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

My problem is exactly the same as hundreds of other users if you google DUEKZ CASINO REVIEWS - basically going round in circles for over a week with the verification process. I have submitted perfect documents which are easily accepted by other casinos, yet they keep either saying they aren't received or I need to send again or have failed. 2 days ago on the chat they finally confirmed all was ok and my withdrawal was being processed only to then get an email yesterday saying that due to non receipt of documents my withdrawal has been cancelled. I queried and they then asked me to email them which I did, but no word since and today they say they cant tell me what's going on only that I am still not verified and they are waiting for documents. It's clearly a pure scam, I've been using online casinos regularly for years and never once had a problem like this. and 165 other recent reviews on trustpilot are from people having the exact same experience as me and in all cases they had their account then randomly closed after a few weeks and never got their money. I saw one lady said she came to Casino Guru with her complaint and received her money but honestly I have no hope, there is no question this site is just a scam and it shouldn't be allowed as it will completely tarnish the whole industry if people lose confidence in the legitimacy of online casinos - it's honestly making me never want to use online slots again and I love playing! Can anything be done? I dont think going to the police will get me anywhere as it's a Maltese compny and they have better things to do than try and recover my £900 of stolen money

Dear jonnylant,

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

Dear jonnylant,

Have you received your withdrawal from the casino yet?

Dear jonnylant,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.