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I repatriated the winnings on June 25, 2021

On June 28, 2021, my account was closed and I was asked to review the documents. I submitted the documents immediately. 6/29/2021 I inquired that as long as the check goes, the answer was that max 48 hours. Well today, when 2.7 inquired again, I was required to re-add the documents with a credit card image. My account has still not been verified and my winnings have not been cashed out.

Tein voittojen kotiutuksen 25.6.2021

28.6.2021 tilini suljettiin ja pyydettiin dokumentteja tarkistettavaksi. Toimitin dokumentit samantien. 29.6.2021 tiedustelin että kaunko tarkistuksessa menee, vastattiin että max 48 tuntia. No tänään 2.7 tiedustellessa taas asiaa minulta vaadittiin dokumentit uudelleen lisättynä luottokorttikuvalla. Tiliäni ei ole vieläkään vahvistettu eikä voittoja kotiutettu.

Dear Mauri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner, and it can take some time to fully review all the details.

Which documents have you provided? Could you, please, confirm that you provided all the required documents?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Replied to email

Vastattu sähköpostiin

Thank you very much Mauri for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Mauri,

I'm Nick and I'll be helping you in your issue from now on. I will now try to contact the casino and let them know about your issue.

Hey !

I got a message from the casino today. Now they do not understand the documents I submitted. Again, I provided an explanation of my sources of income, i.e. a payroll and document transfer that another casino has made to my account for a larger profit.

And time to play again!

Hei !

Sain tänään viestin casinolta. Nyt he eivät ymmärrä toimittamiani asiakirjoja. Toimitin uudestaan selityksen tulonlähteistäni eli palkkalaskelman ja dokumentin tilisiirrosta jonka toinen casino on tehnyt tililleni suurehkosta voitosta.

Ja taas pelataan aikaa !

Dear Mauri,

Could you please provide the e-mail address which you used for registration in the account? The casino requested it from us so they could look into the case faster.

Dear Mauri,

Are you sure that this is your e-mail used in the casino? We have provided it earlier to the casino as you use it here aswell and the casino said that you have no actions on this account.

Dear Maukka,

We have also received information from the casino about your multiple account. I'm currently waiting to get more information regarding the withdrawal- wheather it's possible or what documents are still needed to be send.

Will get back to you as soon as possible.

Hey Nikolas!

I got a message from Duelz Casino last night.

Now the casino has accepted the documents I submitted.

The withdrawal of profits has come to my bank account today.

Thank you very much for your help! I am quite sure that contacting the casino helped me with this problem.

Wishing you a happy summer

Hei Nikolas !

Sain eilen illalla viestin Duelz kasinolta.

Nyt kasino on hyväksynyt toimittamani asiakirjat.

Voittojen kotiutus on tullut tänään pankkitililleni.

Suuret kiitokset avustanne ! Olen aivan varma että yhteydenottonne kasinoon auttoi minua tässä ongelmassa.

Hyvää kesää toivottaen

Dear Maukka,

I'm happy to hear that your issue is now resolved. I'll be closing the complaint as resolved now. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you. Wish you best luck and happy summer too.

Best regards,

Nick

Casino.guru