Duelz Casino - Player’s account has been closed due to a deposit sent from 3rd party payment method.

I have stupidly used my boyfriends account to make a trustly deposit because my bank account was having issues. The casino allowed me to deposit 430 overall without any questions asked. However, as soon as I win they then coincidentally throw the boom at me and suspend my account. If I hadn’t of won, how long would they have let me to continue to deposit. I currently have £7k locked in their account of winnings. I do understand asking for that back maybe a strong ask, however I do believe they should refund every deposited monies as this is fraud at the highest level. 

Dear Chlozza123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

„2.13. With regards to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use such credit cards and other financial instruments that are valid and issued by lawful institutions and that legally belong to you solely. The use of financial instruments whose ownership is shared with other individuals, is not tolerated and will result in voiding of winnings."

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

i understand them confiscating my winnings and have come to the unfortunate reality that they are gone, but they continued to allow me to deposit using this method. Surely in all fairness my deposits should ALL be refunded. How long would they have allowed me to continue depositing? It’s very coincidental that they wanna throw the book at me as soon as I have a win they have to pay out

Thank you for your quick reply, Chlozza123. The correct approach would be to refund all these deposits. However, your boyfriend is the only one who can request it. Unfortunately, we do not mediate such complaints further.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

So if the correct approach is to refund all deposits then why can’t you contact them and explain that. I feel I’m in a tricky position where I feel helpless as to why Iv contacted you. Cannot see how it’s fair how DUELZ have allowed me to continually deposit without a question, but then as soon as I win they throw the book at me.. if I hadn’t of won, they wouldn’t have said anything and would have continued to process my deposits. This is an outrage! It’s literally daylight robbery. I’m asking for you to do more

Please understand that this is a standard anti-money laundering rule and we cannot punish the casino for using it, nor we are in a position to ask for a refund of money that has been lost fairly in regular gameplay. As I have already said, we are not able to help further in such cases. It is impossible for casinos to check whose payment method is being used and you as a player have the responsibility to avoid depositing with someone else's card. I can only recommend that you always read the T&Cs thoroughly and never use a payment method that has not been issued in your own name.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.