Duelz Casino - Player claims that payment has been delayed.

Good morning,

I have had my £1200 winnings rejected because Natwest won't allow Duelz to transfer that amount.

I know this incorrect because other online casinos have paid out more to my bank account.

I have a substantial email chain with Duelz who requested I send a copy of my original bank account from when I first opened it!! They want a physical copy and state that scans or photographs won't suffice!

I have contacted my bank and Mastercard who have informed they will accept a payment of £1200 from Duelz. I have communicated this to Duelz.

Can you please help me?

Kind regards,

Chris

Dear northc518,

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

Dear northc518,

Have you received your withdrawal from the casino yet?

Good morning,

I have not.

I have sent all the information they requested, but they keep changing the goalposts.

Best,

Chris

Thank you for your reply, northc518. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Dear northc518,

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.