Duelbits Casino - Povlačenje igrača je značajno odloženo.

I would like to report an issue with Duelbits Casino regarding a delayed withdrawal.

My withdrawal request in the amount of $4,391 was submitted on April 18, 2026. As of today, more than two weeks have passed, yet the payment is still pending and has not been processed.

I have contacted customer support multiple times. Each time, I was told that the withdrawal "will definitely be approved," however there has been no actual progress or action taken regarding my request. No specific timeframe has been provided, and no clear explanation for the delay has been given.

I consider this situation unacceptable. Holding player funds for such a long period without transparency or proper communication raises serious concerns about the reliability and trustworthiness of the platform.

I kindly ask Duelbits representatives and/or moderators to review this case and help expedite the processing of my withdrawal.

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Dear madsl132,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Tomas,

I have sent all the requested information and screenshots to your email.

Thanks for your patience and for the information shared with me via email.

• Could you please specify which games you have played and which games led to the most significant winnings in the casino?
• Could you please specify which documents the casino requested from you? Were any of the documents you provided approved, to your knowledge?

Looking forward to your reply.

I've attached a screenshot of the games I've played. This casino hasn't requested any documents from me, they just say, "Your account is being verified, please wait for a response." This happens every time I contact them, even though it's been 35 days since I withdrew my money.

Thanks for the explanation.

• Did the casino conclude the verification since your last post?
• Were you able to withdraw some or all of your winnings?

Please let me know.

I've written to support many times, and they say to just wait for the withdrawal, as it's being verified. They haven't requested verification from me. I've placed all my winnings on withdrawal, but they haven't made any payments yet.

Dear madsl132,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello madsl132,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Duelbits Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Dear madsl132,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Curaçao Gaming Authority (https://www.cga.cw/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S