The player from Greece had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue was resolved as the player successfully received their winnings after a delay. The Complaints Team marked the complaint as 'resolved' and expressed appreciation for the player's cooperation. The player also raised concerns about the casino's practices and suggested further examination of the casino group to protect future players.
DivaSpin Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
DivaSpin Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
I have a withdrawal request since June 2nd 2025 and five days have already passed without being able to withdraw any money from the site. Their policy is that the transactions take 1-3 days to be completed. The financial department is totally unresponsive and the chat assistants only use robotic messages and no communication can be established.
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6 months ago
Dear MorphineZee,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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6 months ago
Translation
Thank you very much, I will follow the rules you suggested and I will inform you of any changes. I urge you, however, to further study the company behind the chain of all these casinos, because it has happened to me many times in the past that similar incidents have happened to me. Communication with the system is based on robotic, ready-made messages that are essentially evasive and do not help in solving the individual problem. There is also no substantial assumption of responsibility on their part and it is time for someone to examine their credibility.
Automatic translation:
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6 months ago
Dear MorphineZee,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
Translation
Good evening, after a lot of struggle, I managed to get my winnings. However, I was not satisfied with this particular casino and by extension with the entire casino group of the company. My winnings may have been withdrawn, but this particular company continues to constantly break the terms of the policy it follows and deceive the players who choose to invest their money in it. Regardless of the result, I would suggest you examine the casinos belonging to this company and
to protect future players from these. Thank you very much for your time and help.
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6 months ago
Dear MorphineZee,
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,
Dominika
Casino.Guru
