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

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Orde0,

please, see the casino statement below.

Our Payments Team is currently and has been in touch with the player for quite some time. He was asked several times to provide us with documents in the right format.

May I kindly ask you to react?

Hi, I am confused as to how I am to provide blockchain transaction and export them to a pdf? I will send a even more detailed step to step of my crypto funds and how I deposited them to duelz from my atomic wallet the 27/04/2022. I have given them proof of my winnings at other casinos and proof through TXIDs, so I am unsure as to how much longer we will get in ths proccess. I am afraid not even the most detailed step to step guide will be enough for duelz though. I will try though.

It seems to be a business plan for duelz to make verification as diffucult for the customer as possible, and profit from customers not willing to engage with their tactics. Asking for non relevant document and documents which is obvious that customers are unable to provide. Foreexample a pdf file out of a non-custody wallet. Also going weeks and months without answering. I have no faith that duelz will treat this process fairly so I ask that you casino.curu step in as a third party arbiter. Is this possible Jozef?

Dear Duelz Casino team,

may I kindly ask you to react? If it is not possible to provide the requested document in the right format, other options should be provided.

We would like to ask the casino team 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’.

Good morning,

We checked it thoroughly and noticed that the player sent us documents from Sep 2021, whereas the deposits were made in April 2022, as he stated himself in his last reply. The format isn't the issue here, it's more the relevance of the received documents.

Thanks!

I sent documents from Sep 2021 due to you (duelz) being adamant in me showing proof from an exchange even though my deposit to you came from winnings at fortunejack. I had winnings at fortunejack, which I withdrew to my wallet, then deposited these winnings to duelz. I have sent screenshot/TXids for this. I could do it again if you wish @duelz.

Dear Duelz Casino Team,

I am quite confused about why this case was reopened. Could you please clearly specify what is necessary for the player to provide in order to verify the account?

Good morning,

please note that our team was in direct correspondence with the player on the 3rd of July 2024, explaining exactly which documents were needed.

We would like to ask you to please have a look and provide the necessary and correct documentation. Please note that the format wasn't the issue but the relevance of the documents.

Thank you in advance.

Hello Orde0,

We would like to update you that due to Jozef, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jozef has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jozef will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Orde0,

Could you please specify which wallet, stock website, or company you use for sending and receiving crypto payments? I believe they should all offer an option to export your transaction history in some format.

I have exported and sent the btc wallet history. I have also sent proof of winnings at fortunejack which themselves sent in two csv files. I have sent both to support-en@duelz.com.

Hope to hear from you soon Duelz.

Dear Duelz Casino team,

may I kindly ask you to react?

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’ which may negatively affect its rating.

Good afternoon,

Our team was in touch with the player once again and the case was resolved, however there were no new developments and we decided to resolve the case. Should this resolution not be up to the players' satisfaction, we would recommend contacting ADR.

Best regards,

Duelz Casino

Hi,

1. I have at every corner tried to give you information to the best of my ability. Care to react to the information I have given you in the latest email?
2. It seems you expect me to explain every btc transaction I ever made up until 27.04.2022. I try to the best of my ability, but when the casino I deposit/withdrew mostly from (nitrogensports.eu), don’t operate anymore, it is not possible. I can’t do magic unfortunately.
3. @Duelz, why did you re-open this complaint to say you are not interested in solving it?

Dear Duelz Casino team,

How is it possible that you claim the case was resolved, but the player disagrees? I kindly ask you to provide us with evidence and relevant information proving your claims that the case was resolved, or at least that the complaint is unjustified. You can forward this information to my email address: jozef.k@casino.guru. Failure to cooperate will force me to close the case as unresolved again.

Hello everyone,

We have sent a PM to Yozef about the case and are awaiting his feedback now.

Thanks in advance.

Duelz Casino

Hi Josef. I would like to submit all communication between me and duelz. Is it ok if I send it to you?

Dear Duelz Casino team,

I cannot find an email from you. Could you please specify which email address you used?

Good morning,

We sent the email to jozef.k@casino.guru. You replied on the 12th of July, but we reached out again on the 12th of August and last week and didn’t receive a reply.

Let me know if I need to resend it, please.

I have provided full proof of my deposit to duelz. I therefore expect this case to be solved and for my funds to be released. See the latest email @duelz.

Dear Orde0,

I confirm receiving emails from the casino team. As the case is quite complex and the casino cannot share any specifics with us due GDPR, it is very difficult to determine who is right. I highly recommend that you reach out to their ADR and licensing authority. Are you open to doing this?

Hi, I have provided proof of where my deposited funds to Duelz originated. Please see email from 05.09.2024 @duelz. If there is nothing else, I expect to receive my funds asap.

Yes, ADR is next Josef. Then court. Before that, I would like to give duelz one last chance before I pour unlimited amounts of resources to claim my funds back.

Dear Orde0,

It seems that the casino has made its decision and suggested that you contact their ADR. Could you please do so and forward me evidence once it's done?

jozef.k@casino.guru

Hi Josef. Nothing has changed. I would like to give it a last try before I proceed with ADR, then court. @Duelz, any progress?

Dear Orde0,

I got confirmation that the ADR is the only chance they can share more information. Could you proceed to it and forward me evidence once it's done?

Hi. Funds received. Case can be closed as successful. Thank you.

Hello everyone,

We are happy to confirm that the case has been successfully resolved. Two years and many documents later, we finally received the documentation we needed. While no further action was technically required, we decided to proceed, given the new information, paid out the player, and closed the case. So, let’s close it here now!

Thank you everyone for your cooperation.

Dear Orde0,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Jozef