Duxcasino - Обліковий запис гравця закрито, а виведення коштів відкладено.

I'm reaching out to Casino Guru to assist in a troubling situation with DuxCasino, involving the indefinite closure of my account and refusal to release a €5,000 withdrawal, despite my fulfillment of all requested verification steps. DuxCasino has not provided any clear explanation or timeframe regarding the status of my funds.

Issue Details

Withdrawal Date: October 7, 2024

Amount: €5,000 (withdrawal requested to my verified Skrill account)

Timeline of Events

October 7, 2024: I requested a €5,000 withdrawal from DuxCasino to my Skrill account.

October 8-28, 2024: DuxCasino requested verification documents, which I provided promptly. These included screenshots of my Skrill transactions and account details.

October 24, 2024: After submitting all documents, I received confirmation that they were under review by DuxCasino’s "relevant team." Since then, there have been no meaningful updates, and my account was suddenly closed without an adequate reason.

October 28, 2024: I reached out to DuxCasino again for clarification, explaining my frustration with the lack of progress. Their response was vague, stating they were "waiting for a response," without offering a clear timeline.

My Efforts to Resolve the Issue

I’ve promptly supplied all necessary documents whenever requested.

I’ve repeatedly followed up for an update, only to receive ambiguous responses and no clarity on when I might expect payment.

Impact

The unexplained delay and account closure have left me in a challenging financial position. Despite meeting all of DuxCasino's verification requirements, the lack of transparency and indefinite delay seem unfair and indicate an attempt to withhold payment without just cause.

Requested Resolution

The €5,000 withdrawal should be processed and paid out without further delay. Given my full compliance, there is no valid reason for DuxCasino to withhold these funds.

I appreciate any assistance Casino Guru can provide to reach a fair outcome in this matter.

Dear ashirel, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if any of your identity documents have been approved by the casino?

Which documents you have already provided and when exactly did you send the last one?

Have you made sure to provide all the required documents in the correct format?

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, 

Veronika

Yes all, They said they would pay. Still haven't received anything 🙁

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding your verification and the subsequent delay in your payout at veronika.l@casino.guru. Thank you for your patience and cooperation.

They paid!

Dear ashirel,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru