Hmm, there may be separate teams, but it is not acceptable to put the burden of coordination failure on a customer. It may be Support, Compliance, Risk Management are separate department. But in my view they are all part of same casino. Victim does not know their internal organogram nor is it his responsibility to know. He deposited his money to Duelbits, not to a specific employee. Any internal employee should know that if someone complain against his company, which department or authority is responsible for handling it.
I have been playing at this casino for a long time, payout is very smooth, rakeback is also very good. I have not faced any problem so far. Although I have never hit such a big win
However, as far as I know, there may be a withdrawal delay after a big win. This may be due to their AML policy. From what I understand from the chats of the support team, they are very sincere, they may be trying their best but they may not be given enough backup from the higher authorities. Maybe support employees also do not understand what to do in this situation.
If you look at their monthly budget for promotion on the forum, it is clear that there is no point in ruining their reputation by withholding this small winning from the victim. They spend several times more money on promotion every day. There is definitely a reason here we dont know.
