Duelbits Casino - Player believes that their withdrawal has been delayed.

I have $2100 USD stuck in my duelbits account processing withdrawal. After 2 days, I was asked to provide KYC. I provided KYC and told it would be between 12-48 hours to receive withdrawal.

It's been 72 hours now Duelbits live support is stating that I just need to be patient with no ETA on my withdrawal. It's been one week now since I tried to withdraw my balance.

Username: Kahleesi

Dear Kahleesi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kahleesi,

Have you received your withdrawal from the casino yet?

No, It's been a little over a week since I've submitted KYC and two weeks from withdrawal, I still have no update from DuelBits. I have contact livechat multiple times and have been told this.

Thanks Kristina for taking this case.

Thank you for your reply, Kahleesi. Have you made any successful withdrawals before? Have you at least received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

Hey Kristina, I applied for no bonus. I was allowed a withdrawal of USD 170 previously, 12 hours prior. As far as I'm aware Duelbits, only offers a small rakeback that can be withdrawn immediately.

I have been told thankyou for providing KYC and our compliance team will get back to you shortly for the last few weeks, multiple times in live chat. However I have not been contacted about the situation once, only responded to by live chat that they will contact me when they have more information.

Additionally, despite providing my in game username and withdrawal details in a review on trustpilot, Duelbits has reported my review to be fake, so I've uploaded information privately regarding the account name and transaction amounts to verify my review.

Thanks again for providing a platform for players to outlay casino activity, and provide insight for potential customers of these sites.

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kahleesi,

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.