Duelbits Casino - アカウント閉鎖後、プレイヤーの資金は遅延します。

I’m seeking Casino Guru’s kind assistance to recover a crypto transfer accidentally made to the wallet address of my Duelbits casino account which was previously locked out of.

On 9 January I made a transfer of 637 in error as the wallet address was saved in my Binance application and never removed when the casino permanently blocked my account due to geo restrictions (I believe, I was never told why my account was locked but subsequent review of the TOS suggests this.

I’ve contacted support several times and been told that this can take up to 30 days but it is unclear why this is the case. I further note that the deposited amount was taken from the designated wallet address and moved to the casinos general trading wallet around one day after the deposit.

I have been told by some agents that it shouldn’t take more than a few days whilst other agents are advising that there is 30 business day waiting period.

I’m seeking support in having this process expedited as I am in desperate need for the funds to be returned.

Dear Lowey,

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

Please note we acknowledge processing a refund might take some time.

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

• Could you please share with me your communication with the casino?
• 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas

Thank you for taking a lead on my case and for your message. I will forward the email exchange that I’ve had with Duelbits and the most recent chat exchange however given my account is permanently locked, I cannot provide the previous chat transcripts.

Thank you

Dear Lowey, Thank you very much for the provided information. We will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Hello

There has been no refund processed yet and further I stupidly make an additional deposit into the wallet address as it was in my Binance recent history. The funds have been moved from the wallet address and into the casinos trading account as can be seen on the blockchain explorer however the casino is claiming that the ‘recovery’ process is manual and takes 30 days.

can you please communicate with them

Thanks for the update.

Could you please specify the total amount you wish to be refunded?

Have you notified the casino about further deposits to be refunded?

Hello, amounts have now been recovered. Thank you

Dear Lowey,

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