Duelz Casino - Player’s struggling to withdraw her winnings.

I have pending $110,039cad for withdrawal. I won a huge jackpot but have deposited over $25,000 into my playing account.

i sent in all my documents to verify my identity as required from the payment processing department.

have not heard from anyine since last Friday April 30, 2021.

i need answers to status of my withdrawals and no one has replied to my numerous emails.

i need the funds ASAP to pay off my credit card which was used to deposit to play with.

Pls help.

p.s. This is the first time I’ve signed up with this online gambling site. I read reviews prior to joining and based on the reviews it seemed like a legit online site.

Jolie N***

Dear Jolie,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for helping me with my complaint

this is my first time withdrawing winnings. I opened my account for the first time on April 28th 2021

fyi, someone finally returned my emails yesterday asking to provide another proof of my deposits.

Ive already replied to their email and submitted the requested documents.

thanks.

again it’s a waiting game.

im just worried they will try to find a way to not pay me out my winnings

I fully comprehend your frustration, Jolie, but please bear in mind that the casino needs some time to complete the verification process.

I will set the time for additional 4 days (I'd like to give the casino two full weeks to check your account) and if there’s no development by Thursday, we will intervene. Thank you very much in advance for your patience and understanding. 

Ok. Thank you

Hello Jolie,

Have there been any developments since our last conversation?

I heard from a representative yesterday finally after 5 days of no correspondence. This was their msg.

Thank you for providing the additional documentation.

Please note, we are currently reviewing your account internally and once we have a resolution an update will be provided at the earliest.

Also note, as mentioned in previous correspondence, that we would need to complete the process of review to a satisfactory level of due diligence, prior to lifting any restrictions that may be in place on your gaming account.

Thank you very much, Jolie, 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.

Ok. Thank you

I will now try to contact the casino and let them know about your issue.

Ok thank you.

i really hope you can help me

can i ask, is there a fee for your services?

Dea Jolie,

We are still trying to reach the casino as we did not succeed yet. And to answer to your question - no, we do not take any fees for our services, they are all free.

Ok. Thanks for the update.

I have not heard from them as well and is now been 9 days

I hope anybody that sees our correspondence or looking for information regarding this online casino company steers clear to avoid the hassle and grief that I’m going thru now

Please advise. I just tried to log into my account today and it says I’ve been excluded. I NEVER requested this. I can’t believe my worse fear is now confirmed. This company not only has stalled to pay out my winnings of over 110k but scammed me of 30k in deposits. I deposited this much under the assumption that I won a large amount of money and was playing with winnings.

I would like to take action. Can you please assist how I can file a report with the gaming commissioners or what options I have to at least get my money that I deposited back.

pls note. I saved screenshots of all my pending withdrawals that was awaiting to be paid.

i hope you can help me.

thanks

Jolie

Dear Jolie,

We could get in touch with the casino through skype but we haven't receive any direct respond yet for the complaint. As you reside in Canada, you can ask for a support here https://www.mga.org.mt/support/. We will by also still trying to get some information from the casino but I'm pretty sure that the licencing authority can be even more helpful in your case.

I have some good news.

I finally got paid a little more than half of my winnings over the weekend.

However it took for me to message through the live help chat portal to find out they need it to verify my second credit card on file which I have now submitted and is pending verification.

Hopefully it will not take as long as it did to get paid half of what I have received.

I will let you know any updates at I get.

Dear Jolie,

I'm glad to hear that. Will be looking forward to your answer regarding the withdrawal.

Thank you for letting us know that your payment has arrived. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help. The complaint will now be closed.

Best regards,

Nick

Casino.guru