Divas Luck Casino - Player’s struggling to complete account verification.

I have sent multiple emails, submitted all documents to be verified and still no response. without this i am not even able to take out my winnings. I Have been emailing everyday just to get an answer yet no response, and not able to withdraw.

Dear Kavish,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Hi, I hope you are well.

I have finally been verified however after winning 5000. The maximum withdrawal is only 500. which is not what it says on the terms and conditions. I Made the 500 pound withdrawal 2 days ago which is still pending. again the email response are very delayed. Its not right that after winning so much the maximum i can withdraw is 500.

Could you please advise if you've accumulated your winnings with or without an active bonus? Thank you.

Dear kav1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.