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Problem with my pending withdrawal of £200 not been received, not had any previous problems

Dear Tkelly848, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Dear Tkelly848,

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.

withdrawal attempt was made October 1st, no previous problems withdrawing

Thank you for your reply, Tkelly848. Do I understand correctly that you made successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Dear Tkelly848,

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.

Yes completed previous transactions and not via any kind of bonus

KYC was never an issue before also the account is closed now and no way of getting in touch with them

Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They are saying that i need to pass the KYC verification but ive sent them the relevant documents hence why i was able to withdraw before and all of a sudden this last withdrawal attempt has been held. i just want my £200 and to be done with this shambles of a site

Sometimes casinos require additional documents or other information even though your account has been verified. Could you please advise which documents the casino requested? Have you already provided them? If yes, when exactly, please?

Dear Tkelly848,

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.

Yes, bank statement, photo Id and selfie all sometime ago now when i opened the account

Thank you very much, Tkelly848, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Tkelly848,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Duelz Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hello everyone,

Unfortunately we cannot share any information regarding a players case due to GDPR but we are aware of the players case.

I contacted the team and we'll be in touch with you today via the email address on your account. @Tkelly848

Best regards,

Duelz

Dear Tkelly848,

Can you please update us on the current situation? Is there any progress regarding your issue?

Thank you.

Kind regards,

Tomas

No no progress atol. Stuck going round in circles

Just want my £200 paid as I'm in desperate need of it right now

Dear Duelz Casino,

If you are unable to provide any information on the player's case, could you kindly update us once the case has been resolved? This will allow us to confirm with the player.

Thank you.

Kind regards,

Tomas

Hello Tomas,

We reached out on November 8th and 9th to request the necessary documents to resolve this issue. However, as of today, we have not yet received the required documents. I'll be happy to update the chat if we finally receive anything.

Best regards,

Duelz

Dear Tkelly848,

Can you please provide the casino with the requested documents? It's necessary in order to complete the KYC, and subsequently, your withdrawal.

Let me know once you do so.

Kind regards,

Tomas

I sent this when i first opened the account?

Hello, everyone,

It seems that there haven't been any documents uploaded yet. Please provide the documents via the email address our team is using in order to be in contact with you.

Best regards,

Duelz

Dear Tkelly848,

I kindly ask you to cooperate. Otherwise, we won't be able to help you. Please let us know once you provide the casino with the requested documents to their email address.

Kind regards,

Tomas

Dear Tkelly848,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas

Casino.Guru