The player from Germany has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored.
Divas Luck Casino - Player’s attempts to self-exclude themselves have been overlooked.
Black points: 495
Amount: €6,400
Divas Luck Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.3
Divas Luck Casino has a Safety Index of 1.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
Translation
Dear Ladies and Gentlemen,
A new gaming contract has been in effect in Germany since July 1st, 2021.
Divas Luck Casino does not have a license in Germany and is therefore illegal.
I fell for Divas Luck because I wanted to rely on the new law.
I am heavily addicted to gambling and have big problems.
However, it was very easy to deposit a total of € 6,400 (over 4 different days). However, I had already reported my problems to the casino (no live support) after the first deposits of € 1,600 via email and hoped for an account closure.
Nothing happened, no answer, no reaction. More than a week has now passed and I have sent a total of 4 emails and 2 emails to my assigned VIP manager, pointing out my addiction over and over again and asking to close my account.
But even here nothing has happened to this day. My account is active, I can deposit money and lose a lot, because limits or limits cannot be set up either.
It is irresponsible and illegal anyway what Divas Luck is doing.
A complaint to complaints.divasluckcasino.com came back immediately (Undelivered Mail Returned to Sender).
I don't know what to do next, but I know one thing for sure. I want all of my money of 6,400 euros back and that the casino is closed all the time.
Please help me.
Thank you.
Kind regards
Denny Z *****
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear DennyZ8723,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I have checked terms and conditions on the website, and this is what I found https://divasluck.com/templates/company/terms_and_conditions:
„23.12 Self exclude or Timeout - We will only reply to emails sent to support@divasluck.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."
Is this support@divasluck.com the email address you have sent your emails to?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
Thank you for the extract from the terms and conditions. However, this cannot be accepted as such. Any employee who receives a hint of gambling addiction must react immediately. Unfortunately, I have played in a large number of casinos and this has happened everywhere. I've never seen anything like Divas Luck. Dealing is taken lightly, something like that shouldn't be allowed to exist. The subject of gambling addiction and the associated account closure must not appear in small print in the terms and conditions.
I've sent all of my emails to you.
Thanks for your support
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3 years ago
Hello Denny,
Thank you very much for your reply and for forwarding all the relevant communication. Could you please confirm the following?
- 26/07/21: You have sent the first email informing the casino about your gambling problem.
- 28/07/21: The casino informed you that they didn't recognize the email address from which you have sent your self-exclusion request.
- 28/07/21: You have provided the correct email address.
- Confirmation regarding successful self-exclusion or account closure from the casino has never been received.
Could you please forward your cashier history and advise if your account is still accessible?
Looking forward to hearing from you.
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3 years ago
Thank you very much, for the screenshots.
Could you please forward screenshots where dates and deposited amounts will be visible in one picture?
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3 years ago
Translation
Hello,
today I had another damn bad day.
I lost another € 2,400 on Diva Luck. My account is still not blocked and I don't get any response from support.
what else can i do ..... i have no more money ... The debts are getting more and more ... I don't know what to do next.
now it's already € 8,800
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3 years ago
Translation
Hello,
many thanks for the support.
I'll send you an updated screenshot again, because another € 100 has been added. A total of € 7,500 after contacting the correct email. Previously, € 1,600 was paid.
so far everything is correct.
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3 years ago
Thank you very much, Denny, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Many thanks for the support.
I also hope that the casino will reimburse the loss, otherwise I will take legal action against it.
i wish you a good time
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3 years ago
Helo Denny.
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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3 years ago
Translation
Hello, I would like to share a brief intermediate result.
The support wrote on August 5th, 2021 "please be informed that your account has been blocked for 30 days".
My account is still open today on 08/08/2021, nothing happened.
I also asked for permanent closure and not just for 30 days.
The casino is definitely criminally organized. Please be careful and don't run into their trap.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint at anytime.
Dear Denny.
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website, which is already very bad. I would usually recommend you to contact their licensing authority, but you have chosen to play with an unlicensed operator.
Best regards, Jozef
