Duelbits Casino - プレイヤーの賞金は没収されます。

I deposited $8k after doing a VIP transfer, I then was offered a 100% deposit match for my $8k, which I would receive after wagering my deposit 5x over. I did finished the $40k total wager after many hours, I was then told I had broke terms and conditions, which they mentioned I had opened multiple accounts. This simply isn't true and I have never played there before. They clearly want an excuse not to pay my $8k.

Dear elvizz,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Did you use a VPN?

Did you deposit money using a payment method registered in your name?

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,

Dominika

I used a VPN.

I deposited with crypto.

also I have filed a case with a curacao Igaming lawyer now.

Dear elvizz, is there any chance that someone from your household or using the same IP address has also created an account at this casino? If so, do you use the same device?

Could you please advise if you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Not that I’m aware of.

I passed KYC.

Dear elvizz, did you use a VPN to bypass any restrictions for Portugal?

What games did you play?

I have not received any communication with the casino from you.

No I didn’t.

I played slots.

Dear elvizz, have you only deposited and withdrawn money using payment methods that belong to you and are registered in your name?

Have you exchanged money with other players who also have accounts at this casino?

Yes the payment methods were mine for depositing and upon withdrawal I sent money to my friends wallet (who I owe money to), who also uses duelbits and was the one who told me to join as VIP.

Dear elvizz, do I understand correctly that you wanted to withdraw money directly to your friend's wallet?

Correct as I owed him money.

Dear elvizz, it's important to clarify that casino policies typically prohibit withdrawing funds to payment methods that belong to other individuals. This policy is in place to prevent issues related to account security and compliance with legal requirements.

In your case, even though you initially deposited with your own payment method, the withdrawal to your friend's wallet cannot be processed as it's against the terms and conditions. This is a common rule among online casinos to ensure that transactions remain traceable and secure. Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. It is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Dear elvizz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.