Duelbits Casino - Акаунтът на играча е блокиран.

Hello. First of all, duelbits is where my friend told me to play, then I realised my sibling is also playing online casinos. We decided to open up accounts, he used my code on his account and I used his on mine. So we could share refferals. There was nothing about it in ToS of duelbits. Firstly we used to chat on this website, I got permanently mute, but did not care. After 2/3 years I've got permanently banned with about 750$ in refferals. When I asked support why is it about, they said it's multi-account, so they decided to ban me. Tried contacting them, but they said there is no way of my account getting unblocked ever again, even if I tried to provide all information needed about me and my sibling. The ToS got changed about 1 month ago, then right after my account got banned. The ToS now says "Multiple accounts per household IP/Subnet. If multiple natural persons from the same household wish to access duelbits.com please inform our Support first and complete the verification for each of them. Our Support will gladly assist you in the verification and explain to You everything, that is needed from You." But I did not even get a chance to read it, support did not message me about anything, and when I try to contact them via e-mail, they just say "Account won't be reopened." But the ToS got changed literally month ago, and right after that my account got banned. I can provide all informations needed, that I am a brother of another user on duelbits. Thank you.

Dear SebaLob,

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. Did the casino withhold any real money funds?

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 very much in advance for your reply.

Best regards,

Kristina

My brother had me on his refferal code, that means there is 750$+ in cash in refferals on their website. He was also depositing money and playing on their website, so it's not like he was just holding this cash in refferals, but he was also playing, so yes, they're holding my cash for obviously no reason. You can check their ToS, they updated it 01/04/2023 just right after his account got permanently banned, and still the ToS says, that if we wanted to create more accounts, we had to contact them but support never told us about it, etc. I think you got my point, right? Thank you.

They sent him once an e-mail with saying "Account won't be reopened, due to multi-accounting." So I think you should change the topic from affiliate abuse to multiaccounting or something. Sorry for speaking for my brother, but he told me to keep an eye on it + I know the situation as much as he does 😉

The casino is not communicating with me anymore <-- update.

Thank you for your reply, SebaLob. Did you accumulate your winnings with the referral bonus? Did you make any deposits? Do I understand correctly that you didn't verify your account before the casino blocked you?

Additionally, you have not sent me any communication between you and the casino. Please forward it to me so we can proceed with this complaint.

The casino ONCE replied to me "Your account has been permanently blocked due to multi-accounting and won't be reopened." That's all they said to me, now not replying. Yes, I've made deposits on this account too! Pretty much many deposits, in thousands of $'s. Yes, I had my brother on my affiliate, and it was giving me refferals. Was claiming it and claiming, withdrawing and claiming, but since like 5 months I wasn't doing anything with this account, so there's around 500-1000$ accumulated, sitting on a blocked account. And yes, you understand correctly, I was never KYC'ed on my account before. My brother got KYC'ed on different account, but he's kinda addicted to gambling, so. That's all answers to your questions, please speed it up somehow to make the casino reply. As I said before, their ToS never said anything bout it, but they updated it 1 month ago as I said before with those words " If multiple natural persons from the same household wish to access duelbits.com please inform our Support first and complete the verification for each of them." but only one of those accounts got verificated, my one never got a KYC pending on it. Thank you for your time, hope we can solve this somehow.

Could you please clarify which games you focused on while your account was still active - slots, live casino, sports betting, etc?

Maily I was betting on roulette, house roulette from duelbits, dice which is also a house game and I was playing a few slots maybe like two of them, Fruit Party, Sweet bonanza and Gates of Olympus, nothing else. Was just those games.

Thank you very much, SebaLob, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.  

Appreciate you, waiting for messages.

Dear SebaLob,

I'm sorry to hear about the issues you're facing.

I was surprised to learn that you used a cross-referral scheme, which is prohibited in all casinos. It's concerning that the casino didn't have measures in place to prevent this. Additionally, it appears that you played from the same location, possibly with the same IP address (though not necessarily the same device). This could be a big problem.

I'd like to request the casino representative to look into this matter. Can you please investigate the situation and provide us with an explanation of what occurred?

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 SebaLob,

I have been contacted by a representative from the casino via Skype.

They have provided evidence suggesting that approximately 100 accounts are linked to your account through the same affiliate tag/IP address, along with other supporting evidence.

Would you kindly provide an explanation for this?

We are closing this complaint as unjustified based on the sufficient evidence provided by the casino, which leads us to believe that their decision was correct.