Duelz Casino - Player's winnings confiscated and account blocked.

Hello, it's been about 2 months since they blocked my account and refused to pay me my profit. They accused me of violating the bonus compliance rules. I am not a game and have never claimed their bonuses and they can clearly see that in their history. But they still haven't asked for my money and they stopped replying to my emails. They owe me £1200. I'm asking for your help so that I can get the winnings that they didn't send me and they confiscated it because they accused me of violating 6.3.1 of the bonus agreement, but I DID NOT USE THE BONUSES OF THIS CASINO. I HAVE BEEN UNFAIRLY ACCUSED AND MY FUNDS HAVE BEEN CONFISCATED AND MY ACCOUNT HAS BEEN BLOCKED. I have some screenshots from my games and it also shows that I didn't have a bonus balance. Please help me to solve this case.

Dear Penny,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duelz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long you were a player of the casino?
• What events preceded your account being blocked? Was your account verified? Have you requested a withdrawal of your funds?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Could you please send me the correspondence from the casino related to their accusations toward you? My email is tomas@casino.guru

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

Hello, thank you for the quick response and the help you offer.

 I was a new player and it hasn't been a month since my account was verified. I sent photos of the documents they asked me to confirm my identity and address. I requested a withdrawal of £1204 and then it said in my account that the withdrawal was approved, but after I wrote to them they told me that it was just written like that, and the truth is that they confiscated my earnings. After correspondence with them, they always answered automatically with an answer that I violated the rules under Article 6.3.1 for violation of bonuses without having used them. All my money was cash. I played the games live roulette, deal or not, duelz tournaments where the winnings for each game say it is cash, which is also visible in the pictures. After I said that I need this money and they violate my rights as a player because I can play responsibly and they decide that I have a gambling problem and they decide to block my account and not pay my winnings. I am owed £1204 in cash.

NOTE FROM THE PICTURES I HAVE MY BALANCE HAS ALWAYS BEEN CASH. I HAVE THIS BECAUSE I CAN'T ACCESS ALL MY GAME HISTORY BECAUSE I'M BLOCKED.

Thank you! 

Regards, 

Nadezhda I*****a

Thanks for your patience.

I checked the screenshots you submitted in detail and the main issue seems to be you were accused of using the practice of delaying rounds while playing with bonus money.

Please note we consider such practices as taking an unfair advantage over the casino and are not against casino confiscating winnings in such cases.

Could you please explain if you participated in tournaments the casino offered using additional funds that didn't come from your deposit?

Which games have you played in the casino during such tournaments, please?

Hello,

This has nothing to do with me because I didn't play with any bonus money I played in tournaments that I bet from my personal cash money and each bet is 0.50£ the minimum spin is the rotativa and whatever cards you fall have different power on the opponent as on good cards the faster you beat the opponent and separately you can buy power again with cash money and at the end of the prize it is cash money according to depends on the tournament and what is the value sometimes you win other times you lose but all money is cash and has nothing to do with a bonus means. Bonuses of the welcome or free spins variety I have never taken advantage of. I played responsibly and got lucky. The risk is also high because I had more money but when I started saving I lost 200£ from my balance in a few minutes and I decided it was time to withdraw my profit before I lost it.

What they accuse me of is related to bonuses, which has nothing to do with me. This is the same when you play poker, you bet money, then you win, and being told that you are abusing your winnings and accusing you that it is a bonus has nothing to do with it. I also like to play the Live Games and just this game became interesting to me because I was playing against other people where tactics are required to defeat your opponent. I will send you photos of the conditions of these tournaments that have nothing to do with bonuses, you bet cash money and win cash.

the tournaments are also at certain times and you have no guarantee that you will win or how much you will bet to win it is luck what cards with what power you will get and what powers you will buy with cash. Also notice that in the bonus field I have never had a bonus balance and the terms and conditions of these tournaments have nothing to do with bonuses all money is cash. This whole accusation is super ridiculous because no one would have said anything if I had lost all my money because when I play responsibly and decide to withdraw my winnings they decide to confiscate my winnings and accuse me of the same so they close my account so I can't access the stories with accusation of responsible gambling, enough nonsense, this is their regular practice in my opinion.  

Just to sum up.

The tournaments you entered always provided you with no extra money from the casino to play with and the money that was used while playing and all the casino rewards from the tournaments were real money. Do you agree with this statement?

Yes that's right if i don't have cash i can't play these tournaments because a minimum bet of £0.50 my personal money cash has to be made for each spin and it depends what cards will fall from that depends on the win and how strong the hit will be the rival. It has nothing to do with bonuses.

Thank you very much, Penny, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.  

There is no exact amount that you can spend or win during a game there are only certain rounds at certain times and the only thing that is known is which place how much money it gets in the ranking and that depends on how many people participate and how many rounds there will be and how many people you have to play with you compete for the ranking and where the money is clearly written that it is cash and the money I bet is also cash you can bet a lot of money but still not win but the same is true and vice versa everything is a tactic to defeat the resistance and above all to luck because you can bet £100 cash and not have cards fall to you. BUT ALL THIS HAS NOTHING TO DO WITH BONUSES FOR WHICH I AM UNFAIRLY ACCUSED. I LOVED THIS GAME COMPETING AGAINST OTHER PLAYERS I AIMED TO RANK FIRST FOR THE MONTH BECAUSE FIRST PLACES ALSO GET CASH BUT MY ACCOUNT WAS BLOCKED AFTER I CLAIMED A WITHDRAWAL WHICH THEY CONFISCATED AND I COULDN'T PRO I HAVE TO PLAY IF THEY WERE CORRECT I WOULD STILL PLAY MORE ON THIS GAME BECAUSE THIS IS SOMETHING NEW AND INTERESTING FOR PLAYERS. THEY JUST SCAM ME. It has never been a problem in any casino to withdraw my winnings.

Hi Branislav,

I hope you get to know my slechai and I hope we can solve this problem and get justice and hopefully no more cheated players in this casino. If they do this regularly I don't know how they have a license.

Hello, Penny,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Duelz Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Duelz Casino team,

Could you please provide us with a detailed explanation of the player's situation? Why have the disputed winnings been confiscated and the account blocked? What steps should the player take to unblock the account and withdraw her winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi Branislav, I appreciate your help and I would be happy for Duelz to join our correspondence and solve this problem.

Hello Branislav,

Please if Duelz decide to email you, share their response. The case is so simple, you only need to review the history of the deposit, bets and winnings. I don't see it as something complicated every player can even access this feature as long as they have access to their account. I hope they answer because they are not one of those who want to give profits.

Thank you!

Regards,

Nadezhda I****va P****va

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.

Hi Branislav,

Thanks for the help. It turns out that this casino does not like to give away profits and does everything possible not to pay what it owes. How should I proceed if they do not contact us within 7 days? Should I contact a lawyer? They are violating my rights and withholding my money for no reason with a false accusation. I also asked them for proof several times. The question was always dodged and I got the same answer. I also have rights as a player and I can't put up with this injustice.

Thank you!

Regards,

Nadezhda I*****a

Hello everyone,

Unfortunately, we cannot share any information regarding a player's case due to GDPR regulations. However, we are aware of the player's case.

Our team has been in direct contact with the player, and we provided our position on this matter quite some time ago. Nevertheless, the case has now been referred to Alternative Dispute Resolution (ADR), and we are currently awaiting their final decision. As a result, the situation is beyond our control.

We will keep you informed as soon as we receive the final decision from ADR.

Best regards,

Duelz

Greetings all,

Thank you, Duelz Casino Team, for the update.

Since the complaint is already being handled by the ADR and we do not have any estimated time frame for this process, we are forced to temporarily close this complaint as unresolved.

Once the regulator's decision is made, let us know about it. It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). We will then be able to review and reconsider the resolution of the complaint on our side again.

Please note that if we do not receive the final result from any involved party within a reasonable timeframe, casino.guru will reopen the complaint and request updates.

I sincerely believe the issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information and details received from the complainant via email, the complaint was updated to 'rejected'. ADR (eCOGRA) decided in favor of the casino.

Dear Penny,

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru