DuoBetz Casino - El retiro del jugador es rechazado repetidamente.

I have been trying to withdraw 4000 € since December 1, 2023 - after the casino repeatedly rejected my withdrawal, I reduced it to 1000 €. However, since then, I have made several withdrawal requests, all of which have been cancelled or thrown back (rejected) by the casino. Even when I inquired multiple times via email, I received no response, and in chat, I only get as far as being asked for my username before the operator says "let me check" and then no more replies, regardless of how many times I ask - even after waiting for an hour, there is no answer. I am verified.

I can only agree with the user "milad1", who stated that the money is not being paid out and this is a case of fraud, or even criminal machinations. The 4.6 rating is WAY TOO HIGH! A maximum of 1.0 would be justified.

Ich versuche nun schon seit dem 1.12.2023 4000 € abzuheben - nach mehrmaligen zurückwerfen von meiner Auszahlung von seitens des Casinos habe ich dann auf 1000 € runtergespielt aber seitdem habe ich mehrere Auszahlungsanträge gemacht und diese wurde allesamt vom Casinos storniert bzw. zurückgeworfen (rejected). Nach mehrmaligen Nachfragen per E-Mail kam nicht einmal eine Antwort zurück und im Chat komme ich nur bis zur Nachfrage nach meinem Usernamen und dann kommt die Antwort vom Operator "let me check" und dann kommt trotz mehrmaligen nachfragen meinerseits keine antwort mehr - auch nach einer Stunde warten kommt keine Antwort. Ich bin verifiziert.

Ich kann mich nur dem Benutzer"milad1" anschließen, der meinte dass das Geld nicht ausgezahlt wird und es sich hier um Betrug handelt bzw. um kriminelle Energie. Die Bewertung 4,6 ist VIEL ZU GUT ! Maximal 1,0 wäre gerechtfertigt.

Dear Greyfairytayle,

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

Dear Petronela,

• yes, I have been fully verified.
• no - I never get an answer even though I've asked why at least 10 times
• I don't know anything about a system problem, I can only speak for my account - I've only seen "milad1" in the reviews or discussions and can only confirm what he writes

Liebe Petronela,

• ja ich wurde vollständig verifiziert.
• nein - ich bekomme nie eine Antwort obwohl ich mindestens schon 10 mal nachgefragt habe warum
• Von einem Systemproblem weiß ich nichts, ich kann nur für mein Konto sprechen - ich habe nur bei den Bewertungen bzw. Diskussionen "milad1" gesehen und kann nur bestätigen was er schreibt

Dear Petronela,

• yes, I have been fully verified.
• no - I never get an answer even though I've asked why at least 10 times
• I don't know anything about a system problem, I can only speak for my account - I've only seen "milad1" in the reviews or discussions and can only confirm what he writes

Liebe Petronela,

• ja ich wurde vollständig verifiziert.
• nein - ich bekomme nie eine Antwort obwohl ich mindestens schon 10 mal nachgefragt habe warum
• Von einem Systemproblem weiß ich nichts, ich kann nur für mein Konto sprechen - ich habe nur bei den Bewertungen bzw. Diskussionen "milad1" gesehen und kann nur bestätigen was er schreibt

Thank you very much, Greyfairytayle, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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, Greyfairytayle!

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.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team