Duelz Casino - Player has lost access to their account.

I am unable to login to my account and I have money in there

Dear Gamer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How long was your account active? Could you please advise if you passed the KYC verification before you lost access to your account?

Do I understand correctly that Can$100 (dispute value) is being held in your account? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

My account has been active for a few months. I had just deposited 100$ Canadian into my account so it’s without a bonus. I was never asked to do kyc verification.

Thank you very much for your reply, Gamer. Have you tried contacting the casino regarding this issue? Could you 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.

Dear Gamer,

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.

I resolved it

Dear Gamer,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru