Duelz Casino - The player's account got closed.

We were told in early December that this casino would be withdrawing from Japan.

When I applied for a withdrawal, I was told that I was abusing promotions and was frozen including affiliated casinos.

However, I have been using this casino for a long time and have been playing the same way as overseas players, but I have never received a freeze or confiscation until now.

Furthermore, I found out that other Japanese players who applied for withdrawal were frozen as well.

Considering the timing, this casino is confiscating all Japanese players' funds in conjunction with their withdrawal from Japan.

Hello andandjonnyx,

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 when was the first time the casino informed you about restricting your country? When was the last time you were able to login into your account? How much is your current pending withdrawal and since when are you waiting for it? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I myself have not yet been contacted by the casino about the restrictions.

The casino affiliate notified me of the restriction on December 2.

I myself had a pending withdrawal amount of $600 that I had applied for a week earlier at that time, and

I had a balance of $1,100 in the casino.

On December 5, I was unable to log into my account and was notified by the casino that it was frozen.

I had a balance of 330,000 YEN at Voodoo Dreams, an affiliated casino, which was also frozen.

I talked about it on social media and found out that other players also received a freeze as soon as they applied for a withdrawal.

Can you please forward the communication with the casino and regarding the upcoming restriction to nikolas.b@casino.guru?

I have just now forwarded the information.

Could you please advise if you did play with bonuses in Duelz Casino? Did the casino ever specified which promotional term did you abuse?

The only time I used the bonus was right after registration.

I have not used it recently.

The casino cited abuse of promotions as the reason.

However.

・I have been playing the same way as overseas players, but nothing has been said about it until now.

・several Japanese have been frozen at the same time.

・Timing of withdrawal from Japan

There are some unnatural parts.

Therefore, we suspect that they are using promotional abuse as an excuse to confiscate balances from Japanese players.

In order to clear this up, the casino needs to provide evidence that overseas players were also frozen at the same time.

I just spoke with someone involved.

I heard that this casino is going bankrupt.

Is this true?

Hello andandjonnyx,

We have no such information but might be true. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will try to get in touch with the casino to help us resolve the case.

Please note that if they are really closing the casino, we might not get any answer from the casino.

Wish you best luck resolving it.

Regards,

Nick

Hello andandjonnyx,

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 on how the player breached your bonus terms and why is the player's account blocked?

The casino side must provide

A rational reason for blocking several players who had been playing without any problems at the same time when the casino decided to withdraw from Japan.

Proof that they are not only freezing Japanese players (Japanese players are a small percentage of the total, and if they are not freezing all users based on the same criteria, then they are only freezing certain countries).

Hello everyone,

Unfortunately we cannot share any information regarding a players case due to GDPR but we are aware of the case and as far as I know the player was paid out. Please note that sometimes payments can take up to 5 business days.

However the account will be closed, since we left the market. There was an official email send-out about it in December too.

Best regards,

Duelz

Dear andandjonnyx,

Please let us know when you successfully receive your withdrawal.

When it comes to providing services for Japanese players, this is solely up to the casino, and they can leave any market at their own discretion, but all the financial obligations toward the players need to be fulfilled.

Dear Duelz Casino,

Has the whole balance from the player's casino account been paid out to the player?

Hey Michal,

Our team confirmed that the player was paid a couple of days ago. However sometimes payments can take up to 5 business days.

Please let us know once the money is on your account @andandjonnyx.

Best,

Duelz

I just confirmed that the balance has been paid including affiliated Voodoo Dreams.

Great news, andandjonnyx. Can we consider this complaint to be resolved?

Yes.

Awesome news, andandjonnyx.

I'm glad to hear that your issue has been resolved successfully.

I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their 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,

Michal

Casino.Guru