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

Monday in the early hours I joined Duelz casino I deposited £30 and took 100% match played this and lost 

I specifically clicked on verification tab and it stated no documents required at this time 

Deposited further money without any bonus and started to win 

Then withdraw £1002 exactly it moved from pending to quickly 

Within 3 hours of withdrawing I then received email from verification team asking for proof of identity and proof of address only and to upload it via there verification upload on account or to email original copies .

I then replied to the email instantly uploading driving licence , copy of payment card and sent them a PDF British gas bill 

I received no response that day despite numerous emails and live chats usally I expect a few hours to check and verify 

I then proceeded to upload them via the upload tool on website I was directed to hooyu a third party verification site they use this then asks me to upload proof if liveness check selfie proof of address then payment card all uploaded then strange hooyu asking for ewallet proof ? I deposited using a Visa card the email Duelz sent Requested only proof of I’d and address not even payment card but account upload did then it says please also upload depositing bank account statement . 

Two issues 

I did not deposit using e wallet or via bank transfer I used card this requirement is set by Duelz they clearly forgot to turn this request off for my account second I can’t upload a bank statement showing deposits as when they charge my card it sits pending on bank for a few days till the claim it and my bank issues statements every 30 days also this was not askjed for in email and clearly a mistake 

Second the utility bill sent to them by email downloaded from British Gas (most uk bills are issued electronically ) won’t let me upload via hooyu it wants me to take a picture of the bulk which I don’t have however it will allow me to browse for files for all the rest of the documents strange ! 

I have been in there live chat numerous times I have emailed there verification and support informing them of theese issues in have sent everything required and requested they are supposed to verify accounts when you registered and not split ask for if when withdrawals Are requested 

They have not responded to me completely shown me a disrespect and ignorance they have bad rating online for this very issues across all sites they operate 

I just want my account verified snd my £1002 in my account 

Dear xconnor2022x,

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 payment method 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

Sorry they have resolved everything this morning and paid my winnings out after informing them of opening cases with you and ask gamblers

further to my above response I ahve withdrawn £2000 in total now successfully and now the account was working last night fine and all verified I have just tried to log into today to my account (30/12 at 17.00 and got a message saying I have excluded myself from Duelz

I have not asked or excluded myself at all ?

I would now like my account re instated and a explanation to what’s going on

Thank you very much, xconnor2022x, for the update. Could you please advise if there are any funds being held by the casino or if all the winnings were paid before the account got blocked?

Winnings have been been played they have self excused due to me not working effectively discriminating against someone who cannot work due to caring and disability there terms do not state u need to be working to gamble they have failed to consider this or any offer of documents to prove I can afford to

I'm sorry but I do not understand. How much was your active balance please when your account got blocked? Is there any relevant communication that would shed some more light on this situation? My email address is petronela.k@casino.guru.

Sorry for the misspelling

the issue started with with verification .. when a withdrawal of £1002 was made this was emailed they took days and ignored me

the account was then verified and withdrawl processed

then a few days later they asked me a self assessment which I filled in And they then excluded my account they have since stated I can’t gamble because I’m not working .

I can’t work due to disability and caring myself .

there terms do not state or neither does not the uk gambling commissions make a conditions of people gambling who are employment

the LCCP 3.4 no indicators either

they have self excluded me ok discriminating grounds

i belive they self excluded due to my run of good look

Connor

I understand better now, xconnor2022x. Please bear in mind that any serious casino has obligations to its players and the best practice is to allow only those players who can afford it to continue playing. In other words, if during the assessment you mentioned that you do not work or do not have a regular income, casino did the right thing by blocking your account. These practices make gambling sustainable and more responsible.

Furthermore, if all the winnings have been played and there are no funds being held by the casino, I'm afraid we won't be able to help you to reinstate your account. I hope you understand.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply.

I do have a regular income

I understand, xconnor2022x. Maybe you suggested in one of your interactions with the casino that you do not wish to play anymore or maybe your income is lower than your deposits. Once again, if the casino doesn't hold any of your winnings or deposited funds, we can't force them to reinstate your account.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.