Duel.com Casino - El jugador solicita un reembolso debido a problemas con el juego.

Good morning, I believe Duel.com casino does not comply with any responsible gaming regulations. After losing approximately €7,000 on one account, I requested self-exclusion. Since I'm a compulsive gambler, I opened another account and again lost over €7,000, depositing from the same crypto wallets I used for the other account. I would like a refund because this casino has caused me a number of problems. I can attach any evidence you need; multiple accounts were funded from my wallet.

Buongiorno, penso che il casino Duel.com non rispetti alcuna norma sul gioco responsabile. Dopo aver perso circa 7000€ su un account ho chiesto l'autoesclusione. Visto che sono ludopatico, ho aperto un altro account e ho perso di nuovo più di 7000€ depositando dagli stessi wallet crypto che ho utilizzato per l'altro account. Desidero avere un rimborso perché questo casino mi ha causato non pochi problemi. Posso allegare tutte le prove che volete, dal mio wallet sono stati finanziati più account.

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Dear ceeerneee,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duel.com Casino.

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• When was your old account closed?
• When did you create another account?
• What is similar in your new account to your old account aside from using the same payment method?
• Did you pass KYC verification for your new account?
• Could you please forward me the original self-exclusion request you sent, along with the casino's response? Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

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

Best regards,

Jean

The closure request was made on July 5th.

Duel never performed the KYC procedure on either account.

The two emails used for the accounts are mine.

There is no email correspondence, there was some correspondence via live chat but it is unrecoverable.

I really don't know what to do, I'm a compulsive gambler and right now I could open 10 more accounts on Duel

La richiesta di chiusura è stata effettuata il 5 luglio.

Duel non ha mai applicato la procedura KYC a nessuno dei due account.

Le due e-mail utilizzate per gli account sono mie.

Non c'è nessuna corrispondenza via e-mail, c'è stata una corrispondenza via live chat ma non recuperabile.

Io veramente non so cosa fare, sono ludopatico e in questo momento potrei aprire altri 10 account su Duel

What is similar in your new account to your old account aside from using the same payment method? I understand that the email address is different. Did you use the same name, address, and phone number?

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Dear ceeerneee,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin, (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello ceeerneee,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Please check your inbox, I will send you an email soon.

I would also like to invite the Duel.com Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user able to create another account, even though he was excluded?

Please let us know whether you believe any of your safeguards have been intentionally bypassed. If possible, please also provide us with full live chat transcripts and the user's deposit histories. You can send them to martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

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.

Dear ceeerneee,

I am sorry to inform you that, although we were able to get in touch with a casino representative, we have not received any information from the casino that would allow us to properly verify their claims or move the case forward. We are therefore sadly unable to continue with the complaint resolution process and will be forced to close this complaint as unresolved.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

I also recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find in the footer of the casino's website. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

The casino may reopen this complaint at any time should they decide to cooperate further.

Kind regards,

Martin