Duelbits.com falsely accussing me and wont pay out my 4000$

[kalexsuao]

I asked about the KYC, we are both not KYC. He participated once in a tournament at start, but didn't won big (like $25).
I would say if we both did KYC, this would take away the false claim. I even offered them to invite us both in discord chat or something, to show we are 2 totally different persons.
Weird thing is that the option to KYC is turned of for me it seems:

https://ibb.co/jvcnMQYv

I don't know how or why they think I reffed myself, since this is 100% not the case. It seems to me this one is pretty easy to proof its not the case. Beside this, they can not have evidence of it or anything, since its simply not true.

Another update:

I am in contact with one of the other winners on discord. I added him as contact after he asked me if they finally fixed the issue.
He ended 3rd and I ended 1st.
1st prize is 4k, 2nd 2k, 3rd 1k. He received 1k though, instead of 2k. Shouldn't it be normal that he ended 2nd if they removed me from the tournament? Instead they just took that 4k and pocketed it themself.

When they remove or disqualify someone, they don't give the prize to the next place. They just don't pay it out. As far as I know out of the bigger casinos only Duelbits does this. This again shines some light on the intention of their actions.

[bassabarra]

Duelbits did not respond at all to this email I sent them:


---
Hi Duelbits Support,

I’m reaching out regarding the $4,000 I won during your recent promotional tournament. The winnings were correctly credited to my account but were removed shortly afterward with the explanation that I violated the Terms of Service.

Having thoroughly reviewed your Terms of Service (https://duelbits.com/en/tos), I find no clear nor specific provision that would justify the confiscation of fully won and credited funds under a public promotional event. According to your own Section 3.1, you affirm that “users are subject to fair treatment and the integrity of gameplay.” Furthermore, under Section 6, you acknowledge that “Duelbits reserves the right to cancel winnings only in the case of proven fraudulent activity.” I strongly contest that no such activity has occurred, and no concrete evidence has been presented to me.

As you’re aware, Duelbits operates under a Curaçao eGaming license, which means you’re expected to follow fair gaming practices and offer dispute resolution. There have even been recent legal cases (including a Dutch Supreme Court ruling) where Curaçao-based casinos were held accountable for failing to pay out rightful winnings — so this isn’t something that just gets swept under the rug anymore.

I’m giving you a chance to resolve this fairly. If I don’t hear back with a clear explanation or the return of my funds within 1 business day, I’ll take this further by:
 • Filing a formal complaint with the Curaçao Gaming Authority
 • Reaching out to SBGOK (Foundation for Representation of Victims of Online Gaming)
 • Sharing my experience on public dispute forums and watchdog sites
 • Exploring legal options for breach of terms and unfair player treatment

I really hope it doesn’t come to that and that you’ll review this properly. I’m just asking for what I rightfully won — nothing more.
---

I have given them plenty of time and options to solve the case. I am totally willing to provide all information they want and I am totally transparent, the opposite of Duelbits themself.
I just submitted my complain now to casino guru, hope they can shine a light on it all.

[bassabarra]

*** New update ***

So finally Duelbits replied to me via email:

---
Good afternoon,
 
Thank you for your message regarding the removal of the $4,000 credited from our recent promotional tournament. After a full review of your account activity, we are writing to confirm that this action was taken in accordance with our Terms and Conditions, and the decision will stand.
 
Our internal investigation revealed clear violations of Duelbits' Bonus and Promotion Abuse policies, specifically the coordinated activity between your account and an affiliated account that deposited into the same cryptocurrency wallet (0xeC5f1817a8fbA834Fdb444eDC1fffa7544d11242). This constitutes use of a shared payment account, which is a direct breach of our promotional rules.
 
Violations Identified:
1. Coordinated Wallet Use & Payment Method Overlap
Both you and the referred affiliate deposited significant funds into the same destination wallet, strongly suggesting either shared control or coordinated play — both of which violate:
“Promotions are limited to one entry per customer. We only permit one customer to participate from each household address, IP address, email address, same payment account or shared computer.”
(General Promotion & Bonus Terms)

2. Promotion Abuse Clause Breach
The above activity also falls under our abuse provisions:
“Duelbits reserves the right to exclude any player or group of players who it deems abusing any promotion, or for any reason at its sole discretion.”

“If it is discovered that a group of players are using the same betting patterns and are connected via but not limited to location, banking pattern or IP, Duelbits reserves the right to confiscate bonus winnings and/or deposit.”
(Bonus and Promotion Abuse Terms)

 
Our Right to Act:
Duelbits explicitly reserves the right to withhold or cancel winnings that stem from any abuse, coordinated activity, or manipulation. Furthermore:
“Any account found to be directly engaged in fraudulent activities or associated with accounts involved in such activities shall be disqualified from participating in future promotional offers.”

“In the event of any dispute, the decision of Duelbits will be final.”

 
Compliance with Licensing Requirements
We understand your concerns regarding licensing and regulatory standards. We assure you that all actions taken are consistent with the Curaçao eGaming guidelines, our internal fraud prevention protocols, and our commitment to maintaining a fair gaming environment for all participants. Full evidence of the violation is documented and available for regulatory review if formally requested.
 
While we acknowledge your disappointment, the removal of tournament winnings was a direct consequence of clear, documented abuse of our promotional system. We will not be reinstating these funds, and this decision is final.
 
Kind regards,
 
Duelbits Head of Support
---

The wallet the mention is the hotwallet of cwallet.com: 0xeC5f1817a8fbA834Fdb444eDC1fffa7544d11242
They have million of users, and I am pretty sure Duelbits is aware of that.

Next false reason they give is that we have used same bettingpatterns.
I asked the person who reffed me, he has barely played there and didn't even participated in this tournament, so idk what they are talking about.

[kalexsuao]

*** New update ***

So finally Duelbits replied to me via email:

---
Good afternoon,
 
Thank you for your message regarding the removal of the $4,000 credited from our recent promotional tournament. After a full review of your account activity, we are writing to confirm that this action was taken in accordance with our Terms and Conditions, and the decision will stand.
 
Our internal investigation revealed clear violations of Duelbits' Bonus and Promotion Abuse policies, specifically the coordinated activity between your account and an affiliated account that deposited into the same cryptocurrency wallet (0xeC5f1817a8fbA834Fdb444eDC1fffa7544d11242). This constitutes use of a shared payment account, which is a direct breach of our promotional rules.
 
Violations Identified:
1. Coordinated Wallet Use & Payment Method Overlap
Both you and the referred affiliate deposited significant funds into the same destination wallet, strongly suggesting either shared control or coordinated play — both of which violate:
“Promotions are limited to one entry per customer. We only permit one customer to participate from each household address, IP address, email address, same payment account or shared computer.”
(General Promotion & Bonus Terms)

2. Promotion Abuse Clause Breach
The above activity also falls under our abuse provisions:
“Duelbits reserves the right to exclude any player or group of players who it deems abusing any promotion, or for any reason at its sole discretion.”

“If it is discovered that a group of players are using the same betting patterns and are connected via but not limited to location, banking pattern or IP, Duelbits reserves the right to confiscate bonus winnings and/or deposit.”
(Bonus and Promotion Abuse Terms)

 
Our Right to Act:
Duelbits explicitly reserves the right to withhold or cancel winnings that stem from any abuse, coordinated activity, or manipulation. Furthermore:
“Any account found to be directly engaged in fraudulent activities or associated with accounts involved in such activities shall be disqualified from participating in future promotional offers.”

“In the event of any dispute, the decision of Duelbits will be final.”

 
Compliance with Licensing Requirements
We understand your concerns regarding licensing and regulatory standards. We assure you that all actions taken are consistent with the Curaçao eGaming guidelines, our internal fraud prevention protocols, and our commitment to maintaining a fair gaming environment for all participants. Full evidence of the violation is documented and available for regulatory review if formally requested.
 
While we acknowledge your disappointment, the removal of tournament winnings was a direct consequence of clear, documented abuse of our promotional system. We will not be reinstating these funds, and this decision is final.
 
Kind regards,
 
Duelbits Head of Support
---

The wallet the mention is the hotwallet of cwallet.com: 0xeC5f1817a8fbA834Fdb444eDC1fffa7544d11242
They have million of users, and I am pretty sure Duelbits is aware of that.

Next false reason they give is that we have used same bettingpatterns.
I asked the person who reffed me, he has barely played there and didn't even participated in this tournament, so idk what they are talking about.

It's funny how these casinos refer to this type of behavior as fraud when the player has played within the rules of the promotions and the site. They are just not happy the player is winning and proceed to call this "fraud". The real fraud here is Duelbits or any other casino or people condoning this type of behavior from casinos.

[bassabarra]

Beside they just took my 4k out of my balance I feel very insulted and slandered by duelbits.com.
If this case gets solved and it will prove that Duelbits.com was in the wrong, I not only want the correction of the 4k they unjustly took, but I also demand their sincere apology for falsely accusing and defaming my name based on incorrect and stupid assumptions.
It is one of my core values to be honest and straight, and I am angry they put me in a spot like this.

The say they do this for this reason:
'maintaining a fair gaming environment for all participants'

I don't see how taking 4k from a legit participant based on false arguments and pocket it themself and not even give it to 2nd winner etc is in line with this.
It's totally nonsense, and as you say, they are the ones committing fraud, making it a very shady environment for players.

[Mahdirakib]

The wallet the mention is the hotwallet of cwallet.com: 0xeC5f1817a8fbA834Fdb444eDC1fffa7544d11242
They have million of users, and I am pretty sure Duelbits is aware of that.

Judging from the funds and the transaction history of that wallet, it is indeed belongs to a wallet or exchanger. The addressed isn't labelled by the wallet team on ETH and BNB chain. Still, it is easy to verify that the address is used as a hot wallet address of a platform. This is strange that 'Duelbits head support team' has done the investigation and made the decision by following the deposits which came from that address. Perhaps, they made the investigation in a hurry without giving a deeper look into the address.

Anyway, kindly upload the screenshot of the support email for clarity.

[bassabarra]

Hi,

The email was exactly like I copy pasted it:

https://ibb.co/zWg66sKC

[bassabarra]

*** New update ***

Duelbits.com asked me to sent my cwallet history in PDF. The export doesn't support PDF as export so i converted the xlsx to PDF.
Then they accused me for removing txid's from it, which again isn't true and a false accusation.
I think I should not even have sent it to them, its my private information, and I don't have a clue what they want to proof with it against me, they already have all depo's and withdrawals from their platform including the txid's.

After that I sent the export from depos/withdrawals to duelbits.com again, and its the last time I offer them more information. I am really annoyed to do stuff and have to defend every lie they make up.
I also mentioned to them about their annoying attitude towards me. They are the ones accusing me based on some false arguments. They clearly linked my account to another by comparing the cwallet hotwallet.
It seems they are not hindered by any knowledge and not able to correct their own mistakes. Instead they make up new false accusations towards me for having removed some txid's etc, which is not true.
And again obviously without proof, since its not true there cannot be any proof either.
Instead of giving me some solid true proof for the things they accusing me of, they force me to give more information and proof that their false accusations are not true. I think this is not the way it normally should go. I personally, if I accuse someone, I make sure the facts are right before even doing so. If I might have made a mistake, I take back my accusations and offer them my apologies. Duelbits.com seems to not care at all how it must be to me to kept being accused falsely over and over again, instead they keep pushing it more and more with other non valid stuff they make up and make me do even more effort.

[just4kicks]

Have they even shown a little smirk of intention of paying you?
By the looks of this, they are trying to weasel their way out of everything. Really really big red flag.

[nutildah]

The wallet the mention is the hotwallet of cwallet.com: 0xeC5f1817a8fbA834Fdb444eDC1fffa7544d11242
They have million of users, and I am pretty sure Duelbits is aware of that.

Next false reason they give is that we have used same bettingpatterns.
I asked the person who reffed me, he has barely played there and didn't even participated in this tournament, so idk what they are talking about.

Yes you are correct -- I just came upon this address today while researching something else and its definitely an exchange address. If their entire case against you hinges on the fact that they believe this is your address, then that's not cool.

Its been a few days since you last posted -- are there any updates on your case?

[bassabarra]

No further updates then waiting on the reply of duelbits to casinoguru so far:

https://casinoguru-en.com/duelbits-casino-player-s-winnings-have-been-confiscated

But thats exactly my thought: it is easy to see its a hotwallet. So after noticing that, why they still treat me like someone who multiaccounting/using same wallets. Why is there still not a payout at all, since their argument is simply false and easy to proof it is.

[bassabarra]

Latest update (this case is ongoing for more then 3 months now):

It seems Duelbits won't pay back the 4k they stole from my account. Casinoguru is on my side (since Duelbits was not able to show real evidence and most likely this case get the status 'unresolved against the casino'.

The whole case can be seen at:

https://casino.guru/duelbits-casino-player-s-winnings-have-been-confiscated

It is pretty concerning to me that a shady and scammy casino like Duelbits seems to be able to do whatever they please and get away with it, without taking any responsibility for it.

I got an offer of someone who is following this case to make it be more widespread on different social media platforms and make people aware of Duelbits practices. Guess this is next step I will take.
It is not even about the 4k anymore, but a principle that it should not be accepted if a casino acts in such way.

Best regards.

[bassabarra]

So the case is closed now by casino.guru.
Even though their verdict is in my favor (Insufficient evidence from casino) Duelbits won't pay back the 4k they took out of my balance.

Beside the fact Duelbits steals money from clients and don't take any responsibility for it even when a 3rd party confirms it was not a legal act, it not only makes me wonder about this shady/scam company Duelbits, but in general too.

It seems we have to accept that any cryptocasino can do whatever they please, legal or not, and don't have to take any responsibility at all?
I think this is a really concerning thing, we deposit and play with allot of money and basically have to hope the won't scam us? Fingers crossed they won't feel like to steal our money?

[just4kicks]

So the case is closed now by casino.guru.
Even though their verdict is in my favor (Insufficient evidence from casino) Duelbits won't pay back the 4k they took out of my balance.

Beside the fact Duelbits steals money from clients and don't take any responsibility for it even when a 3rd party confirms it was not a legal act, it not only makes me wonder about this shady/scam company Duelbits, but in general too.

It seems we have to accept that any cryptocasino can do whatever they please, legal or not, and don't have to take any responsibility at all?
I think this is a really concerning thing, we deposit and play with allot of money and basically have to hope the won't scam us? Fingers crossed they won't feel like to steal our money?

I understand this takes a lot of energy and time to file these complaints and the witch hunt is real, but what was duelbits final say? Like casinoguru was in your favor and they still said fu - we will not pay?

[bassabarra]

Not even that. No reply at all, no payment.

[just4kicks]

Maybe mister @holydarkness can take a quick look, feel free to dm him - he is a decent guy.

[holydarkness]

Maybe mister @holydarkness can take a quick look, feel free to dm him - he is a decent guy.

Umm no, much that I want to lend my hand on this matter, I unfortunatelly can't. Duelbits requested me to get the player directly communicate with them and refuses to discuss matters with me as a bridge, even with the player's consent.

[just4kicks]

Maybe mister @holydarkness can take a quick look, feel free to dm him - he is a decent guy.

Umm no, much that I want to lend my hand on this matter, I unfortunatelly can't. Duelbits requested me to get the player directly communicate with them and refuses to discuss matters with me as a bridge, even with the player's consent.

damn, that sucks? you have any other ideas? as you can see OP's case is ruled in his favor by casinoguru? What would you do?