Duxcasino - Player's account has been closed with confiscated funds.

Hello, about 20 days ago I registered in the casino and then passed their verification. I have never used a bonus and have only played blackjack. I played for about 2 weeks during which I lost and won, making deposits and withdrawals successfully. The last time around 6-7 days I requested a withdrawal of 400 euros, the casino asked for additional documents and I sent them. Yesterday they contacted me and said that they are closing my account and will not pay me the 855 euros that I had in the account. They claim that I violated their site rules and used illegal strategies.

Dear stoyanstoyanov990,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you've faced with your account and the withdrawal issue at the casino.

To help us better understand the situation and proceed with resolving your complaint, could you please clarify the following points?

• Could you share the exact documents that the casino requested and whether they confirmed receiving all the necessary paperwork from you?
• Have they provided any specific details regarding the "illegal strategies" they claim you used? Are there any specific actions they are accusing you of, such as betting patterns or game behavior?
• Were you notified about any specific terms or conditions at the time of your registration that might be related to the alleged violation?
• Did you receive any formal communication explaining why your account was closed and why the €855 balance will not be paid out?

If you have any relevant communication, such as emails or screenshots from the casino regarding your account closure and withdrawal request, please feel free to forward them to petronela.k@casino.guru. This will help us in mediating the issue more effectively.

Your cooperation is essential for us to move forward with the case. Without your input and further details, we may not be able to proceed in resolving this matter.

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,

Petronela