Duelz Casino - El jugador está luchando para completar la verificación de la cuenta.

Hello,

I deposited money on April 13th, 2021 and deliberately left out the bonus. After I got up to € 3000 I wanted to cash out. To do this, I had to submit documents to verify the account. I did that. However, my account will not be verified and therefore I will not get a payout. Right now I can't even get to the site.

Hallo,

ich habe am 13.04.2021 Geld eingezahlt und bewusst den Bonus weggelassen. Nachdem ich auf 3000 € hochgekommen war wollte ich auszahlen. Dazu musste ich Dokumente einreichen um das Konto zu verifizieren. Das habe ich gemacht. Allerdings wird mein Konto nicht verifiziert und somit bekomme ich keine Auszahlung. Aktuell komme ich nicht mal mehr auf die Seite.

Dear Heiko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Heiko,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.