Duelz Casino - Withdrawal of player's winnings has been delayed.

Hello

I made a withdrawal of winnings for 300 it was pending then disappeared from withdrawal section. I asked about this an they said I need to verify my account. Fair enough it's happened before so I deposited again and played. Now for verification I've uploaded countless times. Passport, pages of bank statements/transactions pictures of debit card. They replied my documents were edited and to send originals which they were.

Everytime I send a document it gets denied. Ive never had so much trouble trying to verify.

I can still log into my account but cannot play. Last time I logged on it says I had cashback so my balance was £411. Tried to withdraw again but its disappeared. This casino is so frustrating they wouldn't let me withdraw without verification but let me deposit. Surely this is against some rules

Dear Jcg301,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They keep denying my documents. I spoke to an agent on live chat who told me my documents look fine an to upload them again then they are denied again. It's like going round in circles

Dear Jcg301,

Have you received your withdrawal from the casino yet?

No I'm just going round in circles. To verify it sends you to an external link hooyo. I upload documents they are accepted then denied. Never had so much trouble with a casino

Thank you for your reply, Jcg301. Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Were you informed why your documents were rejected?

Bank statement as proof of address - denied they said its a screenshot even though it was a pdf file downloaded from the bank.

Bank statement and a list of transactions as proof of depositing account - denied saying it was an edited document but it was a pdf file from the bank.

Sent pictures of the front and back of debit card - kept sayin they didn't receive them.

Finally been paid my winnings. Must be since casino guru got involved. Thanks for your help.

I hope others read this an think twice before using that casino.

Dear Jcg301,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your 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,

Kristina

Casino.Guru