Duelz Casino - Unable to access or withdraw my winnings

I am extremely frustrated and disappointed with the ongoing issues related to session time limits on my account. Yesterday, I attempted to log in, only to be met with the message that I had "reached my session time limits," despite the fact that two days earlier, I spoke with a live agent who assured me that all session time limits had been removed from my account.

This is not the first time I have encountered this problem. Last week, I went through a series of ten emails back and forth with your team to resolve the exact same issue. At that time, we supposedly fixed it, but now the problem has resurfaced, and I am once again unable to access my funds or winnings because your system locks me out completely.

Since yesterday at approximately 5 p.m., I have sent nearly eight emails to your support team, and I have yet to receive a single reply. I cannot even log into my account to speak to a live agent on chat because you have restricted my access entirely. It is now nearly noon, and I still haven’t received any response. This is an unacceptable way to handle a customer's issue.

What makes this situation even more frustrating is that, after reading various online forums, I discovered that other casinos handle session limits by simply preventing players from placing bets, while still allowing access to their accounts to make withdrawals. DUELZ, however, blocks me from even logging in, effectively holding my funds hostage.

I had attached screenshots of my live chats with the agent who assured me that all session time limits had been removed, and I am attaching them to this email now. This is completely unacceptable. I expect a swift resolution to this issue, and for my account to be permanently free from these restrictions so that I can access my funds when needed.

I look forward to your prompt response and resolution.


Sincerely,
Ash