Duospin Casino - general discussion

If you want to discuss anything related to Duospin Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

At the Duospin casino, I won a balance of €85,000. After checking my account, the casino imposed withdrawal limits and requested new documents, delaying the process.

My VIP manager said in several written messages that if I placed more bets, I would move up a level and have access to higher and faster withdrawals. I trusted this promise, bet compulsively to try to unblock withdrawals and ended up losing my entire balance, always remaining at level 1.

All these messages have been archived and have already been given to my lawyer as evidence. I believe I have been the victim of deceptive practices, manipulation and inducement to gamble.

So far, the casino has not provided me with any concrete solution, even though I have demanded a refund of the amount lost.

What I'm asking for:

Evidence available:

Prints of the messages exchanged with the VIP manager;

Confirmation of the account and restrictions applied;

Communication in which I was induced to play more in order to unblock withdrawals.

Hi, I see you didn't have the best experience at the casino. 

Unfortunately, I don't think you're entitled to a refund. 

If a player loses money just because the casino tells you to bet or play more to move up in VIP levels, that's not enough in my opinion. 

Why didn't you come here sooner? Maybe we could have helped you while you still had money in your account. If they needed documents from you, you should have sent them and, of course, not done anything with the money. I can imagine that if you were at a higher level, they would be able to pay you more, but I don't know if they would speed up the withdrawals in any way, maybe if you jumped ahead of some other players.

In any case, it doesn't change the fact that I doubt you'll get your money back despite what you've described.

I'm sorry you lost your money, but if such a case ever arises, try to come here and we'll try to assist you.

Hello, thank you for your reply.

I understand your position, but I'd like to clarify that in my case it wasn't just a personal decision to play. I was induced and pressured by the casino's VIP manager, who assured me several times that by betting more, my level would rise and that this would unlock bigger and faster withdrawals.

These promises are all documented in messages, which I have already shared with my lawyer. In other words, it wasn't just bad luck in the game, but manipulative and deceptive practices that led me to play compulsively until I lost my entire balance of €85,000.

My aim in exposing this case is precisely to alert other players to these abusive practices. I know that reimbursement may be difficult, but I won't give up reporting it and taking the matter to the relevant authorities (SRIJ and ASAE in Portugal).

Thank you for your space, which will certainly help to give visibility to situations like mine.

Best regards,

Vera Ribeiro

I understand that it's not nice of the casino to persuade you to gamble like that, it shouldn't happen, but even so, I don't think it will end well.

I hope I'm wrong and you get your money back.

I'm glad you're sharing your opinion in a reasonable, dignified, and polite manner. That's not something you see often when someone loses that kind of money. I really commend you for that, and since you've expressed it this way, I hope other players will see your experience.

If you manage to resolve anything, I'd appreciate it if you could give us an update.

I'll keep my fingers crossed for you.🤞

Thank you for your reply and words of support. Although I understand that reimbursement is difficult, I stand by my position that I was manipulated by the VIP team, who lured me into the game with false promises of leveling up and faster withdrawals. This is not only unethical, but also an abusive practice.

I will continue to fight for my rights by complaining to the regulatory bodies (ASAE, SRIJ and the licensing body) and by exposing it publicly on various platforms, so that other players don't have to go through the same thing.

I would be grateful if you could follow the case and share updates whenever necessary.

You're welcome.

I would like to see any updates you have. If that's possible, of course.

I would appreciate knowing when it's resolved.

Good luck.☘️

I'm going to transcribe the official response from Portugal's Gaming Regulation and Inspection Service (SRIJ), which confirms that Duospin Casino does not have a license to operate in Portuguese territory.

This proves that the platform operates illegally, without any legal framework or protection for players.

The situation becomes even more serious considering that I was induced by the VIP manager to play repeatedly, with false promises that I would level up and have access to larger and faster withdrawals, which resulted in the loss of €85,000.

I consider it essential that this fact is taken into account in the analysis of my complaint and that other players are alerted to the risk of depositing on this platform.

"Mrs. Vera Ribeiro, good afternoon.

We acknowledge receipt of your contact below, in response to which it is conveyed that with the entry into force of the Legal Regime of Online Games and Betting (RJO), approved by Decree-Law No. 66/2015, of April 29, the provision of online games and bets can only be ensured by entities that are granted, by the control, inspection and regulation entity, operating licenses for the development of that activity.

In this context, it is confirmed that the entity you are referring to does not have a license to operate online games and betting, as you can see on the website of the Gaming Regulation and Inspection Service (SRIJ), which publishes the list of entities that, having obtained a license, are legally entitled to operate online games and betting in Portugal(Onde pode jogar | SRIJ (turismodeportugal.pt)).

We would also like to point out that the practice of online gaming and betting on illegal sites is devoid of any legal protection and, under the terms of Article 58(2) of the RJO, may even be punished.

We would also like to inform you that within the scope of its powers, the SRIJ, as a control, inspection and regulatory body, when it becomes aware of a website that offers online gaming and betting by an entity that is not legally qualified to do so, will notify that entity to cease that activity and remove the online gaming and betting service from the Internet (without prejudice to the criminal liability it incurs), under the terms of article 47(2) of the RJO. This procedure has already been triggered for several entities and will be triggered whenever the situation mentioned above arises. If the entities do not cease their activity and remove the service from the Internet within the period due to them, the control, regulation and inspection body will notify the intermediary network service providers to prevent access, availability and use of this offer, in accordance with the provisions of article 47(3) and article 31, both of the RJO.

In view of the above, entities that are not licensed are outside the scope of the SRIJ, so it is not possible to follow up on your presentation.

With best regards,"

So basically, according to the process, the casino should be contacted so that it does not offer services in your country, but as far as I understand, they cannot help you get your money back. 

In any case, I'm glad that someone is dealing with these issues, and if you get something else that would be worth mentioning, feel free to share it. 

Mandei isto para anjouan "Dear Sir/Madam,

I am submitting an urgent formal complaint against Duospin Casino, which operates illegally in Portugal, despite claiming to be licensed in Anjouan. I have confirmation from the SRIJ that this entity does not have authorization to operate in Portuguese territory.

The casino has engaged in manipulative, abusive, and fraudulent practices, causing me significant financial losses, detailed as follows:

Misleading VIP promises – When I asked the VIP manager how to obtain higher and faster withdrawals, I was explicitly instructed to increase my bets and activity. Based on these instructions from the casino, I continued playing and lost €85,000, yet my VIP level remained at 1, and the promised benefits were never provided.

Account downgraded after major winnings – Immediately following a significant win, my account was downgraded, restricting withdrawals. This appears to be a deliberate attempt to prevent me from cashing out legitimate winnings.

Systematic obstruction of withdrawals – Even after full account verification, I was repeatedly asked for additional documents, delaying and obstructing access to my funds.

Account suspension after complaint – After submitting a formal complaint to the casino, my account was placed "under review," preventing access.

Pattern of illegal operation – I have discovered that WinBay, owned by the same company, also operates illegally in Portugal, showing a consistent pattern of non-compliance and abusive practices by this group.

I was manipulated and misled, and I formally requested a refund of the lost amount, but received no response. I have all supporting evidence, including screenshots, chat logs, and emails with the VIP department and other casino representatives.

Given the seriousness of these actions, I request an immediate investigation into Duospin Casino and its group, including measures to protect players and ensure compliance with regulations. I also request confirmation of receipt of this complaint and information on the actions that will be taken.

Thank you for your prompt attention.

Sincerely,

Vera Ribeiro"

Please let me know if the authorities respond to you. I would be quite interested to know whether they have anything to say about it or not. 

I see you are still dealing with this situation and I wish you happy ending. ☘️

Good morning since the 18th I have a pending withdrawal I have contacted them several times through the chat and the answers are simply the same and recorded I don't know how to resolve this situation they are waiting for me to cancel the withdrawal and lose everything .but i'm not going to do it i'm very sad about this situation because they are simply arrogant and just tell me to wait that they know as much as i do about the withdrawal and a lack of respect for the players .i just want the money to get out of this house i don't advise anyone to enter this casino because you will have bad nerves anxiety because they don't solve anything .help me please i don't know what to do anymore

Hello, I'm sorry to hear that, but you made a valid point here: stay strong and do not cancel the withdrawals or play out the money.

I want to help you speed things up, but it's up to the casino at this point, I'm afraid. 🙁

Do you have any idea of why the withdrawal has not been approved yet, please? You mentioned the same response, so what has the chat been telling you, please?

Is there any concrete obstacle we can focus on? I understand this is not easy for you, so take your time to respond, please.