Duelz Casino - O pedido de retirada do jogador está atrasado.

I recently got 10 free spins for Starburst and I won couple of euros with the spins. Then I changed the game and won little more euros. Again, I switched the game and won more and managed to wager all the bonus money what they require and tried to withdraw approx. 380€. Withdrawal is pending and live chat is not available. Tried to contact them via email, and got response "this email has not been registered". And that is only email I use and I receive bonus offers from Duelz to this very same email. In account settings there is no option to put any email address up. Lower amount of withdrawals has been accepted in one hour without problems.

Dear Streetzndungeonz,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the free spins you activated and played with? Did you find this bonus on the casino website or did you receive it via email?

Have your winnings from the free spins been capped after you finished wagering the bonus?

Is the email address you used to contact casino support the same email address you use to log in to your casino account?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hey!

I got the free spins offer via email, like they do send them couple of times per week (if you’ve done deposit recently, I think).

The casino is "pay and play" -type of, so I did not register, only logged in with bank account. In the account settings there is no option to put any email addresses, so I guess I’ve done it when I first time logged in ("registered").

I have no clue about capped winnings, I just managed to wager that 6,32€ bonus won and asked to withdraw 381€.

In verification section the site says "you’re all caught up".

For some reason I can uploas only one screenshot to this answer, so here’s the email for free spins.

Update: Now they cancelled my withdrawal asking and paid 100€ to me and said something about that 100€ is limit what I can get from free spins. Though I did won +200€ after wagering the bonus money. And my account history now says that 281€ withdrawal and 100€ withdrawal are approved, but I only got that 100€ to my bank account. Screenshot of history:

I have checked the Bonus Terms and this is what I found:

7.3. Winnings from no-deposit bonuses or free spins are capped at €100 (or currency equivalent), unless otherwise stated. Withdrawal requests of larger amounts will not be paid out and winnings in excess of €100 may be confiscated.

If your balance of €381 was adjusted only after you submitted your withdrawal request, the remaining funds of €281 will not be paid out. This is because this amount exceeds the maximum allowed winnings accumulated from a no-deposit free spin bonus, as outlined in the casino’s terms and conditions.

Dear Streetzndungeonz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.