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

The issue that I have experienced was: Verification takes longer than usual, after ive completed to upload my passport and proof of address I successfully withdraw funds amounting 5000 and completed their KayC verification. I am a high roller player I lost 5000k the next day so I stop playing then on Aug 13 they sent an email to ask for a copy of my source of funds, so I visited the website again then when I logged in yesterday August 16, I have cashback of 527.39 I intend to withdraw it and uploaded a copy of my source of funds bank statement and payslip to comply with the regulatory requirements and have email and chat with them to follow up the status as the funds is urgently needed,coz normally when I request for refund approval is just a mins/hrs. I spoke with your live chat however they are unable to help me coz they are not the Relevant team to check my documents bu they said its gonna have checked yesterday so ive waited and I follow up until today says that the relevant department is closed today its taking longer than usual and they tend to hold my funds as if I dont comply which I did upload it several times.

Dear baryanfloresuk,

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

The first withdrawal with a total amount of 5k have been successfully credited the next day. My concern is the withdrawal from yesterday seems they're avoiding to check my source of funds document they promise to check it yesterday but as of now no updates and the worst is their verification department is closed! 😭😭😭

Dear baryanfloresuk,

Have you received your withdrawal from the casino yet?

Yes case closed thanks

Dear baryanfloresuk, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

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Thank you so much for your time. 

Best regards, 

Casino.Guru