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.