Duelbits Casino - O jogador afirma que o seu pagamento foi atrasado.

Hello I have created a duelbits account January 31,2025 I created the account because I have a friend who’s a well known streamer named Kyle mace he streams high limit gambling content from the USA. I created the account and made 2 deposits $5000 and $15000 usdt. I then shortly after won $73,000 the same day I went ahead and made 3 withdraws 1 for $2000 usdt $1000 btc and $70000 usdt. Then I got a email saying the withdraw is delayed because they need to manually review it. It was several hours after I realized something was wrong I had asked if I could do anything to speed it up and even offered to do my KYC I pointed out to live support when you click verification it doesn’t even give you the option to upload any documents and they responded they wil have someone technically look into this to this date which has been 1 week I have provided them with

my passport

my federal national identification card

utility bill

pay stubs

6 months bank statements

tax declaration

proof of ownership of the hot wallet I used for the 2 deposits 1 year in transactions from the hot wallet

2 years transaction pdf of my crypto.com account

and they came back to telling me they can’t verify me or anything from the documents I had provided and do to that they are freezing my account and my funds until they can verify my identity which makes 0 sense because I sent them more then what they had even asked for. They have not done anything to help me and are basically saying I am screwed. I have emailed the ceo Marco pinnisi and called him on his Mobil cell which he had open my messages and then blocked me. I emailed and message the coo head of compliance and several casino host all to 0 responses. My friend Kyle is at lost for words that they would even do this to me I play from Brazil and Mexico when I go back and fourth so they can’t even say it’s a gaming region thing since both countries are allowed to play as on the ToS agreements. Kyle is a known streamer sponsored by them who stress out of Boston in the United States that should be an issue. I have every single thing documented and recorded and I’d love to send you and spread this around since it’s $73,000 they are holding. Is there an email you can provide so I can forward you all the documentation and emails correspondence

Dear Samdamsam,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The thing is they have declined my kyc apparently and the problem is I gave them every document I have and that they asked for and they said this Please be informed that the Compliance Team could not verify your account upon further review of the documents provided.

In addition to this, regarding your source of wealth inquest, the Compliance Team confirmed they were unable to ascertain the legitimacy or originality of your documents provided due to the many discrepancies in your documents provided.

Consequently, your account will remain suspended and funds will be frozen until we

obtain valid and original documents required.

We would like to seize this opportunity to remind you that the Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User.

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We also reserve the right to restrict the Service, payment, or withdrawal until identity is sufficiently determined, or for any other reason

i already sent them everything possible so what else would I send them I have know other documentation I sent them every single thing they asked for and that’s not going to change

Dear Samdamsam,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick!

The whole process has been terrible, most stressful experience of my life. I made the account January 31st; I deposited $15,000 and I won $73,000. The moment I go to make the withdrawal my account was already not working. When I reached out they said I needed to get a KYC filled out, no problem. I went ahead and submitted my documents, not only am I playing from Brazil; I am Brazilian I have dual citizenship and it was extremely disrespectful how their customer support was treating me. I didn’t understand how after already being in mid chat with someone, another person gets connected to tell me "they’re a true Brazilian and I’ll make sure you don’t see one real". That’s extremely discriminatory; I’m wondering if they even know how the real world works? I went ahead and submitted multiple forms of ID’s; passport, ID card, tax declaration, paystub’s, utility bill, bank statements, you name it. I didn’t upload it all at once, they kept asking for more and I would gladly provide. The back and forth has been going on this entire time and they have rejected every single one of my documents. I travel quite often, I have been to Northeast USA quite often and in my travels I became close friends with someone who is a sponsored streamer for Duelbits who lives in Massachusetts, USA and eventually I signed up myself is how I came to know the website and deemed it trustworthy. I complied with everything and still no withdrawal. I went on to offer all of my American IDs; sent them my passport from America and it was expired so they didn’t approve it which I understand. But I also sent my driver’s license which expires in 2029. They came back to tell me that my driver’s license was suspended, I wouldn’t know I haven’t been in the US in a minute. Regardless, I reached out to my lawyer had my driver’s license reinstated and any fees satisfied. Sent in those receipts as well. They continued to tell me that they couldn’t verify my identity because the driver’s license was suspended but if they knew it was suspended then they verified it and if it’s not expired than it is a valid US government issued ID used to identify a person which is the thing they keep telling me they cannot. I am starting to feel like I’m being played here. Because again, I had my driver’s license reinstated but once that happened they then told me they could not accept a driver’s license as a form of ID. At this point I’m sending them whatever I can think of to prove I’m a real person and I’m who I say I am. So now they’ve got my US state ID, other bank statements and bills. The only thing they had officially approved were my bank statements. A new person finally sends me a website asking me to upload everything through a certain link, gladly. I hop on and throw everything I sent them on the website they sent me. I notice there’s also an option to upload a driver’s license; of course I go ahead and add that as well as everything else and what do you know. All of my documents and IDs passed KYC and were verified. I went ahead and did a try test with leftover I had in the account, considering the $73,000 was still pending. I successfully withdraw $50. I got extremely excited and thought finally it’s all set. I message customer support in the hopes of receiving good news, and I immediately receive a message alerting me that my account is being closed and funds frozen for violating terms of services, more specifically cheating was mentioned and that could not be farther from the truth. I find all of this extremely iffy and unfair. The verification of documents went of for weeks with them unsuccessfully being able to verify it, yet I was able to get it done within seconds with a website a customer support angel sent me. I also want it to let it be known that I have every bet and wager recordings on my phone, if there’s a way to share it I would gladly do so. It’s called gambling and it’s what I did. I deposited an already pretty high amount, so for this to happen is absolutely unacceptable. I feel like at least my initial deposit should’ve been accounted for. I have every piece of information shared between every single one of their customer support agents, as well as any other person I came in contact with. If you have an email, I can share anything with you that you may find helpful there’s a ton of sensitive information I don’t feel comfortable sharing on here but will gladly do so through another method. Please advise me on how I should proceed.

Thank you so much!

Dear Samdamsam,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

It is over 500 emails I went ahead and CC and BCC you so you can see the whole threads.

I went ahead and CCed you in every email I had with live support and with them via email so you could see the whole thread and how ridiculous everything’s been their whole issue was they needed me to verify everything at first KYC and compliance before my withdraw or my account fixed but tell me how I finally verified level one through five and they still haven’t done anything but then I got an email saying my account been suspended permanently Support told me that the email telling me that they’re working on everything with compliance and they have an update. I emailed you over pictures.

I also sent you over a pdf of every wager I had done since I created the account that day from the time I deposited to wagered and tried to withdraw and screenshots of my kyc fully verified.

Thank you for Samdamsam for all the information provided. As we need further clarification from the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting your from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks let’s see what they come back with because I’m fully verified and there’s no reason they can hold my funds yet alone my $15,000 deposit id they want to scam me on my winnings that’s fine but I expect my deposit to be refunded to me and they keep emailing me the same thing ‘ we are waiting for compliance to finish investigating’ please continue to be patient lol

In there discord chat the moderator for duelbits said to players that they looked into me and because I have bad press and civil lawsuits that gave them the reason to keep my winnings and my deposit even after I verified my funds. The very least they can do is return my deposit before I file a federal lawsuit against them and all there streamers who are currently streaming for the USA

Hello, Samdamsam,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Duelbits Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked? Have any of his winnings been confiscated?

What needs to be done on the user's side to pass the KYC and/or to withdraw his balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

lol funny this is the email they sent me today stating they will refund my $15,000 deposit but confiscate my $58,000 winnings because they said I’m playing in the USA which I’m 100% not I proved them that to they just did not accept any of my Brazilian documents so I asked if I could send my American documents since I have duel citizenship and they said yes that’s fine. Now they sent me this email and I want it to be known and public here what they are doing and how funny it is that there paid streamer ‘kylemace’ who I only started playing on duelbits because of his streams lives in Boston! In the USA and he streams every single day from the USA ? can you guys further explain how that’s allowed ? And duelbits I sent casino guru the email where you guys said it’s okay for me to use my USA documents to kyc since you guys were not accepting my Brazilian ones. And I further noted I do not nor play/live I the USA so there stealing $58,000 from me. Here’s the bs email they had sent me. Good afternoon,

Following our standard verification process and in accordance with our AML/KYC policies, we have reviewed the documents you provided. It has been determined that you are accessing Duelbits from the United States, which is a restricted jurisdiction as per our Terms and Conditions.

As stated in our Restricted Territories Clause, individuals residing in or accessing our services from certain regions, including the USA, are not permitted to register an account or use our services (Terms and Conditions, Section: "Restricted Territories"). Additionally, when creating an account, users are required to provide accurate, complete, and truthful information at all times. Failure to do so constitutes a breach of our Terms and may result in immediate account termination (Terms and Conditions, Section: "Account Registration and Accuracy of Information").

Due to this breach, we are proceeding with the permanent closure of your account. However, in line with our Suspension and Closure Policy (Section 15), we are allowing you to withdraw your initial deposit of $15,000, but any winnings associated with the account have been forfeited. Our terms state that in cases where a user is found to be in violation, Duelbits reserves the right to void any bets placed and withhold any winnings (Terms and Conditions, Section: "Suspension and Closure of Your Account, Clause (d) and (e)").

To proceed, please request the withdrawal of your initial deposit as soon as possible. Once this transaction is completed, your account will be permanently closed.

We strongly advise against attempting to register or use our platform from a restricted region in the future, as doing so may result in funds being forfeited without the possibility of withdrawal (Terms and Conditions, Section: "Restricted Territories").

Should you have any further questions, feel free to reach out.

Best regards,

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 Branislav,

I have sent you an email with all the necessary information for your review on March the 7th.

Please can you confirm you have received it?

Kind regards.

they are lying I’m not paying from the USA since they could not verify any of my Brazilian documents I asked them if it’s fine if I upload my USA documents since I have duel citizenship and I clarified many times I am not in the USA currently here’s proof 

Greetings all,

Thank you both for your replies, and I am sorry for the delay.

Yes, Duelbits Casino team, of course. I confirm I received your email with the details.

Dear Samdamsam,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions in several ways. There are too many inconsistencies and a lot of ambiguity in your casino account data and provided documents, and too many indications of fraudulent activity, that after all you did and attempted at this casino, it would have been a miracle if you had been able to pass the KYC and withdraw your winnings. In addition, even if the casino did not mention it, I am convinced this is not the only account you registered and used at the casino.

Since the casino allowed you to withdraw your deposits, we consider the matter closed on our side, without the option to reopen the case.

The casino acted correctly and in accordance with the terms and conditions you accepted upon registration, and you could be glad and happy that they will process the refund of your deposits.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, Duelbits Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru