Duel.com Casino - Spilleren anmoder om refusion på grund af spilproblemer.

Good morning, I believe Duel.com casino does not comply with any responsible gaming regulations. After losing approximately €7,000 on one account, I requested self-exclusion. Since I'm a compulsive gambler, I opened another account and again lost over €7,000, depositing from the same crypto wallets I used for the other account. I would like a refund because this casino has caused me a number of problems. I can attach any evidence you need; multiple accounts were funded from my wallet.

Buongiorno, penso che il casino Duel.com non rispetti alcuna norma sul gioco responsabile. Dopo aver perso circa 7000€ su un account ho chiesto l'autoesclusione. Visto che sono ludopatico, ho aperto un altro account e ho perso di nuovo più di 7000€ depositando dagli stessi wallet crypto che ho utilizzato per l'altro account. Desidero avere un rimborso perché questo casino mi ha causato non pochi problemi. Posso allegare tutte le prove che volete, dal mio wallet sono stati finanziati più account.

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Dear ceeerneee,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duel.com Casino.

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• When was your old account closed?
• When did you create another account?
• What is similar in your new account to your old account aside from using the same payment method?
• Did you pass KYC verification for your new account?
• Could you please forward me the original self-exclusion request you sent, along with the casino's response? Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean