Duelz Casino - Player's winnings have been confiscated.

They were happy to allow me to join and register my PayPal play and loose and deposit how every i liked then i won and requested withdrawal of winnings.

they then asked me for every different type of Id, proof of address Photo of payment method. Which is fine.

Then they found a way to rip me off.

I used my PayPal Account (for extra protection pffft) which has been upgraded to a business account (my PayPal account is register in my full name by just me and is not attached to any third party. It was opened with the same Id I was verified with opening my account with duelz

so they emailed me after I was congratulated by an agent in the websites chat for my win of £900 I requested withdrawal to my PayPal same as were funded.

The email said as I had funded my account with a PayPal that is a business PayPal account. , they do not support that payment method.

There for if I have unknowingly used an in correct method of payment one would assume my withdrawal would be cancelled and I would be refunded in full... Or I would have been warned one of the 13 times I put money in to my account from the PayPal account in question.

I have proven my ownership and they said their decision is final

The email describes that my winnings have been conviscated due to me breaching terms of service. (by using my own PayPal in my name only and not owned by any business) but they go on to add how they have refunded me £100 back to the unsupported payment method (even though its unsupported) leaving me unable to open any case with PayPal about their behaviour and withholding my funds.

I would be ever so greatful for your help.

If my payment method has broken terms of service due to it being an upgraded PayPal account. (I am not a business owner it was made to sell the occasional stuff on ebay)

It is just in my name and no one else's. I am the legal owner of the PayPal account.

I look forward to hearing from you.

Respect,

Chris

Dear Yabba.dabba.dont,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the main issue is that your Paypal account is a business one? Was it upgraded before or after you created an account at this casino?

Also, do I understand correctly that even though it is marked as a business account, it has always been your private account and it is not associated with any company?

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,

Kristina

That's correct.

My PayPal is a business PayPal and it has always been this way since I opened it. It was the same when I deposited and played.

Sorry upgraded was the wrong word.

My PayPal is not owned by anyone other than me. I have seen the terms and conditions that the site made me aware of once i had verified my Id extensively but when it came to me asking about timescale of my withdrawal after verifying that is when I recieved the email.

The terms and condition on the website does not state business paypal but says any company payment method.

I do understand my PayPal account is not a personal one but it is owned by me and has never been part of any 3rd party org. It is legally mine in every sense.

That's correct I do not own and am not connected with any company. I opted for the account as it comes with a debit card.

I did not use the debit card with the site. Just the PayPal and u used it in the Same way one would use a normal standard PayPal account.

Thank you for your help. I am greatful to not feel alone in this situation. I do understand my responsibility in making sure my deposit method is acceptable but if I had used one that is not acceptable " convescating" all if my winnings from me due to not accepting this payment method but then refunding me £100 of the £995 I spent to the same unsupported bank account was a kick in the back. Expecially as I had bent over backwards in order to satisfy their extensive kyc needs.

Best wishes

*same unsupported paypal account* not bank account. Very sorry about that.

Just to add that I did fully verify and have a screen shot of 3 green ticks on my account from Id, proof of address and proof of payment method. I'm guessing although I'd proven my PayPal payment method as it has buisness under my details on the pdf copy of my account info then they used this to not pay me.

It does state on the same proof of payment method that I am the account owner and no other 3rd party or individual or organisation. It is also register at my same home address.

I won't message again now until I hear from you again. I hope tne extra info is helpful.

Have a great day Kristina

A last note. They did not close my account. I requested it be closed as I was frustrated as I had exhausted pleasing with the email and in chat that they re look at the situation as I felt there had been a mistake but they refused my request to appeal.

I did request that if I used another payment method to continue playing would I then be able to withdraw any new winnings. They would not confirm I would be able to withdraw but they did say "you can use any of the payment methods highlighted on the deposit page* PayPal is there but it doesn't state any spacific PayPal type. So I said" PayPal is accepted then? Please. Confirm. I was copy and past sent an edited terms of service different to that on their website.

I then asked them to close my account which they have and asked Them to disguard all of the Id I sent them when they full well knew their plan to conviscate my winnings that I requested withdrarel of before they requested kyc.

I am awaiting a reply from the email sent to me as I tried to appeal as my business PayPal is owned only by myself and is my legally owned PayPal and is not connect to anyone else. I had recieved email communication from them by the is method but once I started questioning their decision I have been ignored but I would be able to contact them if and when needed I believe.

Thank you!!

UPDATE

OK so yesturday before contacting Casino Guru I wrote this email asking for their reconsideration.

"Hi there it appears that a mistake has been made.

You have a terms and conditions which does not support a third party buisness deposit. 

I have been effected by this. My PayPal account is solely owen by me and it not belonging to any organisation. It is a personal PayPal account I opened wiht the same Id I used to open my account wiht you. It is not owned by any business it any 3rd party individual or company it is my sole, 1 person owned PayPal account. I have deposited 13 times in which I have not had any warnings, I have been congratulated on my wins and withdrarel all the while I was completely complying with your terms of service to verify my identity.

The suddenly you don't want to honor my good custom and luck winning so use the fact that I have upgraded my personal PayPal account to a premium accound as a way to avoid paying out my refund.

There must have been a mistake. 

I am currently assuming out of respect yo your company that some thing has been auto triggered but not investigated. 

My PayPal account is owned by me. I am not owned by any business. I don't now run any companies. I just have an upgraded PayPal account. That is all.

I look forward to hearing from you with your response. Please see attachments.

I don't understand why I am being seen as a business or my PayPal being a 3rd partys ownership.. 

I am just me

I am not a business and my PayPal is owned by just me. Not a third party or any other body. Just me. 

Please see attachment. It shows a pdf of my PayPal account. Its goe my name. My address. My phone number. No companies no third party's. Its just a PayPal account that i have upgraded. I am not a buisness owner of any kind. 

I don't understand why I am a victim to this. 

I've don't nothing wrong. 

Kind regards

A person not a company 

THEN

after contacting Casino Guru.

At 16.30pm today I recieved this correspondence below

"Dear C***,

Thank you for your e-mail.

We once again reviewed your account details, and as a gesture of goodwill decided to pay out the previously confiscated amount (minus the 100 GBP that has already been refunded.) .

Wishing you a nice day.

Regards,

Dora

Duelz Verification UK

verification-uk@duelz.com

So out of my £800 winnings they have now paid £700

So I replied the following

"Thank you so much for reconsidering.

Just to confirm, 

The conviscated amount was £800 

I have recieved the good will yesturday of £100 and just now I recieved a payment of £600 to my PayPal from duels 

Sorry to nit pick here. 

There is the last £100 to be returned and then we are straight. 

Kind regards, 

C*** G***

Thank you again for re thinking my situation. 

God bless you for your kindness and goodwill! "

I will of course update this when /if I hear more.

I have no doubt this is due to my correspondence with casino guru and you Kristina

Thank you and for your help, support and kindness!

I emailed for the last time

"Please see 2 x transactions totaling £700

The withdrawal amount Seezed was £800 

You did refund the first gesture of £100

You have now refunded the 2nd gesture of £600 there is a remaining amount of £100 to come to go inline with your emails stating: 

"Dear C***,

Thank you for your e-mail.

We once again reviewed your account details, and as a gesture of goodwill decided to * pay out the previously confiscated amount* (minus the 100 GBP that has already been refunded.) .

Wishing you a nice day.

Regards,

Dora

Duelz Verification UK

verification-uk@duelz.com

I also hope you have a nice day. Thank you once again for your reconsideration. 

1.

Transaction details

Print

Payment received from SuprPlay Limited

2 August 2022 at 16:25:59 BST

Transaction ID: xxxxxxxxxxxx

Payment status: COMPLETED

Gross amount

£600.00 GBP

We have no postal address on file

Payment details

Gross amount

£600.00 GBP

PayPal fee

£0.00 GBP

Net amount

£600.00 GBP

Paid by

SuprPlay Limited

The sender of this payment is Non-US – Verified

http://suprnation.io

paypal-psp@suprnation.com

+356 27037331

Payment sent to

***@protonmail.com

2.

Transaction details

Print

Invoice received

1 August 2022 at 12:10:56 BST

Transaction ID: xxxxxxxxxxxxx

Payment status: COMPLETED

Gross amount

£100.00 GBP

We have no postal address on file

Transaction ActivityDetailsGross amountFee amountNet amount31 Jul 2022

Payment to SuprPlay LimitedDetails-£100.00 GBP£0.00 GBP-£100.00 GBP

Order detailsQuantityPriceSubtotal0£100.00 GBP£100.00 GBPPurchase total£100.00 GBP

Your payment

Purchase total

£100.00 GBP

VAT

£0.00 GBP

Postage amount

£0.00 GBP

Packaging amount

£0.00 GBP

Insurance amount

£0.00 GBP

Gross amount

£100.00 GBP

PayPal fee

£0.00 GBP

Net amount

£100.00 GBP

Invoice ID

2022070106100112253

Paid by

SuprPlay Limited

The sender of this payment is Non-US – Verified

http://suprnation.io

paypal-psp@suprnation.com

+356 27037331

I am assuming this is just an oversite rather than any intentional reason as to missing off £100

I emailed again as the maths used is very dodgy so I thought I'd better explain.

"So sorry about the further messages.

The amount confiscated was £800

-£100 which was paid as a gesture 

Then today your email says you have decided to pay me the previous confiscated amount

So £800 - yesturdays £100

I have recieved a payment today for £600

Unfortunately it appears due to an oversite the £100 already payed yesturday has been deducted from the amount that was paid today

Their was £700 left to be paid to me that was held but it seems you have deducted £100.of of this once again

I am £100 short. 

Kindest regards 

Your kindness and understanding is appreciated. "

I CAN'T HELP BUT FEEL AS THOUGH I AM BEING TROLLED BY THIS CASINO. I just would like done with this situation.

It seems so petty to try and avoid paying £100 just hoping i will just accept the mistake and go away.

Nope!

Final update

Hi C***,

 

Our apologies - this error has now been rectified.

 

We wish you the best of health thorough these times, and all the very best in your endeavours.

Regards,

Emily

Duelz Verification UK

verification-uk@duelz.com

I have now recieved all of my previously withheld winnings and am satisfied.

To all readers,

Stay safe!

Awesome news, Yabba.dabba.dont. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.