Duelz Casino - Player believes that their withdrawal has been delayed.

hi,

I won £2.88 off free spins. I then wagered this x45 times as the casino requires. I done this until my bonus money reverted back to normal credit, around £50 ish. I then won £3,950 off a bonus spin.

Duelz casino then needed further documentation which I provided and my account was fully verified.

I then tried to withdraw £3,950 and to my surprise it said £3,850 fully approved and withdrawn.

i then live chatted them and they said they had confiscated £3,850 and allowed me to keep £100 only as that was the maximum win off free spins. even though I wagered it x45 times as required then anything over the required wagering is real withdraw-able money.

so my £3,850 has been confiscated, any help would be greatly appreciated. Thank you.

Dear Bradleyparker94,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you

I’ve received the £100 straight away but not the £3,850

Dear Bradleyparker94,

Have you received your withdrawal from the casino yet?

No I have not

They confiscated my winnings straight away, soon as I tried to withdraw it.

I made the x45 wager on the bonus, therefore I won real money. I Then used that real money cash balance to win the Money that the casino confiscated.

They have now suspended my account so I can’t access it now.

Thank you for your reply, Bradleyparker94. Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.







I apologize, but I believe the casino explained pretty clearly why your winnings were confiscated. Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common, especially if they are activated without a deposit.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Dear Bradleyparker94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.