I can't withdraw the money because it states that the account has to be fully verified, however, I already sent proof of identity

N?o consigo levantar o dinheiro, porque afirma que a conta tem de ser totalmente verificado, no entanto, já enviei prova de identidade

Dear Ines,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Good afternoon, I already sent proof of identity. I didn't get any more information.

I keep having the same problem.

Boa tarde, já enviei prova de identidade. N?o obtive mais informa??es.

Continuo com o mesmo problema.

Thank you very much, Ines, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Ines,

I looked at your complaint and will do my best to help you. I would like to invite Divas Luck Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the Divas Luck 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: [email protected]

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.