The player from Austria had been trying to withdraw 4,000 € since December 1, 2023. After several withdrawal requests had been cancelled or rejected, he lowered the withdrawal amount to 1,000 € but it remained unresolved. The player confirmed that his account had been fully verified and he had not received any explanation for the withdrawal issues. Despite our attempts to engage the casino in resolving the issue, we had received no response. As a result, we had to close the complaint as 'unresolved', which negatively affected the casino's rating. Unfortunately, the casino was not licensed, which limited further actions.
DuoBetz Casino - Player's withdrawal is repeatedly rejected.
Black points: 210
Amount: €1,000
DuoBetz Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 months ago
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4 months ago
Translation
I have been trying to withdraw 4000 € since December 1, 2023 - after the casino repeatedly rejected my withdrawal, I reduced it to 1000 €. However, since then, I have made several withdrawal requests, all of which have been cancelled or thrown back (rejected) by the casino. Even when I inquired multiple times via email, I received no response, and in chat, I only get as far as being asked for my username before the operator says "let me check" and then no more replies, regardless of how many times I ask - even after waiting for an hour, there is no answer. I am verified.
I can only agree with the user "milad1", who stated that the money is not being paid out and this is a case of fraud, or even criminal machinations. The 4.6 rating is WAY TOO HIGH! A maximum of 1.0 would be justified.
Automatic translation:
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4 months ago
Dear Greyfairytayle,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
Please understand, that without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 months ago
Translation
Dear Petronela,
- yes, I have been fully verified.
- no - I never get an answer even though I've asked why at least 10 times
- I don't know anything about a system problem, I can only speak for my account - I've only seen "milad1" in the reviews or discussions and can only confirm what he writes
Automatic translation:
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4 months ago
Translation
Dear Petronela,
- yes, I have been fully verified.
- no - I never get an answer even though I've asked why at least 10 times
- I don't know anything about a system problem, I can only speak for my account - I've only seen "milad1" in the reviews or discussions and can only confirm what he writes
Automatic translation:
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4 months ago
Thank you very much, Greyfairytayle, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Hello, Greyfairytayle!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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4 months ago
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.
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4 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
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