Divas Luck Casino - O jogador ainda não recebeu os seus prémios.

Hello, I joined this casino just two weeks ago. I have deposited 50 euros and today have 800 euros. Every time I have sent a document and they say that your account is verified and you can make a withdrawal, a few days later I get an email that the withdrawal is validated and they request additional documents. I have verified myself with a driver's license, bank statement, certificate from the bank showing my iban and bic for withdrawals from the same account I used to deposit money, selfie of me with my driver's license in hand, proof of address with invoice.. It feels like that this will go on forever and new documents will have to be sent forward until I get tired. Can you help me with this as their customer service feels fake and I get the same answer all the time. Their support mail feels like a robot and I there with the same answer. Will I ever get my money back or is this a waste of time. When I have confronted them in addition, they have just canceled and left the chat.

Hej, Jag gick med för strax två veckor sin i den här casinot. Jag har satt in 50 euro och har idag 800 euro. Varje gång jag har skickat en dokument och dom säger att ditt konto är verifierat och du kan göra ett uttag så får jag några dagar efter ett mail om att uttaget är validerad och dom begär ytterligare dokument. Jag har verifierat mig med körkort, kontoutdrag, certifikat från banken som visar mitt iban samt bic för uttag från samma konto jag använde för att sätta in pengar, selfie på mig med mitt körkort i handen, bevis på adress med faktura.. Det känns som att detta kommer hålla på för evigt och nya handlingar kommer behöva skickas fram tills att jag tröttnar. Kan ni hjälpa mig med detta då deras kundservice känns fake och jag får samma svar hela tiden. Deras support mail känns som robot och jag där med samma svar. Kommer jag någonsin att få mina pengar eller är detta bortkastad tid. När jag har konfronterat dom dessutom så har dom bara avbrutit och lämnat chatten.

Dear Dmadaka12,

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 Dmadaka12,

Have you received your withdrawal from the casino yet?

Dear Dmadaka12,

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.