DuoBetz Casino - Player's struggling to withdraw her winnings.

I’ve been playing for a few months on here. Never a problem with deposits, verified easy enough, anlwa helpful on chats. All great until I tried to withdraw. The withdrawal is quite vague, only asks for address, so i queried, just put your iban in the adress bar I was told, strange I thought. So I did, after three hours my withdrawal was rejected. I could no longer access chat so I went onto another server and didn’t login, I was connected right away. I was told it was a glitch and try again, better to try in the morning, I asked why, I was cut off. So I tried again, again rejected it 24 hours later, after being told there’s no reason I can’t withdraw. They don’t respond to emails, nobody will chat with me and I have no way of getting my money. It took me a while to get to the minimum £250 withdrawal limit. It’s really stressful. They’re scammers

Dear Victory,

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. Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Hi kristina, I passed kyc successfully , I’ve never withdrawn before now and had no bonus. They are saying simultaneous requests through their system, try tomorrow they say. I finally got someone on chat last night because they don’t respond, i was told if I continue with threats they will suspend my account. I’ve not threatened anyone ever in my life. They don’t have a legitimate reason for not paying out

I’ve had it rejected for a fourth time now. They leave the chat open when they realise it’s me. It’s so frustrating. They have no reason for doing this at all. They disappear and say system has error, relevant team are looking into it, try tomorrow. There’s no error, they just won’t pay out

Thank you very much for your reply, Victory. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi kristina, they’re completely non responsive, their chat system no longer operates. They don’t respond to emails and it’s been rejected 7 times now. I’m resigned to the fact I’ve lost lots of money to criminals with no way of recovering any of it

Thank you very much, Victory, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Victory,

I've just reviewed your case and fully understand your concerns. I will contact the casino to help you with your complaint.

I'd like to invite a representative from DuoBetz Casino to join the conversation and participate in the resolution of the complaint. Can you please provide more information regarding the reasons for rejecting the player's withdrawal requests?

Thank you.

Kind regards,

Tomas

The reason they give is that their system is overloaded with requests and therefore it crashes and rejects the requests. That’s the only reason. They have disabled their chat and don’t respond to emails so I highly doubt they will join in any discussion on here. They have not paid out ever as far as my research has taken me. They’re extremely unprofessional when you do chat with them. Communication is now at zero. I’ve now had 8 withdrawal rejections. I asked if it was a problem with their system, why are deposits going through ok? I was cut off. I wish you good luck!

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.

I had a conversation with someone called’Harvey’ on their sight a few days ago. I asked if there’s any problems with their payment system and if everything is running how it should. He said yes apart from slight delays from payment providers, everything is good. So I proceeded to ask him why my withdrawal was rejected 8 times. He assured me to try it again and he will make sure to process it through asap. I told him I’ve been told this many times before and he said you have my word. I tried one last time and you’ve guessed it, rejected again! What I don’t understand is, it’s just sitting there in my account, I’m not going to spend it ever. What’s the point in playing with no real chance of winning and actually getting the money. They’re crooks. They’ve had the nerve to add new games to the site. They also operate as Dogsfortune who have the worst reputation, but people are onto that one now. They’re just luring players in to spend as much as they can. I refuse to spend the £250 that’s sitting in my account. They’re disgusting and need closing ASAP. I’m not surprised one bit that they didn’t respond on here!

Dear Victory,

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

Dear all,

As per the player's request, I'm adding her additional comment in the thread:

"I just want to add that they have now removed my £250 from the account. They haven’t closed it though, probably hoping I’ll keep depositing! I don’t want the case reopened, I want this comment added to this thread. They have the nerve to keep updating the site and adding new games!"

Kind regards,

Tomas