Duel.com lax security and poor customer service blaming me!

[Stakingstation]

Hey everyone,
I want to put out a serious warning regarding Duel.com (operated by Immortal Snail LLC). If you hold a balance here, be aware that their security protocols are fundamentally flawed, and their support actively protects fraudulent activity under the guise of "privacy policies."
As a new player registered from Singapore, my account was recently compromised. Support provided me with a session log screenshot showing simultaneous login sessions spanning multiple different countries at the exact same time.
Instead of triggering an automatic account freeze or a basic security hold for a high-risk geographical anomaly, Duel.com's automated wallet system immediately processed an outbound withdrawal of my entire $399 USD balance to an external, unauthorized crypto wallet.
When I confronted their support team about how their system could allow an immediate payout under these flagrant cross-border login conditions, the responses were shocking:
• Agent Pulse explicitly stated in writing: "we have no issues with people using vpns for privacy reasons." They are literally admitting that they use their lenient VPN policy as an excuse to completely bypass industry-standard geolocation fraud detection.
• When I asked for basic data transparency (device logs, browser fingerprints, or IP addresses) so I could investigate the breach, Agent Michael flatly refused to cooperate.
• To make matters worse, Agent Dollartree and Agent Michael explicitly blocked all paths of internal customer escalation by telling me in writing: "there aren't any managers at duel."
They ended the conversation by telling me to file a report with my local law enforcement, fully aware that as a player based in Singapore, local police cannot force an offshore casino registered in Nevis/Anjouan to act without the exact server logs the casino is actively withholding from me.
Proof & Technical Details:
• Casino: Duel.com (Immortal Snail LLC)
• Amount Stolen: $399 SD

(Note: I have complete, unedited screenshots of the chat logs where agents admit there are no managers and dismiss the multi-country login flags. I am happy to share these with any forum moderators or community members via DM).
Avoid keeping any significant balances on this platform. If a hacker hits your account from three different continents simultaneously, Duel.com will happily process the withdrawal and tell you there is no management available to look into it.

Furthermore I have played with many websites including rainbet where my account has no issues at all.

[Coyster]

Since players are allowed to gamble on the site with VPN, then their argument is sound. There's no way they would have known you were not the one who initiated that withdrawal. And i want to believe that your funds were drained immediately your account was compromised, and you were shown the session logs after your complained of unauthorized access to your account, right?

So, they simply saw a withdrawal from your account and processed it as normal. The problem here is that your account was compromised, which is no fault of the casino, but yours.

[Stakingstation]

Hi sir,

I find I funny. I do bet on multiple casinos,

Which had more funds. But the so called " hacked " did not transfer my other casino  funds out. Just happen to do so on duel.

I am just feedbacking that , imagine logging in and finding your funds missing and Only to be told there is 12 active logg in sessions on your account which they refused to provide any details about. I had offered to do a throughout kyc.

I am just feedback  about their respond of there is no manager in duel and I can't escalate to anyone.
This customer service at their support really is bad. I even asked them why no withdrawal email was send to notify me of any withdrawals which is very common on other casinos. I was given 2 different answers by 2 different supports
One said they do send withdrawal emails , other said they did not. And I am being banned in their discord by opening asking to speak to a manager, I did not cause any rackus.
Imagine you being in my shoe. Logging in to find your balance clean and was withdrawn out,  I mean I expect the least, let me know the security logs,  answer me why 12 active sessions of different countries are okay for them. That way I can simply create 12 accounts of proxies to earn referrals or afflications ?

I mean most casinos would had their ways of tracking  was it a phone , proxy or laptop who withdraw the funds.

I was provided nothing and  like simply telling me the tone of its Ur fault scew off. When I tried to ask to speak to a manager. There is no manager. So you can't even escalate  to anyone. Not even a simple empathy.
Isn't there even a basic escalation matrix or security function in place.

[Coyster]

I find I funny. I do bet on multiple casinos,
Which had more funds. But the so called " hacked " did not transfer my other casino  funds out. Just happen to do so on duel.

Did i understand this correctly, are you saying you were simultaneously compromised in multiple casinos, and not just Duel?

I am just feedbacking that , imagine logging in and finding your funds missing and Only to be told there is 12 active logg in sessions on your account which they refused to provide any details about. I had offered to do a throughout kyc.

It sucks to log into your account and see that your money is gone. Casinos usually run checks before processing withdrawals, particularly if it is a large sum, and if they find anything suspicious, they'd request personal info. I do not know if Duel performed this routine checks, that's for them to answer.

So you can't even escalate  to anyone.

You do not have to use their internal reporting system. You can escalate this to ADR providers and see what happens.
I understand how you feel about what happened, sorry about the loss.

[Stakingstation]

1. Failure to Flag Multiple Fraudulent Sessions: Duel's agent explicitly admitted, "theres a lot of different sessions on your acc." Their system actively permitted 12 simultaneous, geographically conflicting sessions to remain active.
2. Failure to Detect Geo-Location Anomalies: Duel's support confirmed they flagged an unauthorized "Latvia session" on my account. Despite knowing I am a registered player logging in from this
 their system failed to trigger a temporary security freeze or automated lockout when a login occurred thousands of miles away.
3. Processing Unauthorized Payouts Without KYC: Despite registering multiple anomalous concurrent sessions and clear cross-border login conflicts, Duel completely bypassed standard security protocols. They processed a full-balance withdrawal to an external Tron address (TMFkm2H5NAWxvbkfJW3akt9kqQJyfcjbxC) without triggering a single automated security check, email confirmation, or Identity Verification (KYC) check.
4. Lack of Baseline Player Safeguards: Duel’s support explicitly stated to me in writing, "we. Dont send email abouts withdrawals." Operating an online casino platform that intentionally refuses to send transaction or withdrawal notifications to a player's registered contact point is gross systemic negligence.
5. No Escalation Path: Their staff explicitly stated, "there aren't any managers at Duel," leaving me with no internal recourse to audit these logs or dispute this platform failure and refused to engaged me ban me on discord.