Duelz Casino - Player’s struggling to complete the account verification.

I sent my passport PayPal ID with address I even screen shot the deposit amount I told them I don’t have a bank account and I can’t send utility bill dated within 3 months because I’m staying with a family member they are being very difficult they told me if they can’t verify my account the money will go straight back into my player account but instead they blocked my account

Dear Jamal,

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.

Do I understand correctly that providing a utility bill seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

hello no I didn’t send any other documents I explained to them I don’t have a utility bill because I have been staying with a family member for the past few months

Have you been offered any alternative method to verify your address then? Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Hi no I haven’t been offered a alternative method to verify my address they are being difficult

Thank you very much, Jamal, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Ok thank you

Hello Jamal,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Duelz Casino to join the conversation and aid in the resolution of this complaint.

Duelz Casino, could you advise on an alternative for proof of address that would be acceptable in this case?

Hello yes I would like Duelz to be invited to conversation I sent a credit card statement yesterday to them my name and address is on there

Dear Jamal,

I have so far received no response from the casino, I will attempt to contact them once more.

We would like to ask Duelz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Ok

Hello Jamal,

I have made contact with the casino via Skype and your complaint is still being discussed. I will extend the timer and update you here when I have more information.

Hello ok

Dear Jamal,

The casino has stated that your account has been closed and your deposits refunded due to registering multiple accounts. Can you please clarify if this is the case?

Yes I did get back my deposit money I didn’t have multiple accounts they are lying the just didn’t want to pay the p Profit that I won

Dear Jamal,

The casino has stated that you have more than one account but is only able to provide evidence to their official ADR service. As such, there isn't anything more we can achieve. I therefore recommend you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) and submit a complaint to them. Please let me know when you have done this (or if you need help doing this) and I will close this complaint as 'Waiting for the regulator's decision'. When the ADR service reaches a decision we can update this complaint accordingly.

Best regards,

Adam

Hello I’ve sign up

Hello Jamal,

Just to clarify, have you submitted your complaint to the IBAS? Have you received any response?

This is what there response was

Before we can consider the issue, you will first need to explain to Duelz customer service that you are coming to Ibas and we have asked you to get a final decision to demonstrate that you have completed their complaints procedure. 

We can’t proceed without this

I can’t contact Duelz because account is blocked and u have to be signed in to do live chat would u be able to let them know

Hello Jamal,

I would suggest contacting the casino by e-mail here: support-uk@duelz.com and copying in the response you have from IBAS.

In the meantime, I will also speak to the casino and let them know.

Please continue to keep us updated.

Kind regards,

Adam

Ok I will keep u updated thanks

I hope this email finds you well.

Regarding your complaint, please consider this our ‘final response’ on the matter, we consider our decision final and hence, this matter to be closed. While we understand that you might have hoped for a different outcome, we thank you for your understanding and wish you the best in your future endeavors.

Please be informed that as part of our internal procedures, our team has reviewed your activities on our website since registration. Our system has noted that there are multiple accounts registered from the same address.

Upon registration, you have acknowledged that you read and accepted that only one player account for each household, IP address, and device is allowed. Due to this breach of our Terms and Conditions, your winnings cannot be honored. As a gesture of goodwill, however, we will shortly return your deposit of £70.00.

Regards,

Regards,

Morena

Duelz UK Support

I don’t have multiple accounts

I only opened one account

Hello Jamal,

You can now contact the IBAS to submit your complaint and include that e-mail from the casino as the "final response" that was requested.

They can then consider the issue and investigate further.

Please do continue to keep us updated as to how they respond.

Dear Jamal,

Have you now successfully submitted your complaint to IBAS?

Kind regards,

Adam

Hi yes I did

Hello Jamal,

Thanks very much for the update. As we are awaiting the outcome from the official ADR, I will temporarily close this complaint with the classification "Awaiting regulator's decision".

When the decision has been reached, we will re-classify the complaint as appropriate.

Please keep me updated and let me know when you receive a decision by contacting me at my e-mail (adam.m@casino.guru).

Kind regards,

Adam

This complaint has been reopened at the request of the casino.

Dear Jamal,

The casino has informed me that the ADR has made the decision in their favor regarding this matter. Can I ask you to please confirm this information?

Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear Jamal,

Thank you for your response. As the ADR service has decided that the casino operated according to its terms and conditions regarding this matter, the complaint will now be rejected.

Kind regards,

Adam