The player from United Kingdom's nephew accessed her bank account, deposited £1600 into Duelz casino, and lost all the funds. The player contacted the bank and the casino but received no assistance, and now her attempts to communicate are being ignored. The complaint was rejected as it is not possible to prove who deposited into the casino and the player's can' t request a refund once the money is lost.
Duelz Casino - Player's deposit lost due to unauthorised access.
Amount: £1,600
Duelz Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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11 months ago
My nephew got access to my bank account and deposited £1600 into a duelz gambling site account t which he set up fraudulently and gambled and lost all of the funds. I contacted the bank but there was nothing they could do and duelz will not assist in refunding or helping me with the situation apart from closing the account which I am grateful of. The funds were for my mortgage which I have to pay tomorrow and I am worried sick and it’s causing my anxiety to be through the roof as I do suffer from mental health issues. I have replied to the email duelz sent me on multiple times but they are not answering me anymore and I cannot get them on chat as they have locked that. They never did anything tp notice a problem as they seemingly let my nephew carry on playing
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11 months ago
Hello wilkoflower,
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 who is the owner of the casino account which used your bank account to deposit? Is there any way to prove that your nephew deposited into the casino and not you? 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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11 months ago
Hi the account is in my name but I cannot prove that he deposited only for the fact that he got into my account and transferred the funds without my knowledge.
the casino have contacted me and referred it to their seniors and have promised to come back to me tomorrow
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11 months ago
Hello wilkoflower,
Unfortunately, it is now entirely up to the casino whether they refund anything or not but from our point of view, the money is lost as anybody could claims such thing after losing money in any online casino.
I'm really sorry but without any actual evidence, our hands are tied. Please be sure to never give out any payment method information to 3rd parties to assure the safety of your money.
Best regards,
Nick
