The player from Greece had made withdrawal requests on 6/23 and 6/24, but had not received payment, and his account was closed without notice or explanation. He had been assured by support that he would be paid, yet remained without a timeframe for his expected winnings of 1000 euros. The player clarified that he had never made a successful withdrawal, as his winnings were accumulated through wagering free spins and he had not violated any rules. The complaint was marked as resolved after communication with the casino, which provided a reason related to the account closure.
DivaSpin Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €1,000
DivaSpin Casino
Safety Index:Above averageCase summary
Discussion
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Public
7 months ago
Translation
I have made withdrawal requests since 6/23 and 6/24 and I have not been paid yet. My account was closed without notice and without sending an email or any specific reason. When I asked, the answer was administrator decision. However, every day that I visit support I get assurances that I will be paid normally and the days go by without me being paid and without having a timeframe. I have asked myself if my account needs verification and the answer I get is that if necessary we will notify you. So I have an account closed without notice and without explaining the reason and 1000 euros that I expect to receive from 6/23 and 6/24. Can you help me?
Automatic translation:
Public
Public
7 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Has the casino provided any reason for the account closure?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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Public
Public
7 months ago
Translation
There has never been a withdrawal from this site. The money was collected from wagering free spins. I made a deposit and won some free spins, then I wagered the entire amount without violating any rules. The reason I was given was that the casino was closing. I am sending you the last communication I had with support by email.
Automatic translation:
Public
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Petros669,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
