I was a very satisfied customer of DuckDice and found the live support but also the playing conditions, the payout speed and everything else extremely likeable.

I don't know what happened, but last week everything changed.

Since I don't want to make any claims, I'll write the chronology as I take it from my emails:

20.03.2023:
I write to support to have my 2FA reset, as I kept having problems with Google's Authentificator app on my smartphone at the time. My username was Firstsamurai.

08.04.2023:
Same problem. I had sent the smartphone in because of the ongoing problems. Get it back, but it's reset to factory settings. Live support recommend that I set up a new account in live support and have the old one closed.

11.07.2023:
Another problem with 2FA, in the meantime my username is magix, because I was asked to "just make a new one".

15.08.2023:
I am asked to do KYC Level 1 again. Duckdice has apparently outsourced this process to Sumsub. I upload the same documents again, take a selfie and get the message: "We rejected you application because you have submitted your documents on another profile. If you have any queries, please contact the Company where you try to verify your profile". I contact the support team and explain the situation. A few days later, the payment is approved and I assume that Duckdice has manually "reassigned" KYC Level 1 because I had already successfully passed this level with the user name magix.

04.10.2023:
I change my smartphone because the problems don't stop, ask again about 2FA reset and decide to stop using this form because I have to write to support every time and don't hear anything for days. Duckdice's live support is great, immediately available, but seems very limited in its powers. At KYC, there are only a few people available and that's why it takes longer.

08.10.2023:
The live support recommends that I create a new account again, as this time the support does not answer me within a reasonable period of time. Since it is not allowed to have several accounts and I don't want to do anything wrong, I write to the support: "I have allowed myself to create a new account with the username kbopunter and the email address kbopunter@XXX. There I have now selected the 2-factor authentication email. I always had problems with the Google authenticator in the past. Please close the account magix so that I am not registered twice with you. I would like a brief confirmation that this is all correct." and that's where the problems start.

09.10.2023:
Support replies to my first email of 04.10.2023 and I reply: "Hello. The issue of resetting the two-factor authentication has been resolved. Please confirm that the account is closed and that I will not have any problems using the new user name "kbopunter" with the e-mail address kbopunter@XXX. with you. Thank you!"

16.10.2023:
I am being asked to complete KYC Level 1 due to a withdrawal request. Since I knew from the last time that this probably won't work, I write to the support team beforehand this time: "Hello support team. I have a question about the level 1 self-verification problem. I was asked to complete this. The last time I did this on the account with the username "magix", I got the message: "We have rejected your application because you submitted your documents on a different profile. If you have any questions, please contact the company you are trying to verify your profile with." Since my current account with the username "kbopunter" was also only opened because I couldn't log in for days (problems with 2FA), I assume the problem will arise again. Question: Should I start the process anyway or can you take the documents from my first account with the user name "firstsamurai"? I have, of course, closed the "magix" account so that I do not have several accounts with Duckdice (see below). Best."

19.10.2023:
I do not receive an answer to this mail. The live support refers to the core team. They recommend uploading the documents anyway and writing to support at the same time, so I do that again. I write that my current username is kbopunter and that the documents can be found under my first account "firstsamurai".

20.10.2023:
The account is still accessible, but I am deprived of the possibility to place bets. I ask live support, but they can't help and put me off until Monday.

23.10.2023: The account was blocked, the current account balance was paid out to me. In the live chat they tell me that they will not give any information. I write that I will publish this case here and then they come out with the accusation that I have opened several accounts and have thus violated the regulations. Moreover, even with my first account, I never completed KYC Lvel 1 properly.

You can think what you like about it, but I always try to act correctly. I always try to remain calm and decent. Hopefully the live support staff can confirm that. You just get totally unsettled when your account is suddenly blocked and the account balance is not paid out. Fortunately, that was taken care of this morning. Of course, I could now live with the fact that DuckDice no longer wants me as a customer. I already noticed that last week with the customer-unfriendly actions.
But what I find really alarming is that they don't answer emails and arbitrarily block accounts, even though I believe I have always followed the advice they gave me.

Perhaps the live support team should consult better with the core team about what is recommended to the customers.

So if you are a DuckDice customer or want to become one, wait until the support team responds by email. It can take days, but opening a second account, as they recommend, like it's no big deal, is something I would never do again.