Duelbits Casino - Player's deposit not credited.

Hello Casino Guru,

I am reaching out to you seeking assistance with a problem I encountered while attempting to deposit funds into my gaming account at Duelbits Casino.

On March 10th, I transferred a deposit of $1299 to the TRX address provided by Duelbits. However, despite more than three weeks passing, the funds have not been credited to my gaming account. I have repeatedly contacted Duelbits' support team but have received no response or explanation regarding this matter.

This situation is incredibly frustrating, as it prevents me from enjoying the gaming experience and raises serious concerns about the safety of my funds.

Please assist me in resolving this issue or provide guidance on how to proceed in this situation. I would greatly appreciate any support or advice you can offer.

Dear kerrigansc2,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

• Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account?
• Was it your first deposit in this casino?
• Could you please forward a full Transaction hash and the name of the Network?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, kerrigansc2, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 kerrigansc2,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Duelbits Casino representative to join this conversation and participate in resolving this complaint.

Dear Duelbits Casino,

Could you please state why the player's deposit got lost?

Thank you in advance for providing the information.

Good afternoon,

Upon reviewing the case, it appears that USDT was sent to a TRX address, despite the warning provided on our cashier modal explicitly stating that the address only accepts TRX deposits. Sending funds using the wrong network may result in the loss of funds.

We understand the frustration and concern regarding the safety of the funds. However, our customers must take responsibility for their actions and adhere to the information provided. We make every effort to communicate this clearly to our users to avoid such situations.

Due to the nature of blockchain transactions, recovering those funds is a time-consuming task and we will do our best to refund the account once the funds are recovered by the technical team.

Moving forward, we recommend double-checking the deposit instructions and ensuring that the correct network is being used to avoid any potential losses.

We would also like to point out that there was only one contact from this user via chat on March 19th where he was informed that using the incorrect network will result in a loss of funds as per the warning on the cashier modal.

Best regards,

Dear Duelbits Casino,

Thank you for your response and the information provided.

Could you state if the USDT was sent from the TRX-20 or ERC-20 address?

I'll be awaiting your reply.

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.

Hello Stefan,

Apologies for the delay.

The user deposited $1,299 USDT via the TRC-20 network instead of the ERC-20/BEP-20 protocol. Here is the transaction link: https://tronscan.org/#/transaction/748f8455ff387574ff7398b434cfef4567eb7311bb3481f599074e5a8f9d40f4

Please check below the cashier modal with the options at Duelbits for a USDT deposit:

Dear team of Casino Guru and Duelbits, thank you for helping me resolve my issue and refunding my money. The matter can be considered resolved.

Dear kerrigansc2,

I'm glad to hear that your issue has been resolved successfully. 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,

Stefan

Casino.Guru