Duelz Casino refusing to pay me £4500

[Pipson]

Over the weekend, I won a total of £200 + £4300 from Duelz casino, then top up another £50 which was untouched, after a very dodgy and lenghthy verification process i finially got verified and i withdrew it all a total of £4550.10 - today i got an email that they are not gonna pay me my winnings because I broke their Terms and Conditions, something a long the lines 1 account per household, I was not aware that my wife had an account with them and when I asked her she said her account was deleted and not active at all.

The funny thing is on their email they said Due to the breaches above, your winnings were voided and as a gesture of goodwill, we have refunded the deposits of £270.
But I received £50.10 + £20 + 200 which is £270.10 so they purposely do not want to pay me my £4300.

I responded to their email:

After reading your terms and conditions properly on the previous email, please see the below:

I understand your terms regarding one account per household/IP and the rules around self-exclusion. However, I respectfully submit that my case is not in breach of these conditions:

• My account was opened and used solely by me, with my personal details. All deposits, play, and winnings were conducted by me only.
• My wife previously self-excluded her own account, which has remained inactive. She did not use or benefit from my account in any way.
• The terms around household/IP primarily exist to prevent duplicate bonuses, fraud, or attempts to circumvent self-exclusion. None of these apply here. There has been no fraudulent activity, no bonus abuse, and no use of my wife’s self-excluded account.
• While the terms request that multiple users in the same household inform the operator, this is an administrative oversight at most and should not justify the forfeiture of legitimate winnings obtained through fair play.

I therefore ask that you review this matter fairly and in line with your regulatory obligations, and release my winnings of £4,500. If needed, I am prepared to escalate this matter to the relevant Alternative Dispute Resolution (ADR) provider and regulator for independent review.


Wondering what I can do here to get my £4300 winnings that I am missing because as far im aware I did not do anything wrong here and How was I suppose to know that my wife had an account previously when we both randomly play online casinos?

 

[dunover]

Over the weekend, I won a total of £200 + £4300 from Duelz casino, then top up another £50 which was untouched, after a very dodgy and lenghthy verification process i finially got verified and i withdrew it all a total of £4550.10 - today i got an email that they are not gonna pay me my winnings because I broke their Terms and Conditions, something a long the lines 1 account per household, I was not aware that my wife had an account with them and when I asked her she said her account was deleted and not active at all.

The funny thing is on their email they said Due to the breaches above, your winnings were voided and as a gesture of goodwill, we have refunded the deposits of £270.
But I received £50.10 + £20 + 200 which is £270.10 so they purposely do not want to pay me my £4300.

I responded to their email:

After reading your terms and conditions properly on the previous email, please see the below:

I understand your terms regarding one account per household/IP and the rules around self-exclusion. However, I respectfully submit that my case is not in breach of these conditions:

• My account was opened and used solely by me, with my personal details. All deposits, play, and winnings were conducted by me only.
• My wife previously self-excluded her own account, which has remained inactive. She did not use or benefit from my account in any way.
• The terms around household/IP primarily exist to prevent duplicate bonuses, fraud, or attempts to circumvent self-exclusion. None of these apply here. There has been no fraudulent activity, no bonus abuse, and no use of my wife’s self-excluded account.
• While the terms request that multiple users in the same household inform the operator, this is an administrative oversight at most and should not justify the forfeiture of legitimate winnings obtained through fair play.

I therefore ask that you review this matter fairly and in line with your regulatory obligations, and release my winnings of £4,500. If needed, I am prepared to escalate this matter to the relevant Alternative Dispute Resolution (ADR) provider and regulator for independent review.


Wondering what I can do here to get my £4300 winnings that I am missing because as far im aware I did not do anything wrong here and How was I suppose to know that my wife had an account previously when we both randomly play online casinos?

Ouch! They've got you by their terms there, standard practice when they close accounts duplicated within one address, refund deposits and don't pay winnings. The fact your partner was SEd won't help your cause here.

Be interesting to see how this one pans out.

 

[Pipson]

How are we suppose to be aware if someone in our household has an account?

i would understand if I tried to have duplicate accounts but what if you live in flat and you share with 5 other people?

Also her account was inactive, has not been used for months, just doesnt seem fair.

• The terms say players must “immediately inform SuprPlay” if more than one user is in the same household/IP. That creates an obligation to inform, not an outright prohibition.
• You can argue that failing to notify was at most an oversight, not fraud, especially since the play was legitimate and done under your identity.
• The T&Cs focus on stopping fraud, multiple bonuses, or self-exclusion bypassing. You can argue none of that occurred.

 

[dunover]

How are we suppose to be aware if someone in our household has an account?
i would understand if I tried to have duplicate accounts but what if you live in flat and you share with 5 other people?
Also her account was inactive, has not been used for months, just doesnt seem fair.

• The terms say players must “immediately inform SuprPlay” if more than one user is in the same household/IP. That creates an obligation to inform, not an outright prohibition.
• You can argue that failing to notify was at most an oversight, not fraud, especially since the play was legitimate and done under your identity.
• The T&Cs focus on stopping fraud, multiple bonuses, or self-exclusion bypassing. You can argue none of that occurred.

Yes, and that's the crux here because informing them would have led to extra checks to validate your account and head off any unfortunate situations like the one you're experiencing.

The terms are always telling in cases like this and they usually have all possible circumstances well covered, I feel that for them to change their minds here is unlikely and if they were to, it would be based on goodwill.

I sincerely hope they do based on your version of events.

 

[Pipson]

Any advice where I can get legal advice or raise complaints in regards to this?

 

[dunover]

We have a PAB (arbitration service) here on the forum but be aware they are very busy! You can try getting some help here but please read the rules:

Online Casino Complaints

 

[mulven]

How are we suppose to be aware if someone in our household has an account?

i would understand if I tried to have duplicate accounts but what if you live in flat and you share with 5 other people?

Also her account was inactive, has not been used for months, just doesnt seem fair.

• The terms say players must “immediately inform SuprPlay” if more than one user is in the same household/IP. That creates an obligation to inform, not an outright prohibition.
• You can argue that failing to notify was at most an oversight, not fraud, especially since the play was legitimate and done under your identity.
• The T&Cs focus on stopping fraud, multiple bonuses, or self-exclusion bypassing. You can argue none of that occurred.

Like dunover said, the self exclusion just makes things worse. They would have almost definitely still confiscated the money without it but it's very easy for them to argue that your partner is using you to circumvent the self exclusion without having to prove it, despite what the truth may be. Gives them a lot of room to work within.

You don't have have a zero percent chance of getting the outcome you want but it will be quite low so I wish you the best of luck in fighting this!

 

[Pipson]

Well so far I received £270.10 on to my account and today I got an email that basically said:

Thank you for your patience while we re-assessed your case. As a gesture of goodwill, we will proceed to pay out your winnings of £4,030.

They are still missing £250 and I've not received the £4030 as of yet - email was 5mins ago.

But im glad all the channels I used to raise a complaint and hopefully they read the emails they sent me got me to this stage.

Never give up guys! - Thank you for not fully scamming me!

 

[johnxo]

Man, that’s brutal.

Had a similar headache last year with another UK brand... long KYC, then a sudden “one account per household” email when the withdrawal finally came through....


In my case they eventually paid after I pushed it to ADR, but it dragged on for weeks and only moved when I kept everything documented (screenshots, dates, chat logs) and quoted the specific licensing rules back to them.


If you haven’t already, keep every email + live chat transcript and escalate to their regulator ASAP. It’s boring but it forces a paper trail...


Crazy thing is, I’ve also had the opposite experience on a smaller site, where my cashout hit my bank in under an hour with zero drama... shows how different operators can be..