Duelz Casino - Los jugadores tienen dificultades para verificar su cuenta.

I have previously verified my account with Duelz with licence and proof of address having withdrawn small amounts with no problems at all. I then put a withdrawal request of £6500 on the 20/12/2024 and another 2 of £250 and £305 few days after. Waited few days still pending went on live chat and they said it’s being reviewed normally takes 24 hours. Anyway waited few days still nothing. I then get a email on the 26/12/2024 asking for selfie holding my licence and bank statements from 2 accounts dating from 5/11/24 to 25/12/24 and source of funds. I send the selfie and tell them my income and email asking why are you asking for all this when withdrawing and not when depositing if there was any problems. Long story short they said it had nothing to do with my withdrawal and more to do with deposits. I then sent the statements they asked for. They emailed back asking for payments from a third party sent by me to them and them sending me. I told them it’s my sister and I send funds to her to not overspend when wininning. They also asked about two deposits in my account from winnings at a casino one of £14000 and £40000. They are now asking for me to contact the casino and get a certificate from the manager to prove my winnings. And are now also asking for more documents like my PayPal transaction history for two months. And also my sisters bank statements I feel like asking for that is a lot and it’s her privacy not to share as it was me gambling and I have never used her cards or account to fund deposit. I have asked for them to close my account and send my winnings but they are still asking for endless documents. I have never had this problem with any other casino and just want to get it sorted

Dear Mnm9,

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 take KYC lightly, but asking for someone else's documents seems to be too much.

• Could you please confirm that you provided all the required documents except for your sister's bank statement?
• When did you send the last document(s)?

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,

Kristina

They originally asked for my selfie with licence

bank statements for 2 accounts and proof of income after sending this they replied asking me for my sisters relationship with me and the nature of transfers. Thayer also asked what some deposits were that showed on my statements. 2 are winnings from a casino which clearly show as that. And one was a cash deposit I done at a post office so I explained that. Lastly they asked for me to confirm my income based on what they seen on my account which I did. So after them asking for all this I replied to that on the 17/1/25

they are now asking for identification of my sister a bank statements and a letter from her. They also asked for me for me to get a winnings certificate from the casino for the deposit showing in my account and are now asking for PayPal statements which I have not sent any of. Reason being I originally gave everything they asked for and explained everything now they are asking for more and more documents some of which are out of my control like my sisters documents. Then a certificate of winnings from a casino they can clearly see a deposit from. Just to be clear I’ve never deposited from my sisters card or account and only ever used my own. I would now just ask to be payed my winning whatever they want to do with my account after I don’t mind

Thank you very much for your reply, Mnm9. 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.

Dear Mnm9,

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.

Emailing you everything over now thank you for your time and help I appreciate it

Sorry if I’ve sent multiple I tried from my phone and then browser.

Thank you very much, Mnm9, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Dear Mnm9,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Duelz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify why you have been asking for the player's sister's documentation. Does she also have an account at your casino?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good afternoon,

Unfortunately we can't go into any details due to GDPR reasons.

However the player was informed about the case and the outcome through email and should they be unsatisfied with the result, they can contact our ADR eCogra.

Thank you very much for everyone's cooperation.

Best regards,

Duelz Casino

Dear Mnm9, could you please inform us what was the casino's last email about?

Have you decided to contact eCogra?

They asked for my sisters Id. Her holding it in a selfie and her bank statements.

a certificate to show winnings that Were on my bank statement from the casino even though they can clearly see on the transactions.

and then my PayPal transactions.

my sister has no account with them or any betting site. She is refusing to give me personal information to send to them let alone anyone else.

they only started asking for stuff 6 days after my withdrawal request. They were still letting me deposit and play. They should have stopped me from playing when depositing if they had any concerns.

I have not contacted ecogra yet

Hello Mnm9,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

No problem thank you

Dear Mnm9, sorry for the late reply. I hope you've been doing well.

Unfortunately, the casino doesn't want to discuss your complaint here due to GDPR issues. Therefore, I strongly recommend you submit a complaint to eCOGRA, as mentioned by the casino. The alternative dispute resolution center has more tools to help players, and I hope they will be able to provide you with a just solution to this case.

Please contact them via the website https://ecogra.org/alternative-dispute-resolution/ and submit your complaint describing the situation in detail.

Let me know if you need any help with that. After you submit the complaint, I will need a screenshot to confirm that the complaint was indeed submitted, or please share an email confirmation after your complaint is accepted. After that, I'll close your complaint here on casino.guru, and we'll wait together for the decision of the ADR.

No problem I will do that if that fails I will be taking it to court. Will update you as soon as possible

Dear Mnm9, can you please update me on whether you have contacted the eCOGRA so far?

Dear Mnm9,

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.

I have tried but keep getting a error message saying try again later when filling out the form

Dear Mnm9, can you please share the screenshot of the error you received? Or let me know if you have managed to submit the complaint after your last message.

At one point it said message sent but I don’t have no confirmation so I think it’s not going through

after a few attempts I got this message but still no confirmation email does this mean it has been sent.?

Managed to get a confirmation now they said I will get a email in 7 days to request any info to support my claim

Thank you for keeping us updated, Mnm9. I'm glad to hear that you finally managed to submit your complaint to eCOGRA.

For now, I will close this complaint, but it will automatically reopen in three months. You will receive an email notification about this. When the complaint reopens, we will request an update on your ongoing dispute with eCOGRA. However, I hope you receive updates from them sooner than expected. Please feel free to email me at natalia.b@casino.guru if you have any news or developments in your case. I will adjust the status of your complaint along with the ADR’s decision.

Thank you for your understanding.

Regards,

Natalia

Dear Mnm9,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances 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.

They have ruled in casino favour. I can put the reason they have given on here. Not sure if I am allowed. But I have a lot of other things going on in my life at the minute I’m sorting out. I will be sending the casino all the documents they are asking for apart from my sisters personal documents which she is not willing to give and then taking the matter to court.

Dear player,

Thank you for your update. As the official Alternative Dispute Resolution service for Duelz Casino has ruled in favor of the operator, I regret that I have no other option but to close your complaint as rejected.

I appreciate your understanding and cooperation during this process, and I apologize that we couldn't reach a more favorable resolution in this case. If you have any further issues with this or any other casino, please don't hesitate to contact our Complaint Resolution Centre. We'll do our best to help.

Best Regards,

Natalia

Casino.Guru