The player from Austria has deposited funds without accepting any bonus. When he’s tried to withdraw the winnings, he was informed it won’t be possible without completing obligatory deposit wagering. We rejected the complaint because the player didn't respond to our messages and questions.
Duxcasino - Player’s dissatisfied with obligatory deposit wagering before withdrawing funds.
Amount: €970
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi there,
I deposited € 375 and after an hour of Lightning Roulette I won € 970! After days of verification they suddenly said - no payout possible! Have to gamble away the deposited amount several times (did not use a bonus) cheek!
Lt. Chat: In order to make a withdrawal, a player must play through actively deposited amounts at least three times (10 times for live / table) before withdrawing. This procedure is in line with anti-money laundering practices. The player is fully responsible for paying all fees and taxes imposed on their winnings under the laws of the jurisdiction of the player's place of residence.
We therefore ask you to wager the deposit to the required amount and then a new withdrawal can be made.
I have canceled the now pending withdrawal so you can start wagering the money
Payment team 08:26
You can send your objections to support@duxcasino.com if you have any
Can somebody help me ? Didn't have a BONUS
thanks
Kind regards
Astner Stephan
Automatic translation:
Public
Public
3 years ago
Dear Stephan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.duxcasino.com/terms-and-conditions:
"Please note that if you requested a withdrawal, but the sum of bets made since last deposit is less than three (3) times the size of that deposit, the Casino reserves the right to charge you the costs of transaction processing for deposit and withdrawals. This decision is at sole discretion of the Casino."
"Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times."
It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.
Unfortunately, there’s nothing we could help you with. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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