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Complaint against DivaSpin regarding non-payment of 27,000,000 HUF and account closure

To whom it may concern,

I am filing a formal complaint against DivaSpin (divaspin-1716.com) regarding the unfair closure of my account and the non-payment of my balance amounting to 27,000,000 HUF.

Case details:

Username: [Na********57@gmail.com]

Balance: 27,000,000 HUF

Issue: Sudden account closure and contradictory information regarding my withdrawal.

Description of the situation:

On April 2nd, I discovered that my account was closed. When contacting Live Support, I received contradictory information. First, the agent stated that my account was closed and only my last deposit was refunded. However, upon mentioning the 27,000,000 HUF balance, the agent changed the statement, claiming that the "entire balance is under withdrawal."

Since then, I have repeatedly requested a transaction proof (MT103) or an ARN/RRN code to verify the transfer. The support has failed to provide any proof and keeps stalling the process.

I have screenshots of the 27,000,000 HUF balance and the entire chat transcript where the support team provided conflicting information. I request DivaSpin to provide immediate proof of the transaction and to fulfill the payment of my legitimate winnings.

N*** d*****

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Dear Nagyd0103,

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

Your situation raises several important points, and we would like to gather some additional details to fully understand what happened and assess how we can assist you.

Could you please clarify the following:

• Did you play with any bonus while accumulating the 27,000,000 HUF balance? If yes, could you provide the bonus terms you accepted?
• Have you successfully completed KYC (verification) on your account? If so, when and what documents were approved?
• Have you made any successful withdrawals from this casino in the past? If yes, please specify the amounts and dates.
• What games did you play while building your balance (e.g., slots, live casino, table games)?
• Did the casino provide any official reason for closing your account (e.g., breach of terms, multiple accounts, irregular play)?

Also, regarding the claim that the balance is "under withdrawal," it would be important to verify whether any transaction was actually initiated. If you have requested proof such as MT103/ARN/RRN, please share any responses received so far.

If you have any relevant communication or evidence, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Dear Petronela,

Thank you for your response. I would like to correct my previous information: I did not use any bonus to accumulate my balance of 27,000,000 HUF. I played with my own deposited funds only.

Here are the updated details:

Bonus: No, I did not use any bonus.

KYC (Verification): No, the casino has not requested any identity or residence documents from me so far.

Previous withdrawals: No, I have not made any successful withdrawals from this casino in the past.

Games played: I was playing the slot game Mighty Wild.

Account closure/status: Currently, I cannot log into my account. The support informed me that my account is "under review" or "under investigation," but they have not provided any official reason for this or any information regarding a breach of terms.

Regarding the proof of transaction (MT103/ARN/RRN), I have not received any such codes or documents from the casino yet.

I am attaching the screenshots of my recent conversations with their support team to this email.

Thank you for your help in resolving this matter. N*** d****

I would like to clarify that the larger amounts (11,000,000 HUF and 15,000,000 HUF) were not initiated by me manually through the system. Instead, the casino's finance department initiated these withdrawals directly after their internal review. This is why I only received an automated email for the smaller (200,000 HUF) request that I made myself.

Support agent 'Emese' confirmed via chat that these large, casino-initiated payments have already been processed and 'completed' from their end. I am now waiting for these funds to arrive in my Revolut account.

Update: The casino contacted me via email (kyc@divaspin.com) asking for my bank details for a manual transfer. I have provided them with my Revolut (IBAN/SWIFT) information. I am now waiting for the bank transfer to be initiated.

Support agent Elisabeth officially confirmed that my withdrawal has been sent (processed) and the delay is only due to the Easter holidays. She assured me that the funds will arrive soon.

A third agent, Rudolf, also confirmed today that everything is in order with all my withdrawals, including the two 200,000 HUF payments. He also mentioned that the delay is due to the Easter holidays.

URGENT: Agent Rudolf just informed me that they can no longer provide services to me due to an 'administrative decision' and they refused to give updates on my 27,000,000 HUF withdrawal on chat. This completely contradicts the previous confirmations from Emese and Elisabeth. It seems they are now trying to deny my payout. Please help!

Dear Nagyd0103,

Thank you for the update and for sharing the screenshots.

I can see that the casino advised you to contact them via email for further clarification regarding their internal decision. Could you please confirm whether you have already contacted the casino at support@divaspin.com as suggested?

If yes, kindly forward their response to me, or let me know if you have not received any reply.

Thank you.

Dear Petronela,

Thank you for your message.

I confirm that I have already contacted the casino via email as suggested. However, I have not received a clear or satisfactory response from them.

I will forward their reply to you as soon as I receive it. If needed, please let me know if you require any additional information from my side.

Thank you for your assistance.

Kind regards,

NagyD0103

Dear Petronela,

Thank you for your message.

I confirm that I have already contacted the casino via live chat. They informed me that my request is still "under review" and did not provide any specific timeframe or clear explanation.

I am concerned that this is causing unnecessary delay. Please find attached the screenshot of their response as proof.

Thank you for your assistance.

Kind regards,

NagyD0103

Dear Nagyd0103,

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 (romana.r@casino.guru). 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.

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

Dear Romi,

I would like to provide a very important clarification regarding my case.

The total balance on my account was approximately 27,000,000 HUF, in addition to the 200,000 HUF withdrawal request that was canceled.

I would like to clearly state the following:

I did not cancel the withdrawal request

I currently do not have access to my account, as it has been under verification for over one month

Therefore, it would have been impossible for me to cancel the withdrawal

Regarding the duplicate account issue, I would like to honestly explain that this second account was created a long time ago and I completely forgot about it. It has not been actively used, and there was absolutely no intention to violate any rules or gain any unfair advantage.

Given the very high amount involved, I kindly but firmly ask the casino to:

Provide a full explanation of the situation

Clarify the status of my full balance

Confirm whether my funds will be paid after resolving the account issue

This situation is extremely serious for me, and I expect a fair and transparent resolution.

Thank you very much for your support.

Best regards,

Nagy0103

The last deposit on the old account was on 30.12.2025, and I opened the new account on 01.04.2026. At the moment, the new account is blocked, and there is a significant balance involved.

Dear Romi,

Thank you for your assistance with this case.

Kindly be informed that we have just sent you an email containing a detailed explanation and the necessary evidence regarding this complaint. We kindly ask you to review the information provided and let us know if you require anything further.

Thank you for your cooperation.

Best regards,

Divaspin Casino Team

Thank you, DivaSpin Casino.

Please reply to my email whenever possible.

Best regards,

Romi

Dear DivaSpin Casino,

Neither I nor Casino Guru have received any detailed explanation or evidence. Please resend the email and provide clear proof of your claims.

Until then, your statement cannot be considered valid.