Duelz Casino - The player's unable to contact the casino.

Hi, I have issues in coming in contact with duelz casino. I have tried to email countless times and different emails, but they are none responsive. They have also "self-excluded" my account without my approval, so I cant contact live chat. This is extremally frustrating as I have quite alot of money in my account and I have tried to the best to my ability to verfiy all of their invading verification request. Hope you can help me here!

Hello hptm,

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 are you trying to contact them? When did they close your account for self exclusion? Did you ever mentioned them any gambling issues or addiction? Was your account verified?

Looking forward to your answer.

Regards,

Nick

1. I have been trying to contact them since this July.
2. June this year.
3. No, they did not.
4. My account was/is under verification. They ask of outlandish documents which has been an issue. I have tried to the best of my ability to fulfill their request.

Hello hptm,

So as long as I understand correctly, you still need to provide a few documents to finish the verification. Can you specify which ones are already approved and which are still requested by the casino?

Hi, this is my latest email to duelz, which they have not repsonded to:

"i! You have requested these documents:

"-Proof of casino winnings and account details showing the following details from the following casinos showing on your bank statement: AspireGlobal, DIGITAL ACTIVE OU, Onyxion Development LTD.

Documents should include the following: issue date, name of relevant organization, registration date at the casino, total deposits since registration, total withdrawals since registration, list of payment methods used for deposits and withdrawals.

-Proof of withdrawals and trading portfolio from your trading accounts showing on your bank statement (IFX (UK) LIMITED TRADING ACCOUNT EU)

-Proof of crypto transaction history showing the wallet ids and the deposits made to your Duelz account.

-Proof of address - please request a residence certificate

-Tax return 2021"

I have already uploaded a "residence certificate" and tax returns of 2021. 

Payments made from "(IFX (UK) LIMITED TRADING ACCOUNT EU)" is from a bookmaker, not trading accounts. I am not responsible for the name in which they do their payout. 

I have already provided a document of my stock portfolio provides proof that my portfolio exceeds the worth of my initial deposit times two.

 To be able to answer your request for "-Proof of crypto transaction history showing the wallet ids and the deposits made to your Duelz account." What dates did I deposit to duelz?

Let me know if you need me to resubmit any documents.

 Have a good day. "

I have no issue cooperating. I have done as good as I can, but it is difficult to do so with a counterpart which is difficult/non responsive in their communication back to you. Hope to hear from you and duelz casino soon.

Hello hptm and thank you for additional information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi hptm,

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

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

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

Our team has been in direct contact with hptm for a couple of weeks now. We are still missing 5 documents, so please check the last email from our team, since they listed all necessary documents in order to finalise the case.

Best regards,

Duelz

"Our team has been in direct contact with hptm for a couple of weeks now." When have you been in contact with me the last couple of weeks? The last email you sent to me was 26th of June.

Dear hptm,

is there any problem with providing the documents? Could you specify?

No, I have no issue sending the documents, but there are a couple of details I need clarifying from duelz. They ask for

"-Proof of casino winnings and account details showing the following details from the following casinos showing on your bank statement: AspireGlobal, DIGITAL ACTIVE OU, Onyxion Development LTD.

Documents should include the following: issue date, name of relevant organization, registration date at the casino, total deposits since registration, total withdrawals since registration, list of payment methods used for deposits and withdrawals.

-Proof of withdrawals and trading portfolio from your trading accounts showing on your bank statement (IFX (UK) LIMITED TRADING ACCOUNT EU)"

I only deposited with crypto. Not with any fiat casino winnings. It will take a lot of work to find all this documentation and for what? These winnings has no relevance to my deposit at duelz. I also need some clarification on some deposit dates also. I have not received any response from my email from three days ago. Could duelz confirm they have received my email from 22.09?

Dear Duelz Casino team,

thank you for your reaction. May I kindly ask you to confirm the player's question from from his last reply?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear hptm,

I am very sorry, but since the casino team stopped responding, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru