Duelz Casino - プレイヤーのアカウントは検証の問題が発生しています。

Hi there I made a account about a month ago and today I deposited 20 pounds and as soon as I done that it said I had to upload my id docs which I have but it rejected my id card

Dear cdane4250,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duelz Casino.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Were you given the option to submit your ID card again?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you contacted casino support and asked for assistance? What response have you received?

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

Best regards,

Tomas

Sent my utility bill and my citizen card id card which I have on my phone as I lost my id card

Dear cdane4250,

Could you please share with me your communication with the casino regarding the verification of your identity and account?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Have you attempted to submit other documents instead? Have you been asked by the casino to submit alternative documents?

Dear cdane4250,

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.