Duelz Casino - Player's verified account was disabled.

Hi, so I opened an account with duelz and it asked me to verify.. I done this and it said all verified nothing else to upload at this stage.

i won and withdrawn £300. Then they emailed me asking for documents! I sent a utility bill; they declined saying was screenshot. I sent another and declined this. I sent a bank statement and said wasn’t PDF, I then sent another in PDF.. I just got a bonus game on £2 bet on clover gold and next thing they disabled account from playing!! Account is verified!

Hello bellarose21,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Duelz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did receive any confirmation of the successful verification? What kind of bonus did you receive? When was the last time you spoke to the casino and what was it about? Did they specify the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Unfortunately they don’t send emails saying verified but as can see in the picture it states nothing else to upload. They told me when uploaded a proof of address they would approve the £300:

told me this was accepted now the requesting a bank statement showing transactions, name, address, account and sort code and Iban number in PDF.: baring in mind this wasn’t easy giving the face statement isn’t released yet for yesterdays so had to ring the bank: I done this now the requesting a selfie of myself holding passport with full arm in view!!

done this.. still no further forward either rejecting saying it’s not correct I mean how else can send other than PDF format and a selfie of myself and face / passport with full arm in view!

feel like it’s mrvegas all over again.

I won the money on different games.

i won over £500 on clover gold bonus - withdrawn £300 then continued to play. Got another bonus on clover gold on £2 bet then it stopped me from playing and said suspended playing games until account verified which it was!

I can access the account and see balance but can’t play games or do anything with it. They’ve had bank statements multiple times, showing transactions, picture of bank with details on it, utility bills x3. Bank cards and selfies! What more do they want?

says currently processing withdraw - no the not as they’ve emailed me requesting a million more documents! How do websites get away with this? Had I of known it was black listed I wouldn’t have joined! Disgusting! Seen complaints all over about this saying don’t approve documents!

So they’ve now emailed me saying may request more documents for verification later but they’ve paid the £300. Not in bank as of yet and mine is instant.

also my games are still disabled - so not able to play my bonus I landed on clover gold! If my account is verified and paid the winnings out apparently then why are my games disabled? I want to play the bonus I got.

Still don’t have funds. And they’ve emailed me saying the documents are fine and verification is ok at present but they have disabled playing games whilst they doing review.

sorry but if they paid out the £300 and accepted documents what is there to review?

They said once this is done the bonus will be paid out. Assuming it was a good win hence why they won’t put my games back on so I can withdraw the rest of my funds in balance and from bonus.

Ok, so they emailed me saying paid remaining funds in account £69 and decided to close account and don’t feel I earn enough money to gamble and when I get a job basically - to then provide proof of income. I do work:

but more so, they didn’t pay out the winnnings from the bonus I landed. Assuming was a big win as it’s a good game and bonus on that game same bet prior to that was £500. So they paid the £300 and £69, didn’t let the bonus play or pay out the funds from the bonus on clover gold £2 bet.

I want my bonus money paid into my bank aswell.

??? They closed my account and refused to pay the bonus out which I’m assuming it’s a good win! How are they able to let me deposit and play, pay my winnings out and the £69 balance but refuse to pay the win from the bonus.

Hello bellarose21,

Do I understand it correctly that the casino paid out £369 which was your total balance? Also what kind of bonus are you talking about, how can you assume that you win big from a bonus - does it mean you did not play with it or how can I understand that?

Yes. So I got a bonus on clover gold £2 bet.

the previous bonus I had on that game the win was over £500.

but how can they pay me the withdraw and what was left in the balance but refuse to pay the bonus round out? They stopped it and froze games before it played.

why else would they do that unless it was a decent win?

So basically they decided to close my account as feel I don’t earn enough money. I work and also get benefits. Either way they should have let the bonus play out as they states they would pay out the win from bonus. But they paid the £300 withdrawal and the remaining balance I had before the bonus played and before they froze my account.

then told me they wouldn’t be paying the bonus game out and closes account.

on what grounds? I land a bonus then they money is mine!

Hello bellarose21,

I'm sorry but there is no possible way to complain on hypothetical winnings. If you did not play that bet you can't assume that you would win or not. Also bonuses are a good will of the casino and it is completely their decision whether a player receives it or not.

It would be a much different case if the casino would refuse to pay out your winnings from the bonus but there were basically no winnings.

Also if you had no real money balance left on your account, any casino may close your account without any reason given.

Is there any way we could assist you? If not, we will be closing the complaint.

Bonus? I’m not sure you are understanding.

I deposited with my own money .. wasn’t no good will or anything free. I was playing on clover gold on £2 bet and got 3 gold coins which is the bonus on the game. They stopped it going ahead and blocked account. No I don’t know how much I would have won because they wouldn’t allow it to play. They sent me my £69 balance and didn’t pay out what I would have won from my bonus game.

I had £300 withdraw with at this time was pending and £69 on the account which was also my money. I never received any bonus money or free spins. I got the bonus on clover gold with my deposited money.

Hello bellarose21,

Still, never ever a casino will pay out hypothetical winnings. Can you please clarify those pending £300? Since when it is pending? Is the casino willing to pay that out or they did not mention it?

I seriously don’t think you have any idea what I am talking about.

if I get a bonus on a game then I expect it to play out. If I win £2 or £400.. it was my deposit money and my bonus. Nobody knows how much it would have been but clearly a reason they stopped it from playing.. then closed my account down.

It’s not hypothetical winnings.. I landed a bonus on a game with money I deposited! Was no bonus money or free spins! They stopped the bonus from playing and closed my account. So nobody knows how much that bonus would have paid! The last bonus I had on that game on same bet was £560! So who’s to say I wouldn’t have won that much or more?!

It doesn’t matter. Meant to help people: still never received my £6500 from mrvegas either. I don’t understand how these websites are allowed to be open when literally rob you blind! We deposit and play with our own money.. accounts get closed with £6500 in.. and this one gets closed without reason and didn’t allow bonus to pay out or funds sent!

but not much help on here. Never helped with the £6500 or the money from this casino.

Hello bellarose21,

I'm sorry but I still do not understand how can you assume how much would you win and request that amount from the casino. If the spin never happen, you have no winnings, no matter how much did you win in the past with it. It's like you would buy a scratch card with a possible win and request them to pay out the winnings before even using it. It never work and will never work like that.

As per your previous complaint, it was closed in your favor and the casino got punished based on that. However in this case, if you had no remaining balance left on your account, the casino had right to close it without any reason given.

The complaint will be now closed for the above explained reason.