The player from the UK successfully initiated a £4,000 withdrawal but subsequently faced login issues with "invalid credentials" error messages. Despite sending multiple emails to customer support and casino executives, no response was received. We inquired about the verification process and documents, but the player reported no official verification requests or communication from the casino. The issue was eventually resolved, and the complaint was marked as closed.
Duelz Casino - Player's withdrawal has been delayed.
Amount: £4,000
Duelz Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
15th June 2024:
On that date, I opened a new account without any bonus, made three deposits, and successfully initiated a withdrawal request for £4,000. During my gameplay, I encountered a prompt asking generic questions about my job title and salary.
The following day, when I attempted to log into my account, I received an "invalid credentials" error message. Attempts to use the "forgot password" function also resulted in the same "invalid credentials" error.
Despite sending three emails to customer support, including direct emails to the Head of Casino and both Co-Founders, I have yet to receive any response. This lack of communication and resolution is highly concerning.
PLEASE HELP AND PRESSURE THEM
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3 months ago
Hello bathingapelover,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Duelz Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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3 months ago
I am not officially in any verification process. I have had 0 communication or emails from them. Never been asked to verify anything. Only a pop up on the screen asking me my employment title and salary band. Nothing more.
I literally made a new account. Deposited 3 times, played and withdrew. The next morning logins do not work and no response to multiple emails.
thanks for the fast response.
must pressure them for this blatant illegal and immoral behaviour.
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2 months ago
Dear bathingapelover,
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,
Casino.Guru
