Duelbits Casino - Player was disqualified from the tournament.

Hello, some days ago i received in my email an invite to participate in an exclusive tournament from Duelbits: "Aprentices Tournament: WEEK 1 - fishermen's guild". So did I, and ended up in 2th from leadearboard (leadearboard based on highest multiplier in a single spin). `

Link Tournament ToS:

https://duelbits.com/promotions/apprentice-1-fishermen?utm_source=sendgrid&utm_medium=email&utm_campaign=website

It said on tournament ToS people would get rewarded 72h after it ends..but i asked support 4 days ago and go this answer: "Unfortunately, we are yet to receive the list of eligible winners from the provider. As soon as this is provided, payout will be made to all eligible winners"

Well, no problem after all, just need some time.. but 2 days ago i asked again in support and got another very different answer: "Dear customer, as our Management team mentioned, you have been disqualified from the Tournament due to the promotion abuse. This decision is irreversible. Have a wonderful day."

I really dont know what happened here. This tournament specifically was about highest multiplier in a single spin so what kind of abuse are they talking about?? I've asked support about this "abuse" but didnt get answer so far...Funny fact is that in WEEK 2 from this tournament ive participated and already get my reward, so how i am banned??

To be fair ive lost cash trying to get 2th spot in leaderboard and then got this arbitrary answer. Considering i did nothing wrong here and got this false accusation i feel kinda "scammed".. After all that was a tournament not a giveaway or some kinda of charity.

I've been using Duelbits for almost 2 years, have KYCed, always participating on those slots tournaments and no problem until then. If someone can help solve me this issue would be great..and if ncessary i have proof i was at second place when tournament ended.

Dear Lawper,

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. Was this the first tournament you participated in?

Do I understand correctly that the casino didn't further clarify what they considered as "promotion abuse"? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Hello, Kristina. It wasn't the first tournament i participated there.. but this time i got the issue of not being paid and falsely accused of "promotion abuse".

On Sunday (10/01), I asked support what kind of "abuse" was that and didn't get an answer so far..

Thank you very much, Lawper, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Lawper,

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 more details regarding the reason behind the player's disqualification?

Kind regards,

Adam

Dear Lawper and Adam,

According to our general promotion terms and conditions, the Promoter reserves the right, at its reasonable discretion, to withdraw the availability of promotions from any individual customer or group of customers at any time, with prior notice whenever feasible. Additionally, promotions may be modified or withdrawn without prior notice, either temporarily or permanently, if deemed necessary by Duelbits.

Please be reminded that users are restricted to maintaining only one account on duelbits.com. The creation of additional accounts constitutes a violation of our Terms of Service and may result in the termination of your account without prior notice or delay. Such violations encompass any activities deemed suspicious by Duelbits, including but not limited to the use of the same IP address, email, wallet/payment account, betting patterns, account names, or depositing funds from the same platform.

It is essential to acknowledge that this list is not exhaustive, and Duelbits retains the right to consider any other relevant factors.

After a thorough review by our compliance team in conjunction with our game provider, it has been flagged that your account has been involved in activities that are in violation of our platform's policies, specifically through opposite betting. In light of this, we regret to inform you that we have decided to remove the bonus associated with your account.

For further information and details, we kindly ask you to refer to the provided compliance team report.

We understand the importance of transparency and value your cooperation in maintaining a fair gaming environment for all our users. If you have any questions or concerns, please do not hesitate to reach out to our support team.

Kind regards,

Duelbits still acussing me from something that didn't happen. Now i see, 2 months ago i got vacation from work then deposited some cash, played/wagered MOSTLY (like 90%) baccarat. Thats it. If u understand about betting u will realize that only a fool would do opposite betting with baccarat, considering every time BANKER wins there's a 5% house commission from original stake.

In comment/description tab from ur screenshot i can read "SIGNS of opposite..", what are those signs? This is just a statement without any kind of proof...If so u can prove that another player has same stake in same time on ur casino. i was just playing and chilling.. u guys are being too much arbitrary and close minded about my situation. I will post here my history from 10-08 to 14-08 (i didn't play on day 11). I think i got missflagged by some kind of automated algorithm/detector. Check my history.. nothing strange, if u want to check deeper, i can post all bets from those days here.

So its proven from logic, statistic and mathematics that your accusation is false, because when u consider about that 5% commission u will truly understand what i am talking about. I am here not only for that 800$, but to stand up to against those kind of unfairness and arbitrariness.

Then, i am kindly asking Duelbits to solve my situation in a fair and honest way.



Thank you for your responses.

Dear Duelbits Casino,

Can I ask you to provide supporting evidence of the opposite betting? Was a report supplied by the gaming provider? Please send anything relevant to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

Evidence has been sent to your email.

Kind regards,

Dear Duelbits Casino,

Thank you for your response, but I am afraid I have not received your email. Please try to send it once more (adam.m@casino.guru).

Kind regards,

Adam

Hello, any news about my situation?

Hello Lawper,

There has been no further response from the casino, and I have not received any e-mail from them.

We would like to ask Duelbits Casino to respond to this complaint and clarify if the email has been sent to the address provided above. We will extend the timer for 7 days. If there is still no response, we will have no choice but to close the complaint as 'unresolved', which will have a negative effect on the rating of the casino.

Kind regards,

Adam

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 Adam,

The email was sent on October 12th.

I have just sent it once again, can you please confirm reception?

Kind regards,

Hello DuelBits Casino,

The e-mail has now been received and will be reviewed.

Thanks and kind regards,

Adam

Dear Duelbits Casino,

I have replied to your email and requested further information.

Kind regards,

Adam

Dear Lawper,

The case is still being discussed with the casino via e-mail, and we are waiting for further evidence to be provided.

I will extend the timer in the meantime.

Kind regards,

Adam

Dear Lawper,

We are currently awaiting a detailed report from the software provider, so more time is required before we can bring the complaint to a conclusion. I am sorry for the delay, and I thank you for your continued patience while we investigate this case.

Kind regards,

Adam

Dear Lawper,

We have now received the report from the provider and this evidence is being reviewed. I will post again shortly with our conclusions.

Kind regards,

Adam

Hello Lawper,

You stated that you have played 'mostly' Baccarat on the 10/08/2023. Can you please confirm if you have played roulette also on this date?

Kind regards,

Adam

Yes, as show in the print above, wagered 740$ on roulette on this day

Hello Lawper,

The casino has provided evidence from the game provider that seems to show signs of opposite betting during your roulette play. Can you explain how this might be?

Kind regards,

Adam

Dear Lawper,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi there. Adam can u explain which evidence is that?? Can i have acess to email duelbits sent to u?

Hello Lawper,

Unfortunately, I am unable to share the evidence with you due to reasons of confidentiality. What I can tell you is that you and another player have made opposing bets of the same amount for the duration of your time playing roulette, and have both played for the same amount of time at that table.

Can I ask you to please clarify if this roulette play was part of the tournament?

Kind regards,

Adam

Hello Adam,

No, roulette wasn't part of the tournament. Well it seems nothing more i can do, but would at least Duelbits remove my restriction from futures tournaments?

After all, Adam and Casino Guru team, i am very grateful for your efforts and patient to trying help me in this situation. This site is fundamental nowadays for helping us (casino players).

Dear Duelbits Casino,

The player states that the roulette play was not part of the tournament play. Can I ask you to please clarify if the play related to the tournament was legitimate, or was the promotion in some way abused as previously stated?

Kind regards,

Adam

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 Adam,

While the user did not abuse the specific promotion in question, our review uncovered suspicious activities related to card counting.

As outlined in our Terms of Service, we hold the right to withdraw promotional benefits from any customer engaged in activities that raise concerns about fair play and integrity within our platform.

Our decision to disqualify his participation is based on substantial and shared evidence and aligns with our commitment to maintaining a fair and secure gaming environment for all participants. We take these matters seriously to ensure a level playing field for all users.

Please be reminded that our Terms of Service encompass a range of activities that are considered violations, including but not limited to the use of identical IP addresses, emails, payment accounts, betting patterns, account names, or funding sources from the same platform. This list is not exhaustive, and we reserve the right to consider any other relevant factors.

We understand the disappointment this decision may cause and encourage the user to review our Terms of Service for further clarity on our policies.

Should you have any questions or require additional information regarding this matter, please feel free to reach out.

We're here to provide any necessary clarification.

Hello Duelbits Casino,

Thank you for your response.

Am I correct in thinking that when you refer to card counting you mean opposite betting, or has further information come to light?

Kind regards,

Adam

Dear Adam,

I apologize for the misunderstanding. We meant opposite betting as per shared report.

What is important to reiterate is the fact that we at Duelbits are committed to provide a sense of fairness to all our community and we have to apply restrictions aligned with our terms of service so we can deter such abusive behaviors from happening in the future.

Once again, please accept my apologies for the misunderstanding.

Kind regards

Dear Lawper,

The evidence provided by the casino is sufficient to show opposite betting during your roulette play. Consequently, the casino has acted in accordance with its terms and conditions in this regard and it is also at the casino's discretion whether you are allowed to enter future promotions.

Consequently, I am afraid there is nothing further we can do to assist in this case, and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam