DivaSpin Casino - Игрок заявляет о задержке выплат.

Good morning, since March 16th I made the first withdrawal of 500fr after which I made another 2 withdrawals always of 500fr each because you can not withdraw more than 500fr per day and the limit is 1500fr (3 withdrawals) ... I have been waiting for the withdrawal for almost 2 weeks now,.. I wrote to the support chat, the bonuses with which I had played have been easily exceeded.. also they always write the same things, that I have to be patient and that I have to wait (5 times that I contacted the support chat) .... it does not seem very fair on the part of the casino!.. also I really want to clarify that the total amount won is 13,500fr (I have already requested the first 3 withdrawals of 500fr each totaling 1500fr) .. if you would be kind enough to help me please? Thanks in advance

Buongiorno, dal giorno 16. Marzo ho effettuato il primo prelievo da 500fr dopo di che ho fatto altri 2 prelievi sempre da ognuno 500fr perché non si può prelevare più di 500fr al giorno e il limite è di 1500fr (3 prelievi) ... aspetto ormai da quasi 2 settimane il prelievo ,..ho scritto con la chat supporto, i bonus con qui avevo giocato è stato benissimo superato .. inoltre scrivono sempre le stesse cose, che devo avere pazienza e che devo aspettare(5 volte che ho contattato la chat sipporto) ....non mi sembra tanto corretto da parte del casino !.. inoltre tengo davvero precisare che la totale somma vinta è di 13.500fr (ho già chiesto i primi 3 prelievi di 500fr ognuno tot.1500fr) ..se sareste gentili ad aiutarmi perfavore? Grazie in anticipo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dome9999,

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 Dome9999,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Mrs. Carla, I'm fine hoping to God and you?

From the first day I made the withdrawals (March 16, 2026) they have remained unchanged, they appear not to have been processed yet... I have not received any payments

I contacted the live support chat again, but I find it really useless to contact them because they respond in a robotic and repetitive way,...also they keep telling me that my account is perfect as it is and does not need any verification.

So to reiterate, I have three withdrawals pending for over 2 weeks, plus I still have a balance of 12,000fr.....really irrelevant all this is unacceptable

Cara sig. Carla , sto bene sperando a Dio e voi?

Dal primo giorno che ho effettuato i prelievi( 16 marzo 2026) sono rimasti invariati , risultano non elaborati ancora...non ho ricevuto nessun pagamento

Ho ricontattato la chat supporto live, ma la trovo una cosa davvero inutile contattarli per il fatto che rispondono in maniera robotica e ripetitiva,...inoltre mi continuano a dire che il mio account è perfetto così e non necessita di alcuna verifica

Quindi ribadendo, ho tre prelievi in sospeso da oltre 2 settimane, in più ho ancora un saldo di 12.000fr .....davvero irrilevante tutto questo è inaccettabile

Dear Dome9999, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Mrs. Karla

1 I made a withdrawal of 500fr on 03/13/2026 which was paid into my bank account. After that everything stopped (so I'm correcting from the beginning, on 03/16/2026 I requested other withdrawals which currently have no news, it's the usual robotic response from chat bots)

2 I check daily if KYC verification is required, as always it is "not necessary"

3 I got the winnings with a deposit bonus, obviously the bonus was passed correctly otherwise impossible to request withdrawals

4 won only with slots (Book of the Fallen by PRAGMATIC)

I also wanted to say that I had 2 withdrawals cancelled twice and that on the same day of each withdrawal cancellation I requested the withdrawal again... I am attaching all the histories including current balance, withdrawals and credits and withdrawal cancellations (I did not cancel the withdrawal).

Cara signora Karla

1 ho effettuato un prelievo di 500fr il giorno 13.03.2026 che andata a pagamento sul mio conto bancario..dopo di che' tutto fermo( quindi correggo dal principio , il giorno 16.03.2026 ho richiesto altri prelievi che attualmente nessuna notizia è solita risposta robotica dei chat bot)

2 controllo giornalmente se si necessita di verifica KYC, risulta come sempre " non necessario"

3 ho ottenuto le vincite con un bonus sul deposito, ovviamente il bonus è stato superato correttamente altrimenti impossibile richiedere prelevi

4 vinto solamente con slot (book of the fallen di PRAGMATIC)

Inoltre tenevo a dire che mi erano state ben 2 volte annullate 2 prelievi e che il giorno stesso di ogni annullamento di prelievi ho di nuovo richiesto il prelievo...allego tutte le cronologie tra saldo attuale, prelievi e accrediti e annullamenti preleivi( non fatto da me l'annullamento di prelievo)

Dear Dome9999,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Romi, [email protected]. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the DivaSpin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear DivaSpin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Good morning dear Romi

Unfortunately no update, the 3 withdrawals are currently still being processed and no payment received in my bank account

Buongiorno cara Romi

Purtroppo nessun aggiornamento, i 3 prelievi sono attualmente ancora in fase di elaborazione e nessun pagamento ricevuto sul mio conto bancario

Dear Dome9999,

Thank you for reaching out to us.

We are writing to confirm that your request regarding your withdrawals have been successfully submitted and forwarded to the appropriate department for further review. Our team is currently assessing the information provided.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

DivaSpin Team

Good morning dear DIVASPIN casino

Thanks for your reply

I would like to kindly ask Ms. Romi if the casino could kindly speed up the withdrawal processing? ...given that the WITHDRAWAL TERMS AND CONDITIONS, if I'm not mistaken, stated 6,000 francs per month...and still, a month has passed and honestly I haven't received any withdrawals...and honestly, there is still 12,000 francs on my balance.

To tell the truth, I'm a big lover and fan of slots and I was really liking this Divaspin casino, but it's a shame that they are guilty of making withdrawals.

Buongiorno caro casino DIVASPIN

Grazie per la vostra risposta

Vorrei chiedere gentilmente alla sig. Romi se il casino' cortesemente potrebbe accelerare con le elaborazioni dei prelievi? ...dato che sui TERMINI E CONDIZIONI DEI PRELIEVI se non dovrei sbagliarmi c'era scritto 6000fr al mese ....e tutt'ora è passato 1 mese e sinceramente non ho ricevuto nessun prelievo effettuato.....e onestamente sul mio saldo ci sono ancora 12.000fr

A dire la verità sono un grande amante e fan di slot e questo casino Divaspin mi stava davvero piacendo, ma sui prelievi peccato che peccano

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

Could you please update us on the situation?

I will try to contact the casino outside this thread if it hasn't been resolved yet.

Thank you.

Respectfully,

Romi

Dear Romi

I'm currently undergoing KYC verification. They asked me for some documents, and I'm completing them; there are still a few more to go before everything is finalized. I'm also contacting the casino for updates on the verification status, but I haven't received a response yet.

As soon as I have news, I will keep you updated both on the outcome of the KYC verification (hopefully successful) and on the possible initiation of payments.

If you want, you can also contact them directly to get information from them - I would be very happy and it would be of great help.

Thank you!

Cara Romi

Attualmente sono in fase di verifica KYC. Mi hanno richiesto alcuni documenti e sto completando l’invio; al momento ne mancano ancora alcuni per finalizzare tutto. Sto anche contattando il casinò per avere aggiornamenti sullo stato della verifica, ma per ora non ho ancora ricevuto risposte.

Non appena avrò novità, vi terrò aggiornati sia sull’esito della verifica KYC (sperando vada a buon fine) sia sull’eventuale avvio dei pagamenti.

Se volete, potete anche contattarli direttamente per ottenere informazioni da parte vostra — mi farebbe molto piacere e di grande aiuto

Grazie!

Thank you for the update.

We will wait until you inform us about how it is going, then.

Respectfully,

Romi

I am currently still waiting for an update from the Diva Spin support team regarding the KYC verification of my account.

I already submitted all the required documents about a week ago and, despite this, my profile status still remains unchanged. I contacted the support team once again, and they confirmed via email that I simply need to wait for the verification process to be completed and for my profile to be updated.

Therefore, all the necessary documents have been properly submitted, and at the moment I am only waiting for their final approval. Currently, my account still appears in the status shown in the attached screenshot/profile.

Dear DivaSpin Casino,

Please inform us about the updates on the case.

Thank you.

Respectfully,

Romi

Dear Romi

I wanted to inform you that I checked my account and it seems that no KYC verification is required anymore.....the only negative thing is that the withdrawals are still being processed....it seems excessive to wait so long, apart from the fact that if they go at this pace, as I know the TERMS AND CONDITIONS ON WITHDRAWALS, I would like to point out with respect, are not respected.

Cara Romi

Volevo informare che ho controllato il mio account e sembra che non si necessita piu di alcuna verifica KYC.....l'unica cosa ancora negativa e' che i prelievi risultano ancora in elaborazione ....mi sembra eccessivo attendere cosi a lungo tempo , a parte il fatto che se vanno di questo di passo da come noto i TERMINI E CONDIZIONI SUI PRELIEVI tengo a precisare con rispetto , non vengono rispettati

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Once there is any update we will inform you immediately.

Best regards,

DivaSpin Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dome9999,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi