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

I signed up to duelz weeks ago, they allowed me to deposit without verification. When it came to me making my first withdrawal they wanted documents to verify myself, this took me around 4 weeks with me sending so many different documents which they kept rejecting, eventually after about 3 weeks of me sending document after document, passport, utility bill, photos of me holding my passport they finally accepted the hundreds of pictures and documents I sent and verified my account and paid me my £270 withdrawal. My account was then fully unlocked and I received an email saying your account is now all verified and you’re free to play with us again, despite the bad service I had received I decided now I was verified to give them a second change and go and played again. I then tried to make my withdrawal of £140, I waited 2.5 days and contacted live chat, I was told and assured that my withdrawal was being processed and they were just extremely busy hence the delay. Then on the 3rd day I received an email saying ‘time sto verify your account’ like what?! I’d spent 4 weeks already doing this and had it in writing that all my documents had been accepted and I was already fully verified. Turns out this time they now wanted proof of bank ownership, I have sent in total, 3 bank statements from my account along with screen shots of my actual online banking which in total shows my name, my address, my sort code, my account number, my IBAN number and my transactions to Duelz, yet they keep rejecting it saying we need the original document. This is the original document that I have sent 3 times now, they have a very bad reputation for not paying people their winnings and are just trying to use anything they can to reject my withdrawal. I have sent every possible document a casino can request, now I’m thinking maybe they need a DNA sample?! It’s ridiculous how they are treating me, how they have verified my account after weeks of headache sending so many documents and are now trying anything they can to not pay me my withdrawal claiming my document isn’t ab original pdf, you can’t edit or do anything with a pdf, this is the original that I’ve sent 3 times now and I’ve had enough of the way they are treating me and my money!

Dear Jasonc84,

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

Hi, my account was fully verified as explained. The issue is they are now trying to get out of paying the withdrawal and are claiming the bank account isn’t mine so they asked for proof with a bank statement. I’ve sent 3 bank statements to show this is my account and still they are rejecting it saying I need to send the original pdf file. Which is exactly what I have sent, I’ve also sent screen shots from my actual online banking which clearly shows my name on the account, my IBAN number, my address my sort code and my account number, trying to get any answers from their ‘customer support’ is impossible. They have fully verified me with so many documents I had to send which took me around 4 weeks precious to this to sort out and now all of a sudden after making a withdrawal I’m not verified again. I’m at a loss as to how I sort this now as they are just rejecting my bank statements!

Update- they have now closed my account and confiscated my winnings and told me it’s because I used a 3rd patty’s bank account for the deposit that relates to the withdrawal which is an absolute LIE!! I have sent them bank statements and all sorts from my online banking to prove this is my bank account but they’ve closed my account anyway, this site are absolute THIEVES!!!

Thank you very much for your reply, Jasonc84. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina

I have emailed you the email trails between myself and duelz

thanks

Thank you very much, Jasonc84, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Jasonc84,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this. Please forward me (michal.k@casino.guru) the same bank statement in PDF format the casino is not happy about for review.

We would like to invite Duelz Casino to join the conversation.

Dear Duelz Casino,

Can you please explain why was the player's account now closed when the player previously successfully passed the verification process?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Hi Michal

i have emailed you the pdf bank statement along with another document I sent them to further clarify this is my bank accoubt

thanks

jason

Hello everyone,

Unfortunately we cannot share any information regarding a players case due to GDPR.

Our team has been in direct contact with the player and we have advised our position on this matter a couple of weeks ago. If the player is dissatisfied, they can seek Alternative Dispute Resolution (ADR) via third party ADR Provider eCogra.

Best regards,

Duelz

Thank you for the response Duelz Casino.

Dear Jasonc84,

After reviewing the evidence we are not entirely sure if the bank statement is a valid original. We understand that the casino was not accepting your bank statement as it shows signs of tampering. We are no forensic experts, so we can't clearly state that the document is forged, but we do understand why the casino was not accepting your bank statement. I am afraid I am no longer able to pursue this case as it is an industry standard that all players need to provide valid original documents for KYC and AML purposes. Providing false or forged documents is not acceptable in any casino and if this is detected the casinos have the right to cancel the withdrawal and to permanently close the player's account.

Under these circumstances, I will not be able to help you further and this complaint will now be rejected.

If you feel you still want to take your complaint further you can contact eCOGRA - an alternative dispute resolution service (https://ecogra.org/contact-us/), and submit a complaint to them via email or via their eCogra Dispute Form (https://ecogra.org/alternative-dispute-resolution/). It collaborates with the Gambling Commission (UK license authority). Please let me how the ADR responded at michal.k@casino.guru

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal