Duelbits Casino - Player's withdrawal is delayed due to ID verification issues.

Hello Casino Guru team, 

I am reaching out to file a complaint because the casino "DuelBits" is not allowing me to withdraw my money. Initially, they requested KYC, so I submitted the required documents (a photo of my ID) and performed the identity verification process, but the casino rejected it, claiming my ID was fake. Of course, my ID is entirely authentic and valid in my country. I am more than willing to provide any additional documentation to resolve this issue. My intention is to cooperate fully to find a solution.

I have repeatedly contacted the casino’s support team, but they haven’t been very helpful. They told me that the compliance team was reviewing my case and would contact me once a decision was made. However, I have never received any such communication, and it has now been a week since my first contact with support. On other occasions, they have advised me to try the verification process again, but the verification tab does not enable any button for me to retry the process (I have attached a screenshot of this).

Thank you in advance for your help, and I hope we can resolve this issue as soon as possible. I am at your disposal. Regards.

Dear Flareman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Do you encounter the same issue in the Level 2 verification section?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear Dominika,

Thank you very much for your prompt response.

Yes, I have made a successful withdrawal before (on November 2, 2024). I then deposited money again, attempting to complete a promotion the casino was offering, but the bonus was rejected. Currently, my balance is $56 USD lower than the originally deposited amount; in other words, I have played in the casino and lost money—I have no winnings.

I want to make it clear that my complaint is not about the bonus that was NOT granted, but about not being able to withdraw my money.

The verification tab also does not allow me to complete level 2 verification; there is no enabled button for this purpose.

I am attaching files here containing my conversation with the casino support team.

Best regards, Flareman.

Dear Flareman, thank you for the information provided,

Could you please share the documents the casino rejected? My email address is dominika.l@casino.guru.

Have you been informed by the casino whether resubmission of the documents is possible?

Dear Dominika,  

I have sent the email with the requested documentation (subject: Flareman Documentation) to your address. Additionally, in response to your question, the casino informed me that the compliance team was reviewing my documents (this was on November 5th, and I have not received a response since, meaning 15 days have passed), which is strange because my verification already shows as rejected.  

As I mentioned earlier, there is no button enabled in the verification tab to retry the process. The casino's support team advises me to go to the verification tab and complete it, which leads us into an endless loop without a solution.  

Regards,

Flareman.

Thank you very much, Flareman, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Flareman, 

I’ve reviewed your case and I’m sorry to hear that you’re having difficulty with the verification process. I will reach out to the casino to see what can be done once they respond.

Dear Duelbits Casino,

I would like to invite you to join this conversation and assist in resolving the player’s complaint. Could you please provide more information regarding this case? Specifically, could you clarify why the submitted document was rejected? If you have any supporting evidence, feel free to send it to my email at natalia.b@casino.guru.

I look forward to hearing from you soon.

Kind regards, 

Natalia

Dear Flareman, I was informed by the casino representative that you were asked to provide the source of funds document via email, but they haven't received anything from you. Could you please elaborate?

I also wonder if it would be possible for you to take a selfie with the ID card you provided for verification and send it to my email (natalia.b@casino.guru)? Your help would be very much appreciated.

Dear Natalia,

I have sent an email to your address containing my last three pay stubs, along with several photographs of me holding my ID, showing both the front and back.

I would also like to clarify that the casino never requested proof of the origin of my funds. Had they done so, I would have provided it without any issue, but I have never received such an email.

Thank you very much for your assistance.

Best regards,

Flareman.

Thank you, Flareman. I have received your email.

Dear Duelbits Casino, please, check if you have received my email. I'd like to repeat that we need more information from you regarding your claims.

Please, check the player's reply. According to Flareman, he didn't receive your request to provide the source of funds, but I have just received payslips from the player, and he is ready to send them to you for further verification, too. Please, specify, to which email the player can send the documents.

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.

Dear Flareman, I would like to share the recent updates with you. We have been discussing your case with the casino representative via private emails. At the moment I'm waiting for more details to clarify the situation. Hopefully, I will share the results of our investigation with you shortly. Thank you for your patience.

Dear Natalia, thank you for your help and assistance. I look forward to any updates.

Best regards,

Flareman.

Hello Natalia,

Further evidence has been sent directly to your email.

Thank you for your patience throughout the process.

Kind regards

Thank you, Duelbits Casino, for providing all the information.

Dear Flareman, we have received all the requested details from the casino. Based on the provided evidence, including an official report from Sumsub, there were some dishonest attempts to bypass verification from your side. Regrettably, we cannot rule this complaint in your favor because the KYC process is crucial, and any fraudulent actions cannot be overlooked. Players are expected to adhere to the principles of legitimate use of the casino's website, and there are valid concerns regarding compliance in your case.

As a result, we must reject this complaint. Thank you for your understanding, and I’m sorry we couldn’t assist you further this time. Please feel free to reach out if you encounter any issues with this or any other casino in the future.

Kind regards,

Natalia