Duospin Casino - Das Spielerkonto wurde geschlossen und die Gewinne wurden eingezogen.

Good evening,

I would like to file a complaint regarding the closure of my account on Duospin.com and the confiscation of my real balance of approximately €1,500.

I'd like to point out right away that I accept the closure of my account without hesitation, but I totally contest the confiscation of my real balance, which I believe to be unjustified.

The casino informed me that the closure was due to alleged violations of points 9.1 and 9.3 of the Terms and Conditions, but the reason given is extremely general and contains no concrete evidence or reference to specific plays, behaviors, or activities I allegedly engaged in.

Their response does not state:

– what "incorrect" strategy I would have used;

– which bets or gambling patterns would be considered "minimal risk";

– what technical logs would demonstrate system abuse;

– on what date or session the alleged infringement occurred.

I've asked the casino for more details and technical support, but so far I've only received standard, non-specific responses.

I therefore believe that the confiscation of the balance is not justified, as it is based on vague reasons and is not supported by evidence.

I kindly ask CasinoGuru to look into this matter and request the casino to:

concrete evidence of the alleged violations; detailed logs of the disputed games; the legal basis for the seizure of the real balance; an impartial review of the decision. I am available to provide screenshots, emails, and any information useful for evaluating the case.

Thanks for your assistance.

Buonasera,

desidero aprire un reclamo riguardo la chiusura del mio account su Duospin.com e la confisca del mio saldo reale di circa 1.500€.

Preciso fin da subito che accetto senza problemi la chiusura del mio account, ma contesto totalmente la confisca del saldo reale, che ritengo ingiustificata.

Il casinò mi ha comunicato che la chiusura è avvenuta per presunte violazioni dei punti 9.1 e 9.3 dei Termini e Condizioni, ma la motivazione fornita è estremamente generica e non contiene alcuna prova concreta o riferimento a specifiche giocate, comportamenti o attività che avrei effettuato.

Nella loro risposta non è indicato:

– quale strategia "scorretta" avrei utilizzato;

– quali scommesse o pattern di gioco sarebbero considerati "a rischio minimo";

– quali log tecnici dimostrerebbero un abuso del sistema;

– in quale data o sessione si sarebbe verificata la presunta violazione.

Ho richiesto al casinò maggiori dettagli e prove tecniche, ma finora ho ricevuto solo risposte standard e non specifiche.

Ritengo quindi che la confisca del saldo non sia giustificata, in quanto basata su motivazioni vaghe e non supportate da evidenze.

Chiedo gentilmente a CasinoGuru di esaminare il caso e di richiedere al casinò:

la prova concreta delle presunte violazioni;i log dettagliati delle giocate contestate;la base legale per la confisca del saldo reale;una revisione imparziale della decisione.Sono disponibile a fornire screenshot, email e qualsiasi informazione utile alla valutazione del caso.

Grazie per l’assistenza.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duospin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please describe your gameplay in the casino in your own words?
• Is your player's account verified?

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

Best regards,

Tomas

Hi Tommaso,

Thank you for your support and for filing a complaint.

I answer your questions:

*1. How long have I been a player and when was my account banned?*

I've been a customer of http://Duospin.com for a few months. My account was blocked a few weeks ago, without warning.

*2. How did I find out about the block*

I learned about this via an email from Duospin informing me that my account had been blocked and that it was being checked.

*3. What games did I play to build up my balance*

I have played both live casino games and sports betting.

*4. Did I reach my balance thanks to a bonus?*

No, I didn't reach my current balance through bonuses. My balance is the result of personal deposits and gambling winnings.

*5. Game Experience Description*

I use Duospin for personal entertainment. I play normally, without using prohibited strategies, without opening multiple accounts, and without using VPNs or other methods to circumvent the rules. Stakes vary depending on the game.

*6. Is the account verified?*

No, the account hasn't yet required KYC verification. The block occurred before I was asked to verify my documents.

I remain available to complete the KYC verification immediately and provide any documents necessary to unlock the account and funds.

Thank you and I look forward to hearing from you.

Best regards,

Dario *****

Ciao Tommaso,

Grazie per il supporto e per aver aperto il reclamo.

Rispondo alle tue domande:

*1. Da quanto tempo sono giocatore e quando è stato bloccato l'account*

Sono cliente di http://Duospin.com da qualche mese. L'account è stato bloccato da qualche settimana, senza preavviso.

*2. Come ho saputo del blocco*

L'ho saputo tramite email inviata da Duospin che mi informava del blocco dell'account e del controllo in corso.

*3. A quali giochi ho giocato per accumulare il saldo*

Ho giocato sia a giochi da casinò live , sia a scommesse sportive.

*4. Ho raggiunto il saldo grazie a un bonus?*

No, non ho raggiunto il saldo attuale grazie a bonus. Il saldo è frutto di depositi personali e vincite di gioco.

*5. Descrizione esperienza di gioco*

Utilizzo Duospin per intrattenimento personale. Gioco in modo normale, senza utilizzare strategie proibite, senza aprire account multipli e senza utilizzare VPN o altri metodi per aggirare le regole. Puntate variabili a seconda del gioco.

*6. L'account è verificato?*

No, l'account non ha ancora richiesto nessuna verifica KYC. Il blocco è avvenuto prima che mi venisse chiesta la verifica documenti.

Resto a disposizione per completare subito la verifica KYC e fornire qualsiasi documento necessario per sbloccare l'account e i fondi.

Grazie e attendo vostro riscontro.

Cordiali saluti,

Dario *****

Dear Borrelida52,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Borrelida52,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Duospin Casino to join the conversation.

Dear Duospin Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear all,

We kindly inform you that we are in contact with our relevant team regarding the matter and we will have updates for you at the nearest time possible.

Thank you for your patience and understanding.

Best regards,

Duospin Team

Dear Duospin Team,

We look forward to your response and any information and evidence you can provide regarding this matter.

Dear all,

Thank you for your patience.

Dear Borrelida52,

After information that we had from our relevant team, it will be needed to verify your account. The relevant team has sent to you an e-mail regarding the documents needed for the verification. Please, kindly check your inbox and provide these documents by responding to the e-mail.

After account is verified successfully, you will be able to receive your funds.

Thank you for your cooperation.

Best regards,

Duospin Team

Dear Borrelida52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good afternoon,

I am gathering all the necessary documentation for account verification.

Buon pomeriggio,

Sto raccogliendo tutta la documentazione necessaria per la verifica conto.

Dear Borrelida52,

Please let me know once you have provided the casino with all the requested documentation.

Good morning,

I just sent all the necessary documentation to regularize my gaming account.

I look forward to hearing from you soon.

Thank you

Buongiorno,

Ho appena mandato tutta la documentazione necessaria per regolarizzare il conto gioco.

Attendo notizie al più presto.

Grazie

Dear Borrelida52,

Could you kindly provide to us the 8-digit number that you received when you sent to us an e-mail with your requested documents ?

Thank you for your cooperation.

Best regards,

Duospin team

Good evening ,

I attach screenshot that I sent the email July 11th with all the requested documentation, plus to be safe I sent it twice again today both to support@duospin.com That

Support.team@duospin.com

I look forward to hearing from you

Buonasera ,

Allego screenshot che ho inviato l'email 11 luglio con tutta la documentazione richiesta, in più per sicurezza lo mandati due volte di nuovo oggi sia a support@duospin.com che

Support.team@duospin.com

Aspetto vostre notizie

Dear Borrelida52,

Please kindly provide the documents to the below e-mail:

kyc@duospin.com

Thank you for your cooperation.

Best regards,

Duospin Team

Greetings

Documents just sent

Salve

Documenti appena mandati

Dear Borrelida52,

We kindly inform you that after communication that we had with our KYC team, seems that they have not received yet your documents.

Could you kindly please double check?

Thank you for your cooperation.

Best regards,

Duospin Team

Hello Team Duospin,

Thanks for your message, but I should inform you that I have already sent my documents more than 4 times in about seven days.

Attached are screenshots with date and time of all previous submissions.

I kindly ask you to check internally with the KYC team why the documents are not in the system, and to confirm that you have now received them correctly.

I don't want any technical issues or my emails ending up in spam.

I remain at your disposal and await your response with confirmation of receipt.

Ps: I just sent all the paperwork back now too.

Thank you for your cooperation,

Borrelida52

Ciao Team Duospin,

Grazie per il messaggio, ma vi informo che ho già inviato i miei documenti più di 4 volte nel giro di sette giorni circa.

In allegato trovate gli screenshot con data e ora di tutti gli invii precedenti.

Vi chiedo gentilmente di verificare internamente con il team KYC perché i documenti non risultano a sistema, e di confermarmi che ora li avete ricevuti correttamente.

Non vorrei che ci fossero problemi tecnici o che le mie email finiscano nello spam.

Resto a disposizione e aspetto un vostro riscontro con conferma di ricezione.

Ps: ho appena rinviato tutta la documentazione anche adesso.

Grazie per la collaborazione,  

Borrelida52

Dear Borrelida52,

Thank you for the information.

Allow us some time please to check this with our KYC Team.

Thank you for your patience.

Best regards,

Duospin Team

Hello Borrelida52,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Duospin Team,

Can you please provide us with an update?

Dear Borrelida52,

We would like to kindly inform you that your verification has been failed after information that we had from our relevant team.

Kind regards,

Duospin Team

Dear Duospin Team,

Could you please clarify the reason why the player did not pass the KYC verification?

Hello Team Duospin,

Thanks for the update.

However, I am very disappointed with the way my audit is being handled.

First you write to me that you have not received the documents, even though I have already sent them more than 4 times and have screenshots.

Now you tell me that the verification failed, but without specifying the reason and after making me wait a long time.

So I ask you to be clear:

*What is the exact reason why my verification failed?

Which documents or information are incorrect?

I have sent everything several times and I am fully available to regularize immediately.

I won't accept further delays or generic responses. I need specific instructions to resolve and proceed.

I await a detailed and prompt response.

Best regards,

Ciao Team Duospin,

Grazie per l'aggiornamento.

Sono però molto deluso dal modo in cui si sta gestendo la mia verifica.  

Prima mi scrivete che non avete ricevuto i documenti, nonostante io li abbia già inviati più di 4 volte e ne abbia gli screenshot.  

Ora mi dite che la verifica è fallita, ma senza specificare il motivo e dopo avermi fatto attendere molto tempo.

Vi chiedo quindi di essere chiari:  

*Qual è il motivo esatto per cui la mia verifica non è andata a buon fine?

Quali documenti o informazioni risultano non corretti?

Ho inviato tutto più volte e sono pienamente disponibile a regolarizzare subito.  

Non accetto ulteriori ritardi o risposte generiche. Ho bisogno di indicazioni precise per risolvere e procedere

Attendo un riscontro dettagliato e rapido.

Cordiali saluti, 

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.

Dear All,

We are currently awaiting necessary details from two relevant internal departments before we can proceed.

We sincerely apologize for the delay and have issued a urgent follow-up to expedite the process.

Thank you for your continued patience and understanding.

Best regards,

Duospin Casino Team

Hello duospin team

Since I also received an email that you are closing the site on August 31, please kindly let me have my money.

Thanks in advance

Ciao team duospin

Visto che mi e anche arrivata email che il 31/08 chiudete il sito , fatemi gentilmente avere i miei soldi.

Grazie anticipatamente

Dear Duospin Team,

We are looking forward to receiving your clarification regarding the reason why the player did not pass the KYC verification, together with any supporting evidence you can provide.

As this matter could, in our view, have been clarified considerably sooner, I will shorten the response time accordingly in an effort to move the case forward without any further unnecessary delay.

Thank you in advance for your prompt cooperation.