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Complaint against DivaSpin regarding non-payment of 27,000,000 HUF and account closure

To whom it may concern,

I am filing a formal complaint against DivaSpin (divaspin-1716.com) regarding the unfair closure of my account and the non-payment of my balance amounting to 27,000,000 HUF.

Case details:

Username: [Na********57@gmail.com]

Balance: 27,000,000 HUF

Issue: Sudden account closure and contradictory information regarding my withdrawal.

Description of the situation:

On April 2nd, I discovered that my account was closed. When contacting Live Support, I received contradictory information. First, the agent stated that my account was closed and only my last deposit was refunded. However, upon mentioning the 27,000,000 HUF balance, the agent changed the statement, claiming that the "entire balance is under withdrawal."

Since then, I have repeatedly requested a transaction proof (MT103) or an ARN/RRN code to verify the transfer. The support has failed to provide any proof and keeps stalling the process.

I have screenshots of the 27,000,000 HUF balance and the entire chat transcript where the support team provided conflicting information. I request DivaSpin to provide immediate proof of the transaction and to fulfill the payment of my legitimate winnings.

N*** d*****

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Dear Nagyd0103,

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

Your situation raises several important points, and we would like to gather some additional details to fully understand what happened and assess how we can assist you.

Could you please clarify the following:

• Did you play with any bonus while accumulating the 27,000,000 HUF balance? If yes, could you provide the bonus terms you accepted?
• Have you successfully completed KYC (verification) on your account? If so, when and what documents were approved?
• Have you made any successful withdrawals from this casino in the past? If yes, please specify the amounts and dates.
• What games did you play while building your balance (e.g., slots, live casino, table games)?
• Did the casino provide any official reason for closing your account (e.g., breach of terms, multiple accounts, irregular play)?

Also, regarding the claim that the balance is "under withdrawal," it would be important to verify whether any transaction was actually initiated. If you have requested proof such as MT103/ARN/RRN, please share any responses received so far.

If you have any relevant communication or evidence, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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