Complaint #18
Duelz Casino
Long verification process and then complete silence
4 years ago
I attempted to withdraw £300 from my account and was contacted by the Duty of Care team asking me to verify my account by showing E-wallet statements and completing the Source of Funds questionnaire (my bank is not supported by their bank verification process).
I did this, and explained that I don't receive payslips from my employer as they're based in China so showed them a page on the website where I can track how much I have earned (I work as an online teacher). The amounts displayed on all my monthly payment pages (in Chinese RMB) matched the amounts I showed them coming into my account (in GBP), but I can fully understand them not being satisfied with screenshots so have no issues with these not being accepted on face value.
Following this, I sent them 3 PDFs of my bank statements showing the Chinese company paying me regularly every month by CHAPS international transfer, and their response was to ask me which transactions show my income, and for me to provide a letter from my HR department! It's painfully obvious which transactions show my income on the statements, and this reply did genuinely feel like they were now just delaying having to verify and pay me.
By this point we had been emailing every single day with no delay, so even though the process was longwinded I thought the communication was very good...
I then sent them a clear image of a letter from my bank (all four corners, name, date, address) confirming I received an international CHAPS payment from China that literally has the word 'Salary' written on the reference, and even got my HR department to write a letter confirming my employment, salary and frequency of payment.
Since sending these two documents I've received no reply, have not received my withdrawal and cannot access my account as this was blocked on the first day they emailed asking for verification. The online chat is less than helpful, at one point they even told me I was emailing the wrong department and I should be emailing the verification team instead. I then emailed the verification team thinking that I might still need to do this after confirming the source of my funds, so I sent over my passport and E-wallet statements and also received no reply from them.
It's not a huge amount of money, but it's extremely frustrating being asked to provide huge amounts of private information when every single piece of evidence and document matches up, and then for them to simply stop communication afterwards.
I did this, and explained that I don't receive payslips from my employer as they're based in China so showed them a page on the website where I can track how much I have earned (I work as an online teacher). The amounts displayed on all my monthly payment pages (in Chinese RMB) matched the amounts I showed them coming into my account (in GBP), but I can fully understand them not being satisfied with screenshots so have no issues with these not being accepted on face value.
Following this, I sent them 3 PDFs of my bank statements showing the Chinese company paying me regularly every month by CHAPS international transfer, and their response was to ask me which transactions show my income, and for me to provide a letter from my HR department! It's painfully obvious which transactions show my income on the statements, and this reply did genuinely feel like they were now just delaying having to verify and pay me.
By this point we had been emailing every single day with no delay, so even though the process was longwinded I thought the communication was very good...
I then sent them a clear image of a letter from my bank (all four corners, name, date, address) confirming I received an international CHAPS payment from China that literally has the word 'Salary' written on the reference, and even got my HR department to write a letter confirming my employment, salary and frequency of payment.
Since sending these two documents I've received no reply, have not received my withdrawal and cannot access my account as this was blocked on the first day they emailed asking for verification. The online chat is less than helpful, at one point they even told me I was emailing the wrong department and I should be emailing the verification team instead. I then emailed the verification team thinking that I might still need to do this after confirming the source of my funds, so I sent over my passport and E-wallet statements and also received no reply from them.
It's not a huge amount of money, but it's extremely frustrating being asked to provide huge amounts of private information when every single piece of evidence and document matches up, and then for them to simply stop communication afterwards.
Screenshot
