Duelz Casino - Player’s struggling to complete the account verification. The complaint was resolved after the player has been fully paid out. However, her account remained closed after that most likely because of verification issues.

Nearly 2 weeks I have been waiting for my winnings, I made a withdrawal for £2000 and left £1600 in my account. Withdrawal was pending and I discovered when I logged back into my account it says blocked. I have sent all documents plus more but they have ignored me on emails. To start with I got emails saying need more info to verify so I sent bank statements proof of inheritance etc they asked for payslips knowing I own my own company so wanted proof of income I sent bank statements with that too. Every time I go on live chat they say your priority but it’s still being reviewed. 2 weeks now ? I just want what’s owed to me and I not join there site. They shouldn’t accept deposits and no payout winnings. This is so unfair and never felt so frustrated and humiliated. I will take this further if not resolved as shouldn’t be allowed to get away with it. I don’t believe a percentage of those reviews as this wouldn’t happen. Been falsely mislead.

Dear Karen,

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.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

Hi I sent all documents to there request. Bank statements even ones that have nothing to do with my account. They want to now see bank statement from an account which is nothing to do with payments methods. I have sent it twice via link they sent and plus email. They said not received 3 days later. They also want a statement showing may-June 2021 which as I said sent but why I wasn’t playing on there site why is this relevant to them?

this has become so frustrating. I inherited money I sent proof of transaction with solicitors payment plus letters proving the amount and bank statements. Plus I own my own waste disposal company and proved that and bank cards, proof of address, passport ID I don’t know what more I can do.

regards

karen

Please can you advise in why they accepted deposits with no questions asked but when it comes to withdrawal it’s a different story. I understand totally they have to do checks I’m not disputing that it’s the fact is I keep sending them documents which they requested and then I hear nothing and so I send further emails so more abrupt and rude as frustrated and they reply and keep asking for more documents. I have not had this experience on any other site. I sent all documents and get verified but this company are doing there upmost to prolong the issue. They should verify at the start before deposits are made as not only they have kept that they also kept winnings and the money still in the account and block me with no explanation into why. I would chat on the telephone to explain but they have no contact number for support everything is done by live chat or email. I get the same response every time my account is in review. Really 2 weeks on? It concerns me that they have all my financial documentation and they ignore me. I asked for there surname who is dealing with my case for my own piece of mind but nothing. If this is data protection then what am I as I deposited with them and they have taken the money so they are liable too!

karen

Thank you very much, Karen, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Karen,

I'm Nick and I'll be assisting you in your case from now on. I'll now contact the casino and let them know about your issue.

Hi Nick

they have contacted me and want me to send statements again from may-June which I have done already but they want it again. I don’t understand why they want theses months? I wasn’t even with them then.

Dear Karen,

The casino informed us about the requested documents aswell and they need to clarify some details on your statement so I would recommend you to send them everything they ask for to make the process as fast as possible. Please let us know once you send all the documents they requested.

Hi nick

I did send the documents and it’s the same one I’ve had to send for the third time. They have now confirmed they received them.

thanks

Karen

I'll be in touch with the casino and let you know once I get more information from them.

Hi well let’s hope it’s good news as I sent everything now. I just want money owed to me £3600 and if they don’t want me to stay on there site that’s there decision. This has caused me utter stress backwards and forwards and emails being ignored. I just want it resolved.

thanks

Karen

Dear Karen,

Before I would ask the casino again the status of your verification I would like to ask you if you have any news for us regarding the case? Did they update your verification status? Are you now able to withdraw?

Hi

yes they have paid but blocked my account with no reason. But happy I got my money. Thank you for your help

Dear Karen,

I was informed that there was some misunderstanding during verification so that might be the reason of blocking your account but we are glad that they paid you out. I'll be now closing the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will try our best to help you out.

Best regards,

Nick

Casino.guru