Duelbits Casino - La cuenta del jugador está cerrada sin explicación.

I am asking Casino Guru for help because Duelbits has stopped responding to me and has provided no clear explanation.

I deposited 1000 USDT on Duelbits and won a small amount. Immediately after that, they requested 5 lvls of verification, which seemed highly unusual. From that moment, my account was effectively frozen - I could not play, withdraw, or access my funds.

I submitted all requested documents and completed the verification. After three days of silence, I received an email stating that my account was blocked without any explanation, and that all my winnings were confiscated.

My Duelbits username is al3xi.

This situation is completely unfair. I fully cooperated and followed all instructions, yet I was punished without any stated reason.

I am requesting:

A clear explanation for the account ban

The return of my confiscated winnings

Thank you for your assistance.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I started playing there around the beginning of December this year, and I received a letter saying my account was blocked for violating some rules (which they didn't explain to me specifically). I didn't take any bonuses. I only played with my own money.

Thanks for your reply.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Please let me know.

I placed one sports bet and also played slots a bit.

Dear al3xi,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you al3xi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Duelbits Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Hello Peter,

Thank you for reaching out. We have shared the reasoning behind the account closure with you via email, along with additional context related to this case.

Due to regulatory and AML obligations, certain details cannot be disclosed publicly; however, we remain available to cooperate further with Casino Guru through private channels if needed.

Kind regards,

Thank you for the update Duelbits Casino representative. Would it be possible to provide me with the details of the player’s failure to pass the verification check? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

We have now sent you the requested details. Please let us know if anything else is needed from our side.

Best regards,

Thank you for the information Duelbits Casino representative. I have responded to your email right away, but I have still not gotten a response. Please check your inbox and let me know if I should resend the message. Thank you!

Dear al3xi, I will keep you updated about any new developments. Thank you for your patience during this time!

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 al3xi, I have unfortunately not received any new correspondence from the casino representatives and, as such, am forced to close the complaint as unresolved. 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Duelbits Casino. We received the following message:

Dear Peter,

We are surprised to see this complaint marked as unresolved, as the matter had already been addressed from our side.

Following a further internal review, the player’s available balance was approved for withdrawal, and the user was informed accordingly on the 6th of February . The player is able to log in and submit a withdrawal request of the remaining funds, after which the account will be permanently closed in line with our internal decision.

At the time of our last check, the resolution was pending confirmation on Casino Guru’s side rather than awaiting any action from us.

We kindly ask that you review the case status accordingly. Should you require any additional clarification, we remain available to assist.

Best regards,

Dear Duelbits Casino representative, I have sent you both an email and Teams communication to which I have not received a response to this day, that is why the complaint has been closed as unresolved.

Dear al3xi, the casino has stated that you should be able to withdraw your balance from your account. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear al3xi,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru