[RESOLVED] Duelbits locked over €30k EUR for almost 2 months

[CucakRowo]

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.

[examplens]

Looks like someone else supported it so it's already active.

It's not active yet because we need one more support from DT.

I support this flag and it is now active. I will be very happy to withdraw this decision once the case is resolved positively.

If I understood correctly, the casino approved the withdrawal of only part of the winnings, and they have to review for the rest, which is completely illogical.

The Duelbits forum representative has not been online since 21st May 2026. As the scam accusation was made after Duelbits was last online, they might be unaware of the situation.

As far as I understand, the case and communication started through other channels, e-mail... So Duelbits is certainly familiar with the case. The fact that it later escalated into a scam accusation is no excuse for not being aware of the problem.
It is certainly a flag against the casino, not its direct representative.

[Murat]

Tipical Bitcointalk, They can still promote their signature campaign without solving this issue.

It's looks like they don't have intention to payback the rest.

Their campaign links - https://bitcointalk.org/index.php?topic=5539499

Flag is active so at least everyone who visits their ANN will see the red warning.

[Woodie]

I don't like to hang out casinos, I really don't. I understand sometimes things take time. But this is different.

I had a huge win of 47964 EUR on 22th April. They paid out 20k but the remainder is now sitting in my account, over 6 weeks later.
I'm at my wit's end. They were happy letting me deposit thousands, but when it comes to paying out wins they are not happy.
~snip~
And it's not even been a back-and-forth. I literally haven't heard ANYTHING for over a month!

Oh, but they're very sorry and understand how I feel - they've been understanding how I feel for over a month. That's all I know.
Indication of account ban:

This error message on deposit suggests my account is banned, without them ever notifying me of this.

Why do I feel like that 20K they paid out was what you had deposited and they haven't just said it to you that it's a refund of your deposits?? If this isn't the case, it means if they paid you more than the deposit , then they are admitting no foul play from the player himself and see no reason for holding onto the remaining balance or banning the player for that matter!!

And looking at how support is handling this, are these guys subcontracted because most casino's do this these days, and it's a pain when you have someone handling this that doesn't have the authority to do anything but wait for updates from upstairs..

OP confirm that deposit was not 20K..

[Murat]

OP confirm that deposit was not 20K..

They deposited 7500 EUR.

Source - https://casino.guru/complaints/duelbits-casino-player-s-winnings-haven-t-been-received-1

[duelbits]

Hello,

I want to start by apologising for the inconvenience you’ve experienced.

I’m Joe, the founder of Duelbits. I’ve personally looked into this matter and resolved it. We’ve added an extra $5,000 balance to your account as a gesture of goodwill for the hassle caused, and I’ve refunded the withdrawal that wasn’t processed ($30,560).

This was a significant error on our side (with some involvement from the provider). I’m truly sorry for the frustration this has caused.

My thinking was that the best approach would be to refund the funds directly to your account rather than re-initiate the withdrawal, in case you no longer wish to use the wallet or prefer to handle it differently.

The $5,000 is a no-strings-attached bonus. If you’d rather not continue with Duelbits—which is completely understandable—you’re free to withdraw the full $35,560 and request account closure at any time.

I hope the additional $5,000 helps turn a frustrating situation into something a little better.

Best regards,
Joe
Founder, Duelbits

[holydarkness]

Hello,

I want to start by apologising for the inconvenience you’ve experienced.

I’m Joe, the founder of Duelbits. I’ve personally looked into this matter and resolved it. We’ve added an extra $5,000 balance to your account as a gesture of goodwill for the hassle caused, and I’ve refunded the withdrawal that wasn’t processed ($30,560).

[...]

OP, do you mind to confirm? Once confirmed, I'll appreciate if you can mark the case as resolved by retracting your flag [I myself will retract my support upon your confirmation] and edit the title of the thread to mark it as resolved by adding that word on the opening post's title.

[...]
Best regards,
Joe
Founder, Duelbits

I hope I catch you on time [though I am rather pessimistic, I can see that you no longer online], but I sent you a PM about contact. Looking forward to have a reply from you as I really don't have means of contact with you in any form, which make such situation like this is very prone to DuelBits.

[Mahdirakib]

I’m Joe, the founder of Duelbits. I’ve personally looked into this matter and resolved it. We’ve added an extra $5,000 balance to your account as a gesture of goodwill for the hassle caused, and I’ve refunded the withdrawal that wasn’t processed ($30,560).
This was a significant error on our side (with some involvement from the provider). I’m truly sorry for the frustration this has caused.

I have rarely seen any casinos admit their mistakes in this way. I had said to OP that the delays might be happening for the involvement of the game provider, but didn't imagine that there was also involvement of Duelbits. And all of it happened for an error. I think the additional $5k is enough here to erase the frustration of OP.

@mpet, we are hoping to get an update from you about this now. Have you managed to withdraw the funds? Don't forget to post an update about this on your CasinoGuru complaint.

[Hhampuz]

I brought this up with my duelbits contacts once @holydarkness sent me a pm (apologies for not replying there), and have been looking to gather as much info as possible in hopes to find a satisfactory solution. I'm glad to say that Joe reached out to me today before making that post to let me know what happened and what the best way forward would be. I'm hoping we can put this behind us and move forward as Duelbits have held a strong presence with a fantastic track record here on bitcointalk for years now and one mistake should not define them or their future here, especially since this mistake has been rectified and will likely not happen again moving forward.

Thanks to duelbits for doing the right thing and to holydarkness for trying to sort it out in a civilized manner.

[JeromeTash]

Hello,

I want to start by apologising for the inconvenience you’ve experienced.

I’m Joe, the founder of Duelbits. I’ve personally looked into this matter and resolved it. We’ve added an extra $5,000 balance to your account as a gesture of goodwill for the hassle caused, and I’ve refunded the withdrawal that wasn’t processed ($30,560).

Thanks for the response, Joe, and also getting this resolved. I hope mpet comes online soon to report the good news, mark this case as resolved and also withdraw the trust flag, as he has been offline for a couple of days. It's highly likely he doesn't know about the new developments. For now I have opposed the trust flag so that it stays inactive

[BABY SHOES]

I’m Joe, the founder of Duelbits. I’ve personally looked into this matter and resolved it. We’ve added an extra $5,000 balance to your account as a gesture of goodwill for the hassle caused, and I’ve refunded the withdrawal that wasn’t processed ($30,560).
This was a significant error on our side (with some involvement from the provider). I’m truly sorry for the frustration this has caused.

I have rarely seen any casinos admit their mistakes in this way. I had said to OP that the delays might be happening for the involvement of the game provider, but didn't imagine that there was also involvement of Duelbits. And all of it happened for an error. I think the additional $5k is enough here to erase the frustration of OP.

@mpet, we are hoping to get an update from you about this now. Have you managed to withdraw the funds? Don't forget to post an update about this on your CasinoGuru complaint.

Is this just duelbits, who admits his one one mistake here? This is a great action from the founder of Duelbits, come directly solve the problem by providing incentives that are so great, although the investigation takes a long time, but the results are still satisfactory for the OP.

Duelbits so maintain its reputation... Great casino.

[taufik123]

Hello,

I want to start by apologising for the inconvenience you’ve experienced.

I’m Joe, the founder of Duelbits. I’ve personally looked into this matter and resolved it. We’ve added an extra $5,000 balance to your account as a gesture of goodwill for the hassle caused, and I’ve refunded the withdrawal that wasn’t processed ($30,560).

This was a significant error on our side (with some involvement from the provider). I’m truly sorry for the frustration this has caused.

My thinking was that the best approach would be to refund the funds directly to your account rather than re-initiate the withdrawal, in case you no longer wish to use the wallet or prefer to handle it differently.

The $5,000 is a no-strings-attached bonus. If you’d rather not continue with Duelbits—which is completely understandable—you’re free to withdraw the full $35,560 and request account closure at any time.

I hope the additional $5,000 helps turn a frustrating situation into something a little better.

Best regards,
Joe
Founder, Duelbits

With the amazing response from Joe as the Founder of Duelbits, the case has been resolved very well, moreover there is a compensation worth $5000 which even I think is a big number.
Duelbits proves its credibility as a trustworthy casino and solves every problem that arises, This case makes Duelbits rise in the rankings as a casino that is friendly to all users.

OP thread can be locked because the case is already resolved

[mpet]

I can confirm that the resolution is accurate, and the withdrawal was processed immediately upon request. I have received the entirety of the win, plus 5k USD. I truly appreciate the steps taken by Joe and the goodwill bonus. That being said, these three months have been incredibly frustrating, especially due to the opaqueness of the process (or lack thereof) within Duelbits.

With this I consider the matter closed and I have requested for the case to be adjusted accordingly on casino.guru
Thank you, Joe.

[AakZaki]

Best regards,
Joe
Founder, Duelbits

Applause to you, Joe and Duelbits. From the beginning, I have believed that the money accused will be settled soon, considering that Duelbits has proven with its very extraordinary promotion.

Almost 4000$ a week on promotions, I'm also sure that Duelbits won't just throw money away just for less money.
I'm also happy to hear this news; Duelbits still maintains its good name. Right step, Joe.

[holydarkness]

I am retracting my support as the clause of the flag is no longer true, that OP is made whole [plus some].

Also paging examplens and GazetaBitcoin to get this latest update known to them and the appropriate action can be taken.

[katanic97]

Honestly, hats off to Duelbits for handling this the way they did. The issue has finally been resolved, and on top of that, the player received an extra $5,000. This shows that the casino cares about its players, even when a mistake is made. I'm sure these past three months weren't easy, but it's good to see that everything has finally been sorted out

[AHOYBRAUSE]

thumbs up

Now that's how you solve a problem, even though it obviously took time. Not only OP appreciates this but the whole community here following this case. It's rare to see a founder actually replying here, bringing a solution and even putting something on top, kudos for that.
I wish other sites would take problems that players have serious, then we wouldn't even see so many issues shared in this section.

Reputation is key and this one clearly was a great way to confirm that.

[JiiBs]

Hello,

I want to start by apologising for the inconvenience you’ve experienced.

I’m Joe, the founder of Duelbits. I’ve personally looked into this matter and resolved it. We’ve added an extra $5,000 balance to your account as a gesture of goodwill for the hassle caused, and I’ve refunded the withdrawal that wasn’t processed ($30,560).

This was a significant error on our side (with some involvement from the provider). I’m truly sorry for the frustration this has caused.

My thinking was that the best approach would be to refund the funds directly to your account rather than re-initiate the withdrawal, in case you no longer wish to use the wallet or prefer to handle it differently.

The $5,000 is a no-strings-attached bonus. If you’d rather not continue with Duelbits—which is completely understandable—you’re free to withdraw the full $35,560 and request account closure at any time.

I hope the additional $5,000 helps turn a frustrating situation into something a little better.

Best regards,
Joe
Founder, Duelbits

There are a lot of elements one can take from this singular piece for a casino that is big on reputation and would want to keep it. Nothing speaks volumes than being able to admit the flaws they made, apologized, compensated and thought of the best means of resolve by considering to do refunds on the gamblers account rather than refund to the wallet of origin which the gambler might not have access or control at a time.

At the end of the day, customer satisfaction is paramount and that’s why it’s of great importance to have some of the best support systems to handle issues as they arise almost subjectively.