The player from Italy faced difficulties with a withdrawal request made 3 weeks prior, which remained pending after 15 business days. After speaking with customer service, they were informed that the delay was due to a backlog of requests, and there was no direct contact with the Finance Department. The issue was resolved when the casino completed the withdrawal request following the involvement of the Complaints Team. The player confirmed receipt of the funds in their bank account shortly thereafter.
DivaSpin Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €400
DivaSpin Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
Good morning, I'm sorry to have to file a complaint, but I'm currently having serious difficulty receiving the payment. Today marks the 15th business day, and this morning, after chatting with a representative, I received the same response: the withdrawal is delayed because there are so many requests. We'll send a reminder, prioritizing your withdrawal request. They can't contact their Finance Department directly.
Automatic translation:
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5 months ago
Dear Capretta92,
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 fully understand the situation.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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5 months ago
Translation
Good morning, thank you for your willingness to resolve the issue.
Yes, I've played in the past and invited a good amount of money, and I received the funds within 7-8 business days. I also wrote to the forum for help (without a complaint).
I played without bonuses and won without them and passed the KYC verification.
I contacted the customer service center again this morning, and they keep telling me the same thing. I've copied the last conversation I have in my email, if necessary. The operator repeats that the withdrawal is delayed due to high withdrawal requests, and then tells me it's a temporary hold for the same reason. She confirms that the withdrawal will be processed in the next few days, but I've been hearing this for a week now. If you need the chat conversation, I can forward it to you.
I remain available for any need.
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4 months ago
Translation
Good morning, I'm writing to let you know that this morning I received a confirmation from the Divaspin website that the withdrawal was completed!! 🙂 I have to wait up to 3 business days to see it in my bank account. As soon as I receive the funds in my account, I'll let you know.
I think it was only possible thanks to your help. Thank you, and I'll let you know as soon as I have the balance in my account. Thank you very much, and keep up the good work.
Automatic translation:
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4 months ago
Thank you for your replies. I'm glad to hear that the casino completed your withdrawal request. Please let me know once you receive the money. I appreciate your kind words and your cooperation.
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4 months ago
Translation
Good morning, I confirm that I received the money in my bank account this morning. Thank you for helping me resolve the situation. Good luck!
Automatic translation:
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4 months ago
Dear Capretta92,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
