Duelz Casino Complaints

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.

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.

Hi

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

Hi

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.

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.

I am very stressed with this website I deposited £750 and was using the site my verification has been waiting for approval for some time and during this I have won £9900 and I have tried to withdraw but no sign of verification getting approved. Now the money is just said waiting to be approved also I have no direct number no direct email that replies and I am looking at other reviews and thinking I aren’t going to get the money or get verified as they don’t seem to accept any documents.

I deposited and played, and was fortunate enough to win £5,000 with Duelz. I processed my withdrawal and was pending authorization, all fine.

The next day, I deposited again and won £500.

Again, I processed my withdrawal, and is pending, again, fine.

However, moments later I received an email saying my account was to be closed. I replied asking about my withdrawal and was then asked to provide documents which I sent within the hour. I’ve yet to receive confirmation of said documents and after googling I’ve seen this is a common problem and I'm now concerned I'm not going to receive what is quite rightly mine!

I’ve sent a number of emails to Duelz and have had no response at all.

Duelz, please reply to my emails immediately and please process my winnings.

This casino are withholding my winnings and not offering an update, just telling me that it’s being reviewed and they cannot update.

Despite asking numerous times politely to be updated they are not making any headway for me in the slightest it is simply the same answer worded ever so slightly different each time I ask no matter how politely I have asked.

Have been trying to withdraw for 2weeks and have been asked to submit various documents which I have provided!

Whenever I ask them for an update I keep getting told that they do not know when they will be able to complete the verification? Or how long I will be made to wait!

Never experienced anything like it.

They kept coming back asking for more and more documents to which I have provided them everything and the customer service goes as far as saying the people I have been emailing do not exist? And this situation is unacceptable as I am yet to ever experience such a wait to access my funds!

Can you please help?

Between the 8th and 10th of Nov 2022, I won roughly £4500, £1500 was essentially paid at a reasonable speed, which I was very happy about, however, the remaining 3250 was put on hold, pending verification.

I was fine with this and quickly verified which took 1week, which again I was happy with. However it has now been 21days since the initial request (14 days since being verified) and my withdrawal is still pending, every email from them simply states "the case is with the relevant team", and they simply provide no further explanation, I was patient at first but their website lists 4days maximum and instant Paypal payments (in addition to processing times). 14 days later and my payment is "awaiting approval" EVEN THOUGH its already passed pending approval!!!!

Numerous emails and chats later, I still have no idea what's going on!

My limits were all reduced to £1, my account cannot access any games and it feels like I'm being locked out with no explanation.

I have attached the most recent emails, please let me know if you need anything else!

I won £200 from this casino after wagering there bonus they gave me. I submitted a withdrawal request for £20 and £180. After two days they got declined and they confiscated £100 from me. They said the max I can withdraw from a non deposit bonus is a £100. I thought that's annoying but fair enough. So as soon as I received the above mentioned email, I requested a new withdrawal for £100. which they still haven't paid out.

I have contacted their live chat agents and whilst they are very polite they are not helpful at all ! |One tells me it will be done today. The other says come back tomorrow and if it isn't processed by then we will be able to chase it. So I did that and the chat agent just it's still being processed.

I'm at a dead end with this casino and would like some outside help.

Regards

Hi there,

I played some roulette with this casino and won a sum of 3000 pounds and now I have been blocked from accessing my account so I can't chase up the money I am owed. Before I was blocked the live chat told me I had to be patient and with for it?

This is so unprofessional it's scary. They have now had my money over the period of maximum days it normally take.

I really need help with this.

Thank you.

HI askgamblers, if you can help me.

I opened an account with duelz and verified my account and deposited 2600. Won just over 12000. I made a withdrawal for 10000 on the 27th of June 2022, from then its been On waiting for approval.

Today's date 5th July, I am yet to receive any information about my withdrawal. All I keep getting is they can't give me an update and the payment team will contact me.

I've been On live chat 3 too 4 times a day and still duelz keep telling me no updates and they will push the payment team to give me an update and still nothing. I am very worried where my money is and still no update from them.

I need help.

Hi Ask Gamblers, I am after some help! I have been trying to withdraw a large win from Duelz Casino.

I am fully verified - providing all documents. The win was made without any bonus wagering restrictions.

I am trying to withdraw £101,000! this was a win on slot game Folsom Prison through the bonus game.

Immediately after the win, I started to withdraw. The maximum you can withdraw is £5k in a single withdrawal, so I currently have 21 transactions waiting for approval. These were all submitted on 16/06/2022. Since then I have had contact through live chat to be told we are still checking and verifying the win. Each operator congratulates me on the win but ultimately cannot tell me when I will receive my payment. I have all live chat transcripts and screenshots.

I am desperately worried due to the size of the win. The withdrawals went from pending to waiting for approval very quickly but since then the only contact is from me. I have been on live chat daily only to go round in a loop with no answers to my questions. I completely understand it’s a large sum and I have to wait a reasonable time but I have waited 7 days with no end in sight. I am an experienced UK player and this is now causing strain on my mental health.

Any help you could provide would be greatly appreciated.

Dear AskGamblers

In middle of May this year I opened account on Duelz carefully providing correct information. There was no issue to deposit straight away and use games at any point and I have not been asked for any further verification but as regular user of other platforms I decided to verify myself anyway in advance. I have done so and at 11.06.22 7:10am I received confirmation I am verified now towards ID, proof of address and payment method.

Then on 12.06.22 I requested my first withdrawal for amount of 950.00£.

And since then nightmares started. Few minutes after withdrawal request I got email asking me to verify myself by sending photo of myself holding passport towards Face ID verification.

Never been asked for anything when deposits were made in past but one withdrawal and suddenly such request - despite being verified according to their requests on my account.

I have done so and provided requested photo.

I must highlight I was still able to log into platform to play or deposit or check withdrawal status which was “waiting for approval” however when day later (14.06.22) got confirmation my verification towards Face ID has been approved I got another request for E-wallet statement payment method - Skrill towards affordability review which I provided however after that email I am unable to log in to platform which says I am excluded - therefore I am unable to check status of withdrawal or contact live support and verification team does not reply or confirm anything.

There is no answer by email - got only one reply few days later from customer services stating “as soon as account is verified relevant department will contact me” - which is same answer many people who had similar issues had received.

There is no phone number to call anyone, no communication and constant feeling of anxiety which leaves me in huge stress as I never had such issues with any platform, with verifications, deposits or withdrawals - never - and I being player with various other providers so this situation is really affecting me not only regarding missing 950£ but also affecting mental health.

Please if you could kindly help me

If needed I can provide evidence of all emails and conversations.

I will truly appreciate your help

Kind regards

Thank you so much

< first name removed >

I signed up to duelz casino two weeks ago and I fully verified my account before playing. Everything was fine but then on the 27th of april I deposited £175 using paysafe and won £2700 which I tried to withdraw. That is when they started asking for all sorts of documents so I complied and sent in the following:

• My bank statements which were verified
• My proof of address which is verified
• My face with i.d next to it which is verified
• My paysafe voucher that I deposited with that is verified

I sent in my Neteller transactions 4 times in the past 4 days in a pdf file, every time they keep saying to send that which I do but they do not acknowledge it. I deposited with paysafe and withdrawn to bank of that win anyway so I don't see why the stalling for withdrawal in the first place as everything is verified.

I would also like to add they no longer reply to any of my emails even when they were replying it was taking 48 hours per email that's why I am making this complaint on here to get it resolved.