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

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

Black points: 16

Amount: €100

Divas Luck Casino
Safety Index:Very low
Submitted: 02 May 2022 | Unresolved : 24 May 2022
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

2 years ago

The player from Portugal is experiencing difficulties withdrawing her winnings due to ongoing verification. Casino didn't respond.

Public
Public
2 years ago
Translation

I can't withdraw the money because it states that the account has to be fully verified, however, I already sent proof of identity

Automatic translation:
Public
Public
2 years ago

Dear Ines,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?


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

Public
Public
2 years ago
Translation

Good afternoon, I already sent proof of identity. I didn't get any more information.

I keep having the same problem.

Automatic translation:
Public
Public
2 years ago

Thank you very much, Ines, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.  

Public
Public
2 years ago

Hello Ines,

I looked at your complaint and will do my best to help you. I would like to invite Divas Luck Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Public
Public
2 years ago

We would like to ask the Divas Luck 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’.

Public
Public
2 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news