DivaSpin Casino - Das Konto des Spielers ist geschlossen. Die Auszahlung hat sich verzögert.

Hello,

My account at this casino was closed. This casino also shares the same operator as Rabona Casino. I don't want to fight this and want my account back, but a withdrawal that the casino claims was processed hasn't reached me. That was over a month ago. They say they processed the transfer, but up until now, I've always received the money immediately after receiving a confirmation email for the withdrawal. As I said, that was over a month ago. The money hasn't reached me, so I assume they didn't transfer it.

Best regards

Hallo,

mein Account in diesem Casino wurde geschlossen. Dieses Casino hat außerdem den gleichen Betreiber wie Rabona Casino. Ich will nicht dagegen angehen und meinen Account wiederhaben, allerdings ist eine Abhebung die laut dem Casino durchgeführt wurde, nicht bei mir angekommen. Das ist jetzt schon über einen Monat her. Sie sagen, dass sie die Überweisung durchgeführt haben, allerdings war es bisher immer so, dass ich sofort das Geld bekommen habe, wenn eine Bestätigungsemail für die Abhebung bei mir ankam. Das ist jetzt wie gesagt schon über einen Monat her. Das Geld ist nicht bei mir angekommen und daher gehe ich davon aus, dass sie es nicht überwiesen haben.

Liebe Grüße

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:

• What payment method did you choose for your withdrawal (bank transfer, e-wallet, etc.)?
• Has your account been fully verified?
• Have you received any confirmation email regarding the processing of your withdrawal? If so, kindly forward the communication between you and the casino to me at veronika.f@casino.guru.
• Have you reached out to the casino’s customer support for further information on your withdrawal status?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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Stay safe.

I chose Skrill as my withdrawal method. My account wasn't verified, but I wasn't asked for it either. I verified myself with Rabona, for example, which is probably why the Divaspin employees didn't ask. Yes, I received a confirmation email, and other payments were always processed. I've also contacted them several times. I will, of course, share the communication with you!

Als Auszahlungsmethode habe ich Skrill gewählt. Meine Konto wurde nicht verifiziert, ich wurde aber auch nicht danach gefragt. Ich habe mich bei z.B. Rabona verifiziert, weswegen die Mitarbeiter bei Divaspin vermutlich nicht nachgefragt haben. Ja ich habe eine Bestätigungsemail erhalten und andere Zahlungen wurden immer ausgeführt. Ich habe mich ebenfalls mehrfach an sie gewandt. Die Kommunikation lasse ich Ihnen natürlich zukommen!

Thank you for your email and response. From the screenshot of your conversation with Skrill, it seems that the transaction was sent to a card that is no longer active. Have you deactivated any payment cards in the recent past?

Hello,

The payment was already complete before my card was deactivated. It was deactivated by Skrill itself because of an unauthorized payment attempt. According to the confirmation email, the casino's withdrawal was completed on June 18th. My card wasn't deactivated until July 8th. I can also send you the proof if you'd like.

So deactivating my card doesn't make any difference.

Best regards

Hallo,

die Zahlung war schon fertig, bevor meine Karte deaktiviert wurde. Sie wurde von Skrill selbst deaktiviert, weil es einen nicht autorisierten Zahlungsversuch gab. Die Auszahlung des Casinos war laut Bestätigungsmail am 18.06. abgeschlossen. Meine Karte wurde erst am 08.07. deaktiviert. Ich kann ihnen auch die Beweise schicken, wenn sie wollen.

Die Deaktivierung meiner Karte spielt also keinerlei Rolle.

Liebe Grüße

Please forward me the evidence you mentioned at veronika.f@casino.guru. Also, if possible, kindly forward me the most recent statement from your Skrill account with the deactivated card.

I forwarded the emails to you. As you can see, my card was deactivated on July 8th and not completely removed until July 21st.

Ich habe die E-mails an Sie weitergeleitet. Wie man sehen kann, wurde meine Karte am 08.07. deaktiviert und erst am 21.07. komplett entfernt.

Thank you for your emails. You mentioned a €500 payment from another casino that you received on June 16. In the Skrill transaction report you provided, I can also see a €500 payment received on June 18.

Could you please forward me the full transaction report starting from June 1, so that I can check the earlier transactions as well?

Dear stieventammen,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru