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Duelz: Trouble with receiving winnings - Validated Customer

Topic created on 22nd Apr. 2022 | Page: 1 of 2 | Answers: 10 | Views: 3,526
moiras730

Trouble with receiving winnings - Validated Customer

22nd Apr. 2022, at 11:19 am CEST#1
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Hi I am an 87-year-old elderly lady who requires assistance. I won £9000 with Duelz  and was required to get myself validated I had documentation to prove my address I sent a copy of the payment card and a bank statement however due to my age I did not have a driving license or passport so I paid £30 and ordered a citizenship card which is a new card introduced to prove identification. All the information that was needed to become validated was accepted and validation was completed. 

When I won a large amount of money I was asked for further information such as a bank statement from the 1st of March to the 8th of April I was asked for income details such as my pension on my private pensions and also I had  winnings from another site. I was asked to provide details to show the winnings as I had been using those to fund further transactions so I sent on a copy of the other sites transaction history which shows the credits to my account.

I am a verified relatively new customer who has been excluded after a substantial win.


After my win I was advised they were going to do an affordability check even though I was validated and I have had to send loads of documentation in but still waiting  on my money I won being sent to me. 



This has been going on for a long time now and as an elderly lady I am extremely agitated with sending so much personal information. 
Edit von Julian: Bild musste wegen falscher Formatierung entfernt werden





1) Became a member beginning of April after a win at another site.



2) Supplied proof of address, proof of payment and due to my age paid £30 to get a Citizenship card to prove my identity. 



3) All categories were verified successfully



4) Withdrew £9000 in winnings 



5) No access to account or chat and it says the following even though it wasn’t me that requested it.    ‘ You have excluded yourself from Duelz’ 



6) Then I get this email;

.  



This is the list of details I have sent so far

1) Birth certificate 

2) Marriage certificate 

3) A copy of my payment card 

4) My newly requested citizen card 

5a) Bank statement from the beginning of March to the 8th of April

5b) Gave you read access to my bank account via the link you have sent 

6) I’ve also sent you on statements of my two private pensions

7) My state pension statements 

8) Statements from other state benefits I get 

9) I have also sent on a copy from the other Bingo site to correspond with the credits in my bank 

statements 



I joined beginning of April and my bank statements show I had affordability. 

I have 19 transactions to DUELZ since I started my account at the beginning of April

7 transactions on 03/04/2022 = £xxxx
9 transactions on 04/04/2022 = £xxxx 
1 transactions on 05/04/2022 =  £xxx
2 transaction on 07/04/2022 = £xxxx



My daughter sent a message to the CEO via LinkedIn 
I sent a request for the complaints details

Hello,


Hi Moira,
 
Thank you for your email.
 
Your query has been forwarded to the relevant department to be handled accordingly.
 
To find out more about our complaints policy, we kindly ask you to read through our t&c section 9. Complaints & Dispute Resolution Procedure:
 
https://www.duelz.com/en-gb/terms-and-conditions
 
Should you have any further questions, please let us know and we will be happy to help.
 

Regards,
Jenna
Duelz UK Support
support-uk@duelz.com
https://www.duelz.com/en-gb/

Hello,



Please see reply to you email below.



All I want is an update on where my winnings are and when I will get them paid. They have all the relevant documentation but have not released them yet. 


9. Complaints & Dispute Resolution Procedure

9.1. You may contact our customer support service according to the instructions located on the Website/s should you wish to make any complaints regarding our services. This can be found under the “Contact Us” or “Help” section. You may contact us at any time via the Live Chat function on the Website, by calling via phone on +44 7481 345581, or by sending us an email to support-en@Duelz. You shall not be permitted to send complaints via social media platforms;



The only way I can communicate to you is via email to support

moiras730

as you have locked my account so I have no access to live chat.  





I then tried calling +44 7481 345581 and it connected but no one there to talk to so used WhatsApp and got someone answering me back in Arabic basically saying wrong number. 



So was left contacting



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


Yet on advising the support team it was forwarded to another department but I was not advised you acknowledged the complaint or even if me email to you was taken as a complaint. In fact it took 3 attempts to get the above reply. 



you must report your complaint to Customers Service, either by calling on phone number +44 7481 34558, via live chat on our Website, or by email on support-en@Duelz.com, clearly stating your identity and relevant details of your complaint, as described in clause 10.2. Customer Service will acknowledge your complaint within 24 hours of receipt and will strive to reply to your complaint in full within a reasonable time frame, but not later than five (5) working days from the complaint being received by SuprPlay. Should your complaint not be resolved in a manner that is satisfactory to you within eight (8) week period, SuprPlay shall send you a final email describing the final decision and sending information as to further escalations as noted in paragraph b) hereunder;


The above number in this section is incorrect t it is only 10 digits should be 11.  Again live chat not available to me. Again no one has accepted my emails as a formal complaint. 



1) Please supply me with a complaints number related to my complaint 



2) Advise me who you have sent the complaint onto



3) What the position on paying out my winnings 



4) A valid complaints phone num et so I can physically talk to someone





Please can you help me I don’t know what else to do and I’m ill with worry 
Anonym

Trouble with receiving winnings - Validated Customer

22nd Apr. 2022, at 11:48 am CEST#2
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Now I have read everything...

This post has been translated automatically

Anonym

Trouble with receiving winnings - Validated Customer

22nd Apr. 2022, at 12:13 pm CEST#3
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The official arbitration body of the casino is Pardee Consulta
You can find the contact form here:
https://adrbypardee.eu/online-dispute-resolution-form/

This post has been translated automatically

SuprVra
Visitor

Trouble with receiving winnings - Validated Customer

29th Apr. 2022, at 03:11 pm CEST#4
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Hello everyone,

Unfortunately we cannot share any information regarding a players case due to GDPR but we are aware of Moira's case.

Our team has been in direct contact with Moira for a couple of weeks now. We have advised our position on this matter and if Moira is dissatisfied, they can seek Alternative Dispute Resolution (ADR) via third party ADR Provider IBAS. Please note, we are currently liaising with IBAS and we will happily provide them all evidence and our position on this matter.

That's all we can say for now. Have a lovely weekend. X

This post has been translated automatically

Anonym

Trouble with receiving winnings - Validated Customer

29th Apr. 2022, at 05:49 pm CEST#5
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What there is 😃🌻

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Maximus_Winnus
Experienced

Trouble with receiving winnings - Validated Customer

29th Apr. 2022, at 07:02 pm CEST#6
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Doesn't sound like they want to pay out. The only question is why, when all the evidence has been provided.

This post has been translated automatically

RiverSong
Legend

Trouble with receiving winnings - Validated Customer

29th Apr. 2022, at 07:55 pm CEST#7
3 Likes

Liked this post: Anonym, Avatar von Max_Bet Max_Bet, Avatar von Saphira Saphira
moiras730 wrote on 04/22/2022 at 11:19 am: This is the list of details I have sent so far
1) Birth certificate
2) Marriage certificate
3) A copy of my payment card
4) My newly applied for citizen card
5a) Bank statement from the beginning of March to April 8
5b) I gave you read access to my bank account through the link you sent me
6) I also sent you the statements of my two private pensions
7) The statements of my government pension
8) Statements of other government benefits I receive
9) I also sent a copy of the other Bingo site to match the balances in my bank
statements
I joined in early April and my bank statements show that I was able to afford it

for proper identification of your person and cost the oc still needs



  • a dental impression from your dentist

  • a list of your purchased household appliances of the last 3 years incl. copies of the invoices

  • all hospitalization documents of your life in copy

  • +++++ I would think of a lot more (meaningful) things



i usually don't get involved in such things but honestly
how long should such a list become in the future? --> also read access to your account --> looool never ever (although there is always nothing on it anyway)

how long do the players put up with it and give without hesitation voluntarily all, I'm talking about ALL data of themselves?
if now again comes --> it is about a high sum <-- may be true.
but more and more users will be affected and the lists will be longer and longer

it's about time that everyone personally puts his game fun in relation to the current stress / nerve war / effort etc. and questions himself


even after sending all these documents is not even sure that you get his money but has sold his person for zero.


or do you really think such documents remain for years in a filing cabinet (not even safe) without being looked at?


dream on besides, all the documents are not at the 1 man butcher store around the corner, but are available to xxx people across oc groups. so many and so large alarm bells are not even there as should start here


This post has been translated automatically

Anonym

Trouble with receiving winnings - Validated Customer

29th Apr. 2022, at 10:57 pm CEST#8
1 Like

Liked this post: Avatar von Max_Bet Max_Bet

Iseedeadpeople wrote on 04/29/2022 at 19:55
for proper identification of your person and cost the oc still needs



  • a dental impression from your dentist

  • a list of your purchased household appliances of the last 3 years incl. copies of the invoices

  • all hospitalization documents of your life in copy

  • +++++ I would think of a lot more (meaningful) things



i usually don't get involved in such things but honestly
how long should such a list become in the future? --> also read access to your account --> looool never ever (although there is always nothing on it anyway)

how long do the players put up with it and give without hesitation voluntarily all, I'm talking about ALL data of themselves?
if now again comes --> it is about a high sum <-- may be true.
but more and more users will be affected and the lists will be longer and longer

it's about time that everyone personally puts his game fun in relation to the current stress / nerve war / effort etc. and questions himself


even after sending all these documents is not even sure that you get his money but has sold his person for zero.


or do you really think such documents remain for years in a filing cabinet (not even safe) without being looked at?


dream on besides, all the documents are not at the 1 man butcher store around the corner, but are available to xxx people across oc groups. so many and so large alarm bells are not even there as should start here



Thank you, exactly the same...


What is now going on with some groups is no longer normal and is far from all regulatory requirements that exist in the area of compliance and player protection.

Here, data records on individuals are now consistently and in detail collected, compiled and archived

Ever thought about all the information you reveal about yourself when you go through everything from A-Z? Months of unredacted bank statements, pay slips, etc....

The people who seriously tell that would be in any form "normal" or would comply with any EU rules...

Never mind.

And who now tells me "so what? what are they supposed to do with it?"... There is a huge market for such master data sets, which are - as a sideline, or when the business is no longer running - cheerfully made money.

Just because Malta happens to be part of the EU - a shame in itself - doesn't mean that only serious and decent people live there, going about their serious and decent business

In the past, people in this corruption-ridden shithole state made money by registering and insuring every broken-down soul seller in the shipping register; business is no longer good because of increased competition

Today, they run the "serious" rip-off booths, sell golden passports and are happy about every new mailbox that is set up.

Absolutely right: There is only one way for this snot to stop; leave every casino that arrives with such requirements as at the TE, immediately and consistently left. But it won't happen anyway, most of them have no problem with the striptease and do everything to be allowed to play a few rounds.

But after the latest (and first) OLG ruling, regarding chargeback / claiming losses, it will soon be quite uncomfortable for the Schmierlappen... Why was that not actually in the topical "GJ-News"?

This post has been translated automatically

gamble1
Icon

Trouble with receiving winnings - Validated Customer

29th Apr. 2022, at 11:57 pm CEST#9
1 Like

Liked this post: Avatar von RiverSong RiverSong
Iseedeadpeople wrote on 04/29/2022 at 19:55
for proper identification of your person and cost the oc still needs



  • a dental impression of your dentist

  • a list of your purchased household appliances of the last 3 years incl. copies of the invoices

  • all hospitalization documents of your life in copy

  • +++++ I would think of a lot more (meaningful) things



i usually don't get involved in such things but honestly
how long should such a list become in the future? --> also read access to your account --> looool never ever (although there is always nothing on it anyway)

how long do the players put up with it and give without hesitation voluntarily all, I'm talking about ALL data of themselves?
if now again comes --> it is about a high sum <-- may be true.
but more and more users will be affected and the lists will be longer and longer

it's about time that everyone personally puts his game fun in relation to the current stress / nerve war / effort etc. and questions himself


even after sending all these documents is not even sure that you get his money but has sold his person for zero.


or do you really think such documents remain for years in a filing cabinet (not even safe) without being looked at?


dream on besides, all the documents are not at the 1 man butcher store around the corner, but are available to xxx people across oc groups. so many and so large alarm bells are not even there as should start here



Think also enough is enough

I was always one of the few who had understanding for these tests because it somehow makes sense and is also determined by law but this slowly emerging never-ending arbitrariness p**ses me off so excessive

No uniform rules apply apparently with this procedure offerer A is enough a statement offerer B wants equal everything from the notary certified then one must with offerer C still prove where the boss has the money which he pays out to you as wages and so it goes on

Slowly I have even understanding for the people who feel fooled and their coal back lawsuits and although I'm actually strictly against this money back because of fair play but the development currently robs me of any understanding for the providers when I see that partly with the most ridiculous amounts people are bullied

Offline will probably soon again the new old shit do not think that OC will still hold long whether the other generation after us voluntarily gives it I doubt now times

This post has been translated automatically

moiras730

Trouble with receiving winnings - Validated Customer

7th May. 2022, at 10:37 pm CEST#10
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If they need my teeth I can always send my dentures 🦷 😌

I have passed everything over to IBAS and will put my faith in their judgement. I guess after that it’s getting  the lawyer involved as I have legal cover with the house Insurance or Martin Lewis the journalist that helps with money matters on the TV and in the papers. 

I’m just scared about all the personal information I have sent Duelz as I see all the TV warnings about scams and losing everything. What happens to it?

There refusal boils down to the fact I was using a phone that my daughter didn’t use anymore (I live with them) and used this to play on. My daughter used to be a customer until she decided to stop her account and close it.  They are saying only 1 IP address I think its called per household per customer but she was not an active customer by the time I joined. 

I don’t have any other accounts with any of their other sites like they suggest. 

I only tried to re-register after they locked my account the message comes up “you have excluded yourself” so I thought I had done something wrong so tried to re-register to access the live chat. They would NOT allow me to open another account and I was never successful so only have the 1 active account that they locked not me. 

My daughter tried to reach out to people on LinkedIn as she saw how worried and scared I was getting at all of this but sadly nobody responded to her in fact a few blocked her. 

For the avoidance of any doubt I did not type all this out I used a voice button on my phone that changes my speech to words. I have also handed over the follow up to my family as I recently had a heart scare. I may be old and the body fading but the mind is bright and I will keep fighting on. 

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