Duelbits Casino - El jugador aún no ha recibido las ganancias.

I have deposited around 7500 EUR in this casino. I had a large win of 47964 EUR on 22th April, 17 days ago. It has been a long wait now to get any money out. They released 19944 EUR on the 29th April but now I am still waiting for the second withdrawal of 25931 EUR, over 2 weeks after the win. My total remaining balance on the casino is 30113 EUR.

They are now saying the case is with the compliance team even though they released the previous payment happily.

It seems to me they are just stalling the payments to try to make me lose the money.

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Dear mpet,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear mpet,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have not received any communication. It is now 3 weeks since my big win.

Dear mpet, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Have you made any successful withdrawals before?

Yes, I have also already had a successful withdrawal of 19944 EUR after my win.

Could you please confirm that you have passed the KYC verification?

I do not have any outstanding KYC requests.

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

Without.

Did you play casino games or bet on sports?

Casino.

Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I had contact via live chat. They first said they were investigating the win, then they paid out the 19944 EUR. When I requested a further withdrawal without further play they started investigating again. Now they have closed my account so I cannot access the chat anymore.

Dear mpet,

Thank you for your reply and the additional clarification.

Could you please send me or upload any evidence related to the issue, such as:

• screenshots showing the status of your withdrawal requests,
• screenshots of your current casino balance,
• any communication with the casino (emails or chat transcripts),
• or any other relevant evidence regarding the delayed payments or account closure.

You may upload the screenshots directly here in the complaint thread or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla

Thank you, I have sent the requested docs to your email.

I am able to access my account again now, hopefully it was just a glitch that prevented me before. I am still not getting anywhere with the casino, it has been 4 weeks since my win.

Dear mpet,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Duelbits Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Duelbits Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 mpet,

We 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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina

Casino.Guru