Duelbits Casino - Player’s account has been closed without clear reason.

I started playing on this casino on Dec 3rd, mostly spinning slots, doing bonus buys, with some plinko and dice here and there.

After winning a large amount on sugar rush christmas ($1800), I withdrew a portion of the winnings and was asked to complete KYC.

I completed KYC but was informed hours later that my account was permanently closed due to a breach of TOS. All the documents I provided for KYC were fully valid. If it's not KYC, I don't understand how any of my gameplay could have breached TOS? This is completely ridiculous just to KYC and shut down an account just because I won big on a single bonus buy while quoting a nonsensical violation of TOS without any further explanation. Duelbits refuses to communicate and just informs my account is closed every time I try to talk to them. I still had 1467.28 USDT in the account when my account was closed, and I can no longer withdraw or bet.

Dear kalexsuao,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the casino.

To better understand the situation and assist you effectively, could you please clarify the following points:

• Were you given any opportunity to dispute or appeal the closure of your account?
• Could you confirm if you had any active bonuses or unfinished wagering requirements at the time your account was closed?
• Have you received any additional responses or explanations from the casino since your initial attempts to contact them?

It’s great that you’ve already provided some of the communication with the casino. If there are any other relevant emails or screenshots that might help us better understand the situation, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and work toward a resolution. Without your input and further details, we may not be able to move forward effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

1. No, I was never given any opportunity to dispute. I could no longer login to my account, and any email I sent gets the same generic reply basically saying I violated their TOS but without saying how or why.
2. Out of the 1467 USDT locked in the account, 1000 was from a bonus offered by them. The bonus is a welcome deposit bonus where you deposit a maximum of 1000 and once you wager 10x (10k), you get credited with 100% of the deposit. I completed the wager requirements and the bonus was credited to my account. The remaining 467 is purely my winnings.
3. Nope, no responses besides the generic response mentioned above. I will attach a screenshot as an example.

Dear kalexsuao,

Thank you very much for your reply and for providing further information about your case.

Could you please provide clarification on the following additional points:

• During your gameplay, were there any restrictions in the terms and conditions of the bonus that could have been breached? For example, was there a maximum bet amount, prohibited games for bonus play, or other wagering restrictions that you might have unknowingly violated?
• Did the casino provide any specific evidence or details about how you allegedly violated their terms of service (e.g., a clause reference or example of prohibited activity)?

It’s great that you’ve attached an example of the casino’s response. If you have any further screenshots, emails, or terms and conditions documents that could provide additional context, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.