Duelbits Casino - Underage player seeks refund and account closure.

I have been gambling on Duelbits since I was 16. I have never EVER been put under any KYC or age checked. At 16, I was promote to the site via a streamer Adin Ross. To be honest I never sat there and signed up knowing full well this site was 18+, it wasn't clear at the time. If I ever got hit with a KYC I would've accepted it and moved on, however I never did so just kept on playing like it was normal. I've hit huge wins on the site, my biggest withdraw was $70,000 and I was still hit with no KYC. The site's failure to KYC me is a huge problem. After speaking with many professionals, they have told me that the casino has to refund all amount that was wagered through my account and ban me from the site personally. How true that is, I don't know but it seems accurate. I'm looking to have my account closed because gambling became a problem for a while, I have overcome most of it, but I want to leave it in the past and receive all of my funds back that the casino has taken whilst I am not of age.

Dear casinoplayer497,

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. 

• Have you filled in your correct date of birth in your casino profile?
• Have you already asked the casino to refund your deposits and self-exclude your account due to your gambling problems?
• With what result?
• Please send me any correspondence between you and the casino on the topic. My email is 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

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi Tomas,

On the duelbits profile there is absoloutely nothing related to any personal information, I have never had to provide any data at all to duelbits. Not even a first name ever. You can see this in the screenshots below.

I have reached out to the casino via live chat, and I am currently waiting for a response

I'd also like to keep this here for future reference

The Curacao license that Duelbits is currently under states the following requirement for casinos that apply for their license:

Commitment to not registering minors and certain residents

In many countries, a person below the age of 18 is legally considered a minor (a child); someone who has not attained the legal age of responsibility and accountability. In this regard, an applicant for a Curacao license must show commitment to refusing to register a minor on their website. In addition, the applicant must show commitment to not registering people residing in the United States and the Netherlands Antilles.

https://baxity.com/curacao-gaming-license-overview-how-to-obtain

They have clearly showed zero commitment at all.

UPDATE: I have been told by live chat to send a full email instead to support, now waiting on response from the support email

In the meantime, my account has been suspended so I can no longer use the account. However I still have access to see any relevant information within the account.

Hi Tomas,

I have sent you an email with the response from Duelbits. Kindly check it, thanks

Thanks for your messages.

Could you please confirm you are 18 years old currently?

Could you please confirm the email associated with the account is yours?

Where did the money you played with originate, if you started to play underaged?

I'll await your reply.

Could you please explain if the amount of your lifetime deposits was greater than the amount of your withdrawals from the casino, to your knowledge?

Yes there is a difference of $41,000

Dear casinoplayer497,

After internal discussion, we concluded our recommendation is for you to inform the authority of the casino and file a complaint with them regarding the issue.

You can contact them and file a complaint at complaints@gaming-curacao.com

Refer to this complaint in your email and please include me in the carbon copy of your email. (tomas@casino.guru)

When you do so the complaint will be closed as 'waiting for regulator'

I'll await your reply.

email has been sent to the email you provided

I will change the status of the complaint back to "waiting for the regulator's decision" because it may take quite a while to receive a decision from a gaming authority. The complaint will automatically be reopened after 3 months. If you receive a decision sooner, please let me know (tomas@casino.guru).

Best of luck,

Looking forward to hearing from you.

Tomas

Casino.Guru

Dear casinoplayer497,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear casinoplayer497,

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 unfortunately nothing I can do about this because regulator wants proof of funds from me, which is pretty much impossible for me to provide since I get payments via crypto and there are over 3,000 transactions over the last 3 years in my wallet. I tried to show proof of some payments via crypto to the same wallet that was depositing to duelbits, however they needed verified payslips from official businesses or tax receipts and wouldn't accept the payments I was receiving for the type of marketing services I was doing online.

Would you be able to provide the communication with the regulator regarding the issue to my email at tomas@casino.guru?

I apologize for the inconvenience.

Dear casinoplayer497,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.