Divas Luck Casino - El jugador cree que el reintegro se ha retrasado.

I have a pending withdrawal of 289.21€ since November 29 through Skrill. Although my account and deposit method have been verified, the customer support team simply keeps advising me to wait without providing an estimated payment date.

I have met the rollover requirements both in the casino and in sports betting.

Tenho um levantamento pendente de 289,21€ desde 29/Nov por Skrill. Já tenho a conta e método de depósito verificados mas no apoio me dizem para aguardar, sem indicar uma data prevista para o pagamento.

Cumpri o rollover tanto no casino como em apostas desportivas.

Dear swfr97,

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

Dear swfr97,

Have you received your withdrawal from the casino yet?

Hello,

No. And the casino still doesn't give me an expected resolution date. Very bad.

What else can I do?

Olá,

Não. E o casino continua sem me dar uma data prevista de resolução. Muito mau.

O que posso fazer mais?

Thank you for your reply, swfr97. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Hi Kristina,

I have not made any withdrawals before at this casino. This is the first.

I accumulated the winnings without any active bonus. I only played at the casino and sports betting.

I will forward the information.

Olá Kristina,

Não fiz nenhum levantamento antes nesse casino. Este é o primeiro.

Acumulei os ganhos sem nenhum bónus ativo. Apenas joguei no casino e em apostas desportivas.

Vou encaminhar as informações.

Thank you very much, swfr97, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello swfr97,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Divas Luck Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicenses.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal