Duelz Casino - The player's account got blocked.

Hi

I signed up to Duelz Casino which was approved by the gaming commission and they have taken my deposit of £3000 but when it came to withdrawal they wanted verification now I have done everything as per and they said its all fine and woke up this morning that my accounts been blocked. it is back open now but no one is giving any explanation what so ever.

After reading on trust pilot and every other website it is said to be a scam I'm just really worried I haven't slept in 2 days since this has happened they have asked for a photo of me holding my passport in my hands which is so weird and have all my details and no news of my payout.

please can you help me they are not responding to any emails or no help on the live chat

kind regards

Ozgur H****

Hello ozgurhaza,

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 and the casino may sometimes block the player's access to the account.

Looking forward to your answer.

Regards,

Nick

Hi nick

thank you for getting back to me so quickly, its been almost a week now everything has been approved but the question is they wanted a face verification me holding my passport in my hand they didnt accept my driving license which was so weird as that shows my address.

im just so worried as if you see on all the reviews for every customer they are all complaining i dont even care about the withdrawal anymore i just want my deposit of £3000 the withdrawal is £4533.

it shouldnt take forever and im worried incase they wont pay me everytime im on live chat they just say time process and dont even reply to emails but they have my address and my passport ive never seen anything like this thats the problem

what do i do nick? if you look at the reviews and the comments online its like a scam

kind regards

ozgur h****

Also nick to add i can access my account now but still says withdrawal waiting for approval

this is what they sent me nick after sending over 100 photos is this okay? can a casino ask for this?

ive never seen anything like this in my life

They can in fact request the same document multiple times if there is something not visible on it. The e-mail basically only describes a good way to create that photo so it is not as a special request. Be sure to provide them and if they would reject it anyway, we will try to intervene.

Hi nick

thank you for getting back to me you have been a big help compared to duelz, they have finally paid me now

you have a good day take care

Thank you ozgurhaza for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick