Divas Luck Casino

Hi, I opened an account with Divas Luck Casino and made my first deposit of $100 and got a sportsbook bonus of $100. Then I started placing bets of $100 each and made 10 of them (5 in In-Play soccer and 5 in Pre-event soccer) with decimal odds of 1.71, 2.45, 3.80, 1.53, 1.93, 1.96, 1.69, 1.95, 1.92, 2.08 in that order, and I ended up with a balance of $578.08. After the wagering requirements of the bonus were met I tryed to withdrawal part of my winnings and they asked me to complete their KYC. I uploaded all of the documents they requested and waited patiently for the proccess to complete before playing again. A few days later I received an email saying my account was succesfully verifyed and after that I proceeded to make the withdrawal attempt I tryed in the first place. A day later I received an email asking for some new documents to upload. I already didn't like that from their part but uploaded the new documents they requested anyway and waited patiently again. Two days later I received a new email saying my documents were succesfully reviewed, therefore, I proceeded to make the withdrawal attempt for the third time before I kept betting with them (the 3 withdrawal attempts were for part of my winnings only). This time, two days later, I received this email from them:

"Dear Jose

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 478.08 $ has been removed from your account due to the following terms of our Terms & Conditions:

11.1. The following practices in relation to the Services:

a) abuse of bonuses or other promotions (as defined in paragraph 11.4)

b) using unfair external factors or influences (commonly known as cheating)

c) taking unfair advantage (as defined in paragraph 11.4);

d) opening any Duplicate Accounts; and/or

e) undertaking fraudulent practice or criminal activity (as defined in paragraph 11.4), constitute "Prohibited Practices" and are not permitted. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur.

11.2. You agree that you shall not participate in or be connected with any form of Prohibited Practice in connection with your access to or use of the Services.

11.3. If:

a) We have reasonable grounds to believe that you have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time); or

b) You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any Prohibited Practice or otherwise improper activity; or

c) We become aware that you have "charged back" or denied any of the purchases or deposits that you made to your account; or

d) You become bankrupt or suffer analogous proceedings anywhere in the world,

then, (including in connection with any suspension and/or termination of your account) we shall have the right, in respect of your account to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) outlined in this paragraph.

11.4. For the purposes of this paragraph 11:

a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:

fraudulent charge-backs and rake-back activity;

the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;

the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);

any attempt to register false or misleading account information;

any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

b) An "unfair advantage" shall include, without limitation:

the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);

the use of automated players ('bots'), or other 3rd party software or analysis systems; or

the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.

c) Bonus Abuse includes, but is not limited to:

i. breach of terms and conditions of a bonus, free bets or any other promotional offer

ii. the opening of multiple accounts to claim multiple bonuses;

iii. all bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more that 6 times per calendar month; if for any reason a bonus code is used by an individual player over the stated amount, the Company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings plus all 3rd-party charges arising from player's activity (payment fees, providers fees, etc)

Where there is a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, company reserves the right to:

i. forfeit the bonus allocated to the Account Holder and any winnings from that bonus, and/or

ii. revoke, deny, or withdraw a bonus offer from the Account Holder, and/or

iii. block an access to particular products, and/or

iv. exclude the Account Holder from any future promotional offers, and/or

v. terminate the Account Holder’s account with immediate effect.

12.11 Website reserves the right to close down existing accounts without explanation. In this event, or in the event of an account closure by a customer the gull balance will be paid out unless any fraudulent (e.g. Arbitrage, etc.) behavior is suspected. In case of fraudulent behavior, winnings will be voided and deposits will be refunded after we deduct the corresponding administrative and transaction fees and any fees that Website is obliged to pay to the competent authorities due to a customer’s complaint. Website also reserves the right to report to the appropriate authorities, if any customer is involved in any form of suspected fraudulent behavior.

12.11.1 As "Arbitrage" Website means the method certain players can use in order to abuse Sportsbook offers to their advantage. In such cases, we reserve the right to void bets, deduct winnings and remaining funds or return user's initial deposit at Website’s discretion. Indicators, including but not limited, that gives Website strong reasons to believe that a bettor is abusing our offers using the arbitrage system are as follows: i) one deposit only in order to receive the MAX bonus offered. ii) Starting his betting activity with one single bet, Soccer Pre event, Stake = his deposit + bonus money, on high odd (higher than 2) iii) Starting his betting activity with single bets, Soccer Pre event, Stakes totalling = his deposit + bonus money, on high odd (higher than 2) iv) Continuing his betting activity with the same pattern mentioned above, with stakes = winnings from first bet(s)

Do not hesitate to contact us in case you need any further help. Have a good day."

Needles to say, I was baffled with that email and immediately sent them a replay asking which of the terms they mentioned I allegedly violated and their response was:

"Dear Jose

Thank you for your email.

We apologise for any inconvenience caused but this is a final decision taken on business grounds by the relevant department according to term 12.11.1.

Do not hesitate to contact us in case you need any further help. Have a good day."

As you can see from before, term 12.11.1 refers to this:

• "12.11.1 As "Arbitrage" Website means the method certain players can use in order to abuse Sportsbook offers to their advantage. In such cases, we reserve the right to void bets, deduct winnings and remaining funds or return user's initial deposit at Website’s discretion. Indicators, including but not limited, that gives Website strong reasons to believe that a bettor is abusing our offers using the arbitrage system are as follows: i) one deposit only in order to receive the MAX bonus offered. ii) Starting his betting activity with one single bet, Soccer Pre event, Stake = his deposit + bonus money, on high odd (higher than 2) iii) Starting his betting activity with single bets, Soccer Pre event, Stakes totalling = his deposit + bonus money, on high odd (higher than 2) iv) Continuing his betting activity with the same pattern mentioned above, with stakes = winnings from first bet(s)"

This was also kind of strange because now they were saying that bets with odds higher that 2 may be considered an abuse of their sportsbook offers when in their T&C of the offer they said I couldn't place bets on odds lower than 1.5 (attached are screenshots of the T&C of the bonus for reference).

After that, I sent them the following email clearly explaining to them that I didn't violate any of the terms they say I did:

"Hi,

First I want to thank you for answering which T&C I allegedly violated according to you.

“12.11.1 As "Arbitrage" Website means the method certain players can use in order to abuse Sportsbook offers to their advantage. In such cases, we reserve the right to void bets, deduct winnings and remaining funds or return user's initial deposit at Website’s discretion. Indicators, including but not limited, that gives Website strong reasons to believe that a bettor is abusing our offers using the arbitrage system are as follows: i) one deposit only in order to receive the MAX bonus offered. ii) Starting his betting activity with one single bet, Soccer Pre event, Stake = his deposit + bonus money, on high odd (higher than 2) iii) Starting his betting activity with single bets, Soccer Pre event, Stakes totalling = his deposit + bonus money, on high odd (higher than 2) iv) Continuing his betting activity with the same pattern mentioned above, with stakes = winnings from first bet(s)”

In response to your accusations I have to say the following things:

“i) one deposit only in order to receive the MAX bonus offered”: I didn´t need to make another deposit because I won more than enough to keep playing with my first one. It had no sense to make another deposit while I still had money in my account to play with. I had the intention of keep betting and playing on your site after completing the KYC process, that is why I only solicited a withdrawal of part of my balance and left the rest on the account to play with.

“ii) Starting his betting activity with one single bet, Soccer Pre event, Stake = his deposit + bonus money, on high odd (higher than 2) and iii) Starting his betting activity with single bets, Soccer Pre event, Stakes totalling = his deposit + bonus money, on high odd (higher than 2)”: I didn´t do any of those things. I started with an In-play bet, the amount of my bet was less than my deposit + bonus money and the odds of the bet were less than 2.0. I kept betting always the same amount on all my bets the way I like and for the most part on odds lower than 2.0 (7 out of my 10 bets were placed at odds of less than 2.0. This is not what I like to do because I like to bet on short odds for the most part but you didn´t allow me to bet on odds lower that 1.5). Also, I made 5 In-play bets and 5 Pre event bets.

“iv) Continuing his betting activity with the same pattern mentioned above, with stakes = winnings from first bet(s)”: I didn´t do this either, like I mentioned before, all of my stakes were less than the deposit + bonus money and I never made a bet of stakes = my winnings form first bet(s). All my stakes where in different events (In-Play and Pre event soccer) and with odds of 1.71, 2.45, 3.80, 1.54, 1.93, 1.96, 1.69, 1.95, 1.92, 2.08.

As you can see, I have not violated any of the T&C you mentioned I did. I can also provide you the information of all the casinos/betting accounts that I have and you can verify that for the most part I have kept my accounts opened and with betting/playing activity for a very long term (some of them for 15+ years). I only have like 2 or 3 accounts (if memory serves me right) in which I have stopped playing shortly after I opened them and those were for very good reasons (one because the page kept changing the odds most of the time I wanted to place a bet, another because customer service kept asking for my KYC documents one a the time just to keep delaying a withdrawal request, and another one because customer service kept asking for ridiculous things like my e-wallet statements for periods of time where I didn’t even had an account with them). You can also verify that a lot of the time I have made my deposits rejecting all the bonuses because most of the time I don’t want to deal with all the restrictions that came with the bonuses."

To my surprise, their response to my email was:

"Dear Jose

We are really sorry for your disappointment.

Please note that according to the following term :

Management of an Account

3.1 the Company reserves the right at its own discretion and at all times, to:

a) Decline to open an account and/or to close an existing one without any explanation whatsoever;

b) Decline to accept deposits without any explanation whatsoever"

As you can see from above, they didn't respond to anything I mentioned on my email, so I wrote them again:

"Hi,

But in any of those terms says that the Company is allowed to remove my balance with no valid reason.

You said you removed my balance because I violated your T&C, I asked you which ones, you were kind enough to tell me the ones I allegedly violated according to you, then I proceeded to explain you point by point that I haven't violated any of those terms and you still refuse to give me my money back.

As I explained you in detail in my last email, I haven't violated any of your T&C, so I'm kindly asking you to do the right thing and give me back the money that I won. As I sayed in my last email, you have inflicted me a very large damage by removing my money from my account and all I'm asking is that you do what is right and give me back the money I won fair snd square."

And their last response was:

"Dear Jose

Thank you for your email.

Kindly keep in mind that all available information has been provided to you in our previous emails.

Please note that the relevant department's decision is final and cannot be changed."

After that, I really felt I had no chance against them so I come to you with the hope you can help me to resolve this issue. I won the money fair and square and all I want from them is to pay me my winnings.

I'm really sorry for the length of my complaint and I thank you in advance for your help.

Kind Regards,

José M.

Hello!

After playing with a Cryptobonus (500%) and finishing the wager I ended up with 485 €. After a fast verification i withdrawal the money With Krypto (i deposit with LTC) on 05.12 - now almost 5 Days later, i still have no money, and they are not responding to emails.

Can somebody help me please?

Divas Luck casino is not paying out my withdrawal of 415.55 eur.

I requested the withdrawal on 16th of September via bitcoin (that is the deposit I used). I had a withdrawal with them before, my account is verified and at the first time everything was fine. However this time they are not paying out. On the casino page there is an icon that says live support but live support is never active, the only way to contact them is leave a message through the live support icon. So I sent them a message about a week after my withdrawal but nobody has replied since then.

I cannot attach any conversation with them because there was none (besides when they sent me an email saying my account has been verified). In the attachment it is shown that the withdrawal of 415.55 eur was made on 16th of September, for some reason it was added back to my account on 17th of September and a minute later the withdrawal was made again (I do not understand why that has been done, as I made the withdrawal only on 16th of September).

This information is in the attachment. I have also attached an email from them saying that my account has been verified. There is nothing else I can send because they do not communicate with me.