The player from Germany had requested a withdrawal less than two weeks prior to submitting his complaint. His money hadn't been received at that time. After submitting the complaint, the player confirmed that he had received his payment. We had advised him to be patient as withdrawals could take up to 14 days due to KYC verification or high volume of withdrawal requests. The issue was successfully resolved, the player received his winnings, and we closed the complaint.
Duxcasino - Player believes that their withdrawal has been delayed.
Amount: €200
Duxcasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
Hello, on 10/09/2023, I requested a withdrawal of €200 from Dux Casino. The withdrawal was only confirmed after my inquiry on 15/09. The support team just tells me to be patient and does not provide any timeframe for how long I should wait. Previously, withdrawals always went smoothly and fairly quickly. The website's terms and conditions state that it takes a maximum of 3 working days to process a withdrawal. I really want to finally receive my payout!
Thank you and best regards,
Automatic translation:
Public
Public
7 months ago
Dear dan666,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
7 months ago
Translation
Hello, payment came today. Please close complaint.
Thanks and LG
Automatic translation:
Public
Public
7 months ago
Dear dan666,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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