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Diamond Reels Casino - Holding My $125 Deposits

collielynn Washington
posted on November 5, 2017.

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!

posted on November 7, 2017.

Hi Colleen,

Thank you for raising your concern.

You were notified that the $75 transaction was pending initially as it was what we could see on our end when viewing our transaction reports, the transaction eventually was marked as unconfirmed (expired), once again this is what we see in our transactional reports. The same transpired for your next deposit of $50 and we advised the same.

When a transaction is marked as unconfirmed (expired), as a rule of thumb we advise players that their deposit will be refunded within the next 3 -5 business days as this is the standard process, as advised from our Bitcoin provider. Should a player not receive their refund within the stipulated time frame, they may contact us to escalate to BITCOIN on their behalf.

This is exactly what was done for you and delays with the confirmation of a BITCOIN transaction are out of our control.

We are unable to add credits to a players casino account simply because they say that the money has been removed from their BITCOIN account – these funds once expired will eventually return to the player. We require proof from BITCOIN advising that they are holding the deposit and then only are we able to credit the casino account.

We apologize for the inconvenience, however there is protocol to follow as advised by our provider. We are currently awaiting feedback from BITCOIN and once received shall act duly, and we will be sure to keep you updated.

Kind Regards,
The Diamond Reels Team

collielynn Washington
posted on November 7, 2017.

First of all, BITCOIN is not an entity that you can talk to. Second, you advise that people will have a refund in 3 - 5 business days - but today is the 7th business day and I still do not have my money back. I never asked anyone to take my word for it that the funds were in your hands. All anyone has to do is look at the transaction on the blockchain!!! The transactions are 100% complete, with hundreds of confirmations at this point (6 confirmations make a transaction irreversible and complete; which is how I know Diamond Reels has my funds and they are not STUCK anywhere). It is clear to me you do not know enough about the BITCOIN transactions or how they work.
At this point what I do know is that the transactions are not expired in the blockchain. They are complete. The expired transaction is in your system. Which means my educated guess says you have the funds and the "invoice" expired, so they are sitting somewhere on your end, waiting to be refunded.
In fact I just GOOGLED it and found this article:

What happens if a merchant payment window expires?

Sep 12, 2016
How long until the payment window expires?

When a customer pays for an item via a Coinbase Merchant tool, there is a 15 minute window until the payment expires. If no payment has been made within that window, the order will expire and a new one will need to be created.

What happens if a payment is received after the window has expired?

If a customer pays a merchant after the 15 minute window has closed, a few things happen:
Coinbase forwards the funds to the merchant's wallet along with a note explaining that the payment was late.
Coinbase sends an email to the merchant to notify them about the incoming transaction.

This means that even though the window has closed and the order had expired, the merchant would still be responsible for contacting the customer and determining whether to issue a refund or fulfill the order.

A note about callbacks:

Since the customer didn't pay within the 15-minute window, Coinbase will not have sent the merchant any order-completed callbacks. This means that if the merchant is counting on these callbacks to complete the order fulfillment or refund process, they'll have to manually perform this step.

If you're a customer and have just paid a merchant outside of the 15 minute window, we suggest that you contact them directly to notify them of the situation to make sure your order doesn't slip through the cracks.

SO, Diamond Reels has my funds and is refusing to refund my BITCOIN for yet another day! Please educate yourself on these types of transactions if your casino is going to continue to accept BITCOIN!

posted on November 10, 2017.

Hi Colleen,

Thank you for your feedback.

Just to clarify, we had not stated that we had liaised with BITCOIN directly, however, rather stated that we had chatted to our BITCOIN provider(i.e. our Bitcoin processor). Such is the process as explained in our previous communication, that should a transaction return as expired/unprocessed, we are to advise clients that a refund will done within 3 – 5 working days. If the refund has still not been processed within the stipulated time frame, we follow up with the Bitcoin provider once more to ascertain where the funds are being held. We have done duly so with respect to both transactions that you have attempted at Diamond Reels and received feedback that the $75 transaction in question was processed at a rate of $92.36. and credited to your casino balance on 7 November 2017. We have also received notification that your $50 purchase has rejected with our Bitcoin processor. Herewith confirmation received:

on sale_5­9f5­283­0cb­74f­7.7­6180333 is no payment

We apologize for the inconvenience caused however please understand that we have protocols in place and these need to be adhered too. We cannot simply credit an account with an unconfirmed bitcoin transaction without confirmation of payment from the Bitcoin processor itself. The turnaround times are also dictated by the processor and not by us, if there was in any way that we could have expedited this query for you, we most certainly would use such channels.

As we do value your feedback, we will engage in discussions with our Bitcoin provider to ascertain if there is any way they can reduce this confirmation time on a pending deposit. We do understand your frustration with this matter – our promotion team will be in touch with a courtesy Free Chip to make up for your recent experience.

Kind Regards,
The Diamond Reels Team

posted on November 13, 2017.

Dear @Colleen Gauthun,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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