Duelbits Casino - アカウント制限によりプレイヤーの資金が凍結されます。

I have tried to register on duelbits.com website, but they notified me, that my country is not accepted:

Duelbits.com products and services are not available from your region

Redirecting to the duelbits.io version of Duelbits. If you are not redirected in 8 seconds, please click on the redirect button.

Then I was redirected to similar looking site duelbits.io, which allowed me to register. In T&C, which I was presented upon registration, there were several restricted territories, like Austria, France, USA but my country was never mentioned.

I have opened account, deposited, played and then asked for first withdrawal. It was not processed, my full account was put into KYC mode (I can not play and withdraw). Verification is done via sumsub and I have already completed it elsewhere, so I used my documents, as well as proof of residence from my country, saved in sumsubID to try to pass KYC quickly.

I've got an error: "We could not verify your profile. Your region is not supported. If you have any questions, please contact Duelbits Support"

So I have contacted support, they told me to wait 24 hours. It was 4 days ago, today support told me, that problem is that I played from restricted territory, which breaches their T&C and they will inform me later what they will do with my funds (which might be confiscated, according to T&C).

This is ridiculous! duelbits.com indeed has my country listed as restricted territory, but I was playing and depositing and registering with duelbits.io, which clearly allows my jurisdiction!

So this is either terrible incompetence, applying rules from other site to customers, or just plain stealing! No additional information or documents were requested from me at any point, no real help from support, my money are frozen and I am accused in breaching T&C with potential confiscation (according to their rules).

This is at least bad attitude to clients, at most stealing, I hope for better, but everyone should be aware, that you are gambling not only against slots, but also against rules, your country might be considered restricted, even if it is not.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you been automatically redirected to Duelbits.io after the Duelbits.com website blocked you, or did you find the casino via an internet browser?
• Have you used any VPN or IP-masking software to access either of these two casino websites in order to alter your real location?
• Have you received any emails from the casino’s customer support regarding your access being restricted due to your country of residence? If so, kindly forward them to me at [email protected].

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

Best regards

Veronika

Yes, duelbits.com automatically redirects to duelbits.io, after showing notification, that my country is not allowed, but I can play on their sister site.

No, I only used my real residence IP all the time.

No, I did not receive any emails, all communication is done on website. At the moment I have rejected KYC and not able to play or withdraw.

I would like to clarify a bit, as at the moment summary is incorrect.

I did register with duelbits.io several weeks ago, after being redirected to this site from duelbits.com, deposited usdt and played some games (no bonuses, except loyalty bonuses paid automatically for playing). I did not pass KYC or withdraw funds from this acciunt before. After first withdrawal request, KYC was triggered and games were blocked, withdrawal is still pending. After using previously verified by sumsub (using sumsub ID feature, which allows to reuse previously approved documents) documents with Slovenian proof of residence (recent bank statement from Slovenian bank), KYC was rejected automatically by sumsub with reason "Region not supported". Support was telling me to wait for several working days with no additional documents or explanations being requested. Last agent told, that I breached T&C by playing from restricted territory and they "will see, what to do with account balance".

Hope the situation is more clear now.

It really looks, like incorrectly set automated verification logic. I think they have same verification software both for duelbits.com (where Slovenia is not allowed) and for duelbits.io (where it is allowed). So, my documents were accepted and verified succesfully, but Slovenia is not allowed at duelbits.com and my verification on duelbits.io failed because of this, while it should not.

I have just got the message from support and received requested withdrawal. My KYC is marked as passed on site. But they say they are closing my account for violation of T&C.

We hope this message finds you well.

We’re writing to inform you that your account is scheduled for closure due to a violation of our Terms of Service, specifically related to activity from a restricted region.

To ensure a smooth transition, we kindly advise you to withdraw any remaining balance from your account at your earliest convenience. Once the account is closed, access to funds and services will no longer be available.

We appreciate your understanding and cooperation. If you have any questions or require assistance during this process, please don’t hesitate to reach out to our support team.

Warm regards,

Duelbits Team

I still do not understand and do not agree, that I violated any terms of T&C. Terms of duelbits.io does not include my residence country in restricted region list.

Got some explanations

Please note that the part regarding "restricted regions" was meant for another user. However, your account will remain closed due to a violation of our Terms of Service.

We reserve the right to close or suspend your account under the following circumstances:

If we determine that you have used the Website in a fraudulent, collusive, illegal, unlawful, or improper manner.

If we find that you have engaged in unfair practices, deliberate cheating, or taken advantage of the Website or any of its Users, or if your Account is being utilized for the benefit of a third party.

Should we close or suspend your account due to a breach of our Terms of Service, you shall, to the extent permissible by applicable laws, be held liable for any and all claims, direct losses, liabilities, damages, costs, and expenses incurred or suffered by us.

​ Furthermore, we reserve the right to close your account at any time at our sole discretion and freeze all remaining funds in the Account.

Especially the last sentence is very interesting.

Asked support directly, to provide me with more information, what did I do wrong and if players from Slovenia can play on website, she responded

Sir I am sorry but I will be unable to help you any further in this matter

I still demand the explanation, what did I do wrong. They can not just accuse me in breaching T&C for no reason.

I have requested payout of most of the remaining balance and received it immediately.

And now my KYC status is "unverified" again!

They just do what they want, they do not care about their own T&C, for some reason. Can approve verification and then remove it... That's weird.

Now my account, with ~75 euro left on balance, was banned. When I try to login, nothing happens, but I get an email confirmation for new session on site.

I want casino representative to reason the ban and seizure of remaining balance.

Is it because I was playing from Slovenian IP and used Slovenian residence documents for KYC?

Does it mean, that every player from Slovenia is forbidden to play on site (although this country is not on the list of restricted territories)?

Does it mean, that any country, not listed as restricted, may be banned after automatic KYC fails with reason "Forbidden country"?

Is it because you decided to close my account for unspecified reasons and freeze remaining funds on it?

Does it mean, that every player on your site is risking to receive "undisclosed ban" on their accounts and, possibly, remaining funds?

Thank you.

Thank you very much, DimOK, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Duelbits Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Pavel,

We have sent you an email justifying our decision.

Please let us know if anything else if needed from our side.

Kind regards

Dear DimOK, we have received information form the casino that you have successfully withdrawn the most part of the disputed amount. The rest that was left in the account was the rakeback bonus, which the casino, as a gesture of good will, decided to pay out as well. Can you confirm that you have received all these funds?

No, I can not withdraw remaining funds, because KYC is rejected, same as before

We could not verify your profile. Your region is not supported. If you have any questions, please contact Duelbits Support: [email protected]

I do not need any gestures of goodwill, I want to understand, what did I do wrong.

They did allow me to withdraw everything I had on account a while ago, I described it above, I left small amount, hoping to get back to play soon.

It does not sound logical: if I breached T&C, why allow to withdraw all funds from account including winnings and bonuses? If I did not breach T&C, why would they close my account?

I am very curious about their reasoning and really appreciate if you share it here or in private message, thank you.

I do not know why exactly your account was closed, I have only received an explanation about failed KYC. However, we accept that casinos can close players' accounts at any time they wish until they will pay out all funds.

OK, please clarify following questions:

1) Was the problem with the documents I provided during KYC (something was wrong) or my KYC was rejected just because I am residing in "wrong" country, although it is listed as allowed?

2) In case my account was closed "per manager decision" without any reasons specified, could it be possible, according to T&C, that some other account will be closed as well and account balance would be frozen and not paid out without any reasons specified?

Of course,

1) I do not know the specifics.

2) In this case balance must be paid out unless there is a valid reason, e.g. multiple accounts, any kind of unfair T&Cs breach etc.

So, to sum up the issue.

• KYC was rejected because "Your region is not supported.", while it is allowed in T&C.
• Account was closed "per manager decision".
• Funds were paid at full.

The key point is the last one and basically it defines, whether we have an issue, or not.

Looks like we will not get any additional information from casino.

I am not satisfied, but have no idea, what we can do. Feel free to close the issue.

Dear DimOK,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru