfeet consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

October 16, 2017

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