Duelbits Casino - Player's account has been blocked and winnings confiscated.

Hi.

I started playing at Duelbits Casino on March 7, 2024. I played exclusively live blackjack. Repeatedly lost and made new deposits and won and withdrew frequently. Totaled 22 deposits and 25 withdrawals. In the last few playing days I got lucky and had 7127.75USD in Tron cryptocurrency left in my casino account. I put 4500USD on withdrawal and at that moment the withdrawal was frozen. After an excruciatingly difficult online chat with support, I was informed that I had allegedly violated the TOS and my account was blocked and I lost access to my funds.

I would like to ask for help in resolving this dispute as I consider the casino's actions to be illegal and unethical.

Thanks in advance.

Hello Matapalo,

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 since when is your account fully verified? 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?

Looking forward to your answer.

Regards,

Nick

Hi Nick, thanks for opening the case.

I was verified right at the day of creating an account at Duelbits. That was me who insisted to be verified through online chat with support. They told me that it is not necessary to be verified but I responded that I would prefer to pass verification before any possible withdrawals. So they gave me a link to the verification portal and I passed verification almost immediately before even making first deposit.

I accumulated funds at my account by deposits from my Binance account plus I collected 3,130.99USD in bonuses during about 3 months of my play. This amount you can see on one of the screenshots I attached. By the way I also opted to participate in some tournament there and I was standing at pretty high place and expected to win nice amount. But now I have no access to their tournament page - probably they restricted my access there.

My last contact with Duelbits was on May 30. I put 4500USD as my last withdrawal on May 29 and on the next day when I discovered that the withdrawal is still incomplete I asked their support through online chat. Their responce was:

We would like to inform you that management has decided to suspend your account immediately due to suspicion of fraudulent activity on Duelbits.com, more specifically for card counting. The account is currently under review, and we will return to you with our findings and decision.

The possible consequences of fraudulent activity are the retention of your withdrawals and any funds you have obtained illegally through this method. You can find more information by accessing our TOS and KYC/AML sections

Regards,

Duelbits Support.

I sent them email kindly asking to reconsider their actions suggesting some error. The same text they sent me by email. And they replied the following:

Thank you for contacting Duelbits. We regret to inform you that your account has been permanently closed due to a violation of our Terms of Service (ToS). Our investigation revealed that your account was involved in activities that contravene our ToS, compromising the integrity of our platform. TOS: We reserve the right to close or suspend your account under the following circumstances:

 If we determine that you have used the Website in a fraudulent, collusive, illegal, unlawful, or improper manner.

If we find that you have engaged in unfair practices, deliberate cheating, or taken advantage of the Website or any of its Users, or if your Account is being utilized for the benefit of a third party.

 Should we close or suspend your account due to a breach of our Terms of Service, you shall, to the extent permissible by applicable laws, be held liable for any and all claims, direct losses, liabilities, damages, costs, and expenses incurred or suffered by us. Furthermore, we reserve the right to close your account at any time at our sole discretion and freeze all remaining funds in the Account.

 Kind regards

Duelbits Team

You can also see these emails in one of the screenshots I attached.

Best regards,

Matapalo

Update. Today, June 3 I reloaded the page and now I cannot login back. So the casino blocked my account.

Thank you Matapalo for all the information provided. As the casino did not provide an explanation regarding the account closure, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Matapalo,

My name is Kubo and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Duelbits Casino’s representatives to join this discussion in order to resolve this issue.

Dear Duelbits Casino,

Could you kindly furnish more details regarding the grounds for the player's account suspension and the forfeiture of his balance? Additionally, could you please provide any available evidence to substantiate your suspicions of a violation of the Terms of Service? You can forward the information to my email address at jakub.m@casino.guru.

Best Regards,

Kubo

Kubo, nice to meet you. No updates from my side. Just tried to login again (with 2FA) - no success.

I sincerely hope for cooperation from their side.

Matapalo.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matapalo,

Unfortunately, I must inform you that after reviewing the evidence provided by the casino representative in a communication outside of this thread, I must side with the casino and support their decision to block your account and confiscate your winnings. According to a fraudulent activity report from the game provider, your gameplay shows clear signs of using software to gain an unfair advantage over the casino. I am afraid I cannot share any more details, but please understand that the evidence is strong and conclusive.

Moving forward, I strongly advise you to consider your future gameplay and ensure that it is conducted fairly and within the rules set by the casino. It's important to avoid any activities that could be perceived as gaining an unfair advantage, as this can lead to account closures and forfeiture of winnings. Playing responsibly and adhering to the casino's terms and conditions will help maintain a positive gaming experience for everyone involved.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best Regards,

Kubo