The player from Germany's account at the casino was closed, but he had not received a withdrawal that was supposedly processed over a month ago. He usually received funds promptly after a confirmation email, leading him to believe the transfer did not occur. The Complaints Team extended the response time to allow for further investigation, but after not receiving a response from the player, the complaint was closed. The player retained the option to reopen the complaint in the future if he chose to resume communication.
DivaSpin Casino - Player's account is closed; withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
DivaSpin Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
Hello,
My account at this casino was closed. This casino also shares the same operator as Rabona Casino. I don't want to fight this and want my account back, but a withdrawal that the casino claims was processed hasn't reached me. That was over a month ago. They say they processed the transfer, but up until now, I've always received the money immediately after receiving a confirmation email for the withdrawal. As I said, that was over a month ago. The money hasn't reached me, so I assume they didn't transfer it.
Best regards
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:
- What payment method did you choose for your withdrawal (bank transfer, e-wallet, etc.)?
- Has your account been fully verified?
- Have you received any confirmation email regarding the processing of your withdrawal? If so, kindly forward the communication between you and the casino to me at veronika.f@casino.guru.
- Have you reached out to the casino’s customer support for further information on your withdrawal status?
- Have you made any successful withdrawals from this casino before?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
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7 months ago
TranslationI chose Skrill as my withdrawal method. My account wasn't verified, but I wasn't asked for it either. I verified myself with Rabona, for example, which is probably why the Divaspin employees didn't ask. Yes, I received a confirmation email, and other payments were always processed. I've also contacted them several times. I will, of course, share the communication with you!
Automatic translation:
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7 months ago
Thank you for your email and response. From the screenshot of your conversation with Skrill, it seems that the transaction was sent to a card that is no longer active. Have you deactivated any payment cards in the recent past?
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7 months ago
TranslationHello,
The payment was already complete before my card was deactivated. It was deactivated by Skrill itself because of an unauthorized payment attempt. According to the confirmation email, the casino's withdrawal was completed on June 18th. My card wasn't deactivated until July 8th. I can also send you the proof if you'd like.
So deactivating my card doesn't make any difference.
Best regards
Automatic translation:
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6 months ago
Please forward me the evidence you mentioned at veronika.f@casino.guru. Also, if possible, kindly forward me the most recent statement from your Skrill account with the deactivated card.
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6 months ago
TranslationI forwarded the emails to you. As you can see, my card was deactivated on July 8th and not completely removed until July 21st.
Automatic translation:
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6 months ago
Thank you for your emails. You mentioned a €500 payment from another casino that you received on June 16. In the Skrill transaction report you provided, I can also see a €500 payment received on June 18.
Could you please forward me the full transaction report starting from June 1, so that I can check the earlier transactions as well?
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6 months ago
Dear stieventammen,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
