Duospin Casino - Player’s account is closed, and winnings are confiscated.

Good evening,

I would like to file a complaint regarding the closure of my account on Duospin.com and the confiscation of my real balance of approximately €1,500.

I'd like to point out right away that I accept the closure of my account without hesitation, but I totally contest the confiscation of my real balance, which I believe to be unjustified.

The casino informed me that the closure was due to alleged violations of points 9.1 and 9.3 of the Terms and Conditions, but the reason given is extremely general and contains no concrete evidence or reference to specific plays, behaviors, or activities I allegedly engaged in.

Their response does not state:

– what "incorrect" strategy I would have used;

– which bets or gambling patterns would be considered "minimal risk";

– what technical logs would demonstrate system abuse;

– on what date or session the alleged infringement occurred.

I've asked the casino for more details and technical support, but so far I've only received standard, non-specific responses.

I therefore believe that the confiscation of the balance is not justified, as it is based on vague reasons and is not supported by evidence.

I kindly ask CasinoGuru to look into this matter and request the casino to:

concrete evidence of the alleged violations; detailed logs of the disputed games; the legal basis for the seizure of the real balance; an impartial review of the decision. I am available to provide screenshots, emails, and any information useful for evaluating the case.

Thanks for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duospin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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?
• Could you please describe your gameplay in the casino in your own words?
• Is your player's account verified?

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

Hi Tommaso,

Thank you for your support and for filing a complaint.

I answer your questions:

*1. How long have I been a player and when was my account banned?*

I've been a customer of http://Duospin.com for a few months. My account was blocked a few weeks ago, without warning.

*2. How did I find out about the block*

I learned about this via an email from Duospin informing me that my account had been blocked and that it was being checked.

*3. What games did I play to build up my balance*

I have played both live casino games and sports betting.

*4. Did I reach my balance thanks to a bonus?*

No, I didn't reach my current balance through bonuses. My balance is the result of personal deposits and gambling winnings.

*5. Game Experience Description*

I use Duospin for personal entertainment. I play normally, without using prohibited strategies, without opening multiple accounts, and without using VPNs or other methods to circumvent the rules. Stakes vary depending on the game.

*6. Is the account verified?*

No, the account hasn't yet required KYC verification. The block occurred before I was asked to verify my documents.

I remain available to complete the KYC verification immediately and provide any documents necessary to unlock the account and funds.

Thank you and I look forward to hearing from you.

Best regards,

Dario *****

Dear Borrelida52,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Borrelida52,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

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

Dear Duospin 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 and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear all,

We kindly inform you that we are in contact with our relevant team regarding the matter and we will have updates for you at the nearest time possible.

Thank you for your patience and understanding.

Best regards,

Duospin Team

Dear Duospin Team,

We look forward to your response and any information and evidence you can provide regarding this matter.

Dear all,

Thank you for your patience.

Dear Borrelida52,

After information that we had from our relevant team, it will be needed to verify your account. The relevant team has sent to you an e-mail regarding the documents needed for the verification. Please, kindly check your inbox and provide these documents by responding to the e-mail.

After account is verified successfully, you will be able to receive your funds.

Thank you for your cooperation.

Best regards,

Duospin Team