Duelbits Casino - Счет игрока был закрыт, а средства конфискованы.

Dear Casino Guru Team,

I am reaching out to request your assistance in resolving an issue I am currently facing with Duelbits casino. My account has been blocked without any explanation, and despite several attempts to contact their support team, I have not received a clear reason for the suspension. Additionally, there were funds in my account, which now appear to have been confiscated.

I have tried to log into my account, but I am unable to access it. Whenever I click the login button, nothing happens, and the support team has not provided any helpful responses or guidance on how to resolve this. I have also sent the required documents for verification, but this has not helped to resolve the situation.

I am deeply concerned about the loss of my funds and the lack of communication from Duelbits. I would greatly appreciate any help or advice you can provide in addressing this matter. It is unfair that my account has been suspended and my funds have seemingly been taken without explanation.

Thank you in advance for your assistance, and I look forward to your response.

Hello lovick,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Duelbits Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

I would recommend to contact their casino e-mail support to explain the situation as live chat has no such competence as their e-mail support.

Looking forward to your answer.

Regards,

Nick

Hi, Nick. I completed identity verification back on October 16. I haven’t used or claimed any bonuses, and I’ve been playing exclusively with my own money. Every time I’m told that I’ve violated some rules, and that’s it. I can’t even log into my account.

Hello lovick and thank you for the information provided so far. As it is still unclear why did the casino block your account, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello lovick,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Duelbits Casino to join the conversation.

Dear Duelbits Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear Michal,

Sent all necessary information to your email.

Regards

Dear Duelbits Casino,

Thank you for your email. I have sent a follow-up with some further questions and am looking forward to your reply.

Dear Lovick,  

Could you kindly verify whether any of your family members or friends hold an account at Duelbits Casino? Additionally, if they do, have you engaged in gameplay from the same location or placed bets on the same games as they have?

Dear lovick,

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.