Hello Casino Guru support,

My account at the Duelbits Casino has been frozen due to a KYC check for about 6 months. 3 weeks ago I submitted documents to SumSub, the online KYC verification portal through Duelbits for Level 1-3 KYC Check. The verification went through successfully, but then Duelbits requested an additional proof of Address Level 4 KYC. Upon submitting this document, it was promptly denied by the automated system although it being a valid document to submit (Home phone bill under 3 months ago). I attempted multiple times to upload the document, but it gave the same result. I contacted Support regarding this issue, and i was assured that the manual review by the compliance team will take under 24hours. The following day I reached out again to the live support staff to check in on the progress on verifying my address, but i was prompted that these checks typically "takes up to 48 hours, however, it can take longer than that.". I patiently waited and been checking in about once a week with the staff and they are unable to confirm the status of my manual review or even if my report has been reported to the Compliance team at Duelbits. This seems like a limbo to delay funds from being played/withdrawn from my account. I would appreciate your help in this matter.

Dear Ligondez222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ligondez222,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina