The player from the United Kingdom had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn't been received yet. The Complaints Team had advised the player to be patient and wait for at least 14 days after the withdrawal request, as it was common for such transactions to take a few days or weeks to process. They also noted that the delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. Despite extending the response time by 7 days, the player did not respond to further inquiries, leading to the rejection of the complaint.
Duelz Casino - Player’s withdrawal has been delayed.
Amount: £146
Duelz Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.7
Duelz Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
I have two pending withdrawals from this company and have submitted all of the required documentation to verify my identity. Comms from the company have been quick up until its time to pay. I have sent two emails with no response, when the withdrawals should only take 1 hour according to the site.
They also have live chat mentioned on their site, with absolutely no way of connecting to an agent. The help button is also only stating that I have a withdrawal pending, and an email address for all other queries.
This is seeming more and more like a scam - pay me my money.
Public
Public
7 months ago
Dear Guruuser123,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
