DivaSpin Casino - Player’s account closure is in question.

Divaspin casino. I asked for account closure email sent they reply to give the reason I give it and they send email back in the meantime I paid again I want my money

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear luxor83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi dear, as I said, they delayed me by 10 days. They ruined me. I used the wrong email address, now I'll send it to you.

Hi dear, maybe I used the wrong email address. I also sent it to Petronela. I requested closure for reasons related to significant losses, but after the process they requested, they didn't implement this process specifically to steal. I want my money back.

Hi, I sent you all the emails. I'll explain again... I sent emails as they said... they replied with the reason for the closure and I told them. They told me to confirm the closure of the account... I did so and they replied, "Okay, it will be closed immediately," but that wasn't the case. They sent bonus offer emails back... and the process restarted. This lasted 10 days, thieves. They owe me a refund.

Thank you for your emails and the screenshots you provided. After carefully reviewing them, I was unable to find any mention of gambling addiction as the reason for your account closure request. In fact, in one of the emails, you only requested the account to be closed due to not receiving enough bonuses. Unfortunately, such a request cannot be considered a valid self-exclusion based on gambling problems.

For this reason, we are unable to assist you with a refund of your lost deposits. However, if you would like to properly close your account, I can guide you through the correct self-exclusion process.

Please let me know if you would like my assistance with this.

Dear, I'm not talking about gambling addiction, it was Pet Petronela, another casino. Here I simply asked to close my account as per the terms and conditions. And they denied it, but I continued to deposit and they made me lose. Why don't you understand?

They accepted it saying that they would close it after the correct procedure...but then the process would restart.

Basically they asked me to reply to the email to confirm to close the account, I wrote ok confirm but they didn't close it and the process restarted in the meantime I paid and lost, they do it on purpose

Thank you for your explanation.

After thoroughly reviewing all the communication and the evidence you’ve submitted, we must unfortunately reject your complaint.

While we understand your frustration, your request to close the account did not qualify as a formal self-exclusion based on gambling-related harm. The closure request was processed as a regular account closure, and there is no indication that you explicitly stated your intention to self-exclude due to gambling problems. Please also note that Casino.Guru can only assist in cases involving self-exclusion. We are not able to intervene in matters related to regular account closures.

Because of this, and in the absence of any breach of the casino’s Terms and Conditions, we are unable to help you recover your lost funds.

Thank you for your understanding.

Best regards,

Veronika