Duelbits Casino - Pelaajan nostopyyntö viivästyy.

Hello,

I would like to file a complaint about the casino Duelbits. For over a month now, I have been unable to withdraw funds from my gaming account. Despite completing all required verification steps, they are refusing to release my winnings.

I have already passed five levels of verification, as indicated on their website. After completing these, I received an email requesting a transaction history from Binance, even though I had already provided both a bank statement and a payslip. This additional request feels excessive. Nevertheless, I sent them the Binance statement they asked for, but it seems they are still dissatisfied.

Now, they are demanding a full transaction history from Binance in PDF format. However, Binance only provides transaction statements in PDF format for deposits, not for all transactions. I contacted Binance support, and they confirmed that a complete transaction history can only be generated in CSV format. I sent Duelbits both the CSV file with the full transaction history and the PDF statement for deposits, but they claim this does not meet their requirements.

I am physically unable to provide the document they are asking for because it simply does not exist in the requested format. Please help me resolve this issue, as Duelbits support is only responding with scripted messages, insisting that I provide the unattainable statement.

Thank you.

Dear Crauch,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the conversation between you and Binance customer support regarding the inability to provide you with the transaction history in PDF containing all the transactions? Kindly include the communication with casino customer support as well. My email address is veronika.f@casino.guru.

Could you also forward me the CSV file with the transaction history you sent to the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, Veronika. I have sent you all the screenshots and the Binance statement to your email.

When you try to export your Binance transaction history, is it possible to choose the format? I have a choice between PDF format and Excel format:

Hi, Veronika. They need a statement of all transactions, but the screenshot you provided is a trade history statement. I can try sending them this statement as well, but I don't think it's what they need, especially since I don't have any records there. A statement of all transactions can only be generated in Excel format. I also tried sending them a deposit statement, which can be generated in PDF format, but they rejected it and clarified that they specifically need a statement of all transactions.

Thank you very much, Crauch, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear Crauch, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Duelbits Casino representative to join this conversation. 

Dear Duelbits Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

We have sent you an email to clarify this situation and the course of action. We are willing and available to clarify any doubts.

Kind regards

I sent two files as I was asked in pdf format, a deposit for the next few days on the account and also a withdrawal history for the next few days including the transaction. Please re-check and verify my account for subsequent activity on your platform.

Hello Crauch,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Crauch, 

thank you for the update.

Dear Duelbits Casino,

Thank you for your email. I am currently conducting a thorough investigation into the entire case.

Could you please confirm whether you have received the aforementioned documents from Crauch? Additionally, were you able to verify them?

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.

Hello Katarina,

Apologies for the delay.

Further information has been sent directly to your email. Please let us know if anything else is needed.

Kind regards.

Dear Duelbits Casino,

thank you for the email and for the update.

Dear Crauch, 

have you received a communication from the casino explaining exactly what is required of you? Were you able to provide these documents?

Yes, I gave them everything they asked for, but they still refuse to pay my money.

Dear Crauch,

thanks for the update.

Dear Duelbits Casino,

have you received the requested documents? Do they meet your expectations?

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.

Hello Katarina,

We have sent to your email additional explanations to clarify the reasons for our document rejection. Unfortunately, the customer has still not provided the required documentation.

Kind regards

Dear Duelbits Casino,

thank you for your email, I have followed up with a response.

Dear Crauch, 

could you please send me the verification documents that you provided to the casino? My email is katarina.d@casino.guru.

Dear Katarina, I have sent you an email. Please check it.

Dear Crauch, 

thank you, I have received your email.

Have you provided any additional documents for your verification, or solely the ones that you have shared with me?

Hi, I went through the verification process on their website, sent them my passport with both sides, also I was turning my face in real-time, and I also sent them my payslip, a bank statement, Binance deposit statement, and a Binance withdrawal statement. I think this should be enough, but they are still withholding my money and don't want to pay out my winnings!

Dear Crauch, 

following a thorough review of the documents provided, inconsistencies have been identified within the Binance statement. Specifically, the document properties suggest potential modifications. To clarify this discrepancy, could you please provide an explanation for these apparent alterations, detailing the specific changes made? Furthermore, we kindly request an original, unmodified version of the document for verification purposes.

Hi, I'll repeat once again that I haven't made any changes to the document. I took this statement directly from my Binance account and sent it to you as well as to the Duelbits casino. I have sent the statement to your email again, which I re-generated in my Binance account. Please check it.

Dear Crauch, 

thank you for your message and for your email.

The Binance statement you provided is missing some standard header information. As reporting formats may vary based on geographical location, we are willing to consider that your statement may differ from our typical examples. To verify the authenticity of the document, we require a video recording demonstrating the download of your withdrawal history report. Please ensure the recording is clear, with a consistent focus on your monitor to maintain readability of the screen content. The recording should be a single, unedited take without any pauses.

Please send the video to my email: katarina.d@casino.guru.

Dear Crauch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.