Duelz Casino - プレイヤーの多額の賞金は没収され、アカウントはブロックされました。

Been told my withdrawal has been confiscated my withdrawal. I played 10 free spins valued at 10p each and won £3, I then wagered this amount in line with t&c not spinning more than £2 etc, the amount then was wagered and made to my real cash balance, After this I played several games and had some luck and won £7834.03 after 72 hours of my withdrawal being pending I received a email telling me that they have taken my winnings and paid me £100 as u cannot win more than £100 from free spins. I did not win over £100 from free spins I won £3 which was then wagered into cash funds, then used to played elsewhere on the casino. I have now had my account blocked and no access to the account. Please help. I Would totally understand this if I had won over the £100 on the free spins but I did not I won £3 and this was wagered as per t&c and then once wager was met the balance was put into my real balance and then played to the amount of the withdrawal.

Hello cheryljenner92,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Duelz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How many times did you have to wager the £3? How much was your balance when you finished the wagering? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Account verification was done yesterday around midday 09/04/2024, I cannot see the wager details as I have no access to my account anymore! The money won from free spins £3 was in my bonus money until I wagered it on other games won some stuff kept wagering until it became real balance. Then once real balance I played for a few hours slots and won this amount. Last thing I had from

casino was telling me they had confiscated everything other than £100. This was by email

today then account blocked.

this email

To add they have made a £100

payment to my bank account today just checked.

Still owed but has been confiscated? And account closed down.

I agree in there t&c it states no more than £100 can be won from free spins but I did not win more than this I won £3 which then was wagered into my real balance, the £7834.03 withdrawal was in my real balance hence why I was aloud to withdraw

45x wager I believe. all of the game play and transactions will

be able to be seen on my game play on the site but I cannot access this as they have now excluded me from all of there casinos as per the notification I get when trying to log into my account.

Hello cheryljenner92,

Once the money was converted to real money balance, any other winnings should not be affected by the bonus terms. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, cheryljenner92,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Duelz Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Although the user claims they won only £3 from the free spins, they had to be wagered. When did the complainant manage to accumulate most of the disputed winnings? Was it during the wagering of the winnings from the free spins or after the wagering requirements were met? What was the balance at the point when the wagering requirements were met?

Is the casino able to substantiate its claims and decision to confiscate the disputed winnings (apply the maximum limit for the bonus in question) with relevant evidence?

We would highly appreciate it if you could provide us with the complete player's game logs to better understand the situation.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good afternoon,

Unfortunately we cannot share any information regarding a player's case due to GDPR but we are aware of the player's case and our team is in touch with her as well. According to the recent gameplay, no deposits were made before the Free Spins were claimed - meaning they were claimed against no deposit and fall under "no deposit free spins" where the max winnings will always be capped to £100 as per our general bonus T&Cs.

T&C:

1.5. Winnings resulting from a bonus or free spins that originated without making a deposit (i.e a "no deposit bonus" or "no deposit free spins"), are capped at £100 (or currency equivalent), unless specific terms are applied. Withdrawal requests of larger amounts will not be paid out and winnings in excess of £100 may be confiscated.

Thank you for your understanding.

Duelz Casino

But the winnings from the free spins was £3 under the £100 limit and then the £3 won from

the no deposit free spins was then wagered to cash and put into my cash balance and then used to play elsewhere on the casino which resulted in the winnings? The t&c do not state that once any winnings up £100 are wagered into real cash that u then have any restrictions once the wager has been completed and made into a real cash balance?????

Also deposit where made before these free spins where claimed just not on the day I claimed the free spins.

Winnings was made after wagering was met btw.

Dear Duelz Casino team,

Thank you for the information. However, it does not explain the situation sufficiently. In addition, I also asked questions that did not require evidence and could have been answered with a more detailed explanation. So, fortunately, it will not breach any GDPR. Or - how could a detailed explanation breach any laws or GDPR? What does GDPR have to do with this?

Now I would like to repeat some of my questions again, and it would be highly appreciated if you could answer them unambiguously and clearly. A clarification and yes/no answers should not breach any regulations...

"Could you please provide us with an explanation of the player's situation in more detail?

Although the user claims they won only £3 from the free spins, they had to be wagered. When did the complainant manage to accumulate most of the disputed winnings? Was it during the wagering of the winnings from the free spins or after the wagering requirements were met? What was the balance at the point when the wagering requirements were met?"

Was the player's balance capped by the maximum limit of £100 at any point during play (upon meeting the wagering requirements)? Was the user's balance less than £100 when meeting the wagering requirements for the bonus in question? Or does the limit apply when processing withdrawals?

Alternatively, since you referred to GDPR, there are also other ways how the casino could share the necessary details with the player. Can you temporarily unblock the user's account (imposing restrictions for other activity), and let her access her gaming and transaction/bonus history, or can you send the requested data directly to the email she used during registration? Or, how can the user access her own data regarding the disputed casino account?

If the casino only applied its maximum winnings limit for a no-deposit bonus and paid it out, why has the player's account been closed/blocked?

Good morning,

We've been in communication with the player regarding both the closure of her account and the cap on her winnings. However, it's important to note that forum discussions aren't the platform for discussing individual player details. However, in the T&Cs it states that winnings made without a deposit, such as from free spins or a bonus, are capped at 100GBP.

If the player is dissatisfied with our decision, they have the option to contact the official entity responsible for handling such cases. We have advised our position on this matter and if the player is dissatisfied, they can seek Alternative Dispute Resolution (ADR) via third party ADR Provider eCogra.

We hope this clarified the situation.

Kind regards,

Duelz Casino

Dear cheryljenner92,

Since UKGC does not accept complaints from players, can you please submit a complaint to eCOGRA (HERE) and provide us with a confirmation of the submitted complaint?