| Timeline | We acknowledge every editorial complaint within one working day and finish the review inside five working days. If we agree we got something wrong, the correction goes live the same day it is confirmed, with a note under the H1 explaining what changed and when. If we disagree, we write to you with our reasoning and the evidence we relied on. Complaints about Duelana itself sit on a different track — the operator has its own service-level agreement for support, and the UK-approved ADR provider will publish its own timeline (typically up to 90 days for a full ruling). |
| How to complain about our content | If we described a promotion incorrectly, quoted an out-of-date wagering figure, or made any other factual error, please email [email protected]. Include the page URL, the passage you are challenging, and — if you have it — a screenshot from Duelana's own site showing the correct information. We do not need a formal complaint form; a short email is enough. For complaints about Duelana itself — a delayed withdrawal, a locked account, a bonus refusal — please contact the operator's support first, then escalate to their ADR provider if you are not satisfied. |
| What we can and cannot do | We can correct our own content: rewrite a paragraph, republish with a note, lower a star score, or pull a page altogether if it is beyond saving. What we cannot do is move your money, unlock your Duelana account, or overturn an operator decision — we have no editorial or contractual reach into the operator. If your issue is with Duelana rather than with something we wrote, the UKGC's official ADR list is the right escalation route once you have exhausted the operator's own complaints process. |