The player from Russia reports being blocked for gambling addiction but later created a new account and lost 5,017 USDT without restrictions. Despite providing evidence of his previous block, the casino refuses to return his deposits.
Duel.com Casino - Player was able to create a second account despite being self-excluded.
Opened
Current status
Waiting for player to reply
6d 18h 51m 19s
Duel.com Casino
Safety Index 7.6 Above averageCase summary
Discussion
Public
Public
3 days ago
Good afternoon.
I had a bad experience with this casino. I created an account and lost almost everything, but I wrote in the casino chat about being blocked due to gambling addiction, and they blocked me.
But a couple of weeks later, I was able to log in to the site and create a new account to continue playing, and I lost all my money (5,017 USDT).
I was able to play and deposit from the same crypto wallet as before, without any restrictions.
I added chat messages, email addresses, and screenshots showing that I was blocked from the casino, but they allowed me to play and refuse to return my deposits. I demand the return of the 5,017 USDT and that you stop allowing people with gambling addictions to play with you.
Public
Public
5 hours 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.
Public
Public
5 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify whether you requested your first account to be reopened or created a new account at this casino after being self-excluded?
- If you created a new account, which method did you use to register? Did you provide any personal information that could link your new account to your previously self-excluded account?
- Have you completed the full KYC verification on your first account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
