Duelbits Casino - Withdrawal of player's winnings has been delayed.

Dear Casino Guru,

I am writing to seek your assistance regarding a withdrawal issue I am facing with Duelbits Casino. Despite completing the verification process and providing all requested documents, my payout has yet to be processed.

I initiated the withdrawal and promptly submitted the required verification documents. Duelbits Casino’s platform indicates that I have successfully passed verification. However, I am still awaiting the release of my winnings, with no clear explanation for the delay.

Given these circumstances, I kindly request your help in resolving this matter and facilitating the prompt payment of my winnings.

Thank you for your time and assistance.

Dear yamalini,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear yamalini,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, dear Nick. Unfortunately, my withdrawal request has still not been approved, even though I have provided all the documents requested for identity verification.

Thank you yamalini for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello yamalini,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Duelbits Casino representative to join this conversation and participate in resolving this complaint.

Dear Duelbits Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear Stefan,

Thank you for escalating this matter. After a detailed review of the player's account and submitted documents, we would like to provide an update regarding the delay in processing the withdrawal for this player.

The player is suspected of submitting fake or forged Source of Funds (SoF) documents. Furthermore, their account appears to be linked with another user, raising additional concerns. We have observed a pattern where KYC-verified individuals from the same region are submitting similar SoF documents, which are clearly manipulated.

As per our standard procedure, we cannot proceed with the withdrawal until the player provides authentic and verifiable proof of their Source of Funds.

We kindly request the player to provide:

Original, unaltered Source of Funds documentation. We have already sent him a reminder also since the first request via email was not answered or actioned.

Until valid proof is provided, the funds will remain on hold under our terms and anti-fraud protocols.

Should you require further clarification or additional information, please feel free to reach out.

Best regards,

Dear Duelbit Casino,

Thank you for your response and the information provided.

Hello yamalini,

Could you follow the casino's instructions and provide them with the source of funds? You can also send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan. I have sent a letter to your email, please check

Hello yamalini,

Thank you for your email and the information provided.

Could you provide me with the bank statement including the payslip in PDF format? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

I have sent you all the documents by email, please check

Hello yamalini,

The email doesn't contain the bank statement in PDF format. Please provide us with the bank statement which includes the payment from your employer.

I'll be awaiting your reply.

Hi. I sent you the documents again in PDF format

Hello yamalini,

The sums in the payslip and the bank statement do not match. Could you provide us with the payslip and bank statement, where the sums actually match? For example from September 2024? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hi Stefan,

I’ve sent you the documents you requested by email. Please check them.

Hello yamalini,

I have examined the documents you submitted, and it seems they have been altered. Unfortunately, we cannot take any further action on our end, as verifying the source of funds is a crucial aspect of the player's verification process. Therefore, we are inclined to support the casino's decision and will proceed to close the complaint as rejected. I wish I could be of more help.

Kind regards,

Stefan, Casino.Guru