Home Complaints Dux Casino - Player’s withdrawal has been delayed.

Amount: €750

Dux Casino - Player’s withdrawal has been delayed.

6.8/10 Fresh reputation Submitted: 16 Sep 2020 | Resolved : 18 Sep 2020
Our verdict

Case closed


Case summary

14 days ago - 18 Sep 2020

The player from Germany requested a withdrawal, but it was delayed due to unfinished KYC. The player informed us, this issue was resolved.

Written by Kristína
Casino analyst and complaint specialist
Show English translation Show German original

Hello. I played there, paid a total of 180 50 bank account 130 via paysafe. Now I've won 750 euros and it won't be paid out to me.

I should upload everything I did, something different came up every time, chat blocks me.

Last statement was I should upload the 50 paysafe, but it was a 100.

I split them, but he didn't understand that you can do that, so the chat was broken off. I can't get any further now. I play in some casinos and am also vip at some, but that's the worst so far despite the mga license.

Automatic translation

Dear Normen,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please, be aware that most casinos take KYC very seriously in order to send the winnings to the right player.

I am not sure what you mean by the split of the payment. Could you please explain it in more details?

Could you, please, forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,


Show English translation Show German original

Dux has now paid off. thank you

Automatic translation

We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.