Duelbits Casino - Player’s struggling to complete account verification.

Hi,

This complaint is related to the review I have also recently submitted for this casino.

More than a month ago I created an account on this casino and started playing as a high roller. After around 3 weeks, these were

the statistics of my account:

Deposits: 500k

Rewards (Rakeback, daily, weekly): 1m

Wager: 90m

Profit: ~7m

As I was playing, they asked me to perform KYC. I did so through a 3rd party link that they had provided. The KYC was successful but they said their compliance team will

also review the documents. Every day, when I asked for an update, they would provide the same generic response of "No ETA, no update yet, etc.". It has now

been 2 weeks and there has been no update. 

At some point I had also posted a review on trustpilot, and they replied to my review saying again the same thing.

I never broke any rules, never played from restricted countries, never created multiple accounts and never broke any rule mentioned in TOS. 

I have also made a forum post on bitcointalk, where I posted screenshots and replays of my biggest wins: 

https://bitcointalk.org/index.php?topic=5441092.msg61811905#msg61811905

Unfortunately the attack document button on this form is not working for me.

Thanks for looking into this,

Kind regards,

Tarik

Dear fishermanTV,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if the disputed amount is correct?

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

Hi Petronela,

Thanks for the quick response. I understand that it might take a few working days, but it has been 2 weeks without any update (And refusal to give any information).

I confirm that disputed amount is correct. Please find below the conversation with support team and a screenshot showing my account. Even though I am able to login to my account, it is restricted (I can't play, withdraw or do anything).

Thanks

I do apologize but if the disputed amount is correct is the currency right as well? What this amount represents, please?

Hi,

Yes the disputed amount and the currency is correct.

The account currently has 5.5M USD.

I understand now. Thank you very much. Could you please advise if your winnings were accumulated with or without an active bonus and what games you played (live casino games, slots, or sports betting)? Looking forward to hearing from you.

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

Hello fishermanTV,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Duelbits Casino to join the conversation and participate in the resolution of this complaint.

Dear Duelbits Casino,

Can you please provide an update on the status of the player's verification? Is there anything else required from the player?

Kind regards,

Adam

Duelbits has an active investigation ongoing with this case and although a lot of progress has been made, one has to understand that this is a lengthy process where multiple operators and compliance partners of Duelbits had to be involved.

Duelbits has communicated with several operators, including stake.com and based on the information obtained from the blockchain and through the addresses this user deposited and withdrew from, there's direct exposure of bug abuse from different operators, however an independent investigation is still being conducted.

Duelbits would like it on the record that the user has already been paid out a seven figure sum prior to the commencement of the investigation.

The investigation should be coming to a conclusion shortly where either the outcome will be communicated to the user privately due to the sensitive nature of the information or the case reported to the authorities if necessary.

There is also significant reason to believe that this user breached several terms in our Terms of Service and AML and KYC Policy.

Please see https://duelbits.com/tos and https://duelbits.com/aml for further reference.

Dear Duelbits Casino,

Thank you for your response and explanation. We will allow more time for the investigation to be concluded.

In the meantime, are you able to also clarify which terms/policies the player is believed to have breached? If you would prefer to contact me confidentially, my e-mail address is adam.m@casino.guru.

Kind regards,

Adam

Dear fishermanTV,

As we are awaiting still the outcome of this investigation, I will extend the timer for 14 days.

Please keep us updated on any developments in the meantime.

Kind regards,

Adam

Dear fishermanTV,

Could I ask if there have been any developments? Please provide us with an update on the situation.

Kind regards,

Adam

Hi again Adam,

No there was no development, and I am not expecting anything as it's been months. They will try and find any excuse they can and there's nothing I can do - even contacting curaçao gaming board does not seem to help. So I have learned my lesson to only play in trusted and regulated casinos, and have moved on.

Thanks for trying to help

Hello  fishermanTV,

Thank you for your response, I am sorry to hear that there is still no further progress.

Can I please ask you to clarify if you wish us to proceed or if you wish to cease pursuing this case?

Kind regards,

Adam

Dear fishermanTV,

Please respond and clarify if you no longer wish to pursue the matter. If we do not hear from you within the specified timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear fishermanTV,

We have since received evidence from the casino that is sufficient to show that your account has been used for fraudulent activity. Consequently, the casino has acted in accordance with its terms and conditions in blocking your account and this complaint will now be rejected.

Kind regards,

Adam