Duelz Casino - Player’s struggling to receive his winnings.

I had won about $4000 which I was so excited about as it was a random drop prize I somehow won, anyway turned it into about 24000 which in random amounts I withdrew, they very quickly replied saying they had accidentally paid out in pounds instead of nz dollars which both parties agreed my winnings would be halved. They tell me they would be in touch which I stupidly believed😵 months passed while I would send random emails and chats through duelz casino, until I finally stopped getting any reply... Then when I finally got someone on chat they had no idea what I was talking about no proof of anything AND ALL MY EMAILS TO AND FROM THEM HAD SOMEHOW DISAPPEARED🤯I have absolutely no proof of anything other than all the people that I had showed off to everytime I either withdrew or had a big win, so embarrassing that I had told them this is an awesome casino, but I honestly thought they were legit as I had withdrawn a few times before. Is there any way you can help after this long I'm so embarrassed I thought just be patient it will come, i should've listened to my parents and nagged from the start.... PLEASE HELP ME🙏

Dear gunnt535,

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

Please allow me a few questions so I might better understand the situation.

Could you please advise if you still can access your account in the casino? Have you requested the withdrawal after you reached an agreement with the casino or are the winnings on your casino balance? Could you advise if you still have access to outgoing emails from your inbox? Could you please tell us when exactly did you win in the casino?

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

Best regards,

Tomas

Dear gunnt535,

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.

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.