Duelz Casino - El jugador cree que el reintegro se ha retrasado.

Deposit with direct bank payment. Withdrawal was approved. But have not received it. Contacted them every day, but the same answer, that I have to wait... Although before was almost instant money withdrawal in my bank account. Thank you

Dear Oscars,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I can't log in from a website to sen them that I have not received my withdrawal. I can't do that with my Barclays app. Only from website...

Dear Oscars,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. Sorry, I still have not received my withdrawal. Thank you

Dear Oscars,

Can you advise if your account has been fully verified and if you have accumulated your balance with real money balance or a bonus?

Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello. Yes my account is fully verified and I deposited without the bonus money. Thank you

Transaction ID: 2025040106100102776

Date

21/04/2025 19:38

Type

Withdrawal

Amount

£540.00

Status

Approved

This is the money, that still is somewhere, but not in my account...

Thank you Oscars for all the information provided so far. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Oscars,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Duelz Casino representative to join this conversation.

Dear Duelz Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi everyone,

we checked with our payments department and they mentioned that the withdrawal was successfully processed on their side. The options currently available are as follows:

• you can check with your bank since this is a banking related issue
• we can wait until the money arrives in your bank account
• In one of our correspondences, our team mentioned that they needed a document in order to check the status of the payment, which they unfortunately did not receive. I have asked them to send you the email again, just in case it got lost in the spam folder. Due to GDPR, we cannot go into further details about this, but please feel free to check your email (and spam-folder) and reply to them directly.

Thank you very much in advance and we hope for a quick resolution.

Kind regards,

Duelz Casino

Thank you for the reply, Duelz Casino.

Dear Oscars,

Could you please confirm, if you have been able to provide the casino with the mentioned requested document?

Thank you.

Yes. I send the Bank statement. Thank you

Dear Oscars,

Please notify me, when you will be able to make progress in your verification or withdrawal process.

Thank you.

Dear Oscars,

Have you received any update from the casino?

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.

They sent me the money back on my Casino account. All good. Thank you

Dear Oscars,

Could you please confirm whether you would like to withdraw money from your player account, or if you consider your issue resolved so that I can close this case as solved?

Thank you.

Dear Oscars,

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.