A player from the United Kingdom had deposited over £5000 in the casino; his account was unexpectedly closed, and he then lacked a channel of communication with them. The player's account had been fully verified, but he had no remaining balance and hadn't won any money. We confirmed that the casino had had the right to close the account without providing a reason, and since the deposited balance had already been lost, there was no possibility for a refund. As there was nothing further we could do, we had to close the complaint.
Duelz Casino - Player's account closed after a £5000 deposit.
Amount: £5,000
Duelz Casino
Safety Index:Above averageSafety Index
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7.7
Duelz Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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10 months ago
Let me
join and deposit over £5000 then close my account and no access to contact them
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10 months ago
Hello lauren4395,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Duelz Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you have any remaining real money balance on your casino account when it got closed? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Yes my account has been fully verified since I joined, I had no balance in there I’ve never won nothing, they just closed it I would want my deposits returned
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10 months ago
Hello lauren4395,
As long as you had no remaining balance left, the casino had right to close your account without any reason given. If your deposited balance was already lost, there isn't any possibility to refund as there is no reason for it.
Unfortunately, as there is nothing else we can do in this matter, we will be forced to close the complaint.
Best regards,
Nick
