NaslovnaPritu?beDuelbits Casino - Povla?enje igra?a je odlo?eno zbog problema sa verifikacijom li?ne karte.
Duelbits Casino - Povla?enje igra?a je odlo?eno zbog problema sa verifikacijom li?ne karte.
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Duelbits Casino
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The player from Buenos Aires faced issues withdrawing money from DuelBits casino as their submitted ID was rejected during the KYC process, with the casino claiming it was fake, despite it being authentic. The player had reached out to support multiple times without receiving any communication or assistance in resolving the issue. After reviewing the case, it was determined that there had been dishonest attempts to bypass verification from the player's side, leading to the rejection of the complaint. The importance of adhering to the KYC process was emphasized, and the player was advised to reach out for future issues with any casino.
Igra? iz Buenos Ajresa se suo?io sa problemima sa povla?enjem novca iz kazina DuelBits po?to je njihova dostavljena li?na karta odbijena tokom KIC procesa, a kazino je tvrdio da je la?an, iako je autenti?an. Igra? se vi?e puta obra?ao podr?ci, a da nije dobio nikakvu komunikaciju ili pomo? u re?avanju problema. Nakon razmatranja slu?aja, utvr?eno je da je bilo nepo?tenih poku?aja da se zaobi?e verifikacija sa strane igra?a, ?to je dovelo do odbijanja ?albe. Nagla?ena je va?nost pridr?avanja KIC procesa, a igra?u je savetovano da se obrati za budu?e probleme sa bilo kojim kazinom.
Obra?am se da ulo?im ?albu jer mi kazino "DuelBits" ne dozvoljava da podignem svoj novac. Prvobitno su tra?ili KIC, pa sam dostavio tra?ene dokumente (fotografiju li?ne karte) i izvr?io proces verifikacije identiteta, ali je kazino to odbio, tvrde?i da je moja li?na karta la?na. Naravno, moja li?na karta je potpuno autenti?na i va?e?a u mojoj zemlji. Vi?e sam nego spreman da pru?im bilo kakvu dodatnu dokumentaciju za re?avanje ovog problema. Moja namera je da u potpunosti sara?ujem na pronala?enju re?enja.
Vi?e puta sam kontaktirao tim za podr?ku kazina, ali mi nisu bili od velike pomo?i. Rekli su mi da tim za uskla?enost razmatra moj slu?aj i da ?e me kontaktirati kada se donese odluka. Me?utim, nikada nisam dobio takvu komunikaciju, a sada je pro?lo nedelju dana od mog prvog kontakta sa podr?kom. U drugim prilikama, savetovali su me da ponovo poku?am sa procesom verifikacije, ali kartica verifikacije ne omogu?ava nijedno dugme da poku?am ponovo (prilo?io sam snimak ekrana ovoga).
Hvala vam unapred na pomo?i i nadam se da ?emo mo?i da re?imo ovaj problem ?to je pre mogu?e. stojim vam na raspolaganju. Pozdrav.
Hello Casino Guru team,
I am reaching out to file a complaint because the casino "DuelBits" is not allowing me to withdraw my money. Initially, they requested KYC, so I submitted the required documents (a photo of my ID) and performed the identity verification process, but the casino rejected it, claiming my ID was fake. Of course, my ID is entirely authentic and valid in my country. I am more than willing to provide any additional documentation to resolve this issue. My intention is to cooperate fully to find a solution.
I have repeatedly contacted the casino’s support team, but they haven’t been very helpful. They told me that the compliance team was reviewing my case and would contact me once a decision was made. However, I have never received any such communication, and it has now been a week since my first contact with support. On other occasions, they have advised me to try the verification process again, but the verification tab does not enable any button for me to retry the process (I have attached a screenshot of this).
Thank you in advance for your help, and I hope we can resolve this issue as soon as possible. I am at your disposal. Regards.
Hvala vam puno ?to ste podneli ?albu. ?ao mi je ?to ?ujem za va? problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li ste ranije izvr?ili uspe?na povla?enja?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Da li nailazite na isti problem u odeljku za verifikaciju nivoa 2?
Mo?ete li podeliti svoju komunikaciju sa kazinom u vezi sa verifikacijom? ?alji e-po?tu ili transkripte ?askanja na moju e-po?tu na [email protected] , ili postavite snimke ekrana ovde.
Nadam se da ?emo mo?i da vam pomognemo da re?ite ovaj problem ?to je pre mogu?e. Hvala vam unapred na odgovoru.
Srda?an pozdrav,
Dominika
Dear Flareman,
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.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Do you encounter the same issue in the Level 2 verification section?
Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Da, uspe?no sam povukao ranije (2. novembra 2024.). Zatim sam ponovo deponovao novac, poku?avaju?i da zavr?im promociju koju je kazino nudio, ali je bonus odbijen. Trenutno, moj bilans je 56 USD manji od prvobitno deponovanog iznosa; drugim re?ima, igrao sam u kazinu i izgubio novac—nemam dobitke.
?elim da bude jasno da se moja ?alba ne odnosi na bonus koji NIJE dodeljen, ve? na to da nisam u mogu?nosti da podignem svoj novac.
Kartica Verifikacija mi tako?e ne dozvoljava da zavr?im verifikaciju nivoa 2; ne postoji omogu?eno dugme za ovu svrhu.
Ovde prila?em datoteke koje sadr?e moj razgovor sa timom za podr?ku kazina.
Srda?an pozdrav, Flareman.
Dear Dominika,
Thank you very much for your prompt response.
Yes, I have made a successful withdrawal before (on November 2, 2024). I then deposited money again, attempting to complete a promotion the casino was offering, but the bonus was rejected. Currently, my balance is $56 USD lower than the originally deposited amount; in other words, I have played in the casino and lost money—I have no winnings.
I want to make it clear that my complaint is not about the bonus that was NOT granted, but about not being able to withdraw my money.
The verification tab also does not allow me to complete level 2 verification; there is no enabled button for this purpose.
I am attaching files here containing my conversation with the casino support team.
Poslao sam e-po?tu sa tra?enom dokumentacijom (predmet: Flareman dokumentacija) na va?u adresu. Pored toga, kao odgovor na va?e pitanje, kazino me je obavestio da tim za uskla?enost pregleda moje dokumente (to je bilo 5. novembra i od tada nisam dobio odgovor, ?to zna?i da je pro?lo 15 dana), ?to je ?udno jer je moja verifikacija ve? prikazuje kao odbijeno.
Kao ?to sam ranije pomenuo, na kartici za verifikaciju nije omogu?eno dugme za ponovni poku?aj. Tim za podr?ku kazina savetuje me da odem na karticu za verifikaciju i zavr?im je, ?to nas vodi u beskrajnu petlju bez re?enja.
pozdrav,
Flareman.
Dear Dominika,
I have sent the email with the requested documentation (subject: Flareman Documentation) to your address. Additionally, in response to your question, the casino informed me that the compliance team was reviewing my documents (this was on November 5th, and I have not received a response since, meaning 15 days have passed), which is strange because my verification already shows as rejected.
As I mentioned earlier, there is no button enabled in the verification tab to retry the process. The casino's support team advises me to go to the verification tab and complete it, which leads us into an endless loop without a solution.
Hvala vam puno, Flareman, ?to ste dali potrebne informacije. Sada ?u preneti va?u ?albu koleginici Nataliji ( [email protected] ) koji ?e vam biti na usluzi. ?elim vam puno sre?e i nadam se da ?e problem biti re?en na va?e zadovoljstvo u bliskoj budu?nosti.
Thank you very much, Flareman, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) 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.
Pregledao sam va? slu?aj i ?ao mi je ?to ?ujem da imate pote?ko?a sa procesom verifikacije. Ja ?u se obratiti kazinu da vidim ?ta se mo?e uraditi kada odgovore.
Dragi Duelbits Casino,
?eleo bih da vas pozovem da se pridru?ite ovom razgovoru i pomognete u re?avanju ?albe igra?a. Mo?ete li dati vi?e informacija u vezi sa ovim slu?ajem? Konkretno, mo?ete li pojasniti za?to je podneti dokument odbijen? Ako imate bilo kakav dokaz, slobodno ga po?aljite na moju e-po?tu na [email protected].
Radujem se ?to ?u se uskoro ?uti.
srda?an pozdrav,
Natalia
Hi Flareman,
I’ve reviewed your case and I’m sorry to hear that you’re having difficulty with the verification process. I will reach out to the casino to see what can be done once they respond.
Dear Duelbits Casino,
I would like to invite you to join this conversation and assist in resolving the player’s complaint. Could you please provide more information regarding this case? Specifically, could you clarify why the submitted document was rejected? If you have any supporting evidence, feel free to send it to my email at [email protected].
Dragi Flareman, Predstavnik kazina me je obavestio da je od vas zatra?eno da dostavite dokument o izvoru sredstava putem e-po?te, ali oni nisu dobili ni?ta od vas. Mo?ete li, molim vas, detaljnije?
Tako?e me zanima da li bi bilo mogu?e da napravite selfi sa li?nom kartom koju ste dali na verifikaciju i po?aljete mi je na mejl ( [email protected] )? Va?a pomo? bi bila veoma cenjena.
Dear Flareman, I was informed by the casino representative that you were asked to provide the source of funds document via email, but they haven't received anything from you. Could you please elaborate?
I also wonder if it would be possible for you to take a selfie with the ID card you provided for verification and send it to my email ([email protected])? Your help would be very much appreciated.
Poslao sam e-poruku na va?u adresu koja sadr?i moje poslednje tri platne kartice, zajedno sa nekoliko fotografija na kojima dr?im li?nu kartu, na kojima se vidi i prednja i zadnja strana.
Tako?e ?elim da pojasnim da kazino nikada nije tra?io dokaz o poreklu mojih sredstava. Da su to uradili, pru?io bih ga bez ikakvih problema, ali nikada nisam dobio takav e-mail.
Hvala vam puno na pomo?i.
Srda?an pozdrav,
Flareman.
Dear Natalia,
I have sent an email to your address containing my last three pay stubs, along with several photographs of me holding my ID, showing both the front and back.
I would also like to clarify that the casino never requested proof of the origin of my funds. Had they done so, I would have provided it without any issue, but I have never received such an email.
Dragi Duelbits Casino, molim vas, proverite da li ste primili moju e-po?tu. ?eleo bih da ponovim da nam je potrebno vi?e informacija od vas u vezi sa va?im zahtevima.
Molimo vas da proverite odgovor igra?a. Prema Flaremanu, on nije primio va? zahtev da navede izvor sredstava, ali sam upravo dobio platne liste od igra?a, i on je spreman da ih po?alje i vama na dalju proveru. Navedite na koji mejl igra? mo?e da po?alje dokumente.
Thank you, Flareman. I have received your email.
Dear Duelbits Casino, please, check if you have received my email. I'd like to repeat that we need more information from you regarding your claims.
Please, check the player's reply. According to Flareman, he didn't receive your request to provide the source of funds, but I have just received payslips from the player, and he is ready to send them to you for further verification, too. Please, specify, to which email the player can send the documents.
Voleli bi da zamolimo kazino da odgovori na ovu pritu?bu. Produ?ujemo timer za 7 dana. Ako kazino ne odgovori u predvi?enom roku, prigovo ?emo zatvoriti kao "nere?en", ?to mo?e negativno uticati na rejting kazina.
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.
Dragi Flareman, ?eleo bih da podelim nedavna a?uriranja sa vama. Razgovarali smo o va?em slu?aju sa predstavnikom kazina putem privatnih imejlova. Trenutno ?ekam vi?e detalja da razjasnim situaciju. Nadam se da ?u uskoro sa vama podeliti rezultate na?e istrage. Hvala vam na strpljenju.
Dear Flareman, I would like to share the recent updates with you. We have been discussing your case with the casino representative via private emails. At the moment I'm waiting for more details to clarify the situation. Hopefully, I will share the results of our investigation with you shortly. Thank you for your patience.
Hvala vam, Duelbits Casino, na pru?anju svih informacija.
Dragi Flareman, dobili smo sve tra?ene detalje iz kazina. Na osnovu pru?enih dokaza, uklju?uju?i zvani?ni izve?taj Sumsuba, bilo je nepo?tenih poku?aja da se zaobi?e verifikacija sa va?e strane. Na?alost, ne mo?emo da odlu?imo o ovoj ?albi u va?u korist jer je proces KIC klju?an i bilo kakve la?ne radnje se ne mogu zanemariti. Od igra?a se o?ekuje da se pridr?avaju principa legitimnog kori??enja veb stranice kazina, a u va?em slu?aju postoji opravdana zabrinutost u pogledu uskla?enosti.
Kao rezultat toga, ovu ?albu moramo odbaciti. Hvala vam na razumevanju i ?ao mi je ?to ovog puta nismo mogli da vam dodatno pomognemo. Slobodno se obratite ako budete imali problema sa ovim ili bilo kojim drugim kazinom u budu?nosti.
srda?an pozdrav,
Natalia
Thank you, Duelbits Casino, for providing all the information.
Dear Flareman, we have received all the requested details from the casino. Based on the provided evidence, including an official report from Sumsub, there were some dishonest attempts to bypass verification from your side. Regrettably, we cannot rule this complaint in your favor because the KYC process is crucial, and any fraudulent actions cannot be overlooked. Players are expected to adhere to the principles of legitimate use of the casino's website, and there are valid concerns regarding compliance in your case.
As a result, we must reject this complaint. Thank you for your understanding, and I’m sorry we couldn’t assist you further this time. Please feel free to reach out if you encounter any issues with this or any other casino in the future.
www.kpvfaw.com je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve na?e recenzije i vodi?i su kreirani iskreno, u skladu sa najboljim znanjem i rasu?ivanjem na?ih ?lanova iz ekspertskog tima; ipak ovaj sadr?aj je napravljen u informativne svrhe i ne bi smeo i trebao da se tuma?i kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego po?nete igrati u odre?enom kazinu.
