DuoBetz Casino - Player’s struggling to complete account verification.

They don't respond either to emails or in the chat, if they do respond in the chat, they have 3 standard phrases:

Hello

How can we help you

Let me check

Then the ones you can stay for 1 hour without getting an answer disappear. Jsg has not played with bonuses.

Milad

Dear milad1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that you are experiencing difficulties with the account verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes they don't answer emails and the chat doesn't talk about why they are late or what it is they are the problem.

Milad

Are your experiencing difficulties with your requested withdrawal? Could you please advise how many days ago was the withdrawal requested?

The problem is that it is not possible to withdraw because they have been verifying my documents for almost 1 month.

Milad

Thank you very much, milad1, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello milad1,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite DuoBetz Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

This is what I get after a month, (English) they operate a .

Milad

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 milad1,

I have tried to contact the casino repeatedly but had no success. There is not much that can be done without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

 If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

I wish I could be of more help.

Kind regards,

Tomas