Duelz Casino - A conta do jogador foi encerrada sem motivo explicado.

Hi,

in May 2024 I deposited 100 euros and played their 100% bonus and was super lucky and won around 82k NOK. I do not remember the euro amount as they closed my account. I have sent every document they have asked for through email, this includes: Passport, proof of address, selfie with ID, bank statements. It all got approved.

On the 3rd of Jan they responded with:

After reviewing your gameplay, we have noticed that our Bonus Terms and Conditions have been violated, therefore, we have taken the appropriate steps and forfeited your winnings.

According to our General and Bonus Terms and Conditions:

3.2.1. You are only allowed to have one account on each of the Websites at any single point in time and you shall register this personally. You may not apply for, or open, an Account unless you are acting as principal and you may not act on behalf of someone else or for someone else's benefit and may only register using your own personal details. If you attempt to open more than one account, all subsequent accounts you try to open may be blocked or closed and any wagers and bonuses may be voided, winnings confiscated at our absolute discretion and funds available on the account including may be confiscated. In the event that we consider, at our sole discretion, that multiple Accounts have been opened in genuine error, we may agree to credit the first Account you opened with us, or the Account with the most activity at our absolute discretion, with any balance remaining on your additional Account(s). Should we have reasonable grounds to believe that fraud has been committed, or attempted, we reserve the right to cancel any related transaction, any bonus or any other promotion without prejudice to any other action or redress we might avail ourselves of. In these T&Cs, any reference to 'fraud' shall be considered to include 'bonus abuse' and/or any syndicate rings consisting of the linked group of persons following certain patterns of play to attempt to de-fraud SuprIsle. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional bonus or benefit.

6.8. Bonuses/free spins at SuprIsle can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. Risk-free wagers on any games do not qualify for SuprIsle's wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found.

Furthermore, we have also decided to permanently exclude your account; please note that this feature applies cross-brand. Therefore, you will not be able to access any other accounts on other brands/sites owned and operated by SuprIsle.

We thank you for your understanding.

This came as a shock since I do not have multiple accounts and nobody in my family has had one either and the casino has stopped responding after this. I really need your help with solving this and I thank you for taking your time.

Thanks,

Leon.

Dear leonshabex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that your account was successfully verified?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, I played just slots and wanted to withdraw after my big win. They required documents and I sent them, then they just asked for more and more. I think it was verified but after i sent the last document they just suspended my account and said they would confiscate my money.

Thank you very much, leonshabex, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello leonshabex,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Duelz Casino to join the conversation.

Dear Duelz Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the evidence to me at michal.k@casino.guru

Thank you

Good afternoon,

As the user outlined in the above messages, he breached TCs 3.2.1 and 6.8.

Therefore we made a business decision to close the account permanently and the player was contacted as a result.

In case they are unhappy with the resolution, they can contact our ADR eCogra.

Thank you very much.

Have a great day!

Duelz Casino

Dear Duelz Casino,

Can you please forward me evidence supporting the alleged violations of your terms and conditions of which the player is being accused?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning,

Unfortunately we can't go into more details, due to GDPR.

However the player has been informed about the latter and should he be unhappy with the result, he has been advised to contact our ADR eCogra, who can solve the case.

Thank you very much for your understanding.

Have a great rest of the week!

Duelz Casino

Dear Duelz Casino,

While we prefer to receive all the information and evidence to understand the situation, we understand that due to GDPR and your privacy policy, you cannot share these without the player's explicit consent. I will consult with the player to understand their preferred course of action moving ahead.

Dear leonshabex,

According to the response from the Duelz Casino Team, you have been informed about the actions taken by the casino concerning the violations of their terms. Could you kindly confirm if the explanation provided is satisfactory and if I can move forward with closing this case? Alternatively, do you wish to escalate the matter further with the ADR - eCOGRA?

Can't I give the consent here and then they will share this with you so you can move further?

Dear leonshabex,

I understand your concerns. While we would prefer to address your complaint directly within our forum, it is important to note that the casino is within its rights to escalate your issue to their designated Alternative Dispute Resolution (ADR) entity. Although the casino representative mentioned their ADR as eCOGRA, they indeed cooperated with eCOGRA for a couple of years previously, however, after checking the casino terms and conditions for your region I found this:

10.4. Complaints are handled by the Customer Support department and escalated within the organization of SuprIsle in cases where the support personnel do not solve the case immediately. The player shall be reasonably informed about the state of their complaint.

10.5. If you are not satisfied with the resolution of your complaint by SuprIsle, you may escalate this complaint to Pardee Consulta Ltd., a registered company in Malta with registration number C85213, having its registered office at 2B, Victoria Buildings, Triq l-Għenieq, Naxxar, Malta, which acts as an independent and third party alternate dispute resolution ("ADR") service provider and is duly authorized and eligible to handle customer complaints related to gambling. You may forward your complaint to the ADR service provider by filling in the Online Dispute Resolution Form contact this ADR service via http://www.adrbypardee.eu or via email at adr@pardee.eu.

10.6. You may also report your complaint to the Isle of Man Gambling Supervision Commission via their website using the following link: https://www.gov.im/categories/business-and-industries/gambling-and-e-gaming/player-protection/#complaints

eCOGRA as well as Pardee Consulta serves as a certified alternative dispute resolution service for numerous casinos, with its decisions being binding for those establishments. Should the ADR decide in your favour, the casino is "legally" forced to pay you the winnings. I will double-check this information with the casino team.

Dear Duelz Casino,  

If the player grants us explicit consent to receive all the relevant evidence or a power of attorney, would you be able to share the relevant evidence with us? This would enable us to evaluate the situation comprehensively and possibly address the player's complaint within our forum. Additionally, could you kindly clarify whether the Alternative Dispute Resolution (ADR) service applicable to the player's region is Pardee Consulta or eCOGRA? 

Hi team,

Unfortunately we can't go into further details even with consent. Best would be to contact our ADR which in the case of Norway is Pardee Consulta unlike previously stated.

Thank you very much for everyone's cooperation.

Have a great rest of the day.

Duelz Casino

Dear Duelz Casino,  

I appreciate your prompt response and the clarification regarding the accurate ADR.  

Dear leonshabex,

As I mentioned previously, we would prefer to address your complaint directly within our forum, however, it is within the casino's right to direct you to their official Alternative Dispute Resolution (ADR) service. If you still feel the casino team's actions are not justified, please submit a complaint to Pardee Consulta Ltd via http://www.adrbypardee.eu or via email at adr@pardee.eu. Please provide me with a confirmation about your complaint to them at michal.k@casino.guru. This will assist us in monitoring your case, and once the ADR reaches an official decision, we will classify this complaint appropriately.

Okay, thank you so much. I will contact them.

Dear leonshabex,

Kindly send me a confirmation regarding your complaint to michal.k@casino.guru. This will help us keep track of your case, and once the ADR arrives at an official decision, we will categorize this complaint accordingly.

Dear leonshabex,

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.

I sent a mail to them but they have not yet responded.

Dear leonshabex,

Any updates from Pardee Consulta, please?

Nope still no response.

Dear leonshabex,

Please reach out to Pardee Consulta periodically for a response.

Dear leonshabex,

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.

Dear leonshabex,  

I hope this message finds you well. Since I haven't received any confirmation from you regarding the submission of your complaint to the ADR - Pardee Consulta Ltd. and their progress on your case, I regret to inform you that I will need to close this case as rejected. However, if you do receive any updates or can provide me with their decision regarding your complaint to them, please feel free to reach out to me at michal.k@casino.guru. We can then proceed to close this case appropriately. Thank you for your understanding.