Duelbits Casino - Player's account is limited and withdrawal delayed.

Hello all, decided to try this sportsbook, everything was fine first few days. One day I recieved email where they informed me that im out from their promotions + my account is limited (wierd strategy) anyway I decided to withdraw my funds and here we go 'do kyc". Did it 3 days ago with a success and after that i didnt recieve any response for my multiple questions to them. Customer service only copy pasting nonsense messages. Please help casino guru team 🙂 I feel robbed.

Dear jacozp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please list which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format? Have any additional documents been requested from you by the casino?

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,

Tomas

Provided ID and face scan via some application. Waiting now for 3 days to recieve any info about it and still nothing.

Its been 7 days now 🙂 still nothing from them

Could you please forward the email you received from the casino regarding them limiting your casino account? Send it to my email at tomas@casino.guru

Include any additional relevant communication as well

I'll await your reply.

Message forwarded. Withdrawal still missing.

jacozp,

besides the betting restriction, were you informed by the casino regarding your withdrawal? Is your account on the website still accessible to you?

Have you made purely sports bets while playing on the Duelbits website?

Dear jacozp,

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.