Hello everyone, yesterday I deposited 25 euros at Duelz and received a Welcome bonus of 100%, which I did not want at all. In this regard, I had also contacted the support, with the request to cancel this, but this was not possible.
I then simply continued to play, but at no time fell below 25 euros, so I only played with my deposited real money
I then relatively quickly came to a balance of just over 2500 euros, by a maximum bet of 4 euros. These 2500 euros I wanted to withdraw directly.
Now I received an email today that I had violated the bonus conditions and my withdrawal was not approved and my entire balance was deleted. Only my deposited 25 euros were credited to me.
I looked through all the bookings and did not find any bet over 5 euros, but this was already clear to me before.
So I wrote to the support and asked for clarification. The support then replied that I had once played with 27 euros in Ramses Book and sent me a screenshot. I am still sure that I did not do this and I thought about it for a long time. I then opened Ramses Book and looked it up, you can't choose a 27 euro bet in this game! The only thing that comes to mind is that I may have accidentally gone on the Risk ladder once. However, as I understand it, this is not excluded in the bonus conditions. Excluded is only bonus games to buy, stakes over 5 euros and Double Up (card risk).
"This includes double-up wagers after the game round has been completed, as well as purchasing bonus round features in games such as for example White Rabbit"
I tried to find a solution with the support, but this was not possible. I have indicated that I will take legal action and file an official complaint with the MGA if I do not receive the money or an acceptable solution within 7 days.
The support representative said she would pass this on to management and they would get back to me within 30 days.
What options do I have to get my money. I mean I never wanted this bonus, have only played with my real money and always under 5 euros, except for this one time where I had probably just stowed away
I'm really quite p**sed and disappointed with Duelz. I like the casino and would have liked to play there more often in the future or maybe even made it my regular casino, but if I don't get a payout I will of course avoid it
What you are accused of is prohibited in some casinos according to AGB's and I'm afraid not even the MGA can do what because the error was unfortunately with you
The moment you go on the Risk ladder or card no matter counts as a bet that you give because the actual game was finished and you have your win displayed
Whether that then leads to a one-time violation directly to the loss of all wins is unfortunately the decision of the casino there are some who would turn a blind eye if you just see that it was not intentional but a right to it there is unfortunately not
I hope for you anyway that comes from the management a positive feedback for you
The casino continues to refuse to pay out because I violated the terms and conditions by accidentally going up the Risk ladder once. This did not even result in a win. I can really only recommend everyone not to play at Duelz and all associated casinos, but to look for a reputable casino!!!!
In my eyes, this is a flimsy excuse to not have to pay out the win. You could have also talked about another acceptable solution.
Ommuc wrote on 06.05.2021 at 10:14: The casino continues to refuse to pay out because I have violated the terms and conditions by once accidentally went on the Risk ladder. This did not even result in a win. I can really only recommend everyone not to play at Duelz and all associated casinos, but to look for a reputable casino!!!!
In my eyes, this is a flimsy excuse to not have to pay out the win. You could have also talked about another acceptable solution.
Duelz rating 0 out of 5 stars!
DUELZ, I hope you go bankrupt!
Well I do not want to emphasize the casino now positively because I also had problems with the group and the solutions have been satisfactory but the communicative side is unfortunately very improvable
But despite everything I must say that would have happened to you in 90% of the casinos as well most are very strict there
I can think of spontaneously only Wildz or the Roots group in general that can talk to something like that all the others would certainly have denied you the win because the error even if it is ridiculous was with you
Despite everything I understand you and find it really stupid that you are denied your money because of a single mistake
gamble1 wrote on 06.05.2021 at 12:12 pm
Well I don't want to emphasize the casino now positively because I also had problems with the group and the solutions have been satisfactory but the communicative side is unfortunately very improvable
But despite everything I must say that would have happened to you in 90% of the casinos as well most are very strict there
I can think of spontaneously only Wildz or the Roots group in general that can talk to something like that all the others would certainly have denied you the win because the error even if it is ridiculous was with you
Nevertheless I understand you and find it really stupid that you are denied your money because of a single mistake
That's how it looks unfortunately. You can't sugarcoat it and as the person who lost the money you will be angry and I hope you will get blocked there.
I will never understand how the money is simply taken away. Not even some goodwill there is with such sums. That the regulators do not require bonus protection is just ridiculous. One makes a mistake, in some games accidentally pressed space bar and already over. Belongs simply forbidden.
I will close the topic because the casino sticks to its decision and the wins are not paid out (violation of the T&C). Ommuc has received his Deposit back.
[solved] DUELZ 2500 Euro payout denied
Nobody has liked this post so far
I then simply continued to play, but at no time fell below 25 euros, so I only played with my deposited real money
I then relatively quickly came to a balance of just over 2500 euros, by a maximum bet of 4 euros. These 2500 euros I wanted to withdraw directly.
Now I received an email today that I had violated the bonus conditions and my withdrawal was not approved and my entire balance was deleted. Only my deposited 25 euros were credited to me.
I looked through all the bookings and did not find any bet over 5 euros, but this was already clear to me before.
So I wrote to the support and asked for clarification. The support then replied that I had once played with 27 euros in Ramses Book and sent me a screenshot. I am still sure that I did not do this and I thought about it for a long time. I then opened Ramses Book and looked it up, you can't choose a 27 euro bet in this game! The only thing that comes to mind is that I may have accidentally gone on the Risk ladder once. However, as I understand it, this is not excluded in the bonus conditions. Excluded is only bonus games to buy, stakes over 5 euros and Double Up (card risk).
"This includes double-up wagers after the game round has been completed, as well as purchasing bonus round features in games such as for example White Rabbit"
I tried to find a solution with the support, but this was not possible. I have indicated that I will take legal action and file an official complaint with the MGA if I do not receive the money or an acceptable solution within 7 days.
The support representative said she would pass this on to management and they would get back to me within 30 days.
What options do I have to get my money. I mean I never wanted this bonus, have only played with my real money and always under 5 euros, except for this one time where I had probably just stowed away
I'm really quite p**sed and disappointed with Duelz. I like the casino and would have liked to play there more often in the future or maybe even made it my regular casino, but if I don't get a payout I will of course avoid it
This post has been translated automatically
[solved] DUELZ 2500 Euro payout denied
Nobody has liked this post so far
What you are accused of is prohibited in some casinos according to AGB's and I'm afraid not even the MGA can do what because the error was unfortunately with you
The moment you go on the Risk ladder or card no matter counts as a bet that you give because the actual game was finished and you have your win displayed
Whether that then leads to a one-time violation directly to the loss of all wins is unfortunately the decision of the casino there are some who would turn a blind eye if you just see that it was not intentional but a right to it there is unfortunately not
I hope for you anyway that comes from the management a positive feedback for you
This post has been translated automatically
[solved] DUELZ 2500 Euro payout denied
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gamble1, 
Ommuc, 
Sarkasto
I left you a message via Communicator
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[solved] DUELZ 2500 Euro payout denied
Liked this post:
Ommuc
If you have violated a rule, ok, you can still discuss. But to have to play with a bonus, although you do not want that is clearly too far.
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[solved] DUELZ 2500 Euro payout denied
Nobody has liked this post so far
In my eyes, this is a flimsy excuse to not have to pay out the win. You could have also talked about another acceptable solution.
Duelz rating 0 out of 5 stars!
DUELZ, I hope you go bankrupt!
This post has been translated automatically
[solved] DUELZ 2500 Euro payout denied
Nobody has liked this post so far
Well I do not want to emphasize the casino now positively because I also had problems with the group and the solutions have been satisfactory but the communicative side is unfortunately very improvable
But despite everything I must say that would have happened to you in 90% of the casinos as well most are very strict there
I can think of spontaneously only Wildz or the Roots group in general that can talk to something like that all the others would certainly have denied you the win because the error even if it is ridiculous was with you
Despite everything I understand you and find it really stupid that you are denied your money because of a single mistake
This post has been translated automatically
[solved] DUELZ 2500 Euro payout denied
Nobody has liked this post so far
That's how it looks unfortunately. You can't sugarcoat it and as the person who lost the money you will be angry and I hope you will get blocked there.
I will never understand how the money is simply taken away. Not even some goodwill there is with such sums. That the regulators do not require bonus protection is just ridiculous. One makes a mistake, in some games accidentally pressed space bar and already over. Belongs simply forbidden.
This post has been translated automatically
[solved] DUELZ 2500 Euro payout denied
Liked this post:
Ommuc
Well, you can say what you want, this group is also not one of the top casinos like Platin or Rizk Mrgreen and so on
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[solved] DUELZ 2500 Euro payout denied
Nobody has liked this post so far
This topic was closed
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