Duelbits Casino - La cuenta del jugador ha sido cerrada sin un motivo claro.

I started playing on this casino on Dec 3rd, mostly spinning slots, doing bonus buys, with some plinko and dice here and there.

After winning a large amount on sugar rush christmas ($1800), I withdrew a portion of the winnings and was asked to complete KYC.

I completed KYC but was informed hours later that my account was permanently closed due to a breach of TOS. All the documents I provided for KYC were fully valid. If it's not KYC, I don't understand how any of my gameplay could have breached TOS? This is completely ridiculous just to KYC and shut down an account just because I won big on a single bonus buy while quoting a nonsensical violation of TOS without any further explanation. Duelbits refuses to communicate and just informs my account is closed every time I try to talk to them. I still had 1467.28 USDT in the account when my account was closed, and I can no longer withdraw or bet.

Dear kalexsuao,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the casino.

To better understand the situation and assist you effectively, could you please clarify the following points:

• Were you given any opportunity to dispute or appeal the closure of your account?
• Could you confirm if you had any active bonuses or unfinished wagering requirements at the time your account was closed?
• Have you received any additional responses or explanations from the casino since your initial attempts to contact them?

It’s great that you’ve already provided some of the communication with the casino. If there are any other relevant emails or screenshots that might help us better understand the situation, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and work toward a resolution. Without your input and further details, we may not be able to move forward effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

1. No, I was never given any opportunity to dispute. I could no longer login to my account, and any email I sent gets the same generic reply basically saying I violated their TOS but without saying how or why.
2. Out of the 1467 USDT locked in the account, 1000 was from a bonus offered by them. The bonus is a welcome deposit bonus where you deposit a maximum of 1000 and once you wager 10x (10k), you get credited with 100% of the deposit. I completed the wager requirements and the bonus was credited to my account. The remaining 467 is purely my winnings.
3. Nope, no responses besides the generic response mentioned above. I will attach a screenshot as an example.

Dear kalexsuao,

Thank you very much for your reply and for providing further information about your case.

Could you please provide clarification on the following additional points:

• During your gameplay, were there any restrictions in the terms and conditions of the bonus that could have been breached? For example, was there a maximum bet amount, prohibited games for bonus play, or other wagering restrictions that you might have unknowingly violated?
• Did the casino provide any specific evidence or details about how you allegedly violated their terms of service (e.g., a clause reference or example of prohibited activity)?

It’s great that you’ve attached an example of the casino’s response. If you have any further screenshots, emails, or terms and conditions documents that could provide additional context, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

1. There were no restrictions as far as I am aware of. 95%+ of my play was slots, and I believe only slots counted towards the wager requirement bonus. However, even if there was a hidden clause I was unaware of, this is not grounds to terminate my account. The most they should have done is taken away the bonus which was only $1,000 in value. The other funds were purely my winnings and had nothing to do with the bonus.
2. No, as I have stated numerous times before, Duelbits refuses to respond to any inquiries and copies and pastes the same response about "a violation of TOS" without elaborating further every time I try to get them to provide more details on my case.

Thank you very much, kalexsuao, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you kalexsuao 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 was the player's account blocked and what can we do to help resolve this issue.

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.

Dear CasinoGuru Team,

Thank you for reaching out. All relevant information and a detailed summary of this case have been sent to our email for further review (Petronela and Peter).

If there is anything further I can assist you with, please don’t hesitate to let me know.

Best regards,

Thank you for the update Duelbits Casino, I have responded to your email and I await your response! Thank you in advance!

Dear Peter,

I have once again responded to your mail. Please accept my apologies for the delay.

Please let me know if there is anything I can assist or provide.

Kind regards

Thank you for the clarification Duelbits Casino representative, I have responded to your email and I await your response!

Dear Peter,

I have replied back. Please let me know if further information is necessary. In the meantime we advise kalexsuao to complete the KYC verification. We have now sent a reminder via email.

Thanks

Thank you for the explanation Duelbits Casino representative.

kalexsuao, the casino has provided me with a report of your failure to pass level 5 of the verification which includes the submission of a Source of Funds declaration. When it comes to verification we are unable to assist and the only way to proceed is to provide the casino with requested documents. Once you do this we will be able to proceed in the resolution of the case. Thank you in advance for your cooperation!

Dear kalexsuao,

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.

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

Apologies for not following up on this. I actually successfully completed KYC level 5 and the account was unlocked as a result. However, further problems started to arise even though Duelbits already did an investigation and concluded the account was in good standing.

Subsequently, I started playing on the account again and lost over 10k. Due to this, I was given the status of VIP and exclusive access to VIP tournaments which I started playing on.

After some good luck and also prizes from these VIP tournaments which are slots only, I was in good profit on the account by about 20k. Then, on one VIP tournament in which I was leading in first place by a large margin with a prize of $7500, I received an email saying I had been excluded from VIP tournaments because I was winning too much from their promotions. This is hours before the tournament ended and after I spent thousands securing my first place which I wouldn't have done had there not been a tournament in the first place. I was informed, however, that everything else was normal and that the only thing would be me losing my VIP status and as a result access to VIP tournaments.

However, this wasn't the case as I could no longer access the tournament page and lost my access to all tournaments, not just VIP ones. A week or so later, I received an email saying I had been excluded from all tournaments. Note that I had not played on the account since I had been stripped of my VIP status. 

I completely stopped playing at this point and made a thread on bitcointalk as you can see here: https://bitcointalk.org/index.php?topic=5534598.0. Then, 1-2 weeks later, despite having done nothing further at all, I found that I could no longer login and received an email saying my account had been permanently closed due to a violation of ToS. Their excuse this time is multiaccounting, which is the same excuse they used in the first case to ban me, which they have already admitted they were wrong when I successfully completed KYC level5 and they unlocked the account. They are using the same excuse again and refuse to provide any further explanation. It is clear these increasing sanctions were only taken against my account because I started winning. When I was down over 10k I was granted VIP and a bonus, and everything on the account was normal. Note that this ban also happened right before the monthly bonus dropped on Duelbits which would be over $1,000 for me. 

The total amount scammed by Duelbits includes the $7,500 from the VIP tournament + $1,000 from the monthly, for $8,500 total. Duelbit's actions are completely unethical, and there is overwhelming evidence here that these things only happened because I won on the casino; they would make any excuse possible and hide behind their ToS to target winning players. 

Dear Peter,

I have sent you an email regarding this complaint, including evidence from our side to support and justify our decision.

Please let us know if there is anything further we can provide or clarify.

Thank you for providing me with the evidence Duelbits Casino representative.

kalexsuao, Following a thorough review, we have received evidence from the casino indicating the operation of multiple player accounts. We would like to take this opportunity to remind you that, in accordance with established industry standards and the terms and conditions of most licensed operators, each individual is permitted to maintain only a single account, registered in their own name and using their own funds.

The activity identified in this case represents a clear and direct breach of this policy. As such, and in line with our responsibilities to uphold fairness and regulatory compliance, we regret to inform you that we are unable to pursue this complaint further. Accordingly, your complaint is now considered rejected.

We strongly advise against engaging in such practices, as it can lead to similar situations in the future.

Thank you for your understanding.

Kind regards,

Peter