The player from the United Kingdom was unable to withdraw his winnings from the casino after playing with a £900 balance, which he believed was allowed based on previous gameplay. Despite having completed the necessary wagering and being granted free spins, the casino claimed he only won £100 due to a withdrawal limit. The Complaints Team concluded that the casino's policy regarding bonus winnings was standard practice, and since no evidence of unfair treatment was provided, the complaint was closed.
Duelz Casino - Player faces withdrawal issues with casino.
Amount: £800
Duelz Casino
Safety Index:Above averageSafety Index
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7.7
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
I’ve deposited loads on this site, I got a 10 free spins through email, nothing stated on there, I win 60p go onto a different game, wager the amount and win £8. Then I go onto another game with £900 I try and withdraw and they say I didn’t wager and I instead only win £100 as that’s the limit, why was £900 in my account in the first place the ? Why was I allowed to play with it but as soon I withdraw I can have it. I done everything fair.
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2 months ago
Dear Nikkalawarren1234,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly that you have accumulated your winnings from free spins? I have checked the bonus policy, and this is what I found:
1. General bonus terms for all bonuses – unless specifically stated.
1.8. Winnings resulting from a bonus or free spins that originated without making a deposit (i.e a "no deposit bonus" or "no deposit free spins"), are capped at €100 (or currency equivalent), unless specific terms are applied. Withdrawal requests of larger amounts will not be paid out and winnings in excess of €100 may be confiscated.
3. Free spin bonuses
3.1. The winnings generated from free spin bonuses are credited as bonus money and are subject to wagering requirements of 45 times bonus amount.
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
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2 months ago
Dear Nikkalawarren1234,
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.
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2 months ago
I understand your disappointment, and I agree that it would be frustrating for anyone to win £900, only to later find out that they could withdraw just a fraction of it. Unfortunately, this is a common practice with bonuses, as they often come with a cap on winnings. It's always important to carefully read the terms and conditions of a bonus before starting to play in order to avoid such disappointments.
Since there is no additional evidence to suggest that the casino acted unfairly, we will now close this complaint. I’m sorry we couldn’t be of more help on this occasion, but thank you for your understanding. Please don’t hesitate to reach out if you experience any issues with this or any other casino in the future. We’re always here to help.
Best regards,
Veronika
Casino Guru
