Duel.com Casino - Player seeks refund after account was reopened.

Hi sir on November 1 I explicitly told the duel casino to ban my account forever never ever open my account because I'm severely addicted , but on 30 December , they let me open my account and playing and I lost 152$

I want to get refund of my 152$ loss, as casino is actively breaching responsible gambling policy and enabled me to lose money.

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Dear Forginggold57,

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

I reviewed the live chat screenshot you shared, where on November 1st you asked for your account to be permanently banned due to gambling addiction. To better understand the case, I would like to ask a few questions:

• After that conversation, did you receive any written confirmation from the casino (email or message) confirming that your account had been permanently closed or self-excluded?
• When you returned on 30 December, did the casino require any action from your side to reopen the account (for example, requesting it, clicking on a link, or verifying anything), or was the account already accessible without any request?
• Were you contacted by the casino in any way after your closure request (emails, offers, notifications)?

If you have any additional communication with the casino (emails, chat transcripts, screenshots), please feel free to forward everything to petronela.k@casino.guru so I can review all evidence carefully.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1. No they did not send any email to me to confirm exclusion.

2. When I returned on 30 December , they opened my account on requesting it, even I explicitly said on 1 november that don't open my account even I request because I'm severely addicted.

3. No they don't send any email after closure request.

Hi Forginggold57,

Thank you for providing the live chat screenshot.

I’ve reviewed the communication carefully. The chat clearly shows that on November 1st you explicitly requested your account to be permanently disabled, stating that you are severely addicted to gambling, and the casino representative confirmed that an indefinite account ban was applied and noted internally.

This is important evidence and we will take it into account when assessing whether the casino acted in line with responsible gambling principles after that point.

To move forward, I now need to clarify one final key point:

• On 30 December, when your account was reopened, did the casino acknowledge this previous permanent ban and addiction-related request in the same conversation where access was restored?
• If you have any screenshots or chat transcripts from that reopening interaction, please share them as well.

Once we have clarity on how and why the account was reopened despite this prior request, we will be in a position to evaluate whether the subsequent losses fall within the scope of a potential refund.

Thank you for your cooperation. I’ll be waiting for your update.

As I said sir I'm completely addicted but they don't care responsible gambling policy kindly read my chat with them

Hi Forginggold57,

Thank you for your message. I’m sorry for replying only now and for the one-week delay in getting back to you.

I’ve carefully reviewed the communication you shared, including the chat screenshots, and I’d like to explain our conclusion clearly and transparently.

Based on the evidence available, your first request on November 1st was a request to deactivate/ban the account, but at that point it did not clearly and explicitly state a gambling addiction or a formal self-exclusion request under responsible gambling rules.

The first explicit mention of gambling addiction appears later, after the account had already been reactivated and gameplay had resumed.

This distinction is very important. From a procedural and regulatory standpoint, casinos are generally required to apply strict protections only once a clear self-exclusion request based on gambling problems is made. A general request to close or ban an account, without explicitly invoking gambling addiction or self-exclusion, does not always trigger irreversible responsible-gambling safeguards.

Because of this, and despite fully understanding how distressing the situation is for you, we unfortunately do not have grounds to request a refund of the $152 lost, as the casino cannot be clearly shown to have breached responsible gambling obligations at the time the account was reopened.

How to properly request self-exclusion (for future reference)

To avoid situations like this in the future, a self-exclusion request should always be clear, explicit, and unambiguous, for example:

"I am suffering from a gambling addiction. I request permanent self-exclusion from this casino. Please permanently close my account, block all access, and ensure it cannot be reopened under any circumstances, even at my request."

It is also important to:

• Request written confirmation by email
• Keep screenshots or emails confirming the self-exclusion

I know this is not the outcome you were hoping for, and I truly sympathize with your situation. However, in this specific case, we are unfortunately powerless to recover the lost deposits, as the conditions required for enforcing a responsible gambling refund are not sufficiently met.

If you would like, I can still help guide you on how to ensure permanent self-clusion across other casinos or provide resources for responsible gambling support.

Thank you for your understanding.

Kindly read carefully in down i exactly told on 1 november that I'm so much gambling addict that is the reason I took this decision. Kindly re read the screenshot carefully

Hi Forginggold57,

Thank you for your message, and I appreciate you pointing this out. You are right to do so, and I would like to apologize for overlooking this detail earlier. After re-reviewing the screenshot more carefully, I can see that you did mention a gambling addiction on November 1st, and I’m sorry for the confusion this caused.

To make sure we assess the situation correctly and fairly, I would like to clarify a few important points:

• After your message on November 1st, did you receive any written confirmation from the casino (for example by email or in the account history) clearly stating that your account was closed or self-excluded?
• Can you please confirm the exact date and time when the $152 deposit was made?

Thank you for your patience and for bringing this to my attention. Once I have this clarification, I will reassess the case and let you know how we can proceed.

1. No they did not give any written confirmation by email but playing games was not allowed after I requested.

2. 152$ deposit was made on October 31 , 6 pm evening approx

Wait correction - the 152$ was lost on 30 December 2025

Hello Forginggold57,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Forginggold57,

Thank you for the clarification.

To be able to properly verify this part of the case, could you please confirm whether you have any proof of the $152 deposit?

For example, this could be a payment confirmation, transaction receipt, bank statement, or wallet history showing the deposit date and amount.

If you do have such evidence, please upload it here or forward it to petronela.k@casino.guru, and I will review it carefully.

Thank you for your cooperation.

Here are the proofs you require

Dear Forginggold57,

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, Igor (igor.p@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 Forginggold57,

I am sorry to hear about your problem with Duel.com Casino.

I will now try to contact a Duel.com Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Duel.com Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the 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’ which may negatively affect its rating.

Dear Forginggold57,

I have managed to get in touch with the casino’s representatives. Unfortunately, they have refused to cooperate and informed me that everything they have done is in line with their terms and conditions.

However, we strongly believe that reopening a self-excluded account is not a standard or acceptable procedure, and the casino should always provide players with the option of indefinite self-exclusion.

Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor