Duelbits Casino - Player's withdrawal request is delayed.

Hello,

I would like to file a complaint about the casino Duelbits. For over a month now, I have been unable to withdraw funds from my gaming account. Despite completing all required verification steps, they are refusing to release my winnings.

I have already passed five levels of verification, as indicated on their website. After completing these, I received an email requesting a transaction history from Binance, even though I had already provided both a bank statement and a payslip. This additional request feels excessive. Nevertheless, I sent them the Binance statement they asked for, but it seems they are still dissatisfied.

Now, they are demanding a full transaction history from Binance in PDF format. However, Binance only provides transaction statements in PDF format for deposits, not for all transactions. I contacted Binance support, and they confirmed that a complete transaction history can only be generated in CSV format. I sent Duelbits both the CSV file with the full transaction history and the PDF statement for deposits, but they claim this does not meet their requirements.

I am physically unable to provide the document they are asking for because it simply does not exist in the requested format. Please help me resolve this issue, as Duelbits support is only responding with scripted messages, insisting that I provide the unattainable statement.

Thank you.

Dear Crauch,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the conversation between you and Binance customer support regarding the inability to provide you with the transaction history in PDF containing all the transactions? Kindly include the communication with casino customer support as well. My email address is veronika.f@casino.guru.

Could you also forward me the CSV file with the transaction history you sent to the casino?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.