The player from the United Kingdom, who had already been verified, experienced a delay with a withdrawal of £2,000 from a £3,000 win on Duelz. Despite having contacted customer service and having received assurances of a quicker processing time, he was still waiting for the payment after four days. The player later reported that the £2,000 had been deposited into his bank account. We marked the complaint as resolved.
Duelz Casino - Player’s withdrawal delayed at Duelz casino.
Amount: £2,000
Duelz Casino
Safety Index:Above averageSafety Index
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7.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
After winning £3,000 playing on duelz. I decided to withdraw £2,000. After 4 days I am still waiting for my money. This is not a verification problem. I am already fully verified. I have in the past had withdrawals of £800 approved. So I am surprised by this win being withheld. However after reading some of the problems on here. it seems like par for the course from them
Having spoken with customer service on live chat. keep getting the same excuses. Long processing queue. I took screenshots of my last live chat where he said he would ask the department to speed it up. But still nothing.
I won the money playing small stakes on madam destiny megaways 60p a spin, when I got a max win giving me the £3,000.
How long is a reasonable time to wait for this to be processed. Given they say it takes 24 hours to process.
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8 months ago
Dear bigblag1,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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8 months ago
Hi Thomas
Thank you for your response. And I will do as requested. And wait fourteen days until we take this further with yourselves. I will however be keeping in touch with duelz and asking for daily updates. A record of which I will keep to show the casino guru team if needed.
Regards
Francis ****
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8 months ago
Hi Tomas.
I would like to update you and state that to my amazement the £2000 has been deposited into my account. And consider this resolved. I would like to thank you for your considerations.
In my somewhat premature complaint.
Kind regards
Frank ****
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8 months ago
Dear bigblag1,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
