Duelz Casino - El jugador ha sido acusado de abrir varias cuentas.

Hello

My name is Eva B***********

And I have problems withdrawing my money from duelz casino.

I have played for a long time at this casino and the last time I withdrew was in June, when I withdrew just over 12,200:- no problems and then I deposited and played. Now I was lucky and won on cygnus so I made a withdrawal of SEK 36,000 and then they wanted verification and that was ok for me.

I sent all the documents but got back that they weren't happy, so I went to the bank and got what they wanted, but it wasn't enough and then they wanted a selfie of me with the driver's license that was already approved. I solved this but they still weren't satisfied, so then I called the casino and got to talk to Hanna from Jämtland who checked all the documentation before she sent it on for verification, she said that all the documents looked fine and that this wouldn't be any problems. Then I got back that they didn't approve the documents anyway even though Hanna said they were fine.

Then called them again but it was English speaking support so she just said I could send an email. All said and done, I sent emails in English and emails to two different support email addresses in Swedish.

There I informed them that I would report to the Swedish Gambling Authority on Monday if this was not resolved.

I have now done that and now I turn to you. I have pictures that I send to you, everything is very clear there and when I got everything verified, they said that someone else played at their casino from my IP address, I got error 404 when I was going to send in the verification documents, so they told me to open up another internet connection, so I downloaded firefox and tried but it showed the same error. Therefore, there are many emails where I asked for help to get it verified by email. After that contact when I said I would report the whole thing, they have now blocked the account and I can't log in. But luckily I have a lot of emails and pictures of conversations even about winning so much. There has been no indication from them that anyone else would have played on duelz from this Ip address but that was the last thing they did after the verification was done and they blocked the account. I played on 26/10 and the contact with the casino has been constant since then, they have only delayed and made excuses even though they verified my documents. My husband called them today at 9.30 and got to speak to a Matilda on support. Said that there would be some kind of communication from them before 11 because the Swedish gambling inspectorate closes at 11.30.

I have not received any response or any kind of contact from them, but as I said, they have shut me out.

I could only attach 5 files, have tons of pictures and email conversations. You are welcome to contact me for further documentation.

Mvh Eva B*********

Hej

Mitt namn är Eva B**********

Och jag har problem att få ut mina pengar från duelz casino.

Jag har spelat länge på detta casino och senast jag tog ut var i juni månad, då tog jag ut drygt 12200:- inga problem och därefter har jag satt in och spelat. Nu hade jag tur och vann på cygnus så jag gjorde ett uttag på 36000:- och då ville de ha verifiering och det var ok för mig.

Jag sände alla dokument men fick tillbaka att de inte var nöjda, så jag åkte till banken och fick det de ville ha, men det räckte inte utan då ville de ha en selfie på mig med körkortet som redan var godkänt. Jag löste detta men de var ändå inte nöjda, så då ringde jag till casinot och fick prata med Hanna från Jämtland som kollade på all dokumentation innan hon sände den vidare till verifiering, hon sa att alla dokument såg bra ut och att detta skulle inte vara några problem. Sedan fick jag tillbaka att de inte godkände dokumenten ändå trots att Hanna sa att de var bra.

Ringde då till dem igen men det var engelsktalande support så hon sa bara att jag fick sända mejl. Sagt och gjort så sände jag mejl på engelska och mejl till två olika supportmejladresser på svenska.

Där informerade jag dem om att jag skulle anmäla till svenska spelinspektionen på måndag om detta inte var löst.

Det har jag nu gjort och nu vänder jag mig till er. Har bilder som jag sänder till er, där framgår allt väldigt tydligt och när jag fått allt verifierat så menade de att någon annan spelat på deras casino från min Ip adress, jag fick error 404 när jag skulle sända in verifikation dokumenten så de sa till mig att öppna upp en annan internetanslutning, så då hämtade jag hem Firefox och försökte men samma fel visade den. Därför är det många mejl där jag bett om hjälp att få det verifierat genom mejl. Efter den kontakten då jag sa att jag skulle anmäla det hela så har de nu spärrat kontot och jag kan inte logga in. Men som tur är så har jag väldigt många mejl och bilder på konversationer även på att jag vann så mycket. Det har inte funnits några antydningar från dem på att någon mer skulle ha spelat på duelz från denna Ip adress utan det var det sista de gjorde efter att verifieringen blivit klart och de spärrade kontot. Jag spelade den 26/10 och kontakten med casinot har varit ständig därefter, de har bara förhala och hittat på ursäkter trots att de verifierat mina dokument. Min man Ringde dem idag vid 9.30 och fick prata med en Matilda på support. Sa att det skulle vara någon sorts kommunikation från dem innan 11 eftersom svenska spelinspektionen stänger 11.30.

Jag har inte fått någon respons eller någon sorts kontakt från dem utan de har som sagt stängt mig ute.

Jag kunde bara bifoga 5 filer, har mängder med bilder och mejlkonversationer. Ni får gärna ta kontakt med mig för att få ytterligare dokumentation.

Mvh Eva B*********

Dear Anammanord,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Do I understand correctly that your account was successfully verified any you received payments in the past?

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

Everything has been to my satisfaction until now, as I said before, I withdrew about 12200 in June, since then it has gotten worse and I have lost but on 26/10 I got a big win and was going to withdraw 36000. Everything was smooth except that they kept wanting new and different verifications, I have submitted all the verifications and they have been approved in different rounds. But it occurred (error 404) on several occasions and then they informed me to try via a now browser, said and done I downloaded firefox the same error occurred but I have got all the documents verified. BUT after I downloaded Firefox they said that several players had opened accounts from my Ip address, I am the only one who played at duelz casino from this household, and this claim of several accounts they informed me about when I said both by phone and email and also in the chat that I would report this to the Swedish gambling inspectorate. Then they blocked the account and accused me of multiple accounts. In contact with Hanna from Jämtland at the support, I went through the verification of the documents before she sent them on, she certified that they were ok and that this would not be a problem. I have pictures and email conversations saved, I also have pictures of my winnings and my pending withdrawal. The only thing they write is that they are waiting to verify the account and I will get the money. I am happy to send in all the documentation you want to speed up this process. Mvh Eva B*********

Allting har varit till belåtenhet ända tills nu, som jag sa tidigare så tog jag ut drygt 12200 i juni sedan har det gått sämre och jag har förlorat men den 26/10 fick jag en storvinst och skulle ta ut 36000. Allting flöt på förutom att de hela tiden ville ha nya och olika verifieringar, jag har sänt in alla verifieringar och de har blivit godkända i olika omgångar. Men det uppstod (error 404) vid ett flertal tillfällen och då informerade de mig om att jag skulle försöka via en nu webbläsare, sagt och gjort så laddade jag ner Firefox samma fel uppkom men jag har fått alla dokument verifierade. MEN efter jag laddade ner Firefox så sa de att flera spelare hade öppnat konto från min Ip adress, Jag är den ende som spelat på duelz casino från detta hushåll, och detta påstående om flera konton informerade de mig om när jag både sa via telefon och mejl och även i chatten att jag skulle anmäla detta till svenska spelinspektionen. Då spärrade de kontot och anklagade mig för flera konton. Jag har i kontakt med Hanna från Jämtland på supporten gått igenom verifikation dokumenten innan hon sände de vidare, hon intygade att de var ok och att detta skulle inte vara några problem. Jag har bilder och mejlkonversationer sparade, jag har även bilder på min vinst och mitt väntande uttag. Det enda de skriver är att de väntar på att verifiera kontot så ska jag få pengarna. Jag sänder gärna in allt underlag som du vill ha för att skynda på denna processen. Mvh Eva B*********

Hello again already waiting for your reply, now I got an email from duelz casino that I still needed to verify my account within 21 days. As I sent you before, I have photo proof that it is verified. I would like to send all the information to you so that it is easier for you to make an assessment and see that I am telling the truth. Since I received this email from duelz, you can see that they are only delaying the procedure and that there is no basis for what they are accusing me of. The email came today 3/11 that I needed to verify my account. I still cannot log in and am wondering how to submit my documents to you for faster assessment of the case. Mvh Eva B*********

If there was something wrong with my account, they wouldn't send a verification email.

Hej igen väntar redan på svar från er, nu fick jag ett mejl från duelz casino att jag behövde fortfarande verifiera mitt konto inom 21 dagar. Som jag sänt till er tidigare har jag bildbevis på att det är verifierat. Jag vill gärna sända all information till er så ni har lättare att göra en bedömning och se att jag talar sanning. Eftersom jag fått detta mejl från duelz så märker ni ju att de bara förhala proceduren och att det inte finns något underlag till det som de anklagar mig för. Mejlet kom idag 3/11 om att jag behövde verifiera mitt konto. Jag kan fortfarande inte logga in och undrar hur jag ska sända in mina dokument till er för snabbare bedömning av ärendet. Mvh Eva B*********

Om det skulle ha varit något fel med mitt konto så skulle de ju inte sända ett mejl om verifiering.

Thank you, Anammanord, for the update. You can send any relevant communication and supporting evidence to petronela.k@casino.guru. Afterwards, we will contact the casino directly.

Thank you very much, Anammanord, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Anammanord,

I will assist you with the complaint from now on. I went over the communication between you and the casino and the other information you submitted and I will do my best to help you. First, I would like to ask the representatives of Duelz Casino to join the discussion in order to help us resolve the issue.

Duelz Casino,

Would you be able to provide evidence of your claims, regarding Anammanord opening multiple accounts? Please, send the evidence to my email address at tomas@casino.guru

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

Unfortunately we cannot share any information regarding a players case due to GDPR but we are aware of Anammanord's case.

Our team has been in direct contact with Anammanord for a couple of weeks now. We have advised our position on this matter and if Anammanord is dissatisfied, then pls seek Alternative Dispute Resolution (ADR) via third party ADR Provider eCogra. Please note, we are currently liaising with eCogra and we will happily provide them all evidence and our position on this matter.

That's all we can say for now.

Best regards,

Duelz

Ok, thanks for the info. I have reported this to ARN in connection with Duelz's position.

Duelz is still emailing me to verify my account... Strange because it's already verified. And that they have locked me out so I can't log in.

Understand that with GDPR, but then they could have sent me their evidence, so I can share it with you and also ARN.

Thanks Guru for your time but this looks like a bigger project and ARN is involved.

Ok, tack för info. Jag har anmält detta till ARN i samband med Duelz ståndpunkt.

Duelz skickar fortfarande mejl om att jag ska verifiera mitt konto... Konstigt eftersom det är färdig verifierat. Och att de har stängt mig ute så jag inte kan logga in.

Förstår det med GDPR men då hade de ju kunnat skicka deras bevis till mig så kan jag dela det vidare med er och även ARN.

Tack Guru för tiden ni lagt men detta ser ut som ett större projekt och ARN är inkopplade.

Hello Anammanord,

Since you contacted the Allmänna Reklamationsnämnden (ARN) and requested their assistance, we'll close this complaint for now with status 'waiting for regulator's decision'.

Please let me know about the result of their investigation, when it's complete on my email at tomas@casino.guru

Dear Anammanord,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas@casino.guru

On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Tomas

I have not received any follow-up from duelz casino, as I did not trust that they had my account details, I have changed my bank. I still can't login to resolve this with them so they can pay my money to the correct account.

Mvh Eva ****

Jag har inte fått någon uppföljning från duelz casino, då jag inte litade på att de hade mina kontouppgifter så har jag bytt min bank. Jag kan fortfarande inte logga in för att lösa det hela med dem, så att de kan betala ut mina pengar till rätt konto. 

Mvh Eva ****

Thanks for your reply.

Could you please send me the official statement you received from ARN so we may learn how the dispute resolution was decided in your case?

I'll await your reply.

Dear Anammanord,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.