Duelz Casino - Das Spielerkonto wurde aufgrund eines Selbstausschlusses geschlossen.

Hello;

I opened an account and deposited money into the account yesterday. 200 Canadian dollars. I won it to 1000.00, then I did a 1 day time out, only to find out my account does not let me login anymore and it says your account is self excluded from our casinos.

i can not log in and can not contact support, so I have no recourse but for you to help me out to get my winnings, and btw the fact they never contacted and gave me the 200 CAD I deposited means this casino needs to have its rating much much lower than it is.

thank you,

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Dear moekhazaal99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Have you ever suffered from gambling addiction or been registered with Gamblers Anonymous (GA)?
• Did you have an account with another casino, or during the recent period did you make any excessive deposits, withdrawals, or show gambling activity that could have led the casino to take such action?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear moekhazaal99,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru