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Dear 64BitWarrior,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duelbits Casino.

I understand your wish to be in control of your deposit as soon as possible, however, we might not be able to assist you speed up the process.

In cases where the wrong network was used, the issue lies with the casino's payment provider who might recover the funds. I genuinely hope the process will not take the full 30 days, however in case it does, please let us know and we'll try to assist you.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

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.

Thomas, thank you for your prompt response. I truly appreciate your assistance.

Could you please invite the Duelbits team to join this conversation? I would like to inquire about the progress of my recovery and any possible ways to expedite the process. Given the circumstances, I would be grateful if you could provide any assistance in expediting the process. Your support in this matter would be greatly appreciated, as I am eager to regain access to my funds as soon as possible. My sincere appreciation for the recovery process Duelbits have initiated for me. I am grateful for the understanding and professionalism shown by Duelbits team. Is there any way you can reach out to the casino on my behalf to speed up the resolution?

Thank you once again for your help. I am very grateful for your support. Merry Christmas! 🎄✨

Please enable confidential [private] mode for my personal information.

I appreciate the details provided regarding the case.

Has the casino recovered your deposit since your last reply?

No, I have not yet received my deposit back from the casino. I am still waiting for recovery.

Thank you for your help and time. I appreciate it.

I am really disappointed. I wanted to follow up on the recovery process we discussed. When we last spoke, I was informed that it could take up to 30 days, and now that 13 days have passed, I was surprised to hear that the team is unable to proceed. Now, I need your help in this matter. I attached "Kieran" screenshot here. Team promised me for recovery. Now, I received this bad news. CasinoGuru team please help me in this problem. I am really worry about my money.

Thank you for your attention to this matter. I look forward to your prompt response.

I am writing to express my deep disappointment regarding the recent communication I received about my recovery funds.

When we last spoke, I was informed that the recovery process could take up to 30 days, and I was assured that everything was being handled. Now, 13 days into this process, I was shocked to learn that the team is unable to proceed with my recovery. This abrupt change has left me feeling frustrated and anxious about the status of my funds.

I have attached the screenshot from "Kieran" for your reference, which clearly outlines the initial commitment made to me regarding the recovery process. I trusted Duelbits team's expertise and guidance, and I feel let down by this unexpected news. Now I attached "Sara" screenshot about this bad news.

I urgently need your assistance in addressing this matter. My concerns about the safety of my money are growing, and I would greatly appreciate any support you can provide to help resolve this issue.

Thank you for your attention to this urgent matter. I look forward to your prompt response.

Thank you very much, 64BitWarrior, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello 64BitWarrior,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Duelbits Casino representative to join this conversation and participate in resolving this complaint.

Dear Duelbits Casino,

The player was assured by you that they would receive the funds, but it seems that you have now reconsidered. Could you comment on this?

Thank you in advance for providing the information.

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 Stefan, over the past four weeks, I have encountered an issue, despite reaching out to Duelbits for assistance, I have not received the help I need to resolve this matter. This lack of support has caused me significant frustration. I appreciate your attention to this matter and hope you can provide guidance or support in addressing my concerns with Duelbits Casino. Thank you for your time and assistance, Stefan.

Hello 64BitWarrior,

I have contacted the casino outside of the complaint thread one more time and hopefully, they will respond here. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear 64BitWarrior,

Thank you for contacting us and providing all the details about your deposit. We truly understand how frustrating this situation must be, and we appreciate your patience while we reviewed your case.

After thoroughly evaluating your request, we regret to inform you that we are unable to recover the funds you deposited. While we always try to help our customers and explore all the options our deposit policy clearly states that only specific coins and networks are supported. In your case, APE Coin sent via the BEP20 network is not supported, and our system is not designed to process or recover such deposits. All the available coins are easily accessible via the deposit modal and the necessary disclaimer to avoid such situations from happening.

Recovering funds sent via an unsupported network is a highly complex and resource-intensive process that involves significant manual work and carries inherent risks. For this reason, our policy strictly prohibits recovering funds in such scenarios to ensure the integrity and security of our platform's operations.

We strongly encourage you to carefully review the accepted coin types and network specifications displayed on our deposit page before making any transactions in the future. This will help ensure your funds are successfully credited to your account.

We sincerely apologize for the inconvenience caused and regret that we are unable to provide a more favorable resolution in this case. If you have any further questions or need assistance with anything else, please do not hesitate to reach out to us.

Thank you for your understanding.

Kind regards,

Dear Duelbits Casino Team,

I am writing to express my deep dissatisfaction and frustration with the handling of my recent deposit issue. On 27th December 2024, your representative assured me that "my deposit issue would be resolved within 30 days". However, despite my patience and follow-up communications, this promise has been blatantly disregarded. This failure to keep your word not only damages my trust in Duelbits but also leaves me in a financially precarious situation due to my funds being inaccessible or unreturned. I am compelled to write to you regarding an issue that has not only left me disappointed but also questioning the fairness and consistency of your customer support practices.

I am aware, through various channels and user testimonials, that the Duelbits team has previously assisted other users in recovering funds or resolving similar deposit issues. However, my own experience has been markedly different. Despite my immediate and subsequent attempts to seek assistance, I have not received the same level of support or resolution that others have reportedly benefited from. Why has there been a disparity in how my case is being handled compared to others? I seek an explanation for this apparent inconsistency in customer service.

Despite my patience and cooperation, I have been left without a resolution, which is both frustrating and unfair, especially when others have been helped. I demand that Duelbits treat my case with the same urgency and commitment to resolution as others have experienced. If others were helped, there should be no reason why my issue cannot be addressed similarly. I expect immediate action to recover my funds or to provide an alternative solution. If recovery is not possible, a refund should be arranged. Please provide a clear explanation for why my situation has been handled differently.

I demand that you fulfill the commitment made by your team. If the issue involves my deposit, I expect my funds to be credited or refunded without further delay.

I require an explanation as to why the promise was not kept and what measures Duelbits will take to ensure such failures do not recur with other customers.

Given the inconvenience, stress, and time wasted, I also expect some form of compensation for the mishandling of this situation.

Looking forward to your swift and fair response.

Sincerely,

Hello 64BitWarrior,

Thank you for reaching out and sharing your concerns regarding the handling of your deposit issue with Duelbits Casino. I understand that this situation has caused you significant frustration, and I appreciate your patience as we work through this matter.

However, after careful evaluation of your complaint, I must inform you that it will not be upheld. The casino has policies and procedures in place that govern the handling of deposit issues, and it appears that your case has been processed according to these established guidelines. I understand this may not be the response you were hoping for, but the casino is indeed unable to recover your funds as the APE coin is supported only on ERC-20 network in the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru