Divas Luck Casino - As tentativas do jogador de se autoexcluir foram negligenciadas.

Dear Ladies and Gentlemen,

A new gaming contract has been in effect in Germany since July 1st, 2021.

Divas Luck Casino does not have a license in Germany and is therefore illegal.

I fell for Divas Luck because I wanted to rely on the new law.

I am heavily addicted to gambling and have big problems.

However, it was very easy to deposit a total of € 6,400 (over 4 different days). However, I had already reported my problems to the casino (no live support) after the first deposits of € 1,600 via email and hoped for an account closure.

Nothing happened, no answer, no reaction. More than a week has now passed and I have sent a total of 4 emails and 2 emails to my assigned VIP manager, pointing out my addiction over and over again and asking to close my account.

But even here nothing has happened to this day. My account is active, I can deposit money and lose a lot, because limits or limits cannot be set up either.

It is irresponsible and illegal anyway what Divas Luck is doing.

A complaint to complaints.divasluckcasino.com came back immediately (Undelivered Mail Returned to Sender).

I don't know what to do next, but I know one thing for sure. I want all of my money of 6,400 euros back and that the casino is closed all the time.

Please help me.

Thank you.

Kind regards

Denny Z *****

Sehr geehrte Damen und Herren,

seit dem 01.07.2021 gilt ein neuer Glücksspielvertrag in Deutschland.

Divas Luck Casino besitzt keine Lizenz in Deutschland und handelt somit illegal.

Ich bin auf Divas Luck reingefallen, da ich mich auf das neue Gesetz verlassen wollte.

Ich bin stark Spielsüchtig und habe große Probleme.

Es war allerdings sehr leicht insgesamt 6.400 € einzuzahlen (über 4 verschiedene Tage). Allerdings hatte ich dem Casino (kein Live Support) bereits nach den ersten Einzahlungen von 1.600€ meine Probleme per Email mitgeteilt und auf eine Kontoschlie´ßung gehofft.

Es passierte nichts, keine Antwort, keine Reaktion. Nun ist über eine Woche vergangen und ich habe insgesamt 4 Emails sowie 2 Emails an meinen zugeteilten VIP Manager gesandt, und immer und immer wieder auf meine Sucht hingewiesen sowie um Kontoschließung gebeten.

Aber auch hier passierte bis heute nichts. Mein Konto ist aktiv, ich kann Geld einzahlen und viel verlieren, denn Grenzen oder Limits kann man ebenso nicht einrichten.

Es ist unverantwortlich uns sowieso illegal, was Divas Luck treibt.

Eine Beschwerde an complaints.divasluckcasino.com kam unverzüglich zurück ( Undelivered Mail Returned to Sender).

Ich weiß nicht mehr weiter, aber ich weiß eins sicher. Ich möchte mein gesamtes Geld von 6.400 Euro zurück sowie dass das Casino allemal geschlossen wird.

Bitte helfen Sie mir.

Dankschön.

Mit freundlichen Grüßen

Denny Z*****

Dear DennyZ8723,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked terms and conditions on the website, and this is what I found https://divasluck.com/templates/company/terms_and_conditions:

„23.12 Self exclude or Timeout - We will only reply to emails sent to support@divasluck.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

Is this support@divasluck.com the email address you have sent your emails to?

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

Hello Petronela,

Thank you for the extract from the terms and conditions. However, this cannot be accepted as such. Any employee who receives a hint of gambling addiction must react immediately. Unfortunately, I have played in a large number of casinos and this has happened everywhere. I've never seen anything like Divas Luck. Dealing is taken lightly, something like that shouldn't be allowed to exist. The subject of gambling addiction and the associated account closure must not appear in small print in the terms and conditions.

I've sent all of my emails to you.

Thanks for your support

Hallo Petronela,

vielen Dank für den Auszug aus den AGB. Dies kann so aber nicht akzeptiert werden. Jeder Mitarbeiter, der einen Hinweis auf Spielsucht bekommt, muss sofort reagieren. Ich habe leider in sehr vielen Casinos gespielt und überall ist dies auch geschehen. So etwas wie bei Divas Luck habe ich noch nie erlebt. Der Umgang wird auf die leichte Schulter genommen, sowas darf es nicht geben. Das Thema Spielsucht und damit verbundene Kontoschließung, darf nicht kleingedruckt in den AGB´s stehen.

Ich habe alle meine gesendeten Emails an Sie gesendet.

Vielen Dank für Ihre Unterstützung

Hello Denny,

Thank you very much for your reply and for forwarding all the relevant communication. Could you please confirm the following?

• 26/07/21: You have sent the first email informing the casino about your gambling problem.
• 28/07/21: The casino informed you that they didn't recognize the email address from which you have sent your self-exclusion request.
• 28/07/21: You have provided the correct email address.
• Confirmation regarding successful self-exclusion or account closure from the casino has never been received.

Could you please forward your cashier history and advise if your account is still accessible?

Looking forward to hearing from you.

Thank you very much, for the screenshots.

Could you please forward screenshots where dates and deposited amounts will be visible in one picture?

Hello,

today I had another damn bad day.

I lost another € 2,400 on Diva Luck. My account is still not blocked and I don't get any response from support.

what else can i do ..... i have no more money ... The debts are getting more and more ... I don't know what to do next.

now it's already € 8,800

Hallo,

heute hatte ich wieder ein verdammt schlechten Tag.

ich habe weitere 2.400€ bei Diva Luck verloren. Mein Account wird weiterhin nicht gesperrt und ich bekomme keine Reaktion vom Support.

was kann ich noch tun….. ich habe kein Geld mehr…. Die Schulden werden immer mehr…… ich weiß nicht weiter.

jetzt sind es schon 8.800€

Hello,

many thanks for the support.

I'll send you an updated screenshot again, because another € 100 has been added. A total of € 7,500 after contacting the correct email. Previously, € 1,600 was paid.

so far everything is correct.

Hallo,

vielen Dank für die Unterstützung.

ich sende nochmals ein aktualisierten Screenshot, da nochmals 100€ dazugekommen sind. Insgesamt 7.500€ nach Kontakt an die richtige Email. Zuvor wurden 1.600€ eingezahlt.

soweit alles korrekt.

Thank you very much, Denny, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Many thanks for the support.

I also hope that the casino will reimburse the loss, otherwise I will take legal action against it.

i wish you a good time

Vielen Dank für die Unterstützung.

Das hoffe ich auch, dass das Casino den Verlust erstattet, anderenfalls werde ich rechtlich dagegen vorgehen.

ich wünsche Ihnen eine gute Zeit

Helo Denny.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello, I would like to share a brief intermediate result.

The support wrote on August 5th, 2021 "please be informed that your account has been blocked for 30 days".

My account is still open today on 08/08/2021, nothing happened.

I also asked for permanent closure and not just for 30 days.

The casino is definitely criminally organized. Please be careful and don't run into their trap.

Hallo, ich möchte einen kurzen Zwischenstand mitteilen.

Der Support schrieb am 05.08.2021 „bitte seien Sie informiert, dass ihr Account 30 Tage geblockt wurde".

Mein Account ist heute am 08.08.2021 nach wie vor geöffnet, nichts ist passiert.

Auch hatte ich um dauerhafte Schließung gebeten und nicht nur für 30 Tage.

Das Casino ist definitiv kriminell organisiert. Bitte nehmt euch in acht und lauft bloß nicht in deren Falle.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint at anytime.

Dear Denny.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website, which is already very bad. I would usually recommend you to contact their licensing authority, but you have chosen to play with an unlicensed operator.

Best regards, Jozef