Duelz Casino advice appreciated

[Molster18]

Hi everyone

I decided to try Duelz, they’ve been lightening fast at withdrawals and asked for nothing new post my last withdrawal which was last night, nor my lost money deposited 2 days before, in fact they could have asked for whatever at any given time but surprise surprise after a win of just over £800 I decided to be sensible and withdrew every penny (£968) great big alarm bells were ringing for me after that and ever since and someone on Duelz email said it can take up to 72 hours for the withdrawal last night, so I dug about including Facebook, trustpilot, casino guru, everywhere and found many hadn’t received withdrawals.

I’d already screenshot that my acct was all up to date and verified this morning just in case…as well as every deposit and withdrawal and showing my last spin (the winning one) good job I did as this just arrived. Thankfully one of my friends dads is a barrister and I spoke to him earlier, he sent me a link to a blog written by the UKGC on 17th about withdrawals and I’ve thrown that at them as well as related regs. I always screenshot things as I’m autistic but have ADHD so it’s become a habit to be honest, mum taught me to do that.

I can’t help but feel that operators, knowing it’s a long and drawn out process with complaints, might sometimes abuse withdrawal processes (not by everyone) I am not trying to slag off operators as others I’ve used have been fine and perhaps knowing that many will give up it’s a tactic this company use cause others have been through this too.

Anyway this arrived not long ago I’ve attached it, I’d like some advice if possible but I knew it was coming. I just knew it. I should have done my homework tbh.

I’ve informed them of regs and said I expect my withdrawal by Monday at 11pm and in the meantime I’ll have to log on and see what they want, however I don’t believe for a second I’ll see a penny of it again. any advice? Tyvm

 

[mulven]

You won yesterday and you are already talking to a barrister?

You'll be fine with Duelz...

What documents had you previously sent them? You said they didn't need anything new but the picture you sent makes it seem like you haven't sent them any documents yet.

It's possible they processed smalelr withdrawals without verifying but now you have won something a bit bigger they are KYCing.

 

[Molster18]

You won yesterday and you are already talking to a barrister?

You'll be fine with Duelz...

What documents had you previously sent them? You said they didn't need anything new but the picture you sent makes it seem like you haven't sent them any documents yet.

It's possible they processed smalelr withdrawals without verifying but now you have won something a bit bigger they are KYCing.

I have anxiety (GAD) I actually gave my friends lifts last night and saw my friend today and spoke to her dad as he happens to be a barrister, I didn’t go and find one it seems it’s ID but I’m confused as they could have asked for this at any time previously, it seems odd to me and I’ve had a withdrawal a while ago when first playing where I won over £1k and withdrew it in 2 x £500 so that doesn’t make sense either.

Maybe I’m overreacting but I’ve seen lots of posts where they ask for more and more and ultimately people don’t receive a penny. I don’t trust them. Mentioning pending withdrawals is no coincidence and I’m not giving them a bank statement for address I’ve got a driving licence and passport. The question is do I want to play their games. The other point is it should not hold a withdrawal up if they could have asked for this earlier which they could have.

 

[mulven]

I have anxiety (GAD) I actually gave my friends lifts last night and saw my grind today and spoke to her dad as he happens to be a barrister, I didn’t go and find one it seems it’s ID but I’m confused as they could have asked for this at any time previously, it seems odd to me and I’ve had a withdrawal a while ago when first playing where I won over £1k and withdrew it in 2 x £500 so that doesn’t make sense either.

Maybe I’m overreacting but I’ve seen lots of posts where they ask for more and more and ultimately people don’t receive a penny. I don’t trust them. Mentioning pending withdrawals is no coincidence and I’m not giving them a bank statement for address I’ve got a driving licence and passport. The question is do I want to play their games. The other point is it should not hold a withdrawal up if they could have asked for this earlier which they could have.

You might have just surpassed the cumulative threshold they have.

A utility bill would also work for address proof. Some places can take the address on a driving licence for proof but it's far less commonly accepted than the golden standard of bank statement or utility bill.

It's not really a game to ask you for a proof of address and if you don't provide one you won't get paid (if it has been requested). Just give them what they ask for and they'll pay you.

If you want to talk about casinos playing games then we can talk about the ones that make you take a picture of your id, face and a custom note all in one. And then reject it because your face isn't clear or your IDs text isn't legible or your selfie taking arm isn't visible in the frame so technically someone else could have taken the photo. A simple id and address KYC is a walk in the park.

 

[Molster18]

You might have just surpassed the cumulative threshold they have.

A utility bill would also work for address proof. Some places can take the address on a driving licence for proof but it's far less commonly accepted than the golden standard of bank statement or utility bill.

It's not really a game to ask you for a proof of address and if you don't provide one you won't get paid (if it has been requested). Just give them what they ask for and they'll pay you.

If you want to talk about casinos playing games then we can talk about the ones that make you take a picture of your id, face and a custom note all in one. And then reject it because your face isn't clear or your IDs text isn't legible or your selfie taking arm isn't visible in the frame so technically someone else could have taken the photo. A simple id and address KYC is a walk in the park.

I hope so, they use Mitek, it does mention selfies which I absolutely hate to be honest, I’m very self conscious. I’d never manage to hold stuff and somehow do a selfie I’d likely drop something

 

[mulven]

I hope so, they use Mitek, it does mention selfies which I absolutely hate to be honest, I’m very self conscious. I’d never manage to hold stuff and somehow do a selfie I’d likely drop something

Not familiar with mitek but some of the kyc softwares do something called a liveness check which doesn't involve holding anything, you just put your face in an outline. I think it gets compared against the ID picture and it'll also check the geolocation is in line with what it should be.

 

[Molster18]

Not familiar with mitek but some of the kyc softwares do something called a liveness check which doesn't involve holding anything, you just put your face in an outline. I think it gets compared against the ID picture and it'll also check the geolocation is in line with what it should be.

Sounds awful, off to Google geolocation although I think I know what it means, I look nothing like my passport photo as I was 13, I’m 18, the same photo they used for drivers licence sigh

 

[mulven]

Sounds awful, off to Google geolocation although I think I know what it means, I look nothing like my passport photo as I was 13, I’m 18, the same photo they used for drivers licence sigh

I don't mean to make you anxious about anything.

It'll just check the IP of the device that does the liveness check (which isn't necessarily something you'll even be asked to do). If someone opened a liveness check while on holiday in Spain, they'd notice that it didn't match the country you are supposed to live in so that would be an issue.

It doesn't actually matter if you look like your photo.

Just send them what's requested and it'll go just fine. Although on the point of geolocation, be sure to have no VPN on your phone when doing it.

 

[Molster18]

I don't mean to make you anxious about anything.

It'll just check the IP of the device that does the liveness check (which isn't necessarily something you'll even be asked to do). If someone opened a liveness check while on holiday in Spain, they'd notice that it didn't match the country you are supposed to live in so that would be an issue.

It doesn't actually matter if you look like your photo.

Just send them what's requested and it'll go just fine. Although on the point of geolocation, be sure to have no VPN on your phone when doing it.

Thanks Mulven,

I think one of the problems with me is that if I read of someone else’s experience my brain catastrophises and goes into a red alert mode.. it’s quite horrible to be honest. So to pacify my brain I have to gather ammunition just in case, it sounds nuts but my brain works against me sometimes.. sigh I’ve not got a VPN but I do turn off location services tho on my phone I assume a less than 3 month old closing bank statement with Nationwide is ok. It’s a real document I don’t have any utilities in my name at all, nothing.

 

[mulven]

Thanks Mulven,

I think one of the problems with me is that if I read of someone else’s experience my brain catastrophises and goes into a red alert mode.. it’s quite horrible to be honest. So to pacify my brain I have to gather ammunition just in case, it sounds nuts but my brain works against me sometimes.. sigh I’ve not got a VPN but I do turn off location services tho on my phone I assume a less than 3 month old closing bank statement with Nationwide is ok. It’s a real document I don’t have any utilities in my name at all, nothing.

Yes if it has your name your address and is within 3 months you should be good.

Don't worry about that. Location services is GPS which is unrelated.

 

[Molster18]

Yes if it has your name your address and is within 3 months you should be good.

Don't worry about that. Location services is GPS which is unrelated.

I feel such an idiot now, I thought they were going to muck me about, passport is done and accepted, the bank statement has to have 1 transaction but it has 1 saying closed account it’s the last statement dated in May. I still haven’t changed my passport but that needed a month at least.. I’m still not convinced tho, I don’t think I’ll be convinced until my withdrawal is received. Thank you for your reassurance it’s helped me I appreciate it

 

[mulven]

I feel such an idiot now, I thought they were going to muck me about, passport is done and accepted, the bank statement has to have 1 transaction but it has 1 saying closed account it’s the last statement dated in May. I still haven’t changed my passport but that needed a month at least.. I’m still not convinced tho, I don’t think I’ll be convinced until my withdrawal is received. Thank you for your reassurance it’s helped me I appreciate it

S

Post in thread 'Ny spins suprnation rep?'

Mar 28, 2025

NYSpins were fine with me. I just won 11,800 on royal potato 2 and withdrew 3000 which got paid the same day. I then withdrew the other 8,800, got a little anxious as this one took a few days but they paid it today.

• sperron

Whilst the general sentiment is a bit negative in that thread, one of the posters got paid out $12k relatively quickly and it didn't sound like they ran into much hassle.

You also have to remember that people with a negative experience are far more likely to post about it than people that had a good experience or "normal" experience. Additionally some of the time when people have delayed payments, it can actually be their fault due to not realising they had to send something for example.

 

[Molster18]

S

Post in thread 'Ny spins suprnation rep?'

Mar 28, 2025

NYSpins were fine with me. I just won 11,800 on royal potato 2 and withdrew 3000 which got paid the same day. I then withdrew the other 8,800, got a little anxious as this one took a few days but they paid it today.

• sperron

Whilst the general sentiment is a bit negative in that thread, one of the posters got paid out $12k relatively quickly and it didn't sound like they ran into much hassle.

You also have to remember that people with a negative experience are far more likely to post about it than people that had a good experience or "normal" experience. Additionally some of the time when people have delayed payments, it can actually be their fault due to not realising they had to send something for example.

Yes you’re right it just seemed a common theme and I like Duelz they play fluffy music which I like but as you can see it went from verified to not over night as attached. Usually I’ve done ID at the start tbh with other similar apps. Im not taking down or updating trustpilot until I receive payment. For Basic ID surely that should be done at the start, Experian showed checks by MrQ and LandL Europe. Both on opening.

 

[Molster18]

S

Post in thread 'Ny spins suprnation rep?'

Mar 28, 2025

NYSpins were fine with me. I just won 11,800 on royal potato 2 and withdrew 3000 which got paid the same day. I then withdrew the other 8,800, got a little anxious as this one took a few days but they paid it today.

• sperron

Whilst the general sentiment is a bit negative in that thread, one of the posters got paid out $12k relatively quickly and it didn't sound like they ran into much hassle.

You also have to remember that people with a negative experience are far more likely to post about it than people that had a good experience or "normal" experience. Additionally some of the time when people have delayed payments, it can actually be their fault due to not realising they had to send something for example.

This is what I sent them from the UKGC site and it’s very clear about ID and withdrawals

You do not have permission to view link Log in or register now.

 

[Molster18]

S

Post in thread 'Ny spins suprnation rep?'

Mar 28, 2025

NYSpins were fine with me. I just won 11,800 on royal potato 2 and withdrew 3000 which got paid the same day. I then withdrew the other 8,800, got a little anxious as this one took a few days but they paid it today.

• sperron

Whilst the general sentiment is a bit negative in that thread, one of the posters got paid out $12k relatively quickly and it didn't sound like they ran into much hassle.

You also have to remember that people with a negative experience are far more likely to post about it than people that had a good experience or "normal" experience. Additionally some of the time when people have delayed payments, it can actually be their fault due to not realising they had to send something for example.

Actually they are still messing me about I went on live chat, they’re saying despite being verified by Mitek/hooyu they do their own security checks so to wait and that even though their site is back to saying I’m verified I’m not lol so they are playing games and it’s not funny at all. I have no doubt whatsoever after screenshotting this chat they’re mucking me about it’s very very odd and I don’t trust them at all anymore and don’t want an account with them either. This is from their own email which contradicts the live chat person..

“If you are having issues with uploading your documents to the site, you can also reply to this email with the documents attached. Our team will work to review the documents manually, though this can take longer than it would by verifying through Mitek.

All documents will be checked and handled safely by our security team in line with our Privacy Policy which can be found at the footer of our site, from any page. For any questions regarding the verification, you may contact our customer service via live chat.

Thank you for your cooperation.”

 

[mulven]

Actually they are still messing me about I went on live chat, they’re saying despite being verified by Mitek/hooyu they do their own security checks so to wait and that even though their site is back to saying I’m verified I’m not lol so they are playing games and it’s not funny at all. I have no doubt whatsoever after screenshotting this chat they’re mucking me about it’s very very odd and I don’t trust them at all anymore and don’t want an account with them either

It's been a long time but if memory serves I think they do actually do stuff on top of the automated system. You will get paid as long as everything is kosher on your end. Please trust me on this. I've played on hundreds if not thousands of casinos and SuprPlay are far from the worst and I've always personally been paid on their sites.

They might be checking over the hooyu and then making an additional request or two. They may also just be taking a few more days before processing the payment. It is a weekend after all. I would give it till Wednesday before chasing up again. There will likely be some movement (paid or a new email) on Monday.

If this was a betting market I'd be putting loads of money on you getting paid.

Just don't spend the money, don't spiral, be patient and comply with any future requests. You will get paid.

 

[Molster18]

It's been a long time but if memory serves I think they do actually do stuff on top of the automated system. You will get paid as long as everything is kosher on your end. Please trust me on this. I've played on hundreds if not thousands of casinos and SuprPlay are far from the worst and I've always personally been paid on their sites.

They might be checking over the hooyu and then making an additional request or two. They may also just be taking a few more days before processing the payment. It is a weekend after all. I would give it till Wednesday before chasing up again. There will likely be some movement (paid or a new email) on Monday.

If this was a betting market I'd be putting loads of money on you getting paid.

Just don't spend the money, don't spiral, be patient and comply with any future requests. You will get paid.

I don’t trust them which means I’ll never use them again. There’s been too much conflicting information. To be honest I dont want to spend a penny anywhere after this it’s been very dysregulating. I’ve had enough and I’m not giving them a thing more as the emailed docs to them were just in case the ones to hooyu (the bank statement) wasn’t accepted.

If you don’t trust a company you aren’t going to use them. That’s it for me.

 

[mulven]

I don’t trust them which means I’ll never use them again. There’s been too much conflicting information. To be honest I dont want to spend a penny anywhere after this it’s been very dysregulating. I’ve had enough and I’m not giving them a thing more as the emailed docs to them were just in case the ones to hooyu (the bank statement) wasn’t accepted.

If you don’t trust a company you aren’t going to use them. That’s it for me.

You don't have to use them (or anyone else for that matter) after this but don't shoot yourself in the foot and stop yourself from getting paid the £800. Get the money and then don't touch them again.

Lets wait and see what happens in the next 4 days. If they request more documents or if they pay you.

I feel like sending a few more documents is worth £800, don't you?

It's worth saying that unlike some random anjouan casino, these guys are probably strictly adhering to GDPR, therefore you shouldn't worry about the private info in these documents you are sending.

 

[Molster18]

You don't have to use them (or anyone else for that matter) after this but don't shoot yourself in the foot and stop yourself from getting paid the £800. Get the money and then don't touch them again.

Lets wait and see what happens in the next 4 days. If they request more documents or if they pay you.

I feel like sending a few more documents is worth £800, don't you?

It's worth saying that unlike some random anjouan casino, these guys are probably strictly adhering to GDPR, therefore you shouldn't worry about the private info in these documents you are sending.

To be honest if they ask for anything else then I’ve had enough and no, whilst part of that money is my own deposit and some lost a couple of days before, I’d rather have sanity than deal with such people and they should NOT be using the withdrawal that the live chat person kept bringing up when I was actually wanting confirmation as per their email telling me to use live chat. Honestly, in my mind the money has gone. If I ever see it I’ll let you know of course but if not I’ll be taking action myself as I don’t like injustices, they are behaving exactly how the UKGC don’t want them to behave. It shouldn’t happen. It’s that simple. I feel like I’ve swallowed a huge chunk of the LCCP rules since yesterday my brain hurts

 

[mulven]

To be honest if they ask for anything else then I’ve had enough and no, whilst part of that money is my own deposit and some lost a couple of days before, I’d rather have sanity than deal with such people and they should NOT be using the withdrawal they the live chat person kept bringing up when I was actually wanting confirmation as per their email telling me to use live chat. Honestly, in my mind the money has gone. If I ever see it I’ll let you know of course but if not I’ll be taking action myself as I don’t like injustices, they are behaving exactly how the UKGC don’t want them to behave. It shouldn’t happen. It’s that simple. I feel like I’ve swallowed a huge chunk of the LCCP rules since yesterday my brain hurts

One thing I've learned from battling withdraws at many many casinos (far worse than this) is that live chat generally sucks.

You should only mentally write off money that you'll never realistically get back, which isn't the case here unless you abstain from further compliance which is your prerogative.

Also I have autism too so I definitely understand where you are coming from.

 

[Molster18]

One thing I've learned from battling withdraws at many many casinos (far worse than this) is that live chat generally sucks.

You should only mentally write off money that you'll never realistically get back, which isn't the case here unless you abstain from further compliance which is your prerogative.

Also I have autism too so I definitely understand where you are coming from.

I think being AuDHD it’s hard as I have a black and white brain running at 100mph, I’m a fighter but you can have justice sensitivities with ADHD, I’m also dyspraxic and have joint hypermobility, I’m glad to meet a fellow autistic, I have a new dentist who is autistic and he just gets it, he wishes he could dim the lights in his treatment room thank you for all your wise words I will see how it goes but I’m not writing anymore emails to them I’m done with it tbh with you. My brain needs to step away iykwim.

 

[mulven]

I think being AuDHD it’s hard as I have a black and white brain running at 100mph, I’m a fighter but you can have justice sensitivities with ADHD, I’m also dyspraxic and have joint hypermobility, I’m glad to meet a fellow autistic, I have a new dentist who is autistic and he just gets it, he wishes he could dim the lights in his treatment room thank you for all your wise words I will see how it goes but I’m not writing anymore emails to them I’m done with it tbh with you. My brain needs to step away iykwim.

I fortunately don't have many of the common sensory traits - although i have extra good hearing, taste, smell etc - so I'm a dentists dream, I just sit there and never pause or interrupt their work. I used to be afraid of needles as a child/teen so I had a few fillings done without anaesthetic which causes some extreme nerve pain. Nowadays I have no issue so they just numb it all up and honestly its quite boring for me, sometimes I feel like fighting against some pain made it interesting!

I'll leave it on the note that if you comply with all reasonable requests then you'll get paid.

If they make objectively unreasonable requests then you can take it to ADR/IBAS/UKGC and probably get paid that way.

Based on my "expertise", I think the live agent is talking a bunch of nonsense. They are often outsourced and get an encyclopedia of pertinent information but aren't allowed to stray far from that. I think you've been verified but they won't process the payment until the monday as the payments team must have the weekend off.

I'd try not to think about it until monday afternoon.

 

[kennygamerboy]

Actually they are still messing me about I went on live chat, they’re saying despite being verified by Mitek/hooyu they do their own security checks so to wait and that even though their site is back to saying I’m verified I’m not lol so they are playing games and it’s not funny at all. I have no doubt whatsoever after screenshotting this chat they’re mucking me about it’s very very odd and I don’t trust them at all anymore and don’t want an account with them either. This is from their own email which contradicts the live chat person..

“If you are having issues with uploading your documents to the site, you can also reply to this email with the documents attached. Our team will work to review the documents manually, though this can take longer than it would by verifying through Mitek.

All documents will be checked and handled safely by our security team in line with our Privacy Policy which can be found at the footer of our site, from any page. For any questions regarding the verification, you may contact our customer service via live chat.

Thank you for your cooperation.”

Just close account once paid I closed all mine with them and that group cos they started messing me round as well.

 

[Molster18]

I fortunately don't have many of the common sensory traits - although i have extra good hearing, taste, smell etc - so I'm a dentists dream, I just sit there and never pause or interrupt their work. I used to be afraid of needles as a child/teen so I had a few fillings done without anaesthetic which causes some extreme nerve pain. Nowadays I have no issue so they just numb it all up and honestly its quite boring for me, sometimes I feel like fighting against some pain made it interesting!

I'll leave it on the note that if you comply with all reasonable requests then you'll get paid.

If they make objectively unreasonable requests then you can take it to ADR/IBAS/UKGC and probably get paid that way.

Based on my "expertise", I think the live agent is talking a bunch of nonsense. They are often outsourced and get an encyclopedia of pertinent information but aren't allowed to stray far from that. I think you've been verified but they won't process the payment until the monday as the payments team must have the weekend off.

I'd try not to think about it until monday afternoon.

Morning I fell asleep, I’m sensory seeking mostly, I’m ok with dentists as never had a filling so far but did have a brace really young, I love lights and noise such as raves but don’t like nightclubs because people (strangers) talk to you. I’m ok in pubs if I’m drinking but if not I avoid them for the same reason. mum says we are all different and no 2 people will be the same it’s about spikey profiles, I work etc it does drain me at times and I'm wide awake at night so operators ping you as I assume it’s a red flag when actually I’ve worked, slept already afterwards too then go to sleep really late as in 2am late the email for verification landed at 3pm yesterday and other withdrawals at all times including weekends were processed fast. I’m cynical and the rest I just don’t care about anymore tbh. I’ve done my bit. Thanks again

 

[Molster18]

Just close account once paid I closed all mine with them and that group cos they started messing me round as well.

So I’m not imagining it then. The chat online was surreal. I also had an email from voodoo dreams I vaguely remember trying once with their safer gambling tools recently and told them to shut that account they never replied. Comparing the way they’re being to say LandL Europe (ABC) it’s like night and day so I’ll stick with them or just not bother with any. I’m sorry you had a bad experience too.

 

[sperron]

hiya mol, sorry to hear about your troubles,

coincidentally I just won $2,400 on duelz last night and they paid me out 10 hours later.

I don't think I've sent them any documents yet but I am verified on NYSpins.

I wonder if they treat english customers worse?

 

[Molster18]

hiya mol, sorry to hear about your troubles,

coincidentally I just won $2,400 on duelz last night and they paid me out 10 hours later.

I don't think I've sent them any documents yet but I am verified on NYSpins.

I wonder if they treat english customers worse?
View attachment 210005

I’m glad for you, they’ve actually sent me another email rejecting my docs despite Hooyu/Mitek putting a very large tick on my passport/mark statement then clicking through from their email direct to Duelz site and it saying verified again you’re all caught up!

They are lying and interestingly I got the rejection email from 2 email addresses. I do believe it shows how much they think of the UK regs and abuse them yep.

Thank you for your well wishes.

Thank god I screenshot everything.

M

 

[mulven]

I’m glad for you, they’ve actually sent me another email rejecting my docs despite Hooyu/Mitek putting a very large tick on my passport/mark statement then clicking through from their email direct to Duelz site and it saying verified again you’re all caught up!

They are lying and interestingly I got the rejection email from 2 email addresses. I do believe it shows how much they think of the UK regs and abuse them yep.

Thank you for your well wishes.

Thank god I screenshot everything.

M

Ah that's not good, curious as to their reasoning for rejection?

 

[Molster18]

Ah that's not good, curious as to their reasoning for rejection?

 

[Molster18]

Ah that's not good, curious as to their reasoning for rejection?

Also the bank statement wasn’t a self print it was sent to me in the post by the bank so that’s also a lie. It seems to be a theme with them looking at ask gamblers that I’m not a member of but also negative feedback elsewhere too.

 

[Molster18]

Ah that's not good, curious as to their reasoning for rejection?

I’ve found Mitek on LinkedIN and messaged them I had to open an account. I won’t let this go out of principle.

 

[mulven]

I obviously can't comment without having seen the picture but "blurry" when fully legible is so often an fake excuse to force you to do it until its perfect.

As for the bank statement, I always use PDFs and this is less of a problem to sort if you have a pdf of somethning handy

 

[Molster18]

I obviously can't comment without having seen the picture but "blurry" when fully legible is so often an fake excuse to force you to do it until its perfect.

As for the bank statement, I always use PDFs and this is less of a problem to sort if you have a pdf of somethning handy

I don’t it’s paper. Blurry yep, and yet hooyu/Mitek approved it! Something is going on and I won’t put up with it. It’s interesting to now use auto response which pinged back immediately but they’re a bit thick as the other email address they used didn’t

 

[mulven]

I don’t it’s paper. Blurry yep, and yet hooyu/Mitek approved it! Something is going on and I won’t put up with it. It’s interesting to now use auto response which pinged back immediately but they’re a bit thick as the other email address they used didn’t

use the casinomeister PAB service and let them do all the work for you. The askgamblers page shows that whilst theres tons of complaints, they get resolved with people being paid. You don't want to spend any more time interacting with this company so let @maxd take them on.

 

[Molster18]

use the casinomeister PAB service and let them do all the work for you. The askgamblers page shows that whilst theres tons of complaints, they get resolved with people being paid. You don't want to spend any more time interacting with this company so let @maxd take them on.

I don’t like putting people out to be honest honestly everything is geared up in the UK to fail people imho. If they don’t respond with their complaints process what do you do when the UKGC tell you to complain first as well. So you can’t report them to UKGC either because you haven’t followed their complaints process

 

[SYPlayer95]

Id use the PAB service to get this resolved. Will cause you less stress and will ensure your issue gets resolved in a timely manner.

Ive withdrawn over 5 figure sums from Duelz with no problem.

 

[Molster18]

Id use the PAB service to get this resolved. Will cause you less stress and will ensure your issue gets resolved in a timely manner.

Ive withdrawn over 5 figure sums from Duelz with no problem.

I don’t know, I hate it all. This was their auto response. So a week now. They are playing games.

 

[SYPlayer95]

I don’t know, I hate it all. This was their auto response. So a week now. They are playing games.

It doesn't make any sense for UK casinos to stall withdrawals. Soon as you press withdraw, you cant reverse it and lose the money, so its in their best interests to pay out in a timely manner.

I think its been mentioned a couple times now, but PAB is your best bet, imo.

Also bare in mind, the verification time probably doesn't work weekends with Duelz.

 

[Molster18]

It doesn't make any sense for UK casinos to stall withdrawals. Soon as you press withdraw, you cant reverse it and lose the money, so its in their best interests to pay out in a timely manner.

I think its been mentioned a couple times now, but PAB is your best bet, imo.

Also bear in mind, the verification time probably doesn't work weekends with Duelz.

They’re answering me from the verification email address and indeed requested the documents, all done over the weekend. I’ll see how I go.

 

[SYPlayer95]

They’re answering me from the verification email address and indeed requested the documents, all done over the weekend. I’ll see how I go.

Just wait it out then, if everything stacks up, you'll be paid.

 

[kennygamerboy]

It doesn't make any sense for UK casinos to stall withdrawals. Soon as you press withdraw, you cant reverse it and lose the money, so its in their best interests to pay out in a timely manner.

I think its been mentioned a couple times now, but PAB is your best bet, imo.

Also bare in mind, the verification time probably doesn't work weekends with Duelz.

Unless the casino has a cash flow issue. I've long suspected this group are having cash flow issues

 

[Molster18]

Unless the casino has a cash flow issue. I've long suspected this group are having cash flow issues

They’ll have bigger cash flow issues if the UKGC fine them I’ve found a suprnation casino manager and his email so that’s next, I’ve asked Mitek about their verification process too. It’s cheeky for them to decline an approved ID company. Seriously

 

[Molster18]

hiya mol, sorry to hear about your troubles,

coincidentally I just won $2,400 on duelz last night and they paid me out 10 hours later.

I don't think I've sent them any documents yet but I am verified on NYSpins.

I wonder if they treat english customers worse?

 

[Molster18]

By way of an update and not wanting to start another thread, I received yet another request for address validation yesterday morning to which I answered and re uploaded my original paper bank statement.

I was then at hospital for 9 hours so didn’t check at all. Anyway when I finally opened emails I have finally had my withdrawal with this response from Duelz, interestingly, ignoring the £17,00 they wrote it actually states £2000 in their T&Cs so that’s bizarre.

Anyway, thank you all for your help and guidance, I very much doubt I’ll be using them again. Their tone changed completely after asking for data protection address and complaints email too. Anyway this is their reply;

Hello,
Thank you for your message.
We sincerely apologise for the confusion caused. You are correct that Mitek initially approved your document, but during our manual verification process, it was found not to meet our internal requirements. We understand this may seem contradictory and are genuinely sorry for the inconvenience.

We’d also like to confirm that your withdrawal has now been successfully processed and paid.
To clarify, the request for additional documents was not made to withhold your winnings. It was triggered by our standard verification process, which is applied when account activity exceeds our £17,00 deposit threshold. This process is in place to comply with our regulatory obligations and is not related to win or loss outcomes.

Regarding your request:

• Complaints: While we do not have a separate complaints email address, you are welcome to submit your complaint through this e-mail channel. It will be forwarded to the appropriate team for review and handling.
  
  
• Data Requests: You may also submit any data access request through this channel, and we will ensure it is directed to the relevant department. Alternatively, if you prefer to contact our Data Protection Officer directly, you can email [email protected]

Once again, we apologise for the inconvenience caused and thank you for your patience. Your documents have now been accepted, and your withdrawal is complete. Please let us know if you would like to proceed with a complaint or data request, and we’ll be happy to assist further.
Kind regards,

Regards,

 

[mulven]

To clarify, the request for additional documents was not made to withhold your winnings. It was triggered by our standard verification process, which is applied when account activity exceeds our £17,00 deposit threshold. This process is in place to comply with our regulatory obligations and is not related to win or loss outcomes.

Probably due to them being silly with currencies, 2K euro is £1737

Glad you got paid, knew you would. Can now avoid them forever!

 

[Molster18]

Probably due to them being silly with currencies, 2K euro is £1737

Glad you got paid, knew you would. Can now avoid them forever!

Yes you were totally right there, hilariously I’ve deposited over £3k, net I’m at £102, will shut down. Thank you for your support with this it’s appreciated

 

[avfcalex23]

Just coming back to this as Duelz are currently not processing my £250 withdrawal from yesterday. Every other withdrawal I’ve had with them has been in my bank within minutes. I’m fully verified. No response to emails after 24 hours, appreciate it’s New Year’s Day so will try again tomorrow.

 

[SYPlayer95]

Just coming back to this as Duelz are currently not processing my £250 withdrawal from yesterday. Every other withdrawal I’ve had with them has been in my bank within minutes. I’m fully verified. No response to emails after 24 hours, appreciate it’s New Year’s Day so will try again tomorrow.

Is the operation at Duelz automatic or are the withdrawals manually approved.

If it's the latter, then I wouldn't expect you to receive it until tomorrow.

 

[itsme123]

They are most likely going to ask for enhanced verification, happened to me a few years back after making a £1000 withdrawal ( all my smaller ones were processed within an hour) and I think I ended up waiting 3-4 days before I got it.
Closed my account after that.

 

[avfcalex23]

They are most likely going to ask for enhanced verification, happened to me a few years back after making a £1000 withdrawal ( all my smaller ones were processed within an hour) and I think I ended up waiting 3-4 days before I got it.
Closed my account after that.

Not sure what enhanced verification they need - they’ve had my driving licence, passport, phone bill and bank statements for proof of identity and address.

Piss poor if they start messing me around now, I will close my account also if this ends up being the case.