Divas Luck Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Divas Luck Casino seems like a scam to me, as I've been trying to get my account validated for over a month so that I can withdraw the balance in my Divas account and transfer it to my bank account. But they are always required the same documents that I already sent, even my documents fulfilling the requirements of Divas casino, they respond through email slowly refusing the documents and demanding that I send them again. I've done everything, I even went to the bank to have the manager's stamp and signature and proving the veracity of my documents, but they refuse because they don't want my account to be enabled to withdraw the amount I have on Divas. Customer service at the SAC is terrible, only in English and it doesn't even seem human to speak, as the support via email is always with standardized answers.

O Divas Luck Casino me parece fraude, pois há mais de um mês que venho tentando que validem a minha conta para que eu possa levantar o saldo que tem na minha conta do Divas e transferir para a minha conta bancária. Mas estão sempre exigido os mesmos documentos que já enviei, mesmo os meus documentos cumprindo as exigências do Divas casino, eles respondem através do e-mail lentamente recusando os documentos e exigindo novamente que os envie. Já fiz de tudo, até compareci no banco para ter carimbo e assinatura do gerente e comprovando a veracidade dos meus documentos, mas eles recusam porque não querem que minha conta seja habilitada para sacar o valor que tenho no Divas. O atendimento no SAC é péssimo, só em inglês e nem parece humano a falar, já o suporte via email é sempre com respostas padronizadas.

Dear Jogadora1,

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

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Yes, I have already sent my ID (residence permit) in PDF, proof of residency in PDF and now I am trying to get my IBAN proof approved. I have already sent my proof of IBAN several times in JPEG, PDF formats. And within the required requirements I tried sending the bank statement (they didn't accept it), I sent the proof of IBAN that I have in the bank application with my name and all the bank details (they didn't accept either) then I went to the bank and asked for my IBAN proof with the manager, including my name, account number, IBAN and even with the manager's stamp and signature, I sent this to Divas Casino in PDF format and it was not accepted, so I sent it yesterday in photo format and am waiting for me respond. But honestly I've lost patience, because it's been more than 1 month since I've been trying to get my account validated. They take a long time to respond and always with standardized answers.

Sim, eu já enviei meu documento de identificação (título de residência) em PDF, comprovante de residência em PDF e agora estou tentando que aprovem meu comprovante de IBAN. Já enviei meu comprovante de IBAN diversas vezes em formatos JPEG, PDF. E dentro dos requisitos exigidos tentei enviando o extrato bancário (não aceitaram), enviei o comprovativo de IBAN que tenho no aplicativo do banco com meu nome e todos os dados bancários (também não aceitaram) daí fui então ao banco e pedi meu comprovante de IBAN com o gestor, constando meu nome, número da conta, IBAN e até com o carimbo e assinatura do gerente, enviei isso para o Divas Casino em formato PDF e não foi aceito, então mandei ontem em formato de foto e estou a espera de me responderem. Mas sinceramente já perdi a paciência, porque isso já faz mais de 1 mês que estou a tentar que validem a minha conta. Demoram responder e sempre com respostas padronizadas.

Hi, KYC approved my documents after the complaint I made. However, when I requested to withdraw my balance from my account, they refused, saying today by email that I cannot withdraw the money I have in the Divas Casino account until I bet all the money I have there. It turns out that I had already made 6 deposits at Divas Casino and there were many losses and I also had gains, tired of losing and afraid of having nothing left in the account I chose to withdraw what was left. But they don't want me to take the money unless I bet all the amount I still have there. This is unfair! How am I going to bet all my money at the risk of losing everything and then not being able to withdraw the balance? Today I have €297 on my Divas Casino account and if I bet I can lose that money, and on the site the minimum withdrawal amount is €100... That is, if I bet at the risk of losing what I have and reaching an amount lower than €100 I will not be able to withdraw in the same way! This Divas casino is completely a scam!

Olá, o KYC aprovou os meus documentos depois da reclamação que fiz. Porém quando eu solicitei o saque do meu saldo que tenho na conta eles recusaram, disseram hoje por e-mail que não posso levantar o dinheiro que eu tenho na conta Divas Casino enquanto eu não apostar todo o dinheiro que tenho lá. Acontece que eu já havia feito 6 depósitos no Divas Casino e houve muitas perdas e também tive ganhos, cansada de perder e com medo de não me sobrar nada na conta eu optei por levantar o que restou. Mas não querem que eu tire o dinheiro a não ser que eu volte a apostar todo o valor que ainda tenho lá. Isso é injusto! Como vou apostar todo o meu dinheiro correndo o risco de perder tudo e depois não ter como levantar o saldo? Hoje possuo na conta Divas Casino 297€ e se eu apostar posso perder esse dinheiro, sendo que lá no site o valor mínimo de saque é 100€... Ou seja, se eu apostar correndo o risco de perder o que tenho e chegar a um valor menor que 100€ não poderei sacar do mesmo jeito! Esse casino do Divas é completamente uma fraude!

Good Morning!

Please help me, I don't know what to do anymore. Divas Casino does not want to accept that I withdraw my money from the account. Even though I prove that I did what they asked in the terms, they keep demanding the same thing.

Bom dia!

Por favor me ajudem, já não sei o que faço. O Divas Casino não quer aceitar que eu retire o meu dinheiro da conta. Mesmo eu provando que fiz o que pediram nos termos, eles continuam exigindo a mesma coisa.

Thank you for your reply, Jogadora1. Unfortunately, some casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. Not all casinos have such a rule, but we do not consider it to be unfair. As long as this is required in compliance with the General T&Cs, there is not much we can do.

I am afraid that if you have not met the deposit wagering requirements yet, I can only recommend that you complete them as soon as possible, otherwise, you won’t be able to withdraw your winnings.

Ok

Dear Jogadora1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close 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.