Duelz Casino - Player’s funds disappeared after the account closure.

When I was going to withdraw my money, it didn't go through. I didn't want to throw it all away.

Then I received an email that I should verify myself then did this and also and asked them to transfer my money that was in cyberspace. They then deposit them into the game account again. I kindly ask them to deposit them in my bank account. I show receipts for the transfer and that I want them. Then I had to show salary papers etc. I felt more and more offended.

The ones I sent didn't arrive, they weren't pdf. I was pissed off and demanded they close my account and take my money to the bank. Now I'm sitting and can't get hold of them as I closed the account but didn't get my money 330 measly SEK. But which I still want. And when you close your account, they have no right to keep the money. In an account that does not exist. Disappointed

Dear Smilla80,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise how you communicated with the casino regarding your verification?
• Do I understand correctly the casino is still awaiting the pdfs of your payslips in order to complete the verification?

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

Best regards,

Tomas

Dear Smilla80,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent mine if I have shown income. But can only send as a foot, but they should promt have pdf and I don't have the opportunity to do that

Thanks for your reply.

Did you communicate with the casino via email? Did you submit your documents via email or via the casino website?

Did the casino explain to you why your documents were rejected? Could you please send me the correspondence between you and the casino regarding the issue? My email is tomas@casino.guru

I must have missed something. But the big ones. Looks

You what's going on.

Thanks for your messages. Did you send a bank statement where your income is displayed to the casino in the correct format? In what format do you receive your payslips from your employer?

I sent a picture on paper of my earnings also that I have sprinkled money from Modere via pdf. Still no money has arrived

Thank you very much, Smilla80, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Smilla80,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Duelz Casino to join the conversation.

Dear Duelz Casino,

Can you please provide information about the player's verification issues? What other if any documents are still needed for completing the KYC and AML process? If the information can't be shared publicly please sent them to me at michal.k@casino.guru

Will be good 🙂

Hey @Smilla80,

I believe our team is in direct contact with you to resolve the issue.

As far as I am aware, we are still waiting for some documents, as the ones we received so far are not adequate.

Please get in touch with the team directly. They are aware of your case and will be happy to help once we receive all the needed documents.

Thanks! :)

I don't happen to hold on. I'm tired of these now. In 2022 I was a personal assistant. Since then I have been at home with my children, my daughter fell ill and I work at home. And have care money to take care of my children. Until I have healthy children with an assistant, I can work again. My husband has a well-paid job and we are married and have joint finances. He sits next to us when we play. Many times I have been lucky.

Don't understand what more papers they want

Hey @Smilla80,

I am sorry to see that you are unhappy with our process, and I heard that you shared your story with the team as well.

However, they have asked for specific documents, and until we receive them in a way that they can be approved, there will be no action on our side.

I cannot help you further, as it's up to the responsible team to receive and approve your documents, and then make the decision accordingly.

Best,

Duelz

Dear Smilla80,

Can you please forward me (michal.k@casino.guru) all the documents that you have sent to the Duelz Casino for verification? We have to review them to see why the casino is not happy with them.

Dear Smilla80,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Smilla80,

As mentioned in my previous email, the casino security team has contacted you regarding the necessary documents required to complete the process successfully.

Please be aware that it is your responsibility to provide these documents to the casino team. Without them, we won't be able to proceed with your complaint.

Please let me know when you sent the documents to the casino security team, so I can check this with them.

I will extend the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, I will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.