Duelbits Casino - Igrač ima odložen proces verifikacije.

I made a few bets and wanted to withdraw some money, but they gave me verification, I wanted to go through it through sumsub but they refused and told me to write to the mail, I did it there they said to wait 24 hours already passed 2 days so I'm writing here because I don't like to wait

Dear nikonlolpipi408,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re facing.

Please understand that KYC (Know Your Customer) is a crucial and necessary process to ensure that funds are sent to the rightful owner. Since casinos cannot physically verify the identity of each player, this process is their way of safeguarding both players and the casino. It’s also important to note that no licensed and reputable casino takes KYC lightly, so it may take a few working days to complete the verification.

• Could you kindly advise which documents you’ve already submitted and when you sent your most recent one?
• Did you send any identity documents via email to the casino for verification?
• Have you undergone the SumSum verification process at any other online casinos?
• What types of games have you been playing?

I hope we can assist you in resolving this issue as quickly as possible. Thank you for your cooperation, and I look forward to your reply.

Best regards,

Veronika

I threw in all the paperwork they asked me for a day ago.

They said they'd review the ones I sent them through sumsub.

Sumsub rejected all the documents I submitted even though I submitted exactly what was required of me.

Casino, sport

Could you please forward me the documents that have not been approved by the casino? My email address is veronika.f@casino.guru.

Also, kindly forward me all the communication between you and the casino regarding the verification of your account.

I sent

Thank you very much, nikonlolpipi408, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello nikonlolpipi408,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Duelbits Casino to join the conversation.

Dear Duelbits Casino,

I would appreciate your clarification regarding the reasons why the documents and images submitted by the player have been considered inadequate for the KYC process. Our review did not uncover any significant discrepancies in the player documents that have been provided to us. Please forward the report from your team or sumsub to me at michal.k@casino.guru

Good afternoon,

The delay in processing the withdrawal was due to the player's initial inability to provide the necessary details to complete KYC Level 5, specifically the Source of Funds verification. As part of our Anti-Money Laundering and KYC policies, we are required to conduct enhanced due diligence on certain accounts, ensuring compliance with regulatory standards and protecting the integrity of our platform.

Our team provided continuous guidance to the player throughout the process, and after multiple attempts, they successfully submitted the required documents. Following the completion of the verification, the withdrawal has now been processed, and the player has been informed accordingly.

We appreciate your cooperation in ensuring responsible gaming practices and regulatory compliance. Please let us know if any further clarification is needed.

Best regards,

Dear Duelbits Casino,

Thank you for the clarification.

Dear nikonlolpipi408,

As per the casino team's response, your withdrawal has now been processed. Please confirm receipt of the funds so that I can proceed to close this case accordingly, or let me know if you need assistance with anything else.

Dear nikonlolpipi408,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear nikonlolpipi408,

While the casino team has confirmed that the funds have been disbursed to you, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.

Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru