Duelbits Casino - Player's winnings confiscated and account blocked.

Hey there, Casino Guru Support Team,

I hope you're doing well. I'm reaching out because I've encountered a problem on the Duelbits website, and I could really use your help to sort it out.

Here's the deal: I recently won some money on their platform, which was fantastic. But when I tried to withdraw my winnings, things took a turn for the worse. They suddenly asked me to verify my identity, which I did without any issues.

However, after I completed the verification process, they accused me of using promo codes that don't even exist! As a result, they confiscated my winnings, claiming that I violated their rules.

I've been trying to get some clarity on what exactly I did wrong, but it's been like hitting a brick wall. To make matters worse, they went ahead and blocked my account altogether.

I'm feeling pretty frustrated and honestly a bit cheated. I believe I've been treated unfairly, and I'm hoping you guys can help me out here. Any assistance you can offer in getting back what's rightfully mine would be hugely appreciated.

Thanks a bunch for listening.

Dear Denika,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duelbits Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting in sport)
• Do I understand correctly you activated bonuses on the website? Do you remember which bonuses you activated and where these promotions originated?
• Do you have the part of the conversation saved where you are informed about this specific accusation? Share the screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, Tomas. I've been playing on Duelbits casino quite recently, I can't say exactly when my account got blocked, but on April 10th, I couldn't log in anymore. I only placed bets on sports and didn't participate in any bonuses or promotions. I exclusively used my own money. However, for some reason, I've been accused of using some promo codes. I'll be able to provide you with screenshots of my communication with Duelbits support as soon as I can access my account.

Thank you for your reply, Denika. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if your only focus was on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear Tomas,

Anyway, thank you for trying to help me. If it's not too much trouble for you, could you suggest a resource where I can discuss my issue?

Thank you.

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.