RESOLVED: Divas Luck Casino

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Last post made 26 days ago by KingNemo
Sarahr
  • Started by
  • Sarahr
  • United Kingdom Newbie 3
  • last active 1 year ago

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  • I opened an account with Diva Duck Casino 5 days ago with a minimum deposit of £25 as per their rules. I then deposited a further £25 and won a little so i wanted to withdraw however, it stated that in order to withdraw i must first go through the verification process - this is pretty much standard on all gambling sites. I then left playing in order for the process to happen but to no avail, 5 days later still no confirmation so i messaged them on their live chat button but no reply, i then emailed them - no reply, so i am getting very worried at this point, then, i get an email and quoting, 

    Dear Sarah,

    Thank you for contacting Divas Luck Support Team. 

    We would like to inform you that in order to complete verification please upload the following documents:

    A proof of your residential address, showing your full name, registered address and issuing date (not older than three months):

    Utility bill (Phone/Internet, electricity, water) 
    Bank statement 

     A proof of funds:

    Copies of both front and back side of the card. For security reasons, please cover the 4 middle digits of the card number, so we can see the 6 first and 4 last, and also cover the CVC number from the back side or/and
    A screenshot from your e-wallet account showing your deposit to our company and another one showing your personal details.

    And a Bank statement with your full details and IBAN number in order to receive the funds via bank transfer.

    Kind regards,

    Support Team

    This message as well as any attached electronic records or documents are confidential and may be legally protected, protected against disclosure to third parties and / or other legal regulations. It is intended only for the natural or legal recipient(s) to which it refers. 

    I then emailed, again no reply as of yet stating that i have already done this and i am waiting for the process. Is this a legitimate site?..... their customer service is terrible, i even put in my email that i am going to contact the police and gaming commission if they do not remove my personal detail or confirm that they are a legitimate company. Suffice to say i have not heard anything back.

    Help or comments would be gratefully appreciated, i really hope i have not made a big mistake by putting my personal details on their site for them to steal my identity.

    Regards

    Sarah Reeves.

  • Hello Sarahr,

    We don't have this casino listed here on LCB, however, please send me your casino username to private message inbox and we'll try to get in touch with them.

  • Hello Sarahr,

    Thank you for providing us with your casino username. We've sent them an email. As soon as we receive a reply from the casino, we'll let you know.

  • Hello Sarahr,

    We've received a reply from the Casino Representative and here's what he says:

    "We have checked it out and we can see the player opened account only 2 days before he posted the complaint, on the 27th of June.

    The Verification process is industry standard, KYC team needs all documentation before withdrawal takes place if they are applicable."

    Have you provided the casino with the documents they've requested from you? 

  • Hi thanks for getting back to me.

    Yes, i uploaded all the documents they requested. I did yhis on 27/06/2021. I tried to send you a screenshot but it said it wasn't allowed.

    Kind regards

    Sarah.

  • Hello Sarahr,

    Ok, thanks for letting us know. We'll send them another email regarding your payment. Keep you posted.

  • Thank you.

  • Hello Sarahr,

    Has your account been verified?

  • Hi Sarahr,

    We contacted the casino regarding the update and here's what they say:

    Confirmed the player only sent in until now identity and utility bill.
    They still need to send CC used to deposit (back and front as stated) and bank statement to complete their KYC and as of yet has not done this.

    Your account can't be verified until you send the necessary documents. Please send them over and your account will be verified. 

  • Since we got all the necessary info what the player needs in order to verify their account we're going to mark this case as resolved. 

  • Got the same problem..

     

  • Hello GabrielRichieri559

    If you have the same problem, we advise you make a separate complaint providing us the details of your complaint in the following forum thread HERE. Open 'New Topic' and enter the necessary details. Afterwards we will assist you to the best of our ability. 

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