Duel.com Casino - Player was able to create a second account despite being self-excluded.

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.

Important notice:

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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.

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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

Hello

I was asking on live chat support that i was allow to make account to play

And yes i make new acc after chat with casino and its was me  being self-excluded alrdy!

I use other email cuz on old one is ban

by email registed and KYC they not have it at all seems like its iligal casino

and i used same crypto wallet and same crypto address to deposit and cashout

Thank you for your reply.

Am I correct in understanding that you did not enter any personal information in your second account and that the only matching detail was the cryptocurrency wallet you used for deposits?

Did you enter any personal information in your first account, even though it was not verified?

In this casino no page to enter personal information.

Only deposit crypto and cash out info!

No verified page info on register anywhere like i said before

Dear Egofist,

Thank you for providing the additional information.

After reviewing all the details available in this complaint, we are unfortunately unable to support your case.

You confirmed that you created a new account after your original account was self-excluded, using a different email address. You also stated that the casino did not collect or verify any personal information on your original account, and therefore, there were no verified personal details that could have been used to link your new account to the previously self-excluded account.

We acknowledge that you used the same cryptocurrency wallet for deposits and withdrawals. However, the wallet address alone cannot be considered sufficient evidence to establish that the new account belonged to the same person who previously requested self-exclusion. A cryptocurrency wallet address is not verified personal information, and without additional identifying data connected to the original account, it cannot reliably confirm the identity of the account holder.

A wallet address may serve as an additional indicator in combination with other verified information, but in this case, where no personal information was provided or verified on the original account, the casino had no reasonable way to determine that the newly created account belonged to a previously self-excluded player.

Based on the available evidence, we cannot conclude that the casino breached its responsible gambling obligations or that it should be held responsible for the losses incurred on the newly created account.

For this reason, we will be rejecting your complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Best regards

Veronika

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