DuoBetz Casino - Player’s withdrawal has been delayed.

Hello,

Duobetz casino is not processing my withdrawal of 802.60 €.

I signed up a few weeks ago. I already had problems with account verification which took more than 2 weeks. However, my account is fully verified now.

I was offered a 150% bonus which I wagered successfully. My first withdrawal request was canceld. According to support it was canceld because the proper team was not available. Why not just leave the withdrawal pending until the payment team processes the withdrawal? Not a confident builder when a casino reverses withdrawals for no reason. I was told to place another withdrawal and assured that it will be processed by the end of the day. Off course it did not happen.

The support told me my withdrawal was canceld due to queues. Again, withdrawal cancellation without any reason. This casino stalls verification and withdrawal processes.

I would like to get paid my 802.6€ as soon as possible. Screenshots are attached.

Regards 

Dear PrinceNaseem,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronella,

thanks for publishing my complaint.

My withdrawal requests are rejected after some hours. I made 5 requests so far. My original complaint concerns the fact that there was no valid reason given by support. Yesterday I was told that I need to continue to wager my bonus, which, according to my bonus section, is already successfully wagered. I was asked to mail their support team, which I did. I am currently waiting for a reply to clarify the situation. Once I have an answer I will update the complaint accordingly.

Hello,

I received information from support that the wager progress bar which was available, showed the progress of a different bonus and not the 150% bonus which was manually added. There is still wager left in order to clear the bonus.

The communication of the casino over the last days was subpar.

However, my complaint can be closed.

Regards

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, PrinceNaseem, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru