Duelbits Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

Hi. I'm just copying the details of my issue from where I have posted it on another site.

My account was suspended without warning or reason last week. I have 2 withdrawals still processing having had many, many withdrawals processed quickly before. I received zero correspondence as to why my account was suspended and despite several emails to support I still got nothing back. After my millionth visit to live support I finally got told that compliance had emailed me (a lie - they hadn't) and needed some further documents despite my account already being verified. I sent in the required documents but was told they're not sufficient but nothing else. I habe AGAIN sent several follow up emails and AGAIN am being completely ignored.Their customer service is truly useless and professionalism non existent. I'm worried I will never get these withdrawals processed now despite doing what was asked of me only to then be completely ignored again. I implore people to avoid this platform at all costs.

Edit 21/8

Having finally been contacted by Compliance and having sent even more documents excess to what I was asked for, I'm still being told it's not enough. I've now sent 7 months bank statements, payslips, a P21 and other tax documents, and somehow srill being told this isn't enough despite it being more than asked for. They simply don't want to pay me out. It's honestly an absolute disgrace and farce at this point.

Further update - my withdrawals have now been "REFUNDED" back to Duelbits and my account now showing as zero and my funds have just completely disappeared. I have not broken any rules or done anything wrong whatsoever. DO NOT USE THIS SITE I IMPLORE YOU.

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you regained access to your account after it was briefly blocked?
• Were you informed about any reason why your account was blocked and your funds confiscated?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the additional verification requirements or the reasons for confiscation of your funds? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Hi Tomas

Thanks for the reply. I'll answer all questions below.

My account has been suspended since last Wednesday night (August 13th)/early Thursday morning (14th). It hasn't once been reactivated since.

I was given zero reason until I pestered them and finally got told I needed to provide additional documents as per my initial complaint here.

I have played slots live games and sports bets. I accumulated my last balance from live games and withdrew half with no issue l. My account was then suspended when I tried withdrawing the remainder as per screenshots sent in initial complaint.

I habe never once used bonuses on this site so that's not an issue.

It's worth noting I've had maybe 100+ successful withdrawals with them up until this attempt last week. I'll send on email exchanges and transcripts where you'll see i provided every single detail, document, statement etc that was asked of me. Getting a response from these guys is like drawing blood from a stone. They are woefully inept. There us zero reason why they should have confiscated these withdrawals and zeroed my balance not least more than a week after I requested it.

Thanks again

Just a quick update here - they initiated a refund to me of around 23 dollars. I had 2 withdrawals that were processing before disappearing - one for around 23 dollars and the 9ther for around 1760 dollwrs. Once again they are completely ignoring my mails asking where is the rest of my refund, I.e the 1760.

I was told when I finally (and last) got a reply more than a week ago that I'd get my funds refunded to me in 1-5 business days. This has now elapsed amd no sign of them, all the while my mails are being ignored again. I've never come across anything like this in almost 20 years of industry involvement. It's an absolute farce.

Thanks for your reply and the update.

Have you saved any communication received directly from the casino regarding the closure of your account or the refund being issued? Has the casino cited any terms and conditions justifying its actions against you?

Share any such communication from the casino to my email at tomas@casino.guru

Hi Tomas

I forwarded you on a mail last week with my correspondence with them. I am beyond frustrated at this point you have no idea. They sent me a 23 dollar refund for whatever reason and then advised me a few days ago that a 1756 dollar one had been sent too and that I'd receive it soon. However I have now just got an email from them requesting that I AGAIN send them 3 months bank statements and payslips which I did at the very beginning and that my refund is on hold in the meantime. It's just an absolute joke at this stage - almost a month now it's been dragging on. They are full of excuses and lies. I'm genuinely concerned I'm never going to get these funds and that's soul destroying.

Thanks

Niall

Thanks for your reply.

I understand your frustration.

• Kindly send me the correspondence between you and the casino so we may have a better idea of what the casino requested from you recently. If you saved the correspondence in which the casino promised you a refund, send it to me as well.
• My email is tomas@casino.guru

I apologize for the inconvenience.

Dear Lokomomo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Tomas

I finally got paid a month later. I stand by everything I said about them though - they made my life miserable and did everything in their power not to pay me out. Their customer service is an absolute disgrace and basically non existent. I've closed my account and would strongly advise against anyone playing on this site if they are bigger bettors. Thanks for your help anyway.

Dear Lokomomo,

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,

Tomas

Casino.Guru