Duelbits Casino - プレイヤーの撤退が遅れています。

Hello,

I’m currently unable to withdraw $11,203 from Duelbits.com.

I was new to Duelbits and started out by playing some Blackjack on March 17, 2025. I had a lucky streak and had some consecutive wins over the course of 20 minutes. After that, I decided to take a break and make the withdrawal.

That’s when the trouble started: Every withdrawal has been stuck in "processing" since then.

Hours after I initiated these withdrawals, I noticed that I needed to complete KYC2 to continue playing their games. I submitted all the required documents and done the liveness check. However, I didn’t automatically pass KYC2 — support told me to ignore the error message and assured me they’d do a manual review.

Since then, It’s been days now with no resolution from live support or email. I’ve contacted support multiple times, and every time it’s the same response saying that my KYC and withdrawals are still under review.

I'd like to ask their representative here to handle with this situation as soon as they can. Thanks.

Dear fretful97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have not made any successful withdrawals yet?
• Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Do I understand correctly that you have not made any successful withdrawals yet?

Yes, correct, I have not made any successful withdrawals yet.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I have provided Duelbits.com with my ID photo, proof of address and liveness check. I have all the required documents as soon as possible and in the correct format.

Did you accumulate your winnings with or without an active bonus?

I accumulated my winnings without any bonus.

Thanks for your help.

Thank you very much for your reply, fretful97. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

First, I would like to provide you with the latest updates. After I posted here a week ago complaining the delay in my withdrawal, Duelbits blocked my account without any explanation. 

All of my prior communication with Duelbits was only saved in their Live Support system, which I now no longer have access to. As a result, I am unable to share these chat records here.

Then, to summarize the situation:

- On March 17, I created my account and played some Blackjack.

- On the same day, I initiated three withdrawals, all of which were stuck in the "processing" status.

- A KYC2 prompt was shown on the website. I uploaded all required documents, but did not pass it automatically.

- A Duelbits representative assured me that a manual review would be done.

- Despite multiple contacts with support, I received no update on the identity verification or my pending withdrawals.

- On April 9, Duelbits banned my account without providing me any reason. I am no longer able to log into Duelbits.com. 

- After that, I sent several emails to [email protected] requesting the processing of withdrawals and the explanation to the account closure . As always, they have not responded.

Please find attached screenshots of my account status before its closure, along with three emails confirming my withdrawal request - but none of which were ever processed.

I am extremely disappointed by how this casino has treated a new player after a winning session. Thank you again for your assistance in this matter. Please don't hesitate to let me know what steps I should take next..

Best regards,

Thank you very much, fretful97, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, fretful97,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Duelbits Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have any of his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Branislav,

Thank you for your message.

We have reviewed the complaint in detail and have already sent an email to you with supporting evidence that justifies our decision regarding the player's account.

Please let us know if any further clarification is required.

Kind regards,

Thank you, Duelbits Team, for your email and the additional details with explanation.

I replied to it a while ago. Can you please check it and provide me with the requested?

(Since I can see the auto-reply from your email about your unavailability, I am setting the timer accordingly, for a longer period)

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Casino Guru,

Apologies for the delay. We have responded with additional evidence to the previous email.

Best regards

Dear fretful97,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions in several ways - multiple accounts/collusion, which automatically makes your verification impossible, and using a prohibited technique when playing and accumulating your winnings (obtaining a significant unfair advantage in accumulating winnings).

Based on the nature and severity of the infractions, the casino acted in accordance with its terms and conditions you accepted upon registration, and we accept their decision.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.

Thank you very much, Duelbits Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru