Duelz Casino - Player's unable to withdraw his winnings.

I’ve won’t just over 4000 and they will jot respond and will not pay me my winnings

Dear vdq66nfkrh,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can better understand the situation. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Tomas

Hey,I deposited using trustly and upon t trying to withdraw my bank is magically now not on the list of selected banks trustly use………I’m in the process of verifying atm and have sent my documents and am waiting fo a reply from the site. Thanks for taking on my case and helping! I appreciate it! Thanks

gerrard

Dear vdq66nfkrh,

Have you received any reply from the casino regarding your verification? Were you able to withdraw from the casino using trusty or any alternative payment method? Please let me know if you require further assistance.

I contacted trustly and was told they are not able to do anything and weren’t intrested in helping at All! I’ve submitted my documents in multiple ways but the site freezes or kicks me out when I try and submit my photos of my card and I’ve submitted it through live chat twice to which there ignoring

There obvioussly scammers

Now my account is suspended and they’re making it IMPOSSIBLE to submit my documents. There saying oh yeah it will

be no problem to withdraw straight after verified, but ITS IMPOSSIBLE to verify because they make some new way that you’ve done it wrong every time

?

Dear vdq66nfkrh,

I am sorry I couldn't reply sooner.

What documents seem to cause issues for you in order to complete the account verification? Would you be able to forward the relevant communication between you and the casino to my email tomas@casino.guru?

Dear vdq66nfkrh,

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.

I’ve replied via email

Thanks for your emails. Do I understand your account is still suspended with no option for you to submit documents? Please let me know.

Yes still suspended and I just received this!

What happens now? Is there any way I will receive what they owe me??

Thank you very much, vdq66nfkrh, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi vdq66nfkrh,

I've just reviewed your case and fully understand your struggles with the withdrawal process. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.

I'd like to invite Duelz Casino to join this conversation and participate in resolving this complaint. Dear Duelz, can you please provide us with more information regarding the case? Can you please specify the reasons for the suspicion of the player's account? Have you received all the documents from the player or anything's been missing?

I'm looking forward to hearing from you.

Best regards,

Natalia

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So whats happening

Hi vdq66nfkrh,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Duelz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear vdq66nfkrh, it's been a long time, however, we have just received evidence from the casino that the casino approved your withdrawal request on 12.04.2023. Could you please confirm if you received any payouts from the casino after the complaint was closed?

Dear vdq66nfkrh,

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.