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

Hello so Iv been playing with dulez but never withdrew till I won 12000 so I withdrew them 46 days ago o got an email saying they need source of funds so I sent them the exact source of funds like I send to the other casinos Wich was never a problem fast forward to now there ignoring me closed my account and apparently there is still

no update, no casino has ever done this to me I told them that I just want my funds and close my account, now no reply’s I don’t know what to do, also I have all the evidence and emails to dulez,

Dear Basma111,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the Proof of Income 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

thanks for your reply

I understand the kyc is important but Iv played with so many casinos and never this long, they have verified my ID Address, when I withdrew they started asking questions and I provided everything regarding that and it’s been over a month, and the just ignore me and previously they just say no update normally casinos take max 7 days but not over a month, I have all the emails to them also

Thank you very much, Basma111, 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.  

Hello Basma111,

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 participate in the resolution of this complaint.

Dear Duelz Casino,

Can you please provide an update on the status of the player's verification and advise on what may need to be done to complete the process?

Kind regards,

Adam

All they have done is for some bizarre reason no one emailed me they just refunded my deposits I emaild them saying where are my withdrawals no answer

Thanks for the update, Basma111.

Dear Duelz Casino,

Can you please explain why the player's withdrawals have been canceled and their deposits returned?

Kind regards,

Adam

Hello everyone!

Unfortunately we cannot share any information regarding a players case due to GDPR but we are aware of your case @Basma111.

However our team is in touch with you and you should also get a final reply today, or tomorrow.

Kind regards,

Duelz

Thank you for your response, Duelz Casino.

Dear Basma111,

Have there been any developments? Has the casino made contact as stated?

Kind regards,

Adam

Hello yes they have but they issued a refund after 2 months with no explanation as of why, just said they refunded the funds,

I would have appreciated a email with reasoning to why,

Hello Basma111,

Are you stating that your winnings have now been returned to you? Do you now have access to your account?

Please clarify the situation.

Kind regards,

Adam

Dear Basma111,

Please let us know if the issue has now been resolved.

Kind regards,

Adam

Dear Basma111,

Please respond and confirm if you have received your winnings. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear Basma111,

As we have had no further response from you, the complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam