HomeComplaintsDuxcasino - Player has been accused of opening multiple accounts.

Duxcasino - Player has been accused of opening multiple accounts.

Amount: €7,225

Duxcasino
Safety Index:High
Submitted: 04 Apr 2021 | Case closed : 28 Apr 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Austria has been accused of opening multiple accounts. After a closer examination, we ended up rejecting this complaint as unjustified.

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2 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:
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2 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

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2 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.

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2 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:
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2 years ago

Please instruct your friend to file an official complaint and we will try to help as soon as possible.

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2 years ago

Dear Yerman,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

 

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2 years ago

A new complaint has been submitted. Therefore we rejected this one as unjustified.

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