Duelz Casino - Player’s withdrawal has been delayed.

it started as a normal withdrawal, then they wanted to know about every deposit that had made to my bank account. i gave them the information i could but the kept saying they need more short of dragging my now former accountant out of his office to write and sign letters of proof for this casino at a hourly rate of $300 p/h There was nothing more i could do ands so when i told them this they stopped responding to my emails. They have also excluded me from their site so i cant correspond that way either. is this normal procedure? do i pay my former accountant to write these letters at my own expense?

Dear orrenn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Thankyou Petronela for taking the time to assist me.

I am not able to retrieve the information they need as my former account has now retired and I have no way to contact him. I could relay this information to Duelz casino but i am still unable to get any correspondence from them.

Could you please advise which exact document was requested from you? Thank you.

Thank you very much, orrenn, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello orrenn,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Duelz Casino to join the conversation.

Dear Duelz Casino,

Can you please provide information about the player's verification issues? What other if any documents are still needed for completing the KYC and AML process? If the information can't be shared publicly please sent them to me at michal.k@casino.guru

Hello Michal,

Thankyou for assisting me with this issue.

I look forward to hearing from you soon, and will be glad to hear from Duelz also.

Fingers crossed

Hello everyone,

Unfortunately we cannot share any information regarding a players case due to GDPR, but we are aware of the case.

Our team has been in direct contact with the player and they reached out once again this week in order to request the necessary documents from your end @orrenn.

Best regards,

Duelz

Thank you for the response, Duelz Casino.

Dear orrenn,

Please respond to Duelz Casino team's email and please provide the required documents so that we can move with your complaint further.

They only emailed back once you had emailed them. I’ve sent them 5-6 emails and had no reply till now.

I cant get David Bailey to sign his letter as he is not my accountant anymore and has retired. What am I supposed to do about this??

Dear orrenn,

Just so you know, any licensed notary can sign or authenticate the documents for you, it doesn't have to be your former accountant. I don't know exactly what other documents the casino has requested from you, but if they have to be notarized, it doesn't matter which notary notarized them as long as they are properly notarized. I can only recommend that you provide all the required documents to the casino, only then the KYC and AML process can be successfully completed.

Dear orrenn,

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.

Dear orrenn,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

The player can reopen this complaint at any time.