Duelbits Casino - Player’s account has been closed and funds have been confiscated.

I made an account and started playing on Duelbits on 7/23/2024. Since then, I have made a total of $17,000 in deposits and $12,000 in withdrawals. On 7/31/2024, I suddenly could not play any games, and I got the error message "account is suspended" any time I tried to place any bets. I then contacted live support and was told I had to complete KYC, to which I promptly completed. The next day, on 8/1/2024, I was informed my account has been permanently closed, and my balance of $18,000 has been completely zeroed.

This is completely unacceptable as not only did Duelbits close my account for no reason but also refuse to give me back $15,000 of my own money. At this point I don't even care about my winnings. I just want my $15,000 in deposits back and go back to before I started playing on Duelbits. I wish I had never played on this site.

Dear johndaw66666,

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 specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

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

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

I played mostly blackjack and their originals games which include plinko, mines, and dice. I did place a few sports bets but very few.

The winnings were a combination of blackjack, rakebacks and their leaderboards. I did participate in a deposit bonus but that was on the first or second day and was only for $100 I think.

Thank you very much, johndaw66666, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you johndaw66666 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Duelbits Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Thank you for reaching out to us regarding the closure of the customer's account and the confiscation of funds. We fully understand the importance of transparency and wish to provide a detailed explanation of the actions taken.

Justification for Account Closure and Fund Confiscation:

1. Violation of Terms of Service (ToS):

  The customer in question was found to be in violation of our Terms of Service, specifically in relation to fair play and the integrity of our platform. During a routine audit of gameplay data, it was discovered that the customer engaged in activities designed to exploit our leaderboard system. This exploitation resulted in leaderboard revenues that were significantly disproportionate to their actual gameplay losses, indicating a clear attempt to manipulate the system for unfair gain.

2. Fairness and Integrity:

  At Duelbits, we are committed to maintaining a fair and secure environment for all our users. Our ToS clearly states that we reserve the right to suspend or terminate accounts found to be engaging in fraudulent or unfair activities. The specific sections of our ToS that were violated include:

  - Clause A: Engaging in fraudulent or collusive activities.

  - Clause B: Using the platform in an unfair manner or exploiting the system to gain an undue advantage.

  The customer's actions undermined the fairness of the gaming experience for other players and compromised the integrity of our platform. This is a serious violation that we cannot overlook.

3. Confiscation of Funds:

In accordance with our ToS, when a violation of this nature is identified, the customer’s winnings are subject to forfeiture. However, we have ensured that the customer’s initial deposit, minus any prior withdrawals, has been returned to them. The customer was informed of this decision, and the remaining balance was credited back to their account for withdrawal.

Conclusion:

The decision to close the account and confiscate the funds was not made lightly. It was based on clear evidence of ToS violations that impacted the fairness and integrity of our platform. We believe that these actions are necessary to protect the interests of all our players and to maintain a trustworthy gaming environment.

We hope this explanation provides clarity on the matter. If you require any further details or have additional questions, please do not hesitate to contact us.

Best regards,  

Thank you for the update Duelbits Casino representative, would it be possible to provide me with the clear evidence of ToS violations? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Apologies for the delayed response.

We wanted to confirm that the customer has been informed of the final resolution and has accepted it. As previously mentioned, the funds he deposited were credited back to his account.

Let me know if you need any further details.

Thank you for the clarification Duelbits Casino representative.

Dear johndaw66666, can you confirm you have agreed to the casino's resolution and do not require any additional assistance from us?

Thank you in advance!

Dear johndaw66666,

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.

Hi,

I can confirm I have received my original deposits of $15,000 from Duelbits. However, my account's balance was $18,000 when Duelbits closed my account. Thus, I have not received $3,000 in winnings, nor is Duelbits planning to honor this winnings I believe.

Thank you for the response johndaw66666, as mentioned by the casino earlier in the thread they provided explanation for the confiscation of the funds. As you confirmed the receipt of your deposits I consider this case to be resolved. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter