Duelz Casino - Player’s bonus winnings have been voided.

Good evening

I recently deposited £100 and have a matched bonus. I played a mini bonus hunt with real cash only like all other casinos and didn’t use bonus funds to play and then close at a later date. Attached is a detailed bet by bet list along with my comments and on the other tab my bonus hunt spreadsheet which is shown below.

Basically I landed 4 bonuses rounds with my real cash and I wanted to open them later in the day. These were

danger

who wants to be a millionaire

lil devil

raging rhinos megaways

I also hit a bonus and opened it later but while in my real money balance and that was added to my balance

I have also attached your bonus terms and have provided my comments. Please see a breakdown of these.

Here are my quick comments in red

1.0

We assess each breach of our rules on a case by case basis, and we retain the right to reset the account balance to its status prior to the breach, if we deem the breach was made with fraudulent intent.  

If this is the case, I have never been offered this

"Real Money"- is the money that you have deposited or winnings from the money you have deposited. This Real Money is unrestricted and can be withdrawn at any time (pending general regulatory obligations). However, during Promotions or with Bonuses, you may be required to wager the Bonus or winnings from Bonus spins before you are able to withdraw the full amount. This means that if you withdraw your Real Money before the Wagering Requirements have been met, you will forfeit your Bonus and any winnings from this Bonus.

This term has not been adhered to in my case.

c. Once your Deposit Bonus has been claimed, your funds will be used in the following order: 1/ Any real money deposited funds required to trigger the bonus 2/ bonus funds 3/ any remaining funds.

My wins that I make reference to are clearly made with real money prior to the bonus activating and therefore should be available for me to withdraw

g. If you forfeit your bonus, all bonus money is lost and any real money balance will stay in your account.

This has not been adhered to.

m. In case of breaches of these General bonus terms, or the specific terms related to a bonus or a promotion, we reserve the right to reclaim the bonus element of such offers, void bets, and winnings made

That is fine however a) I have not breached any terms and the money you have reclaimed are real money and not bonus money

n. It is not allowed to attempt to build up value inside a game while playing with an active bonus, and then leaving the value in the game and redeeming it after the active bonus expires and the wagering requirements no longer apply. Such behaviour is considered fraudulent and any winnings will be confiscated.

That is fine however a) I have not breached any terms and the money you have reclaimed are real money and not bonus money

Basically what I see – you can either credit my wins with real money in the value of £166.69 or return my original withdrawl amounts.

Please be aware I will be posting this complaint on askgamblers, thepogg.com, casino.guru, casinomeister.com & trustpilot

I would appreciate your urgent response to resolve this.

Dear Mathew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your bonus winnings have been confiscated due to a bonus rule violation while you suggest that you have played with real money only.

Please understand that casinos consider real and bonus money to be one package from the point a promotional offer has been activated. It doesn’t really matter if the real money is deducted first or bonus money instead. From the point any bonus is activated until a withdrawal is requested, all the bonus rules must be followed as your bonus is active during the entire session.

Could you please advise which exact rule has been allegedly breached?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

No this was real money winnings and nothing to do with bonus funds

I don’t know - I have read all the terms and any winnings that are made with real cash can be withdrawn at any time - see there terms and my comments

Furthermore if you play and win with real cash that should be credited and then be available to withdraw as per the terms above

if I won money with bonus money after the £100 had been used I would understand

the fact is they never credited the money back in the account and I couldn’t even play on!!!

I understand that since the real money is wagered first you believe that your winnings have been accumulated without a bonus. However, you have mentioned earlier that you deposited £100 and have a matched bonus, is that correct?

Yes it was - there terms state that any winnings from real cash can be withdrawn

Real Money"- is the money that you have deposited or winnings from the money you have deposited. This Real Money is unrestricted and can be withdrawn at any time (pending general regulatory obligations). However, during Promotions or with Bonuses, you may be required to wager the Bonus or winnings from Bonus spins before you are able to withdraw the full amount. This means that if you withdraw your Real Money before the Wagering Requirements have been met, you will forfeit your Bonus and any winnings from this Bonus.

This term has not been adhered to in my case.

c. Once your Deposit Bonus has been claimed, your funds will be used in the following order: 1/ Any real money deposited funds required to trigger the bonus 2/ bonus funds 3/ any remaining funds.

My wins that I make reference to are clearly made with real money prior to the bonus activating and therefore should be available for me to withdraw

g. If you forfeit your bonus, all bonus money is lost and any real money balance will stay in your account.

Dear Mathew,

Could you please advise if you have completed the required bonus wagering?

No

You haven't completed the bonus wagering requirements and your winnings have been confiscated, is that correct?

Yes

I'm sure you have checked the general bonus terms and conditions already https://www.duelz.com/en/bonus-terms:

"The bonus balance is locked until either the wagering requirements have been met, your bonus balance is lost, the bonus time period expires or you choose to forfeit the bonus."

"Your bonus balance will be converted to real money as soon as the wagering requirement is met."

Please understand that you won't be entitled to any winnings if your bonus wagering requirements haven't be completed.

But I won it with real cash which states in the terms is withdrawl able

As I explained earlier, as soon as you activate any promotional offer, your real money and bonus funds become one package, and bonus rules must be followed at all times.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

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. We are here to help.