Duelz Casino - Player's winnings are delayed due to additional verification.

Registred account and was asked to verify account with id and proof of adress which i did and i uploaded everything and my verification was accepted and i was then allowed to play and deposit. Deposited 80£ and won 680£. Made a cashout and exluded myself. After my withdrawal was never processed now for 3 days. They now asking for my selfies feom waist up and things like that. I wrote them and said i will not be sending selfies. They dont pay out and not even returning deposits. And it's been 3days now.

Dear Cels33,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process, and it is not uncommon for casinos to request additional documents even though you have been previously verified.

I would recommend that you fully cooperate with the casino and provide all the required documents as soon as possible. Players' selfies are often requested and we cannot force casinos to change their requirements and their verification process. Please, let us know when you submit the rest of the documents so we can proceed with this complaint.

Thank you in advance for your reply and understanding.

Best regards,

Kristina

They have confiscated my winnings and also my deposits because i have other exluded accounts. (

Your winnings have been confiscated due to the continuous breach of terms and conditions. A refund of deposits will not be granted as all funds are consumed immediately upon gameplay) I couldn't play i sent documents for verification and they verified me and let me play. I deposited 80£ and won 680£. Now they have confiscated everything even my deposits.

Hello. Do you have any update as its been 5 days?

Thank you very much for your reply, Cels33. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello. Close the case please.

Do I understand correctly that your issue has been resolved?

Dear Cels33,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.