NaslovnaPritužbeDuelbits Casino - Povlačenje igrača je odloženo.
Duelbits Casino - Povlačenje igrača je odloženo.
Automatski prevedeno:
Iznos:
11.204 $
Duelbits Casino
Index sigurnosti:Veoma visok
Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from China was unable to withdraw $11,203 from Duelbits.com, with their requests stuck in "processing" for two weeks. After initiating the withdrawal, they were informed about the need to complete KYC, which they had submitted but had yet to be resolved. Despite multiple contacts with support, there was still no update on their situation. The complaint was closed as unjustified due to the player's breaches of the casino's terms and conditions, including multiple accounts/collusion and using prohibited techniques, which led to the denial of their verification and withdrawal requests.
Igrač iz Kine nije mogao da podigne 11.203 dolara sa Duelbits.com, a njihovi zahtevi su bili zaglavljeni u „obradi“ dve nedelje. Nakon što su pokrenuli povlačenje, obavešteni su o potrebi da popune KYC, što su podneli, ali još uvek nije rešeno. Uprkos višestrukim kontaktima sa podrškom, još uvek nije bilo novosti o njihovoj situaciji. Žalba je zatvorena kao neopravdana zbog igračevih kršenja uslova i odredbi kazina, uključujući višestruke naloge/dogovor i korišćenje zabranjenih tehnika, što je dovelo do odbijanja njihovih zahteva za verifikaciju i povlačenje.
Trenutno ne mogu da podignem $11,203 sa Duelbits.com.
Bio sam novi u Duelbits-u i počeo sam tako što sam igrao Blackjack 17. marta 2025. Imao sam niz sreće i imao sam nekoliko uzastopnih pobeda tokom 20 minuta. Nakon toga sam odlučio da napravim pauzu i da se povučem.
Tada su počele nevolje: svako povlačenje je od tada zaglavljeno u „obradi".
Nekoliko sati nakon što sam pokrenuo ova povlačenja, primetio sam da moram da završim KIC2 da bih nastavio da igram njihove igre. Podneo sam svu traženu dokumentaciju i izvršio proveru životnosti. Međutim, nisam automatski prošao KIC2 — podrška mi je rekla da ignorišem poruku o grešci i uverila me da će izvršiti ručni pregled.
Od tada su prošli dani bez rešenja podrške uživo ili e-pošte. Kontaktirao sam podršku više puta, i svaki put je isti odgovor da su moji KIC i povlačenja još uvek u fazi provere.
Želeo bih da zamolim njihovog predstavnika ovde da se pozabave ovom situacijom što je pre moguće. Hvala.
Hello,
I’m currently unable to withdraw $11,203 from Duelbits.com.
I was new to Duelbits and started out by playing some Blackjack on March 17, 2025. I had a lucky streak and had some consecutive wins over the course of 20 minutes. After that, I decided to take a break and make the withdrawal.
That’s when the trouble started: Every withdrawal has been stuck in "processing" since then.
Hours after I initiated these withdrawals, I noticed that I needed to complete KYC2 to continue playing their games. I submitted all the required documents and done the liveness check. However, I didn’t automatically pass KYC2 — support told me to ignore the error message and assured me they’d do a manual review.
Since then, It’s been days now with no resolution from live support or email. I’ve contacted support multiple times, and every time it’s the same response saying that my KYC and withdrawals are still under review.
I'd like to ask their representative here to handle with this situation as soon as they can. Thanks.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li sam dobro razumeo da još uvek niste izvršili nijedno uspešno povlačenje?
Možete li molim vas da nam kažete koje ste dokumente već dostavili i kada ste tačno poslali poslednji? Da li ste dostavili svu traženu dokumentaciju u najkraćem mogućem roku iu ispravnom formatu?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Imajte na umu da Casino.Guru nikada neće tražiti bilo kakve uplate niti tražiti pristup vašim nalozima. Ako neko tvrdi da je Casino.Guru osoblje i traži takve radnje, nemojte davati nikakve informacije.
Jedini legitiman način na koji ćemo vas kontaktirati je putem ove zvanične platforme za žalbe ili putem e-mail adresa navedenih u vašoj niti za žalbe.
Budite oprezni i kontaktirajte nas direktno ako imate bilo kakvih nedoumica.
Dear fretful97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do I understand correctly that you have not made any successful withdrawals yet?
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Da li sam dobro razumeo da još uvek niste izvršili nijedno uspešno povlačenje?
Da, tačno, još uvek nisam izvršio nijedno uspešno povlačenje.
Možete li molim vas da nam kažete koje ste dokumente već dostavili i kada ste tačno poslali poslednji? Da li ste dostavili svu traženu dokumentaciju u najkraćem mogućem roku iu ispravnom formatu?
Dostavio sam Duelbits.com svoju sliku lične karte, dokaz adrese i proveru životnosti. Imam svu traženu dokumentaciju u najkraćem mogućem roku iu ispravnom formatu.
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Sakupio sam svoje dobitke bez ikakvog bonusa.
Hvala na pomoći.
Do I understand correctly that you have not made any successful withdrawals yet?
Yes, correct, I have not made any successful withdrawals yet.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I have provided Duelbits.com with my ID photo, proof of address and liveness check. I have all the required documents as soon as possible and in the correct format.
Did you accumulate your winnings with or without an active bonus?
Hvala vam puno na odgovoru, fretful97. Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, fretful97. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Prvo, želeo bih da vam pružim najnovija ažuriranja. Nakon što sam pre nedelju dana objavio ovde žaleći se na kašnjenje u povlačenju, Duelbits je blokirao moj nalog bez ikakvog objašnjenja.
Sva moja ranija komunikacija sa Duelbits-om sačuvana je samo u njihovom sistemu podrške uživo, kome sada više nemam pristup. Kao rezultat toga, ne mogu da podelim ove zapise ćaskanja ovde.
Zatim, da rezimiramo situaciju:
- 17. marta sam napravio svoj nalog i igrao Blekdžek.
– Istog dana pokrenuo sam tri povlačenja, a sva su zaglavila u statusu „obrada".
- KIC2 prompt je prikazan na veb stranici. Uploadovao sam sve potrebne dokumente, ali ih nisam prošao automatski.
- Predstavnik Duelbitsa me je uverio da će biti urađena ručna provera.
– Uprkos višestrukim kontaktima sa podrškom, nisam dobio nikakvu novost o verifikaciji identiteta ili mojim povlačenjima na čekanju.
- Duelbits je 9. aprila zabranio moj nalog bez navođenja razloga. Više ne mogu da se prijavim na Duelbits.com.
- Posle toga sam poslao nekoliko mejlova na traženje obrade isplata i objašnjenja za zatvaranje računa. Kao i uvek, nisu odgovorili.
U prilogu pronađite snimke ekrana statusa mog naloga pre njegovog zatvaranja, zajedno sa tri e-poruke koje potvrđuju moj zahtev za povlačenje – ali nijedan od njih nikada nije obrađen.
Izuzetno sam razočaran kako je ovaj kazino tretirao novog igrača nakon pobedničke sesije. Hvala vam još jednom na pomoći po ovom pitanju. Molim vas, nemojte se ustručavati da mi kažete koje korake treba da preduzmem sledeće.
Srdačan pozdrav,
Dear Kristina,
First, I would like to provide you with the latest updates. After I posted here a week ago complaining the delay in my withdrawal, Duelbits blocked my account without any explanation.
All of my prior communication with Duelbits was only saved in their Live Support system, which I now no longer have access to. As a result, I am unable to share these chat records here.
Then, to summarize the situation:
- On March 17, I created my account and played some Blackjack.
- On the same day, I initiated three withdrawals, all of which were stuck in the "processing" status.
- A KYC2 prompt was shown on the website. I uploaded all required documents, but did not pass it automatically.
- A Duelbits representative assured me that a manual review would be done.
- Despite multiple contacts with support, I received no update on the identity verification or my pending withdrawals.
- On April 9, Duelbits banned my account without providing me any reason. I am no longer able to log into Duelbits.com.
- After that, I sent several emails to support@duelbits.com requesting the processing of withdrawals and the explanation to the account closure . As always, they have not responded.
Please find attached screenshots of my account status before its closure, along with three emails confirming my withdrawal request - but none of which were ever processed.
I am extremely disappointed by how this casino has treated a new player after a winning session. Thank you again for your assistance in this matter. Please don't hesitate to let me know what steps I should take next..
Hvala vam puno, fretful97, na saradnji. Vašu žalbu ću sada preneti kolegi Branislavu ( branislav.b@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, fretful97, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Žao mi je što ste imali neprijatno iskustvo. Kontaktiraću kazino i potrudiću se da što pre rešim problem.
Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi time kazina Duelbits ,
Možete li, molim vas, detaljnije objasniti situaciju igrača? Zašto je korisnički nalog blokiran/zatvoren? Da li je neki od njegovih dobitaka konfiskovan?
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u mogućnosti da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Ako je potrebno, slobodno pošaljite potrebne detalje i prateću dokaznu dokumentaciju na moju imejl adresu ( branislav.b@casino.guru ).
Hvala vam.
Hello, fretful97,
I am sorry to hear about your unpleasant experience. 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/closed? Have any of his winnings been confiscated?
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?
If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Detaljno smo pregledali žalbu i već smo vam poslali imejl sa dokazima koji opravdavaju našu odluku u vezi sa igračkim nalogom.
Molimo vas da nas obavestite ako je potrebno dodatno pojašnjenje.
Srdačan pozdrav,
Dear Branislav,
Thank you for your message.
We have reviewed the complaint in detail and have already sent an email to you with supporting evidence that justifies our decision regarding the player's account.
Please let us know if any further clarification is required.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Nakon što smo prikupili sve potrebne informacije i detalje od kazina, zatvaramo ovu žalbu kao neopravdanu zbog kršenja uslova korišćenja kazina na nekoliko načina - višestruki nalozi/dosluh, što automatski onemogućava vašu verifikaciju, i korišćenje zabranjene tehnike prilikom igranja i akumuliranja dobitaka (sticanje značajne nepravedne prednosti u akumuliranju dobitaka).
Na osnovu prirode i težine prekršaja, kazino je postupio u skladu sa uslovima koje ste prihvatili prilikom registracije, i mi prihvatamo njihovu odluku.
Ako niste zadovoljni rešenjem žalbe, preporučujem vam da se konsultujete sa organom za kockanje kojim je kazino regulisan ili sa ADR-om, ako kazino to navodi na svojoj veb stranici.
Hvala vam puno, timu kazina Duelbits , na pružanju informacija i saradnji.
Srdačan pozdrav,
Branislav, Kazino Guru
Dear fretful97,
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 - multiple accounts/collusion, which automatically makes your verification impossible, and using a prohibited technique when playing and accumulating your winnings (obtaining a significant unfair advantage in accumulating winnings).
Based on the nature and severity of the infractions, the casino acted in accordance with its terms and conditions you accepted upon registration, and we accept their decision.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.
Thank you very much, Duelbits Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
Automatski prevedeno:
Poslali smo Vam e-mail
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
