Divas Luck Casino - O jogador acredita que o seu pagamento foi atrasado.

I registered on the site, sent the necessary documentation that was requested, deposited €100, played and won €30, when I went to make the withdrawal the site does not allow it because it always says that my account is not verified, and I did everything right . I need your help to solve this problem please.

Thanks

Fiz o registro no site, enviei a documentação necessária que me foi solicitada, depositei 100€, joguei e ganhei 30€ , quando fui fazer a retirada o site não permite pq diz sempre que a minha conta não está verificada, sendo que fiz tudo direito . Preciso da vossa ajuda para a resolução deste problema por favor.

obrigada

Dear aireshelena6,

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 aireshelena6,

Have you received your withdrawal from the casino yet?

Hi I still haven't received it 😕

Olá ainda não recebi .😕

Thank you for your reply, aireshelena6. Have you received any confirmation regarding successful verification? 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?

Dear aireshelena6,

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.