Refused to pay winnings, Refused to refund deposit, Account closed

I started playing on October 2018 after about a month i won my first win of $13,500 , after 3 month i got $10,000 paid by bitcoin , Now they are claiming to have a "bitcoin" issues, However i found out that they are paying other players, i email and spoke to customer service multiple times, the reply is the same reply: " we do apologize for the inconvenience. We are still experiencing issues with Bitcoin and we cannot be certain when it will be back up."
I would love to get paid .
Harris

On Oct 28th I initiated a bitcoin deposit in the amount of $75, either my wallet or the blockchain that day was verifying transactions very slowly. After several hours of not seeing my money I tried another deposit for $50, as I had read that sometimes that can "unstick" a stuck bitcoin transaction. 24 hours later, the deposits had still not credited my casino account. I contacted live chat and was told the transactions had expired. My experience with bitcoin is that does not happen. I was told I would have to wait up to 5 days for my refund. Today being the 6th day, I still do not have my refund. I contacted chat again only to be told I had to wait 5 BUSINESS days. I then stated the fact that the whole purpose behind using Bitcoin was to avoid having to wait. This is when it was clear to me that the "expired" transaction was only expired in their system, not on the blockchain. I looked into the transactions on the blockchain and they have hundreds of confirmations, which means they are complete and Diamond Reels has the funds. I never asked for a refund, I wanted to play with the funds but I can't seem to get anyone to credit my player's account, and now the weekend is approaching and I will have to wait well into next week before they even contact the payment processor if they don't refund my money in the promised 5 business days. I don't think casinos should be allowed to accept bitcoin instantly if they can't also pay out instantly!!!!!!! I want my money refunded immediately! I should not have to wait for 5 business days - I should not have had to wait any days!

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.

These 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,

Sandra

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. Until this is resolved, I would recommend any and all players to avoid Diamond Reels as they will freeroll your deposits and if they win they will make up some excuse to not pay.

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.

On Aug 22, 2017 I won on a no deposit bonus, maximum withdrawal $100.00. I submitted my request to withdrawal via Bitcoin (same way I deposited), and on 8/22 I received a request for docs. I thought I had cashed out at this casino before so I had not submitted them with the request. I replied immediately and on 8/30 I received an email saying my docs had been received and approved, and my withdrawal would be processed "with the next batch of payments". I thought it was a little vague, so on 9/3, I asked the live chat when that would be. At that time I was told that they were experiencing issues with bitcoin withdrawals and the only option available to me was a wire, which of course costs me $35.00. My bank charges $25 for incoming wires, so I would be left with $40 of the $100 I won. I was very irritated with this information because they had no problem taking my Bitcoin as payment, and their website still currently shows Bitcoin as a viable option for withdrawal. I then contacted live chat again on 9/4 and was told that the problem was a backlog of payments and that I was welcome to choose Bitcoin as a withdrawal option, but there was no guarantee as to when it would be paid. I re-submitted my withdrawal request via Bitcoin, as the $40 just doesn't seem fair for a $100 win. I have checked in on at least 3 occasions since then to see about the Bitcoin withdrawal issue and was told there was no change. Today I checked in again and Kevin was on live chat and he told me that bitcoin is NOT an option and that I would have to request a wire. I asked why the website STILL shows it as an option when it is not, and I would like to know why I was not contacted and updated with this information. At this point, I went ahead and resubmitted my withdrawal request via wire transfer and will have to accept $40 for a $100 win. I would not have been playing at a casino that did not offer Bitcoin withdrawals, as I know how costly wires can be. And now the waiting game begins again for all the verification stages and such. I feel like I was misled and I feel using stalling tactics on a $100 win is a really bad sign for the future of Diamond Reels.

My name is Cathy ********. I created an account at Diamond Reels on July 19th. Before making a deposit I was asked to submit my authorization to verify my credentials. I did and was approved. On July 20th, on my 3rd deposit I played through the bonus terms and took a win of $9222. I was phoned by the Diamond Reels representative, James, three days running. Our conversations were friendly and he congratulated me on my win. Four days later I attempted to log into my account and i was refused access. I contacted the casino via chat. Their text explanation was my account had not received enough activity to be paid. I said I was awaiting a payout. I sent James an email asking why my account was closed. He was vague and said my account had been flagged by their processor and my win was being rescinded. I said, show me the evidence of any wrongdoing. He said it wasn't his decision and his hands were tied. I submitted a strong letter of inquiry to the finance department of Diamond Reels asking again for evidence of any wrongdoing. James called me back and said, I'm very sorry but according to our rule sheet your account was flagged and we have the right to deny you payment. I said, "It is unethical to allow a bet in the first place if you have no intention of paying." I submitted my credit report to Diamond Reels that showed a perfect rating. Useless. Another apologetic denial from James. Again I asked for proof and it could not be supplied. The unfairness of denying me my winnings after submitting my authorization form up front and being approved as a bettor is WRONG. I told James I could provide proof of paying all my deposits to online casinos and that even could show numerous non-bonus deposits already paid to the credit card company from just last week of $2000 to one online casino. It appears that's it's easy to make up a reason not to pay someone a lucky big win. Any help that could be issued by your site would be appreciated. No reputable business operates like this. It's a rule of the trade, accept the bet, you have to pay the bet.
Thank you. Cathy *********