The player from Austria has been accused of opening multiple accounts. After a closer examination, we ended up rejecting this complaint as unjustified.
Duxcasino - Player has been accused of opening multiple accounts.
Amount: €7,225
Duxcasino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Ladies and Gentlemen
I turn to you with my problem.
Being able to help my best friend
The point is that I recommended the duxcasino to my friends
He registered there, deposited 50 euros in the form of a Paysafe card and applied for his winnings of 7200 euros.
In order to make the payout, however, he would have to upload his documents and make a deposit of 20 euros via paysafe as verification
After the transfer it was said that he should do a verification with his online banking with a 25 euro transfer
On a Friday he wrote to Casino Support whether everything was okay with his documents and data and he was assured that his money would be there in 1 week at the latest
so the payout has been confirmed
After the week went by, he tried to log in but his account was blocked, including his winnings
Because the casino only communicates in English, he asked me for advice
When we wrote together with the casino why and why the account is blocked, the duxcasino said that their system recognized that both accounts were mine and his a bonus under the same IP address
Should have received and that violates their General Terms and Conditions
The thing is that we live about 40 kilometers apart and that this is not possible. I have a completely different IP address than him and we tried desperately to explain it to them
Without success
Now we don't know what to do next
I hope you can help
Kind regards. Yerman P ***
Edited by a Casino Guru admin
Automatic translation:
Public
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3 years ago
Dear Yerman,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if your account has been blocked as well? Are there any funds being held in your account?
Please understand that if we are supposed to help your friend, they need to contact us on their behalf. We shouldn’t discuss any third party information with you.
Thank you in advance for your reply.
Best regards,
Petronela
Public
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3 years ago
Dear Yerman,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
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3 years ago
Translation
Hello my account is also blocked.
I didn't have any credit in the account
Is that enough if we just write or should my friend get in touch with you too?
It's just that we expected the money for a short time and now we fear that we would not get it anymore
It would be legendary if you could do that
Automatic translation:
Public
Public
3 years ago
Please instruct your friend to file an official complaint and we will try to help as soon as possible.
