Contacts
Contacting duelzcasinouk.co.uk
duelzcasinouk.co.uk is a development information site about Duelz Casino. The address [email protected] is a development placeholder, not a confirmed working mailbox. Do not use it for casino account enquiries or send it passwords, identity documents or payment details.
The casino support channels below belong to Duelz's operator, SuprPlay Limited. They are separate from duelzcasinouk.co.uk. duelzcasinouk.co.uk does not handle Duelz account access, payments or gambling complaints.
Which contact should you use?
| Enquiry | Contact route |
|---|---|
| Content on duelzcasinouk.co.uk | [email protected] is the development placeholder; an active contact route is not confirmed. |
| Duelz UK account or payment question | Email [email protected] or open live chat within the Duelz service. |
| Help with Duelz gambling limits or self-exclusion | Use Duelz customer support or the relevant account tools. |
| Initial complaint about Duelz | Raise it with Duelz by email or live chat. |
| Escalating an unresolved gambling-transaction complaint | Email [email protected] and include “Dispute” in the subject. Live chat cannot register this second-stage dispute. |
If you suspect someone has gained access to your Duelz account, notify SuprPlay immediately and take steps to prevent further unauthorised access. Its terms identify email and live chat as channels for reporting this problem.
Making a complaint to Duelz
SuprPlay's UK procedure covers players who registered using a UK residential address. Start with customer support by email or live chat. A complaint made in chat is recorded, although SuprPlay may ask you to clarify it by email.
If you are dissatisfied with the response to a complaint about a gambling transaction, whether about its result or how it was processed, you can take it to the written dispute stage. Send it by email with “Dispute” in the subject. SuprPlay assigns this review separately from its frontline support team.
Include the following in the email to Duelz:
- Your full name and the email address registered to your casino account.
- The brand involved, identifying Duelz and any other relevant SuprPlay brand.
- An explanation of what happened, with the relevant dates and times.
- Supporting evidence, such as screenshots, and the result you are seeking.
- Identity or verification documents only if the operator requests them.
These details are for the operator's complaint process. Do not send them to the duelzcasinouk.co.uk placeholder address.
Response and further review
SuprPlay's policy sets an eight-week limit for completing its internal complaint and dispute process, counted from receipt of the original complaint. It provides for progress updates and a final response explaining the decision. This is the operator's stated process, not a response-time commitment from duelzcasinouk.co.uk.
If the matter remains unresolved after eight weeks, or SuprPlay issues its final position sooner, an eligible dispute can be referred to eCOGRA. SuprPlay names eCOGRA as its UK alternative dispute resolution provider, with contact email [email protected], and states that the service is free for its players.
Eligibility is decided by eCOGRA. Its scope generally covers gambling transactions, including game outcomes, bonus application and access to account funds. It generally excludes data-protection requests, responsible-gambling restrictions, suspected crime, commercial decisions consistent with published terms and matters already before a court or previously considered in court.
During eCOGRA's review, communication about the dispute must go through eCOGRA; the player and SuprPlay must not discuss that dispute directly with each other. SuprPlay's policy says the decision binds the operator while preserving the player's ability to bring the matter before a court with jurisdiction.
Related pages on duelzcasinouk.co.uk
- [Terms of use](/terms/)
- [Privacy](/privacy/)
- [Cookies](/cookies/)
- [Responsible gambling](/responsible-gambling/)
- [Contacts](/contacts/)