Topic: [SOLVED] Duelbits Casino does not want to confirm my KYC - withdrawal not paid (Read 813 times)

Thanks for your advice

https://bitcointalk.org/index.php?topic=5418076.new;topicseen#new

The issue from the person who created this thread has been resolved, so it makes no sense to continue discussing your case here.
You need to open your own complaint and explain the situation there properly, posting all the proof you have as well.

Check out the Scam Report Format because it provides good guidelines of how to do it. 
https://bitcointalksearch.org/topic/scam-report-format-use-it-to-make-scam-reports-properly-260073

I suppose you were not communicating with a bot that is in some live chats. What vague answer did they give you exactly?

Meanwhile is your account still in a normal condition? like not blocked from performing certain actions?
I would hate being in such a position where I am in the dark of what's going on. At least they should tell you it's some sort of Standard Operating Procedure.

only they can properly answer that.

it might be, but for them, it's probably a protocol. if they ask you for KYC it might even become longer.

anyway, I wish they(and other gambling sites) would communicate better with their gamblers when issues like this arose, giving only vague answers can really trigger anxiety or can be frustrating especially if it involves a sizable amount of money.

I'm running into a similar issue at the moment with duelbits.
I played for a couple of days and the withdrawal is still showing as "processing" after a full day (about 30 hours)
The live support team are just giving me vague answers providing absolutely no updates nor eta.
I asked if they needed kyc info and offered to provide any further information to speed the process.
I asked if the amount triggered the flag for withdrawal since it was over 15k. Of course they couldn't answer.
I know it took over a week for OP so I'm not too alarmed yet, but what do they need to check exactly?
Anything over 12 hours to check my account or transaction seems a bit excessive.

Case closed. Thank you for updating us.

Yes you are right, in order to avoid confusion there needs to clarity and consistency too from all gaming/betting websites but they operate differently. I asked myself the same question about the KYC but in the end only Duelbit can comment on that. We just do not know what specifically it was that triggered their investigation in to the OP but it has been resolved but it must have been something important otherwise they would not have taken steps to freeze withdrawals for such a small amount.

Maybe time to lock this thread?

First of all, thanks for all the support. I can confirm that Duelbits has paid me.

However, I must admit that I did not like how this "investigation" was conducted. Today's casino sites give themselves too much right to do what they want, especially since Curaçao licenses and the like can be obtained so easily.

There are no transparencies. They lock your account just like that, and don't pay you for 10-15 or more days. It doesn't matter to them how urgent that money is for you. Also, communication between the security team and customer support is terrible. Customer Support provides irrelevant answers at every opportunity, they cannot provide any information. I don't see why they exist then.

I hope that in the future as few users as possible will find themselves in a situation similar to mine Thanks one more to everyone for support.

I can understand the need of sportsbooks to check if matches of small leagues are not fixed, but why doing it in such a non-transparent way?
They can't clearly display this information on the website? Why it has happened when the user has tried to withdraw his funds and not before? Winnings should have been frozen in balance in first place and not being available to be withdrawn IMO.
I also don't understand in which way requiring the KYC of the user is helping them to investigate that, it hasn't changed anything here after the KYC has been verified. Moreover according to sale2000 they told him the issue was with his KYC but not with the bookmaker. More transparency is welcomed in such cases.

Glad to see this case getting resolved.

OP should perhaps mark the title of this scam accusation as solved after withdrawing his money.

I though maybe this strategy is prohibited by some gambling sites if one was using the same sports book. If one is using different sportsbooks, how would they know that the person is arbing?

Hi sale2000,

The investigation from the Sportsbook provider has been concluded & your withdraw has been processed.

Thank you for your patience.

This strategy is called arbitrage betting, or arbing. Although bookmakers often react ambiguously to arbing, many take action to detect and restrict it because they consider it a risk to their business. While multiple bookmakers might use the same security company to detect unwanted gamblers, I don't believe it matters if he uses the same username on multiple platforms because they use special algorithms that analyze a number of parameters to detect whether a player is arbing or not.

@logfiles Thank you. My situation now is something like in the novel 'The Trial' by Franz Kafka.

@slow death Definitely not cheating or fraudulent behaviour. Two casinos have nothing to do with each one. Nobody can tell you where to place bets. Casino have option to accept your bet or not to accept it. Specifically in this case, I've placed other bets in other bookmakers as they were not available on Duelbits, or other bookmakers had better odds. But even if they were. The decision is up to me where I will bet.

this is a question that I have been asking myself every day, and today, taking advantage of your case, I will also be able to clear this great doubt I have:

If you bet on game Z at Duelbits, and went to bet on the same game at another casino, and also bet on the same game at another casino

Can this not be considered cheating?

I think this is what the Sportsbook Provider is looking into, but I would like to know if you have the same username on the 3 sites you have placed bets on the same game?

I know investigations can be a complex process but is there an ETA by which OP should expect a verdict to be reached. You know how hard it is to be patient without knowing when exactly something will be done.

What an unpleasant experience especially when you know you did nothing wrong. I don't think they would try to ruin their reputation for $1,200 and I do really hope this case ends where everyone leaves happy.

Thank you for the information regarding the winning bet. I hope you and/or Duelbits post here soon with an update regarding the situation but they have made it clear they are investigating your account and it will take time. I hope this matter is resolved soon.

Here is the image linked correctly in your previous post in order for it to appear correctly:

I won football (soccer) bet. 300$ staked on odd 4.25. As the season in football is ended in most of countries, in that moment at live-betting offer was just like 3-4 matches. And I had to choose between these 3-4 live mahtces. I've decided to bet on Brazilian league. I've bet to team who lose 1-0 in that moment will win at the end of the match. And after my bet my team conceded goal for 2-0..

I thought it's over for me. And then my team scored 3 goals, and match finished 2-3. My other 2 bets at same match at other bookies were lost (I was betting under 3.5 goals, home to score under 1.5 goals etc). So, instead of getting paid my winning bet, I get minus on another bookie where I lost 600$ at other 2 bets at same match, and not getting paid on winning bet at Duelbits XD So, imagine..

Screenshot of bet at Duelbits: https://ibb.co/R4bRyRz

well despite the good news that the OP account is already verified, it seems to me that we will still see a lot of drama and accusations around here until the whole problem is resolved.


can you tell what games you were betting? days ago I read an article where it said that in sports betting it was difficult to cheat, if you are betting on sports betting then I am curious how it would be possible to cheat, if you are playing these casino games then maybe it is possible to cheat, although there are few cases where people cheat and not get caught

@duelbits Thanks for veryfing my KYC. Bet I’ve placed at your bookie is not a fraudulent activity by any means. On the same match, at other bookmakers, I had losing bets, and none of them told me that it was a fraudulent activity. My betting tactic is based on betting big odds, today I had total of 4 bets at another bookmaker, minimum odds 3.00 and all 4 were losing. And when I won such bets with big odds, no one ever told me that my behavior was fraudulent. First time with Duelbits.

Or maybe I didn't understand what the problem is actually?

I hope to get my money soon. In case you don't pay me money under the pretext that my activity is fraudulent, it would be tantamount to a scam from you. Under this pretext, you will not pay any other user who wins money. Everything that is not in your favor can be fraudulent activity. Really don’t understand. If other users want, I can share my bet with them.

Good to see you again... welcome back to the forum  

I thought this must have been something related to an issue such as you mentioned, I am glad to read your reply because the OP did not explain in detail why KYC was requested.

I do hope this will be resolved in a timely fashion but your investigations could take time especially when third party game providers are involved and there is a lot of communicating between multiple parties in an attempt to ascertain the truth. The OP has to remain patient until you contact him with an update.

If it transpires fraudulent activity did not take place I am sure Duelbits will allow the OP to withdraw the $1275 and offer an apology along with maybe with some bonus add-ons. If it transpires fraud did take place I guess what you wrote in your reply below will take place.

duelbits, would be able to post in this thread and shed some light on what is going on there with the second allegation against Duelbits: duelbits.com scam me 16K USD with big proof

Hi sale2000,

We are glad to inform you that your KYC has been verified. The delay in your withdrawal being approved has been due to our Sportsbook Provider witnessing irregular betting patterns on a match that you placed a bet on and are currently running an investigation via their Integrity Unit. We will keep you updated as per the outcome of the investigation and in the meantime the withdrawal function will not be made available. Please be aware that Duelbits does not condone fraudulent activity on our site and we reserve the right to ban and hold funds from players who participate in this type of behaviour.

No problem mate, don't worry


That's better  Although I would have addressed him as "Sir Hhampuz", but being thankful is enough already in my opinion, no problem.

Sorry for not replying last day or two. First of all, withdrawal is still not processed. No feedback from them. I didn’t use any bonuses.

@Hhampuz first, thanks for your response. Appreciate that. UID of my profile: 9defa589-5f05-589b-9622-5400e90866c3

I am actually very surprised this happening to me with Duelbits, as I am chosing casinos based on reputation here on forum. Hope Hhampuz will help me to get my withdrawal.

If any more questions, I will reply.

@sale2000 have you seen this message? It's very impolite of you to not have answered it since yesterday. Hhampuz is giving you the opportunity of actually getting paid on one of his promoted platforms. And now you don't answer? And remember, he doesn't have to do this, he is just doing this service to you for free, so follow the protocol and be respectful of Hhampuz when you communicate with him, and do it quickly.

As an example of what to say, you have this one:

This will be unacceptable. They will not do that considering the reputation they have. So please don't imagine something that will not happen.

Did you use any promotion like deposit bonus?

If you do not know the case here then why would you say so and trying to accuse them for the same (indirectly).

Why can't you take heat back when you constantly heat others? Weirdo 🤣

Crypto casinos do not want to imply KYC/AML unless they have some alerts. After all crypto should be accessible for all. When there is any alert then they do it so that they can confirm the same user is not exploiting their system with another accounts. It always do not help though. But at-least does some filtering.

As you said TrustPilot is not always trustworthy but when I have time I will check the link to see what is being said. I am sure it would make an interesting read.

We do not know why KYC was requested and we do not know if Duelbits are waiting for the game provider to confirm no vulnerabilities existed or were exploited. As the OP has not given the full story and the Duelbits forum representative has not been online here for 20 days therefore has not given their side of the story, it is hard to understand what is going.

The other thing here is that the OP has not given the full chat either:

Please set alarm reminder for this event.
I can't wait for 28 days to pass in one of this cases to see if something is resolved or not.
Now I don't know if I will be able to sleep at night knowing that one more ''expert'' is having me on ignore thinking that I like creating drama  
I guess when you are trying to fix something and finish the argument between people this is not normal behavior for someone who thrives in that environment.

I have dkbit98 on my ignore list along with a few others that do not deserve any of my time therefore I only read what he wrote after you quoted him. He is following Royse777 school of misdirection by stating something different to what I wrote. They both along with a couple of others bold some text and make a big drama out of a non-issue to seek attention

For clarification, 8 days is not too fast to start a complaint. If a member of this forum feels they should make a thread with a complaint they should do it whenever they want. I never referred to this thread as a complaint, I never typed the word "complaint".

My recommendation to the OP was and still is that in my opinion calling it a scam allegation after 8 days was premature. In his opinion it is not premature and that is his right to have his view as it is mine to have my view. Here is what I wrote:

In my opinion if 8 days after sending KYC the verification process is not complete, it does not constitute a scam allegation regardless of the amount being discussed and regardless of the casino/gaming website brand being discussed. I hope this gets resolved within the next couple of days for you and in your favour.

Do you think you would have a better experience somewhere else? This is a common practice of all online bookmakers/casinos because they obviously save on people who could speed up the process - why hire 10 people who do client verifications if 2 or 3 people who work 12 hours a day/7 days a week can do it?

For me, it is completely unacceptable that the KYC process is requested only after withdrawing, but it should be mandatory before the first deposit, which would prevent such situations.

TrustPilot is not always something that can be completely trusted, but lately there have been a lot of dissatisfied clients...

https://www.trustpilot.com/review/duelbits.com

That's a great initiative and it could be a big help to the OP.
You're the only way or a bridge to reach out to the Duelbits owner or it might be any of their department staff that can handle this issue regarding the withdrawal of funds, not their live support.  Looking forward that soon this gambling casino will fix this issue because so far, I didn't heard negative issues about them.

Yeah, it needs an evaluation team since OP waiting for the KYC verification result.
I think it's a different case between you and in the OP.  This means OP can't execute withdrawal to proceed because of the KYC level issue.

This is the standard protocol for customer especially if they really don’t have exact answer about the issue. This kind of decision making is handle by security team and not by the live support that usually saying that same generic name. This issue is indeed starting to escalate with same problem. I don’t know exactly what’s happening but I just successfully withdraw my balance on my last week session without any problem although my balance is not that huge compared to the OP.

I hope will share full transparency of the reason for holding the withdrawal.

I missed this.   Jolly says that 8 days is too fast to start a complaint.
If 8-9 days is too few, here is another very similar case but 25-26 days old (at the moment)  duelbits.com scam me 16K USD with big proof
I would say, it a very similar to sale2000's case from this thread. that it is no longer an incident.


you will probably get the same generated answer, that they know about the case and that they will solve it sometime. Perhaps you could emphasize to them that the matter is becoming a little more serious and it is necessary for them to come and give direct answers, not uniformed.

Would you mind sharing your duelbits UID (https://duelbits.com/profile?tab=settings), and I can forward this to my contact at Duelbits to see if they have any info to share with me?

Can you even use Duelbits casino without kyc or not?
It seem funny to ask someone for verification for this low amount.

Oh really?! That is weird coming from you.
He can't withdraw his money for 8 days from his account and you don't consider that anyone should create topic about this?!
He didn't accuse them for scam, just stated the facts how their support is sending same generic answers and not giving him any information and his money.
This totally deserves to be posted in public, unless someone is bias for some reason.

Hey Sale, what did you bet on out of interest? There must be good reasoning behind this.

I think there should be and it should be the withdrawal must process.
If they will not solve this, it's unprofessionalism that can result in to ruin of their reputation.

Since the forum representative account of Duelbits wasn't active since July 1st why not just try to approach the signature campaign manager (Hhampuz) of Duelbits casino.  He might have personal contact with the owner or it might be any higher staff that will help you to fix this problem.  Because 8 days, seems enough time to fix if there's a sort of investigation regarding the big winning or if you violate the term of use, then that's a problem that will never be fixed.

I assume that there is no change here?

it's very strange, it's not even a big amount but however, this is already too long a period and there is no justification for it. Also, not having a time limit for solving a situation like this is absurd.
As I see the representative account of duelbits is inactive from 1st July, perhaps there is a logical explanation like holidays, for example. it is certainly completely unprofessional.

OP, I suggest you wait for a max of two weeks (14 days is quite enough for all eventual checks) then you need to create a flag on their account and ask for support from the forum community.

After 8 days, account is still not verified, withdrawal not processed. Unbelieveble.

Welcome to the forum, I hope you enjoy your time here and when this issue is resolved you stay and continue to be a part of the community.

Thank you for posting about this issue.

I am wearing a Duelbits signature therefore I have a moral obligation and ethical duty to take an interest in it, to understand what you claim has happened and to understand from their side what they claim has happened. There are several things that can be said...

The Duelbits forum representative has not been online since 1sy July 2022 therefore under usual circumstances one would have to wait for the representatives to post about it to hear both sides of the story, however, in this case your screenshots are sufficient enough to come to understand their side.

According to your screenshots, Duelbits are stating their compliance team is looking in to this. Granted, they might have some technical or administrative issues which they have not (or do not want to) elaborate on but is this an actual scam allegation at this stage?

I think you should have waited a little longer before claiming their delay in dealing with your particular case was a scam. Calling it a scam allegation at this stage seems premature to me.

I have a golden rule, I will never send KYC to any website regardless of their reputation therefore I can understand your reluctance.

Highly unlikely they will not complete verification within 6 months. Stay positive, hopefully they will have this sorted out within a couple of days.

To me these are facts thus far as I have interpreted them:

You signed up to their website and won $1275 on your first bet then wanted to withdraw the winnings but were unable to. All this happened on 10th July 2022. For reasons not yet known they asked you to verify your account and you reluctantly sent KYC within 15 minutes of them asking. After that, you are on to nearly day 8 of you waiting for them to allow you to withdraw your $1275 winnings.

In your chat with Duelbits, they advised you to not contact them (as it was not going to expedite the process of you being contacted by their compliance team) and they stated there was no time-frame on how long the process could take and mentioned their verifications process was in line with legal requirements.

Did you ask Duelbits which legal requirements they were referring to?

Did you ask Duelbits what was it that triggered their request for the KYC?

We simply do know why they wanted extra verification for such a tiny amount as $1275 but since you have no previous history with them and you won on your first bet and maybe only bet, maybe they want to receive confirmation from their security team that:

- a vulnerability did not exist which may have been exploited in the game you won
- maybe your IP address what it triggered their security alert
- maybe the address you sent your crypto from alerted their security team

In my opinion, $1275 is such a tiny amount for a reputable gaming/gambling website they would never even dream of scamming anybody for such a miniscule amount therefore there is something else probably going on behind the scenes related to you and your win.

Others can express their views, some already have and I would like to too. For me, they have covered themselves for a maximum of 28 days (from 10th July 2022 onwards) by simply stating their compliance team will contact you regarding to completing their addition verification checks. If within 28 days if they do not get in contact with you either to state the verification is complete allowing you to withdraw $1275 or on the contrary state you failed the verification and you will not be allowed to withdraw the funds due to such and such issues, then by all means chase this by contacting their support team again and post full details here so forum members can see what is going on.

In my opinion if 8 days after sending KYC the verification process is not complete, it does not constitute a scam allegation regardless of the amount being discussed and regardless of the casino/gaming website brand being discussed.

I hope this gets resolved within the next couple of days for you and in your favour.

Thank you. I was not aware of it, I will also look at that thread and post there when I have time.

Yeah, I don't think this is the case here either.


I also agree with this, what happens is that six days seems to me an excessively long period of time for them to make a verification, nowadays in certain exchanges and fintechs they make almost instantaneous verifications.

Sale2000 provided screenshots that suggest he cannot use his funds until his KYC verification and withdrawal have been approved. There are casinos that deliberately delay withdrawals so that the user will continue to gamble and possibly lose his money, but I don't think that's the case here.

@sale2000, I think it is best to wait for an answer from the casino support and not to question them again about your case every day. I know it can be frustrating to wait for your money, but that is what you agreed to when you decided to use their casino.

I don't know. Made deposit of 300$ and later that day wanted to withdraw entire account balance of 1275$. Account is now on 0.

You should try asking about you case in their official thread ( Duelbits.com | Casino & Sportsbook | Earn up to 50% rakeback | VIP |)as it might bring some extra attention to your case. Their account hasn't been online for 2 weeks now so it might take some time to get any reaction from them.

By the way, there is another relatively similar case going on at the moment and it seems like their verification can last for quite some time https://bitcointalksearch.org/topic/--5405780

I'm not so sure about this, especially if people don't protest. Someone conspiracy theorist might think that by statistics casinos know that if withdrawals are delayed, those who request them end up betting and losing the money they had requested to withdraw. At least that is how it has been in other cases.

sale2000, are you able to bet using those funds or are they frozen until they verify the KYC docs?

They do have a reputation here but they also have a compliance system that checks activities and accounts, I don't think it will drag on for half a year, if I'm a casino operator with good standing in the community I want this to resolve in the fastest possible time, they have a different department to deal with, so all you can do right now is to follow up concern from time to time, I'm sure it will be resolve and it will not take long.

It surely sucks having to wait for that long with no exact answer on when the verification will be completed. I am still positive you will eventually be able to withdraw your funds once the verification is done. In a mean time, try to contact their forum representative for some answers -----> duelbits

I'm re-uploading the images for everyone to see, they have already stated that they have no specific time frame for their withdrawal verification, could be that your account is questionable, there are already thousands of withdrawals and more coming if the account is proven to be clean and no violation you'll get your withdrawal, like Acroman stated its not only Duelbits it also happens to other casinos, so extend your patience until it is resolved.

I know it might be frustrating that you have to wait for 1 week or perhaps more but KYC verification can sometimes take a while(not sure why though). I've seen a lot of gamblers complain here in the forum about the time it takes for the gambling site(not just Duelbits) to verify their documents. so I am not surprised about this but I hope gambling sites would communicate more to their gambler about the progress of their verification.

I'm a new user on this forum, and I'm not happy because my first post is in the topic Scam Accusations.

After six days of waiting, I saw no other option than to open a topic here. I think it is quite frivolous to keep the user on hold for six whole days, and not pay him his money.
I created an account on Duelbits, played the first bet which was a winner and tried to withdraw my money. After that they asked me about KYC. July 10, 2022.

Although I don't like to leave my documents on various sites, but I had no choice. I had it done within 15 minutes. Six days later, the money has still not been paid. It's $1275.

Whenever I asked them if KYC was confirmed, I would get the same generic answers from Live Support. They don't know anything, I need to be patient, they don't know when it will be finished, there is no ETA.

Given that Duelbits has a pretty good reputation on this forum, I think that their behavior like this is very frivolous and unacceptable. If there is no ETA for such things, they can drag this out for half a year.

I would like your help and advice, what to do in this case. Is there anyone here who can help me?

Screenshots:

https://ibb.co/2ZqQxD1
https://ibb.co/b2zDKF4
https://ibb.co/G0p63G6