Duelz Casino - Hráč má potíže s dokončením ověření účtu.

I deposited without any problems 8 days ago played for 20-30 minutes I ended up winning on lightening roulette with £15 on zero and hit a 600 multiplier I was ecstatic and went to withdraw I have now been waiting 7 days with requests every day for documentation the things I have sent which I have confirmation have been accepted are as follows

passport

bank statement pdf

driving licence

front and back of card

wage slip pdf

full month of April bank statement

full month of April all 4 wage slips

I am now over a week of waiting and am told I can not withdraw until the department have finishing verifying my account I have provided enough information and have all the emails and chat saved in my camera roll of you need it I am just now getting very high levels of anxiety and stress due to this I have no way of knowing if I will get my winnings and feel like I have now just been ripped off like a lot of other complaints I am reading please can you help.

Dear massey61090,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Have you withdrawn any winnings from this casino in the past?

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,

Petronela

Dear massey61090,

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.

We regret to inform you that we are unable to proceed with the investigation of your case at this time. Despite our attempts to request more information, we haven't received any response from your end. Unfortunately, this means we're not able to provide any further assistance or suggest possible solutions.

If you decide to reopen this complaint anytime in the future, we would be more than happy to assist you and address your concerns to the best of our abilities. We sincerely hope to hear from you in the future and resolve this matter in a prompt and satisfactory manner.