Complaint #113 Duelz Casino

Withholding withdrawal because of verification

By Marisgavars86

3 years ago

For last three days being back and forward with Duelz verification process. Never had a problem until now when trying to withdraw £100. Asked to verify my account what I did, account shows verified but now being asked to send picture with me holding ID, did that 5 times so far and only getting emails to send picture. Nothing being explained is it pictures are rejected or why they keep sending the same email over and over again. Can’t get them on live chat as this function seems to be disabled on my account. Every time asked for a reason I get the same email, send picture of yourself when I do there is no response. When I’m asking for an update just getting email to send them picture. It’s like a loop and feels like they are buying time.

Disputed Casino Duelz Casino

Reason Verification issues

Amount £100

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Marisgavars86,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Duelz Casino

• Representative

2 years ago

Hello,

We investigated the complaint carefully and found that the verification was completed successfully.

Thank you for everyone's cooperation.

AskGamblers

• Support Team

2 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Duelz Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

3 years ago

Dear Duelz Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Duelz Casino Complaint Stats

Resolved 27 / 28

Avg. Amount $8,323

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Duelz Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 26 out of 27 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Duelz Casino Complaints

See all complaints for this casino

Not paying my pending withdrawals over 8000 pound

Dear Duelz Complaints Team,

I am submitting this as a formal complaint regarding the ongoing delay to my withdrawal.

I have a pending withdrawal of approximately £8,550 Since requesting the withdrawal, I have fully cooperated with every verification request made by your team.

The documents I have already provided include:

Passport
Driving licence
Bank statement
Payment card verification
Apple Pay verification
Screenshots showing my deposits
Source of funds
Despite supplying all of the above, I continue to receive further requests for information and my withdrawal remains unpaid. I have cooperated promptly throughout the process and would now like a clear explanation of:

Exactly what outstanding verification, if any, remains.
Why my withdrawal has still not been processed.
The date by which my withdrawal will be paid.
If all required verification has been completed, I expect my withdrawal to be processed without further unnecessary delay.

If this matter is not resolved promptly, or if I do not receive a satisfactory explanation, I will escalate my complaint through your Alternative Dispute Resolution (ADR) provider and will also publish factual accounts of my experience on recognised gambling complaint platforms.

I hope this matter can be resolved quickly and professionally.

I look forward to your prompt response.

Resolved

£8,550

Withdrawal Delay of 1150 GBP over 8 Months

I am requesting assistance with a withdrawal of £1,150 from Duelz Casino, originally requested on 04/08/2025.

Facts of the Case:
• The withdrawal has been in "Waiting for Approval" status for over eight months.
• I have completed all KYC requirements, including providing a bank statement that confirms the use of my personal debit card (ending in 6286).
• On 29/04/2026, I spoke with support agent 'Faye' via Live Chat. She confirmed via a written transcript (attached) that the transaction was "showing as successful, but was in reality not completed" due to a technical error.
• During this chat, I was promised the payment would be re-processed manually. However, the transaction remains "Waiting for Approval" and my pending withdrawals page remains empty.

Evidence provided - I have attached the chat transcript where the operator admits a technical fault, my transaction history showing the 8-month delay, and my bank statement proving ownership of the payment method. I am requesting that Duelz Casino manually finalize this transaction as per their support team's recent admission.

Resolved

£1,150

Withdrawal still pending after 72hours after verification

On the first day of creating the account deposited £70. Withdrew £730 and came up as pending, may take 72 hours to process.

Even though I’ve played on their sister account’s Voodoo Dreams, my spins and withdrawals have been instant.

After 24 hours, I was asked to upload documents for verification, which I did, and they were accepted on-site.

After 48 hours, it is still pending. I messaged live chat to ask what’s happening, they asked if I had received an email confirming my documents have been verified, which I haven’t but on their site it says I have.

They said I need to wait for email confirmation, as sometimes their site isn’t accurate with verifying documents. Once I’ve received this email, my withdrawal will be processed. However, they can’t give me a timeframe of when I’ll receive email confirmation.

Resolved

£730

Withdrawal still pending after 6 days

I have been playing at this Casino for some time and have always found the process of depositing and withdrawing fairly painless. I have when requested submitted documents to verify and at the time of deposting and playing on Thursday 1st May, the account was fully verfied.

I played and withdrew £800 on Thursday 1st May. Withdrawal went into pending. Saturday 3rd May received email that the withdrawal had been returned to my balance as I needed to withdraw via Trustly which I did immediately.

Sunday 3rd May - Received email asking for copy of bank statement (although this had been supplied 2 - 3 weeks previously and had been accepted). I uploaded a verified PDF bank statement and a photo of the same bank statement to ensure I had covered all bases.

I emailed on Monday 4th May asking for an update to which I received a reply that the verification process is still ongoing.

Emailed again on Tuesday 6th May asking for an update and no response.

Resolved

£800

Excluded my account for no reason and not paying my money which is 7420

I deposited 3500 in duelz casino and made it to 7420.

When I deposit 3500 they ask me to verify my account and when i request to withdraw my winning.

They asked again to submit documents again which i did.

I send them my passport even send a picture of me holding passport, proof of address , my bank statements and paypal statements

Next morning my account was excluded without giving me any reason and they are not replying to my emails.

When i checked online people facing same problem.. i am in so much fear that i am gonna lose my money.

Can you please help me to get mu money back. I don’t even want my winnings

Just return my deposit which is my hard earned money.

Thansk

Unresolved

€7,420

250 won and paid out but 5000 withheld

I have submitted My face I'd, bank statements, proof of ID and address and also Mobile phone bill.

I won £5000 first and then £250

The £250 has been paid but the £5000 is being withheld subject to further verification.

Is it fair to pay a smaller amount with basic verification and then ask for further documents for a larger amount?

I have provided all documents, been told its being processed and now am left I'm limbo.

I have provided face I'd and a picture holding the ID, I've provided bank statements, proof of address and proof of ID

£250 has been paid out as a separate withdrawal but the £5000 is still under approval.

One representative said all verification is complete and the withdrawal will be processed at the " earliest convenience " then another said they need statements from a bank account I do not own or am associated with.

I would like this resolved and to receive My £5000 as they have paid out £250, they should pay out the larger amount too.

Resolved

£5,000

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

Resolved

Withholding funds with no response

I've messaged live chat daily to be told the same thing,

"your documents have been accepted and forwarded to the correct department"

Having not used this casino before, I self verified before playing to make sure I was ahead of the process should I ever have to retain any winnings.

I decided to withdraw some funds 6 days ago now, on the 2nd day I was asked to upload additional documentation which was a selfie holding my identification document and a full PDF bank statement.

This was sent by email which as been completely ignored and 6 days in my approval status for my withdrawal is still pending.

There's been no response what so ever and the live chat agents just rinse and repeat the same statement over and over.

Resolved

£5,000

Withdrawal pending due to unnecessary verification delay

Hi, I have made the request for withdrawal and provided my provisional DL and council tax letter however they still asking for alternative photo ID card. I gave my BRP Card and I was told the verification has been completed and I shall wait for email however By evening I received the email asking for more documents and on top of that the page to upload docs is not allowing me to upload any doc. I contacted customers support chat and they told me to share the doc via email. I have provided my selfie with my documents and my bank statement. This is just so unnecessary asking for alternative doc again and again just so to delay the whole process. I don’t know what more evidence is required to prove.

Please help me with this issue as I believe all the legit docs as per the policy has been shared and still asking for alternative doc is sharing too much of my personal information with this casino. Once this withdrawal is complete I will never play here again. there process is way too stringent.

Resolved

£10,250

Account excluded while waiting for withdrawal

Hi There,

I’ve made a few deposits over the last few months since joining Duelz and when I went to withdraw my balance of £4037 I was told to verify my account which I did and provided multiple documents etc. I was then told yesterday and this morning by live chat that my account had been verified and my withdrawal should be approved today. When I went to check on the status of my withdrawal I was told I’ve been excluded for no reason and now I can’t contact them directly.

Resolved

€4,037