Duelz Casino - The player's withdrawal is delayed.

I made a withdrawal request of £9000 on 28/11. Having had small amounts paid and verified, they asked to send documents for another verification with Face ID pictures with certain guidelines. Got through all that and my account was fully verified on 07/12 but payment has still not been made. I have contacted customer service who have said that they have escalated the case with the relevant team. I contacted the support email who replied just to say that the withdrawal was still pending with no timescale mentioned.

I don’t understand why it’s taking so long.

Hello omarrehman75,

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 how long did it take to withdraw in the past? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that it might take up to 14 days to receive a payout after finishing the verification.

Looking forward to your answer.

Regards,

Nick

The last withdrawal was processed in a couple of hours as it was for £200. The winnings for the new withdrawal was accumulated for real money and not bonuses. I spoke to the casino yesterday last and said it was still pending.

The casino have paid the funds once they got wind that I had filed a complaint.

Thank you omarrehman75 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