Duelbits Casino - Player’s criticizing Responsible Gaming practices.

Hi in this casino you do not need any document to withdraw or even the verification of the email so if one decides to self-exclude just open an email deposit and if lucky to withdraw I ask 1000 usd for all my money lost in other casinos if I asked for self-exclusion I could not open new ones account and withdraw without document verification and I would not have done it knowing that then I could not collect any withdrawals

Dear Mondolax,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes Petronela then the situation is this ip I contact several times there chat and by email saying that I have problems related to the game the casino closes your account for 24 hours so you can think again and you must also log out otherwise it remains open then I say that I have others account and it's a very easy thing just any email, even invented, to open accounts, pay and withdraw without any verification

So if a person wants to exclude himself forever it is impossible because he can always play given the absence of controls, a document verification would be enough as everyone does so I would never have made other accounts or better say invented emails because then at the first withdrawal from the documents they saw that it was me and so I would not have lost a lot of money because what I ask at the casino will be 1/10 of what I lost

I see. Could you please advise if you have ever verified any of your existing accounts? Please forward any relevant communication to petronela.k@casino.guru.

No I have never verified any account because this casino does not ask for any verification just an email or rather an invented email because you can deposit and withdraw without even confirming the email

Thank you very much, Mondolax, for the forwarded communication. Please understand that if you do not verify your account, casino has no data to compare it when actively blocking you from creating new accounts or applying self-exclusion properly. I have registered an account myself, and yes, I can confirm that only an email address was needed, no further documents were required. However, a unique ID has been created for me to identify my profile:

Unfortunately, we can't punish the casino for not requesting personal documents or more detailed information before depositing funds.

I have checked the Responsible Gambling section and this is what I found:

"Self-Exclusion Policy

To self-exclude means to stop betting or gambling for a set time. Self-exclusion can be temporary or permanent.

By requesting one of our self-exclusion time periods on offer you agree to the following terms and conditions, which will be effective from the minute you receive a confirmation email of your chosen self-exclusion, this email will be sent to the email address used to register your account only and will display the date of self-exclusion completion.

Requests made via our Chat function will not be actioned. However, a customer support agent will direct you to our customer support email service. At this stage you may be requested to provide a screenshot of your transactions from your account in order to verify ownership of the account.

On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6months and permanent self-exclusions available. There will be no variation of these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24-hrs, your account will be reopened."

I would recommend sending an email including all the relevant information to support@duelbits.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your accounts to be closed (you need to provide all your profile IDs) and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Yes, I have forwarded several emails but despite this I can create new accounts without problems and therefore responsible gaming is not protected in my opinion

I understand in depositing that an email can be enough but not to withdraw otherwise what is the sense of self-exclusion? Then an email is enough and you can withdraw instantly without problems

Dear Mondolax,

Please understand that if you play anonymously (without providing any personal information to casino or without verifying your account) technically it is very difficult for casino to prevent you from creating new accounts. I fully agree that this is not an ideal situation, but unfortunately, we can't help you if you still create a new account using a different email address.

Please let me know if there's anything else that we could try to help you with, otherwise, I will be forced to reject your complaint.

Dear Mondolax,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

So if you can't do anything, close me as well I claim cmc on ams casinos this does not happen because they block everything via ip address

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.