Divas Luck Casino - 플레이어의 탈퇴가 지연되었습니다.

I've been playing for quite a lot of money.

When I have to withdraw my money and send all the required documents, I still do not get my money paid out.

I have talked to my bank and they have made a written proof of bank statement / bic / Iban and their signature as proof that I am me and that it is my account.

The transactions are visible from my account to the casino.

The casino still refuses to pay me my money.

What should I do?

Jag har spelat för ganska mycket pengar.

När jag ska ta ut mina pengar och skickar alla dokument som krävs får jag ändå inte mina pengar utbetalda.

Jag har pratat med min bank och de har gjort ett skriftligt bevis på kontoutdrag/bic/Iban och deras underteckning som bevis att jag är jag och att det är mitt konto.

Transaktionerna syns från mitt konto till casinot.

Casinot vägrar ändå att betala mig mina pengar.

Vad ska jag göra?

Dear Ulrika,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Have you received any explanation from the casino regarding this situation? Please, forward me all the relevant communication between you and the casino, so we can gather as much information as possible. My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your emails, Ulrika. I see that the casino claims you edited your documents. Could you please clarify this situation?

Dear Ulrika,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.