Duelz Casino - Das Spielerkonto wurde geschlossen, die Auszahlung ist unvollständig.

I won SEK 182,669 when I played monopoly on the duelz website and first made a withdrawal of SEK 150,000 and the idea was to save SEK 32,669 in my gaming account to continue playing for.

They then start asking for some different documents for verification which I sent them all kinds of proof of income, address, ID and gave them proof on a computer the amount of money I won on another Camino so I did everything they asked me for.. then I was rejected for my withdrawal because they claimed that I had not provided the right documents and so they waited for about 1 week and today they have deposited money into my account but completely the wrong amount, they have made a withdrawal of 32,669kr so there is 150,000kr missing and I have sent emails to them but have not received any response, and they have closed my account so I cannot have contact with them in live chat.. I am afraid that they will ignore paying my 150,000kr and blow me right off?! Please help me with this because this is criminal they can't do this right? I have a printout of my winnings amount, I have a printout of the withdrawal that I tried to make of 150,000 when it was pending approval. What should I do? Thanks in advance! Regards Patrik Norman

Jag vann 182.669kr då jag spelade monopoly på duelz hemsida och gjorde först ett uttag på 150.000 kr och tanken var att spara 32.669kr på mitt spelkonto att fortsätta spela för.

Dom börjar sen fråga efter en del olika dokument för verifiering som jag skickade in till dom alla slags bevis på inkomst ,adress, ID och gav dom bevis på en dator summa pengar jag vunnit på ett annat Camino så jag gjorde allt som dom frågade mig efter.. sen fick jag avslag på mitt uttag pga att dom påstod att jag ej hade tillhandahållit med rätt dokument och så höll dom på 1 vecka ca och idag har dom satt in pengar på mitt konto men helt fel summa , dom har gjort ett uttag på 32.669kr så det fattas ju 150.000 kr och jag har skickat mejl till dom men har ej fått något svar, och dom har stängt mitt konto så jag kan ej ha kontakt med dom i live chatt.. jag är rädd att dom ska strunta i att betala mina 150.000 kr och blåsa mig rätt av ?! Snälla hjälp mig med detta för det här är ju kriminellt dom kan ju inte göra så här eller? Jag har print på min vinst summa jag har print på uttaget som jag försökte göra på 150.000 då det var väntande på godkännande. Vad ska jag göra? Tack på förhand! Mvh Patrik Norman

Dear patriknorman,  

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

• When did the casino ask you to complete verification?  
• Have you provided all the required documents as soon as possible and in the correct format?
• What documents were rejected? Were any of the documents approved?
• Did the casino notify you about the reasons for closing your accounts?

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

They started asking me for verification when I was about to make my withdrawal of 150,000.

I have submitted all the documents that you are supposed to submit and they did not approve anything until I submitted a document proof from another Casino for a larger amount of money that showed withdrawals for the amount that was in my name. They rejected regular bank statements and when I swiped my ID card..all documents for proof of address were rejected.. no I don't think they had any reason to block me but they meant that something seemed strange with my gaming account.

Dom började be mig om verifiering då jag skulle göra mitt uttag på 150.000

Jag har skickat in alla dokument man ska skicka in och dom godkände inte någonting förrän jag skickade in ett dokumentbevis från ett annat Casino på en större summa pengar som visade uttag på den summan som stod i mitt namn. Dom avvisade vanliga kontoutdrag och när jag knäppte kort på mitt id..alla dokument på bevis på adress avvisades.. nej jag tycker inte dom hade någon anledning till att stänga av mig men dom menade på att någonting verkade konstigt med mitt spelkonto.

Today I received an email saying that they paid out SEK 182,669 to my account but still only SEK 32,699 has been paid out, yes I can show the email but how do I send it to you now?

Idag fick jag ett mail då dom säger att dom betalat ut på mitt konto 182669 kr men fortfarande bara 32699 som har betalats ut , ja kan visa email men hur skickar jag in det till er nu?

Dear patriknorman, please feel free to send all the relevant communication between you and the casino to my email at natalia.b@casino.guru. Thank you.

I've sent the email you wrote just now and they haven't paid out yet...

Har skickat på den emailen som ni skrev iaf nu och dom har inte betalat ut än...

Now I have finally received my money, thanks for the help and support!

Nu har jag äntligen fått mina pengar tack för hjälpen och stödet!

Dear patriknorman,

I'm glad to hear that you finally received your withdrawal in full and your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru