HomeComplaintsDuelz Casino - The player's self exclusion failed.

Duelz Casino - The player's self exclusion failed.

Amount: £400

Duelz Casino
Safety Index:Below average
Submitted: 31 Aug 2022 | Case closed : 03 Oct 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player's self exclusion failed, as the casino ignored the player's request. Since the player stopped responding, we were forced to close the case.

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2 years ago

Firstly.... I’m not a bad loser, and not wanting to claim back all losses.... however, I am a recovering gambling addict, I use bet blocker and therapy to deal with my issues..... but duelz does not get blocked!!! This is irresponsible and against regulatory requirements.... they also allowed me to deposit, after I had told them of this.... they then closed my account..... but continued to send emails etc advertising bonuses. Very stressful.

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2 years ago

Hello dsdmbear2,

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 if your account is already verified and is yes, since when exactly? When exactly did you request for self exclusion and did you mention gambling addiction or issue to the casino in your request or ever before? How long after that did they close your account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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2 years ago

Thanks. Yes I’m a verified customer. To be honest I think it was 3days ago that I contacted to tell them "I was a gambling addict, and I was unhappy that bet-blocker didn’t block their site"..... they still allowed me to deposit 24hours later.

they then replied to me " saying my account was now closed permanently".... that’s fine, but 12 hours later, I received an email saying "I have free spins and deposit offer"..... anyway, not sure if I have much of a claim, but really annoyed at the email and allowing me to deposit after I’d emailed them.

they have told me they’re investigating it.

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2 years ago

Hi dsdmbear2,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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2 years ago

Hey @dsdmbear2


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


Our team has been in direct contact with you for a couple of weeks now. We have advised our position on this matter and if you are still dissatisfied, you can seek Alternative Dispute Resolution (ADR) via third party ADR Provider IBAS.


Regards,


Duelz

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2 years ago

Dear dsdmbear2,

I am very sorry about the situation, are you planning to contact the ADR? I will gladly assist.

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2 years ago

Dear dsdmbear2,

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.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

 

The player can reopen this complaint anytime.

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