Duelz Casino - Player's £12,000 winnings delayed and account closed.

they should have there license taken away. I have email proof of threats not to pay out unless I do this and that and when I’ve sent them what they want they don’t reply. They owe me £12000 and it’s been over a month. I can’t explain the untold stress they cause. If they don’t pay they will be taken to court. And I won’t stop untill they have lost there gaming license and have been shut down. I’ve got about 40 emails from them 70% auto respons. Was trying to find the one where Bonnie threatened to take my winnings if I didn’t comply. Also they closed my account to try cover it up but I have a picture of my £12000 win. NEVER EVER USE THIS SITE UNLESS YOU WANT UNTOLD AMOUNTS STRESS.

Dear matthewlowry,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hey mate

so I will fully verified last year when they payed me out £20k. I won the money on live casino ( monopoly big baller ) £12700 to be exact.

there was no active bonus on my account. And I’ve played there for around 1 year.

honestly getting blood out of a stone would be easier then getting my winnings.

thanks Matthew

They asked where my money had come from. Which I sent bank statement off and they could see that I had been payed from A1grab hire and winning from corals in shop bookies.

they sore my mum had sent me a couple of bits of money. And then got my mum involved asked for her id and bank statements after sending that which is think is very strange. They asked for my mum to take a selfie holding my bank statement which I’ve sent to them and now no response from them.

Hi matthewlowry,

We have tried to contact the casino repeatedly in the past but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (petronela.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Hey mate

right so I was in coral bookies last night and I no a few people in there one said to me go on Google maps and type in Surplay. They declare they don’t have a contact number there company is on Google maps in Malta with there address and guess what else is on there , there phone number so I’m going to try and call but I need to use a phone that allows me to call outside the uk. Please find attached a screen shot with there number for all other people who come to you with a problem with this casino.

i can’t find how to attach a photo so here is there phone number : +356 27037331

Hi matthewlowry,

I hope your attempts to contact the casino will be successful, as ours were not. Are you considering filing an official complaint with the Licensing Authority as well?

Thank you.

Hey

yes I’m going to give them till Friday to pay out and then I’m going to go to the gaming commission. My lawyer , and contact every single website that pushes players to play there to blacklist them.

Hi matthewlowry,

Please let me know once you submit an official complaint.

Thank you.

Hey mate

after 3 months they have payed out and case can be closed but I would never advise anyone to play on there site.

thanks Matt

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, matthewlowry, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru