Duelbits Casino - 플레이어의 계정이 폐쇄되고 출금이 지연됩니다.

I registered with this site on January 12 and have completed all KYC.

On March 15, I suddenly received an "account suspended" message and was unable to place bets on games.

I also made a withdrawal of my balance on March 15, but the funds have not been received to date.

Dear nemtree,

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.

• Do I understand correctly that you can access your account but can't deposit, play, or withdraw winnings?
• 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?
• Did the casino justify its actions in any way?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your reply.

I am currently able to access my account but am unable to play the game.

I am able to deposit and withdraw funds, but when I submit a withdrawal request, the funds are not being withdrawn.

One month after the suspension, it was presented as being due to multiple accounts.

(same household address, IP address, email address, same payment account, or shared computer (e.g. public library or workplace))

It appears that only one person was allowed to register from the account and concluded that the above was violated.

However, I have never registered a duplicate name address IP address or email payment account used for this account.

In addition, another account, which is the source of my affiliate referrals, was subjected to the same action at the same time, and I can assume that they suspected a connection with that account.

The account is used by a relative of mine, and I registered through his affiliate link.

However, the information presented here (same household address, IP address, email address, same payment account) are all different, of course, and I have confirmed before registration that it is allowed to register a referral from a relative if all of the above are different.

There is no use of shared computers at public libraries, workplaces, etc.

Therefore, the reasons for the freeze presented do not apply to me and I do not know what caused the suspension of my account.

We have sent the chat history to your email address.

Thank you in advance for your help in mediating the dispute.

Thank you very much, nemtree, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear nemtree,

I'm Kubo, 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 a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Withdrawals are still pending and funds have not been received.

Please reply to our request.

Please also change the dispute amount to USD 4942, which is the sum of the amount pending application to the casino and the balance in the account.

Dear nemtree,

I wanted to keep you informed about the status of your complaint. It seems the casino has been facing some technical issues that prevented them from accessing the thread. I’ve since contacted their representative through an alternative channel and am now waiting for a reply.

Based on their past cooperation, I’m optimistic that they’ll respond soon with an explanation and work toward resolving the issue.

Thank you for your continued patience and understanding.

Dear nemtree,

I have since received a response from the casino representative, which includes detailed information and supporting evidence related to your case.

Regrettably, the materials provided substantiate several of the casino’s allegations, including the use of fraudulent gameplay strategies and potential involvement in multi-accounting or collusion.

In light of this evidence, I must conclude that your complaint is unjustified and therefore cannot be upheld.

Creating multiple accounts to exploit bonuses is a serious breach of most online casinos’ Terms and Conditions. Such actions compromise the integrity of the gaming environment by providing unfair advantages and undermining the principles of fair play. They also pose significant financial risks to operators, which is why these rules are enforced so strictly.

For future reference, I strongly encourage you to adhere closely to each casino's Terms and Conditions and avoid any practices that could be perceived as manipulative or unfair.

I understand this may not be the outcome you were hoping for, but the evidence is clear and leaves no room for doubt.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo