The player from Kuwait had closed his account due to a gambling addiction, but the casino had only temporarily suspended it for three months. The automatic reopening of the account had led to a loss of around $2000. The player was now seeking a refund and a permanent closure of his account. After reviewing the case, we had attempted to contact the casino, extending the complaint timer by 7 days. However, the casino did not respond within the set time frame and the case was closed as 'not solved'.
Divas Luck Casino - Player's account reopened without permission which caused loss.
Black points: 811
Amount: $2,000
Divas Luck Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
I’m kindly requesting assistance to get my refund from this casino I have closed my account permanently due to gambling addiction on Nov 2023 and they closed it only for 3 months. My account was reopened automatically on March 2024 which this reopened caused me loss of about 2000$ or more I’m not sure because they don’t send deposits emails and my account now closed for 3 months and refused to close it permanently due to gambling issues. Please see attached.
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6 months ago
Dear Alprince2001,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling policy and I found this:
Self-Exclusion
Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.
Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.
Could you please advise if you currently have access to your casino account?
Additionally, please forward the whole email exchange to kristina.s@casino.guru.
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,
Kristina
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6 months ago
No it is closed for 3 months period only. I sent all emails on November 2023 and all email on April 2024
thank you
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6 months ago
Thank you very much, Alprince2001, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Dear Alprince2001,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear Alprince2001,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
