If you cannot access your Duelbits account, it may be locked for one of several reasons, too many failed login attempts, a security flag, or a compliance hold. This guide explains why each type of lock happens and how to resolve it.
đ Type 1 - Locked After Failed Login Attempts
Your account is automatically locked after 5 consecutive failed login attempts. This is a security measure to prevent brute-force attacks on your account.
How to resolve it:
Option A: Reset your password:
Go to Duelbits and click Log In.
Click Forgot Password.
Enter the email address associated with your account.
Check your inbox for a password reset email from [email protected].
Click the reset link, set a new password, and log in.
This is the fastest way to regain access and can be done without contacting support.
Option B: Contact support:
If the password reset does not work (for example, if you do not have access to your registered email), contact Duelbits support:
Live Support: if you can access duelbits.com, open the panel from the left-hand navigation bar
Email: [email protected]
Provide your User ID and explain that your account was locked after failed login attempts. The support team will verify your identity and assist with unlocking.
How to avoid it:
Use a password manager to store your credentials so you do not mistype them
If you are unsure of your password, use Forgot Password before exhausting your 5 attempts
Enable 2FA, it adds a second layer of security but also ensures that even if someone else is guessing your password, they cannot get in
đĄď¸ Type 2 - Locked Due to Suspicious Activity
Duelbits monitors accounts for unusual behaviour. If the platform detects activity that may indicate unauthorised access, fraud, or a Terms of Service violation, your account may be restricted or locked as a security precaution.
Examples of activity that can trigger a security lock:
Login from an unusual location or device
Multiple rapid deposits or withdrawals with no wagering
Patterns consistent with multi-accounting or bonus abuse
Detection of VPN or proxy use from a restricted country
Activity flagged by automated fraud detection systems
How to resolve it:
Contact Duelbits support via Live Support or [email protected].
Provide your User ID.
Explain that you are unable to access your account and ask why it was locked.
The support team will explain the reason and advise on next steps, which may include answering security questions or providing documentation.
How to know if this happened to you:
Duelbits sends a notification to your registered email every time someone logs in to your account. If you see a login notification you did not initiate, your account may have been locked as a precaution, or it may be a sign that someone else accessed it. In either case, contact support immediately.
đ Type 3 - Locked Due to a Compliance Hold
Your account may be restricted while an AML (Anti-Money Laundering) or identity verification review is in progress. During a compliance hold, you may be unable to withdraw, deposit, or play until the review is completed.
This is not a punishment, it is a regulatory requirement. Licensed operators are legally required to verify player identity and the legitimacy of funds under certain conditions.
How to resolve it:
Check your email: the compliance team will have contacted you at your registered email address with details of what documents are needed.
Gather the requested documents. Common requests include:
Government-issued photo ID (passport, national identity card, or driving licence)
Proof of residence (utility bill or bank statement, typically dated within the last 3 months)
Proof of ownership of your payment method or crypto wallet
Source of wealth or source of funds documentation for higher-activity accounts
Submit the documents through the channel indicated in the email (typically [email protected] or via Live Support).
Wait for the review to complete, the team will notify you when it is done.
Timeline:
Review times vary depending on the complexity of the case. Some reviews are resolved within a few hours, while others may take days to weeks. There is no fixed deadline for submitting documents, but your account will remain restricted until the review is completed. Responding promptly speeds up the process.
đŤ Type 4 - Locked Due to a Terms of Service Violation
If your account was closed or permanently restricted for violating the Terms of Service, for example, multi-accounting, VPN use from a restricted country, underage gambling, professional play, or bonus abuse, the situation is different from the types above.
TOS violations are determined by the Duelbits compliance team and may result in:
Permanent account closure
Balance freezing or confiscation of winnings
Voiding of all bets and promotional entries
If you believe a violation was applied in error, contact [email protected] with your User ID and a clear explanation of why you believe the action was incorrect. The support team will review your case. However, enforcement decisions related to TOS violations are at Duelbits' discretion.
đ What to Prepare Before Contacting Support
Regardless of the type of lock, having the following ready will speed up the process:
Your User ID: found in Profile â Settings â User Information (if you can still access the site). If you cannot log in, provide your registered email address and display name instead
Your registered email address
A description of what happened: when you last accessed the account, what error or message you saw, and any suspicious activity you noticed
Any documents the compliance team may have already requested (if applicable)
đ Login Notifications - Your Early Warning System
Duelbits sends a notification to your registered email every time someone logs in to your account. This is your early warning system:
If you receive a login notification you recognise, everything is fine
If you receive a login notification you did not initiate, someone else may have accessed your account, change your password immediately and contact support
Do not ignore unexpected login notifications. Acting quickly can prevent an attacker from changing your settings, withdrawing funds, or causing further damage.
â Frequently Asked Questions
My account is locked and I do not know why. What should I do?
Contact support via Live Support or [email protected] with your User ID (or registered email if you cannot log in). The team will explain why the account was locked and what steps are needed to resolve it.
How many failed login attempts before my account is locked?
Five consecutive failed attempts. After that, the account is locked automatically.
Can I unlock my account myself after a failed login lockout?
Yes. Use the Forgot Password feature to reset your password and regain access without needing to contact support.
How long does a compliance hold last?
It depends on the complexity of the review and how quickly you submit the requested documents. Some cases resolve in hours, others take days to weeks.
Will I lose my balance if my account is locked?
For failed login lockouts and suspicious activity locks, your balance is safe, it remains in your account until access is restored. For compliance holds, your balance is held until the review is complete. For TOS violations, balance may be frozen or confiscated depending on the nature of the breach.
I received a login notification I did not initiate. What should I do?
Change your password immediately from Profile â Security. Then contact support to report the unauthorised access. If you have 2FA enabled, the attacker likely could not complete the login, but report it regardless.