FREQUENTLY ASKED QUESTIONS

INSTALLATION

• How do I download the free software?
  • Diamond Reels's casino software uses state-of-the-art graphics and sound to deliver the ultimate gaming experience. The initial download contains a cross section of games. The balance of all the free games can be downloaded from within the software. (This can be done whilst playing any of the initial games). Click here to download now!
• What do I do once the download is complete?
  • You are now ready to install the casino software file that is saved by default to your desktop. If you saved it somewhere else and cannot find it then simply click on "Start"/ "Find"/ "Find files or folders" and insert Diamond Reels in the "Named" field then click on "Find now". (Remember to search using the "Local hard drives" option). Once you have found it, double-click to begin the installation. The default location is to your desktop.
• What are the minimum system requirements?
  • Intel ® Core™ 2 Duo CPU T6400 2.0GHz
  • Windows 7 Home Edition
  • 2GB Memory
  • 128MB Graphics memory
  • 1024x768 Display resolution
  • Adobe Flash Player 11
• How do I connect to Diamond Reels?
  • Make sure you are logged on to the Internet.
  • Double click on the Diamond Reels Casino icon on your desktop.

  OR

  • Click on the Start button in windows.
  • Select "Programs".
  • Select "Diamond Reels Casino".

REGISTRATION

• How do I register at the Casino?
  • Follow the easy sign up/registration process by clicking the “SIGN UP” button, located on the homepage on your mobile or desktop device.
  • You will be required to enter a username and password. Remember to never disclose your username or password to anyone. You will use them to access the Casino each time you wish to play.
  • For quick and convenient access, available at your fingertip, add us to your mobile home screen:
    
    • Android
      • Open the casino in Google Chrome
      • Click the web browser menu icon (3 dots in the top right-hand corner)
      • Select 'Add to Home Screen'
      • The icon will now appear on the home screen of your device.
    • Apple (iOS)
      • Open the casino in Safari Browser
      • Click on the 'Share' icon
      • Click 'Add to home screen'
      • The icon will now appear on the home screen of your device
  • You will be asked if you want the software to remember your password. Select "Yes" if you are the only person to have access to the software.
• What is the minimum amount of gaming credits I need to deposit?
  • You will need to deposit a minimum of $25 via Bitcoin or $25 with a card in gaming credits in order to start playing online.
• Can I deposit more casino chips in Play for Fun mode?
  • Yes, simply click on the "Visit Cashier" button and type in the amount of credits you wish to deposit. In play for fun mode you may deposit as many credits as you like.

LOGIN

• How do I log in to the casino?
  • If you have saved us to your mobile home screen, simply ensure you are connected to the internet, and click the casino app icon to open the casino.
  • If you are accessing your account from a P.C or Laptop, simply proceed to diamondreels.com to access the Instant Play platform.
  • Should you have the downloaded version of the casino on your computer or device, simply connect to the Internet and access the casino from there.
  • When a dialog box appears, enter your account number and password and click Log in (or register for an account if appropriate).
• If I forgot my password what do I do?
  • Should you have any difficulty in remembering your username or password, launch the casino from either your mobile or desktop device, and select the Login option.
  • Click on the Forgot Password OR Username options listed below the login button and follow the prompts displayed.
  • Alternatively, you can contact our 24/7 Customer Support team for assistance.
• What if I try logging in and it does not connect?
  • This is due to a bad or slow internet connection. Disconnect, then reconnect to the Internet and try again.

BANKING

• Are my transactions secure?
  • Yes. Diamond Reels uses SHA256 – 2048 Bit encryption digital encryption to protect the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as demanded by major financial institutions. If you are uncomfortable including your credit card or banking details in any e-mail correspondence, you always have the option to telephone your details through to our customer service agents on our toll free line. The banking facility is only available to Real Players i.e. players who wager with real money as opposed to Fun Players.
• How do I deposit credits?
  • American Express
  • Bitcoin
  • MasterCard/ VISA
  • Quickbit
  • VISA Instant Gift Card
• Why are my credit card deposits being rejected?
  • Certain financial institutions have decided to deny their cardholders the freedom to make deposits for online gaming transactions. We have however made provision for this by allowing you alternative methods of purchasing your casino credits. Click here for the alternatives
• How do I withdraw my winnings?
  • Please note that it is not necessary for you to withdraw your winnings at the end of each session: your account can be maintained with a positive balance, and will be automatically saved by our server. These credits will be available for you to use the next time you log on to Diamond Reels. All withdrawals are made through our Casino software. Simply go to the "withdrawal" button on the main screen of the Diamond Reels software and enter the amount that you wish to withdraw. This will record your withdrawal with us and it will appear on our systems immediately. Please note, Players with large first time withdrawals may need to comply with certain security requirements. Players are also able to make a Reversal of a withdrawal request within the first 24 hours of their initial withdrawal. Click here for more details.
• What fraud prevention measures are in place?
  • Diamond Reels plays an active role in fraud prevention and detection. We aim to ensure the integrity of customer accounts as well as payments made to customers. Diamond Reels employs a variety of appropriate security and fraud controls to oversee every transaction. Customers may be required to supply proof of identity, copies of their credit cards, a signed deposit history of their transactions and / or other appropriate documentation particularly when attempting to withdraw credits. This ensures that e-cash deposits and redemptions are not fraudulently transacted.

SECURITY AND PRIVACY

• Is my credit card number safe in your hands?
  • Yes, your details are safe. Your personal Diamond Reels account number and password must be supplied prior to any credit card transactions taking place. Secured data transfer during any transaction is guaranteed and any credit card information or other information will never be disclosed to any other company.
• Is my account number and password safe?
  • Yes. The casino software uses SHA256 - 2048 Bit encryption when data is transferred over the Internet. Each player is issued with a unique account number and players choose their own password, which they alone can access.

SUPPORT

• How do I get technical assistance?
  • Diamond Reels casino provides 24-hour toll-free and e-mail support to all casino players. Contact us 24-hours a day, 7 days a week, if you have any questions, queries or suggestions. Our VIP support agents are standing by to assist.
• Who do I contact for queries?
  • Contact our support team who are available for your convenience around the clock: Live Help
  • E-Mail: [email protected]
  • Toll Free Telephone lines:
  • USA: 1 866 311 6263
  • UK: 0800 404 9204
  • Italy: 800 788 535
  • Canada: 1 866 311 6270
  • France: 0800 905 187

GAME PLAY

• How fair are the games at your casino?
  • Diamond Reels casino makes use of the world's leading Internet Gaming Developer RTG. There is an extreme focus on accuracy and the software offers the ability to review all historical play - wager by wager. Diamond Reels payout percentage reports are reviewed by independent Auditors.
• What happens if I lose my connection to the gaming server?
  • If the gaming server resolves the bet during the loss of your Internet connection, it will refresh your credit balance with the outcome of the bet. If it does not resolve the bet during loss of the Internet connection, it will present you with the unfinished bet the next time you select the game that was being played when the connection was lost.

DIAMOND REELS LOYALTY CLUB

• What is the Diamond Reels Loyalty Program?
  • At Diamond Reels, we ensure you're given the most incredible gaming experience possible and the Diamond Reels Loyalty Program is one developed to reward and encourage player performance as you move through the various tiers.
• How do I join?
  • When registering a Real account with Diamond Reels Casino, players are automatically given membership to the Diamond Reels Loyalty Program and entry to the Club Tier. There is no requirement for additional registration. Membership to the Diamond Reels Loyalty Program is FREE and is given to all players who play for Real Money.
• Where can I see my loyalty points?
  • When you log in to the casino, proceed to my account and click on Comp Points, and check your loyalty details.
• What can I do with my loyalty points?
  • Loyalty points can be exchanged for Diamond Reels casino credits at a rate of 1000 points = $/€1.00. By exchanging your points for bonus credits, you earn points faster and gain more unique benefits to enhance your play even further. Example: 5230 points = $/€5.23
• Why can I not always redeem all my loyalty points?
  • There is a minimum redeem amount of 1000 loyalty points. Please make sure that you have accumulated at least 1000 points before attempting to redeem.
  • For example, if you have 678 loyalty points you will not be able to redeem points until you reach 1000 points.
• How do I move into the respective Loyalty tiers?
  • You will gain automatic entry into the Club Tier upon a real money wager placed.
  • Players will have to accumulate at least $/€1,001 in deposits in a 30 day rolling period to elevate their status to Silver Tier; if this criterion is not met, you will move to the Club Tier.
  • Players will have to accumulate at least $/€3,001 in deposits in a 30 day rolling period to elevate their status to Gold Tier; if this criterion is not met, and you have accumulated at least $/€1,001 in deposits in the 30 day rolling period you will move to the Silver Tier. If none of these criteria is met, you will move to the Club Tier.
  • Players will have to accumulate at least $/€15,001 in deposits in a 30 day rolling period to elevate their status to Diamond Tier; if this criterion is not met, and you have accumulated at least $/€3,001 in deposits in the 30 day rolling period you will move to the Gold Tier; if this criterion is not met, and you have accumulated at least $/€1,001 in deposits in the 30 day rolling period you will move to the Silver Tier. If none of these criteria is met, you will move to the Club Tier.

REFER A FRIEND

• What is Refer A Friend about?
  • Refer A Friend is a referral program and can be a great way to earn extra credit, benefits, and rewards.  
  • All you need to do is fill in an online form providing the contact information of interested friends, family, and colleagues and they will be invited to sign up.  
  • If they sign up successfully and make a qualifying deposit, you can get rewarded with money, credits, bonuses, and other benefits. 
• How do I join?
  • There are no additional registration requirements. 
  • As a valid account holder, you will automatically be eligible to participate in the referral program. 
• How will I know if my referral was successful?
  • Should your referee sign up and make a qualifying deposit, a communication will be sent to you stating this along with the details of your reward. 
  • If your referral was unsuccessful, a communication stating this will be sent to you