Duelz Casino - Player’s account has been closed.

Have been playing on this casino for about couple of weeks now. A deposit limit was set as a normal procedure and so I wasn’t able to make a deposit. The site gives you 10% cashback so before the deposit limit was set I played a fair bit to gain a good amount of cashback. The cashback should have been deposited to my account today which is Friday by 12 noon.

Rather then receive my cashback my account has been closed pending further verification. My problem is why wasn’t anything requested prior to the day my cashback was supposed to be paid out. I’m now not able to attach any verification evidence as I can’t access my account to upload it.

i am within my rights to request cashback as I played knowing I would gain 10 percent return. I have contacted the casino several times but they have failed to respond..

They are free to close my account after paying out my cashback as otherwise they are defrauding the system. When one plays with the knowledge of a return you naturally deposit a little more, my deposit was of concern so they put a limit on a few days back which I accepted. But to block me on the hour of my cashback seems rather fishy!

Dear Zidanesluck,

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. Have you redeemed any cashback bonus in this casino previously? Are there any funds being held by the casino other than the cashback bonus?

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

Best regards,

Petronela

Hi

yes I received cashback the week before. No other funds are being held. I continued to deposit and play and then a deposit limit was set, which was fine by me, few days on on the Friday my cashback for that week was due.But my account was suspended. Clearly it wasn’t suspended before that as a deposit limit was set. It is clear that due to my cashback being high in value the Casino chose to suspend my account.

I am within my rights of demanding the cashback as the agreement was made prior to me depositing where I was told I would receive cashback and had received it the week before that. The casino and I were fully aware of this. My account was suspended on the very day that my cashback was due, extremely obvious that the Casino didn’t want to pay out.

Thank you, Zidanesluck, for your reply. Could you please advise if you requested deposit limits or if they were enforced by the casino?

They were enforced by the Casino. Why are you asking me the same questions over and over again, are you not reading my emails. I’ve explained clearly that the casino had set a deposit limit and so all was fine and a few days on when my cashback was due my account was blocked. It’s extremely obvious that Duelz did not want to pay my cashback and so blocked my account on that very day.

I do apologize for asking things that are obvious to you, but unfortunately, unclear to me. Now I understand that the casino has been trying to limit your play and not the other way around.

Please understand that if your casino account has been blocked and all the winnings paid, there is not much we can do for you. Casinos are not obligated to reward their players with any promotional offers and bonuses may be discontinued at any time.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

My deposit limit was set a while before. The cashback was not paid cause I should have been paid a hugh sum. Meanwhile all I can say is that DUELZ Casino is a waste of time and money! Cheaters plus frauds that make customers deposit thinking they will be paid cashback but instead have their account closed!

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint as unjustified. Thank you for your understanding.