Duelbits Casino - Счет игрока закрыт, а выигрыш удержан.

Background:

• I deposited over 20 USDT into my Duelbits account.
• I played the MINES game and won the maximum payout of 1M.
• Shortly after, my account was terminated, and my winnings were withheld.

Duelbits' Allegations:

• Duelbits accused me of cheating but has not provided any concrete evidence to support this claim.
• They have also suspended the MINES game on their website, which suggests there may be issues on their end rather than any wrongdoing on my part.

My Defense:

• I did not use any computer programs or unfair methods to win.
• The game seeds for MINES have never been changed, which means the outcome could not have been known in advance by anyone, including myself.
• It is unfair to assume that winning is automatically considered cheating while losing is deemed normal.

Request:

• I request that Duelbits provide actual evidence to substantiate their claim of cheating.
• If they cannot provide such evidence, I request the restoration of my account and the release of my winnings.

Supporting Documents:

• I have attached screenshots of my game activity and the email correspondence with Duelbits support.

Identity Verification:

• I submitted the KYC documents as requested. Additionally, I am willing to provide identification documents issued by the Macao government to verify my identity, employment, and source of funds.

Dear sakam1,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Could you kindly forward me the email you received from the casino after your winnings were withheld and your account terminated? My email address is veronika.l@casino.guru.

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

email sent please check

Dear sakam1,

Thank you for your email.

Now that you have contacted 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 new about your case, please send me an email at veronika.l@casino.guru. I wish I could be of more help.

Best regards

Veronika

Dear sakam1,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

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.