Duelz Casino - Spelarens bonusvinster har annullerats.

Hello everyone, yesterday I deposited 25 euros at Duelz and received a welcome bonus of 100%, which I didn't 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 just kept playing, but at no point did I fall below 25 euros, so I only played with my real money that I had paid in.

I then came up with a credit of just over 2500 euros relatively quickly, through a maximum stake of 4 euros. I wanted to have these 2500 euros paid out directly.

Now today I received an email that I had violated the bonus terms and conditions and my payout was not approved and my entire balance was deleted. I was only credited with the 25 euros I had paid in.

I looked through all the bookings and couldn't find a stake over 5 euros, which was clear to me beforehand.

So I wrote to support and asked for clarification. The support then replied that I had once played in Ramses Book with a stake of 27 euros and sent me a screenshot. I am still sure that I did not do this and have thought about it for a long time. I then opened Ramses Book and looked, you cannot choose a stake of 27 euros in this game! The only thing that comes to mind is that I may have accidentally stepped onto the risk ladder. However, as I understand it, this is not excluded in the bonus conditions. Only buying bonus games, stakes over 5 euros and double up (card risk) is excluded.

"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 support, but this was not possible. I have advised that legal action should be taken and an official complaint should be lodged with the MGA if I do not receive the money or an acceptable solution is found within 7 days.

The employee in support said she would pass this on to management and they will contact me within 30 days.

What options do I have to get my money. I mean, I never wanted this bonus, I only played with my real money and always under 5 euros, except for this one time when I probably just slipped away.

I'm really pretty pissed off and disappointed with Duelz. I like the casino and would like to have played there more often in the future or maybe even made it my regular casino, but if I don't receive a payout I will of course avoid this

Hallo zusammen, ich habe gestern bei Duelz 25 Euro eingezahlt und einen Wilkommensbonus in Höhe von 100% erhalten, welchen ich überhaupt nicht wollte. Diesbezüglich hatte ich auch den Support kontaktiert, mit der bitte diesen zu stornieren, was jedoch nicht möglich war.

Ich habe dann einfach weitergespielt, bin jedoch zu keinem Zeitpunkt unter 25 Euro gefallen, habe also nur mit meinem eingezahlten Echtgeld gespielt.

Ich bin dann relativ schnell auf ein Guthaben von knapp über 2500 Euro gekommen, durch einen Höchsteinsatz von 4 Euro. Diese 2500 Euro wollte ich direkt auszahlen lassen.

Nun habe ich heute eine Email erhalten, dass ich gegen die Bonusbedingungen verstoßen hätte und meine Auszahlung nicht bewilligt wurde und mein komplettes Guthaben gelöscht wurde. Es wurden mir lediglich meine eingezahlten 25 Euro gutgeschrieben.

Ich habe alle Buchungen durchgeschaut und habe keinen Einsatz über 5 Euro gefunden, was mir jedoch auch zuvor schon klar war.

Also habe ich den Support angeschrieben und um Klärung gebeten. Der Support hat mir dann geantwortet das ich einmal mit 27 Euro Einsatz in Ramses Book gespielt hätte und mir einen Screenshot gesendet. Ich bin mir nach wie vor sicher, dass ich dies nicht getan habe und habe lange überlegt. Ich habe dann Ramses Book geöffnet und nachgeschaut, man kann in diesem Spiel keinen Einsatz in Höhe von 27 Euro wählen! Das einzige was mir in den Sinn kommt, ist das ich eventuell ausversehen einmal auf die Risikoleiter gegangen bin. Jedoch ist dies, so wie ich das verstehe, nicht in den Bonusbedingungen ausgeschlossen. Ausgeschlossen ist lediglich Bonus Spiele zu kaufen, Einsätze über 5 Euro sowie Double Up(Kartenrisiko).

" 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"

Ich habe versucht mit dem Support eine Lösung zu finden, dies war jedoch nicht möglich. Ich habe darauf hingewiesen rechtliche Schritte einzuleiten und eine offizielle Beschwerde bei der MGA einzulegen, sollte ich nicht innerhalb von 7 Tagen das Geld erhalten oder eine akzeptable Lösung gefunden werden.

Die Mitarbeiterin im Support meinte Sie gebe das an das Management weiter und diese werden sich innerhalb 30 Tagen bei mir melden.

Welche Möglichkeiten habe ich um mein Geld zu erhalten. Ich meine ich wollte diesen Bonus nie, habe nur mit meinem Echtgeld gespielt und immer unter 5 Euro, bis auf dieses eine Mal wo ich mich wahrscheinlich einfach verdrückt hatte.

Ich bin wirklich ziemlich sauer und enttäuscht von Duelz. Ich mag das Casino und hätte gerne in Zukunft öfter dort gespielt bzw es sogar vielleicht zu meinem Stammcasino gemacht, aber sollte ich keine Auszahlung erhalten werde ich dies natürlich meiden

Dear Ommuc,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I checked the Bonus Terms on the website, and this is what I found (https://www.duelz.com/en/bonus-terms):

„ g. The maximum amount you are allowed to bet per spin when playing with a bonus is €5 per bet (or currency equivalent) until the wagering requirements of the bonus have been met. 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."

Activating the ladder feature caused this situation and the casino evaluated it as breaching of maximum allowed bet. Unfortunately, even though you played with your deposited money first, it was still considered as a part of the match bonus, therefore the maximum allowed bet was breached even in these circumstances.

I tried to register to see how bonus activation works in this casino, and I found out that players can decide to receive or not to receive a bonus right after registration:

However, to fully decide on this case, I would like to see your game history from the bonus play. Would you be so kind and forward it to my email address is kristina.s@casino.guru?

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I've just sent you an email with a screenshot.

Hi Kristina,

ich habe dir eben eine E-Mail mit Screenshot gesendet.

Dear Ommuc,

Unfortunately, since winnings were involved with these bets, there is not much I can do to support your case at this time.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to use the in-game feature, and, as a result, you breached the maximum bet rule.

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.