Duelz Casino - プレイヤーの引き出しが遅れています。

I’ve attempted multiple times to get into contact with Duelz & when the live chat is available they give absolutely not information other than to ‘wait’ for the verification team. I’ve checked the verification section on my account & it now says ‘verification not needed’ after I submitted my ID, proof of address and bank statement. I’ve emailed to file a complaint but yet again no one has contacted me. I have pending withdrawals totaling £500 but yet no one can tell me what’s going on & when they’ll be approved

Dear case8190,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawals and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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.

Assuming that you have completed KYC verification successfully and had your withdrawals approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear case8190,

Have there been any developments since our last conversation, please? 

Dear case8190,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.