DuckDice Casino - Povlačenje igrača je odloženo, račun je blokiran.

Dear sirs

Have a problem with that casino.

After played without issues for months tried to withdraw my balance. It was canceled several times with no reason. After request the reason suport request me to do de KYC. KYC was made without issues.

Tried to withdraw again and got an email from support saying that some terms was violated and my account blocked.

They didn't specify which terms I violated.

Can you help me in that issue

My username on duckdice was [hidden by Casino Guru team]

Thanks.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with DuckDice Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Was it your first withdrawal attempt, or have you made any successful withdrawals before?
• Did you receive a confirmation that you passed the verification before the casino closed your account? 
• Did the casino quote any specific term you breached, according to them? 
• 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,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Natalia.

Thanks for your support.

• the winnings comes from live casino routele and sports betting
• It was not the first withdrawall attempt. I try 3 times but always rejected. After contacting casino support they request to do the KYC
• Yes, the KYC passed succesfully, ID document and selfie validated correctly
• No , they didn't specify which terms I supposed to breach
• No bonus accepted or used

Regards

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 Yolibreolimpic, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of DuckDice Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

As the casino previously stated they will deal with the issue at hand, I have contacted them again and therefore will prolong the timer by a few days, to ensure everything has been done to manage this complaint to be resolved.

The casino has responded and I have provided required details via e-mail. Since the support team is investigating the complaint right now, I will reset the timer once more.

Hello and sorry for the delay.

Based on a report received from our sportsbook provider, we have been informed that the account in question's activity falls outside the acceptable use standards set by the platform. The report highlights patterns typically associated with sportsbook rule violations, including but not limited to arbitrage betting, bonus misuse, or other forms of systematic exploitation. As specified in clause 14.2 of our service agreement, DuckDice reserves the right to terminate accounts that engage in activity deemed to compromise the integrity of the platform. Following a full internal review, your account has been closed. In accordance with clause 14.2.1, you are eligible for a refund of your initial deposit.

So please provide us with your BTC address and transport via our support mailbox.

I would like to thank the DuckDice Casino team for detailed explanation. Much appreciated.

Dear Yolibreolimpic, please let us know once you provide the casino with your payment method of choice.

In response to the statement provided by DuckDice Casino, I would like to formally reject the accusations made against my account.

The casino claims that my account activity falls outside of acceptable standards, citing vague terms such as arbitrage betting, bonus abuse, or other forms of systematic exploitation. However, they have not provided any specific evidence to support these claims.

To be clear:

No particular bet, transaction, or behavior has been identified as a violation.

No proof whatsoever has been offered to demonstrate that my actions compromised the platform’s integrity.

The casino’s message relies on general accusations and assumptions, without presenting verifiable facts.

I affirm that all my activity on the platform was fair, honest, and fully compliant with DuckDice’s terms of service. I find the account termination — without a clear explanation or transparency — to be both unfair and questionable.

I respectfully ask the mediator to request that DuckDice provide concrete and detailed evidence of the alleged violations. In the absence of such evidence, I believe a review of the legitimacy of the account closure is warranted, and I request access to my full account balance, not just the initial deposit.

Please let me know if any additional information is needed from my side.

Dear Yolibreolimpic, I would like to make you aware that Casino Guru does not deal with complaints related to sports betting issues, and cases related to it are usually rejected straight away. However, due to the broad description of the issue and the casino being willing to refund you the deposits, I am leaving the complaint open for now.

Dear DuckDice Casino, can you please specify if the account closure is related to the sports betting rules violation or casino play related issue? Any and all supporting evidence and sensitive information can be sent to me directly at matej.l@casino.guru. Thank you.

Dear DuckDice Casino, can you please specify if the account closure is related to the sports betting rules violation or casino play related issue? Any and all supporting evidence and sensitive information can be sent to me directly at matej.l@casino.guru. Thank you.

The account in question ONLY have sport bets so we can confirm that account closure related solely to sport betting rules violation. The supporting data will be sent to your email directly, Matej, thank you for your time and patience.

I would like to thank the DuckDice Casino for the explanation, as well as providing the internal system screenshot confirming that the account in question was only used for sports betting.

Dear Yolibreolimpic, due to the reasons mentioned above, this case will now be rejected. We, at Casino Guru, do not deal with issues regarding sports betting, as we neither have the capacity nor the scope to determine the authenticity of the match results and placed bets. Thank you for your understanding, and 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 casino-related issues with this or any other casino in the future.