The player from the United States reveals that he has lost approximately €14,000 across two accounts at Duel.com casino and requested self-exclusion due to his compulsive gambling. He is now seeking a refund, claiming that the casino does not comply with responsible gaming regulations.
Duel.com Casino - Player requests refund due to gaming issues.
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Waiting for Casino Guru to reply
6d 23h 14m 5s
Duel.com Casino
Safety Index 7.6 Above averageCase summary
Discussion
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22 hours ago
Translation
Good morning, I believe Duel.com casino does not comply with any responsible gaming regulations. After losing approximately €7,000 on one account, I requested self-exclusion. Since I'm a compulsive gambler, I opened another account and again lost over €7,000, depositing from the same crypto wallets I used for the other account. I would like a refund because this casino has caused me a number of problems. I can attach any evidence you need; multiple accounts were funded from my wallet.
Automatic translation:
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1 hour ago
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.
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1 hour ago
Dear ceeerneee,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duel.com Casino.
Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.
In order for us to proceed, I would like to kindly ask you to clarify a few important details:
- When was your old account closed?
- When did you create another account?
- What is similar in your new account to your old account aside from using the same payment method?
- Did you pass KYC verification for your new account?
- Could you please forward me the original self-exclusion request you sent, along with the casino's response? Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.
These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
