Duelz Casino - Player requests a refund.

I have contacted you about my sons unauthorised access to my account who thiugh he was playing a game he is 8 years old and is autistic but games and numbers are his thing I've explained yo yourself that he has used all of my benefits money unknowingly.... I emailed for your support and you instantly self excluded my account and said someone would email me back but now I have no reply and not able to acces the accout

My mental heath had taken a massive hit, I know you could say this is my fault but I am exhausted and left my phone whilst I slept which my son rarely does I don't need my account back I just want some support to get my money back in order to survive for the next month to feed my 3 children please help

Dear Amandaw2409,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duelz Casino.

Please understand that I do not work for Duelz Casino but for Casino.Guru which operates as an independent website. I do not have access to any information about your account.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long you are a player of the casino? Do I understand correctly your son accessed the casino using your device and was logged into your account while playing?

Do I understand correctly the casino blocked your account? Was there any withdrawable balance on your account prior to account closure?

Thank you very much in advance for your reply.

Best regards,

Tomas

I have been a player of this site for about 6 months, on and off I am not a big player just something to pass the time now and again,

My son got hold of my phone when I was sleeping and as maybe now stupid have all passwords presaved in my phone for quick and easiness the last app I had opened was duelz he clicked on it and just followed the promts to deposit now which linked him to my paypal and he kept adding money and drained my paypal of £1379 which is where I had put my benefit money so I allocate myself an allowance each week to keep ontop of my money

I emailed duelz to explain the situation and the financial difficulties this has left me in they replied someone will contact you but we have self excluded you from the account

Could you please advise if you had a deposit limit or other responsible gambling tools set up on your casino account at the time of the incident?

No I don't think I did as out of control gambling has never been a problem of mine I know my limits and what I can and cannot afford ice never felt the need to set up limits I would of thought an account seeing over £1300 being deposited in such a short space of time they should of stopped this

I am sorry to hear that. The casino has no way of knowing it wasn't you who played on your casino account if it was made from your account on your device, or that it wasn't you who deposited these funds if your Paypal was used. As far as we know, relying on the casino to detect you are suddenly depositing in excess, cannot be relied on for customer protection.

Please let me know if there is any other information we haven't considered, otherwise, we unfortunately cannot help. I'll await your reply.

Dear Amandaw2409,

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.

Well you last stated you couldn't help not much point in me replying I'm juat searching help from other places

I am sorry we could not be of more help on this occasion. I wish you good luck in your efforts.

Please do not hesitate to contact us if you run into issues with any online casino in the future.