Duelbits Casino - 플레이어가 출금에 어려움을 겪고 있습니다.

Hey there, Duelbits do not wanna withdraw me my $500,000 and do not provide me any information why is the delay taked.

20+days gone, no updates. I sucessfuly made KYC and they approved it. I sent my PnL from Rollbit (im in plus for 5kk$, they proof it), tax reports, binance/okex withdrawals for close AML things.

There is bitcointalk topic with same disscusion: topic=5454703.0

Dear xculst, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Veronika

Hey, for sure, you can see on screens, that they withdraw me money before and in same day too. But this last 500k they holding.

Yes, i'm playing without bonuses.

Before we move forward with your case, please advise if you have tried contacting customer support about the issue. If so, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Yes, i contacted them.

The first, they asked to do KYC, and i successfuly made it.

Then they asked some documents for AML, i sent my profit from others casinos, trading platforms and tax reports.

Now they asked show sources of where i get crypto, but there is a lot P2P changes what i do (it's fully legal in my country) so i can't show them proof for all transactions, but for all what they asked - i sent them.

They last answer and my last answer i will pin in next message.

I sent all my chat history with Joao (Duelbits Head of Support) to your email. With numeration, please start reading from 1 screenshot.

About private i was mean only last post, all others we need to put on public, beacuse Duelbits need to think what they do. Thanks.

Dear xculst,

Thank you very much for providing the communication with the casino. We have carefully reviewed the matter and we strongly recommend that you contact the licensing authority directly to address the issues related to AML procedures, including tax checks and transaction reports. Our role as a mediator does not grant us the authority to handle such cases effectively.

Duelbits Casino operates under the jurisdiction of Gaming Curacao, and you can reach out to them via email at complaints@gaming-curacao.com or info@gaming-curacao.com. The licensing authority possesses the necessary tools and resources to assist players in a more comprehensive manner. We apologize for any limitations in our ability to assist you further in this particular situation.

Please inform me if you have plans to contact the licensing authority. Thank you.

hello, yes, i would like to contact them

Thank you for letting me know. Now that you are contacting the licensing authority, we will not intervene in their resolution process. The casino has to provide all relevant evidence directly to the gaming authority. Consequently, for now we have no choice but to close this case until their investigation is completed. If you learn anything know about your case, please send me an email to veronika.l@casino.guru. I wish I could be of more help.

Best regards

Veronika

We’ve reopened this complaint at the request of xculst. The player informed us via email:

After 30+ days and a lot of documents from my side provided they do withdraw. So problem is solved. But it's was very hard to do and they didn't made any tip to my side for this month.

Dear xculst, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru