The player from Germany is struggling to complete the KYC. The casino required proof of address, but those provided by the player haven’t been accepted. The issue was successfully resolved, the player received his funds.
The player from Germany is struggling to complete the KYC. The casino required proof of address, but those provided by the player haven’t been accepted. The issue was successfully resolved, the player received his funds.
The player from Germany is struggling to complete the KYC. The casino required proof of address, but those provided by the player haven’t been accepted. The issue was successfully resolved, the player received his funds.
Dear Sir or Madam,
my verification has been ridiculous since Sunday at DuxCasino. My bank statements and mobile phone bill will not be accepted as proof of address. The following is available for upload: electricity (my girlfriend uses), gas (we don't have it), mobile phone bill or bank statement to prove your address. A landline phone contract is also possible.
The support gave me the rejection for the third time. According to support, their new guidelines are not updated, so the documents are not valid. I should please provide evidence of the electricity or gas bill.
i can't cash out and i'm desperate! We're talking about € 115 that I won. I deposited € 20 with no bonus.
What can I do against it?
Kind regards,
M ***
Sehr geehrte Damen und Herren,
meine Verifizierung wird seit Sonntag inslächerliche gezogen, bei DuxCasino. Meine Kontoauszüge und Handyrechnung wird nicht als Adressnachweis anerkannt. Dabei steht zum Upload folgendes zur Verfügung: Strom (bezieht meine Freundin), Gas(haben wir nicht), Handyrechnung oder Kontoauszug zum Nachweis Ihrer Adresse. Ein Telefonfestnetz Vertrag ist auch möglich.
Mir wurde vom Support bereits das dritte mal die Ablehnung daher gelegt. Laut Support sind deren neuen Richtlinien nicht aktualisiert, daher sind die Dokumente nicht gültig. Ich soll doch bitte die Strom oder Gasrechnung nachweisen.
ich kann nicht auszahlen und bin verzweifelt! Wir sprechen hier von 115€ die ich gewonnen habe. Ich habe 20€ ohne Bonus eingezahlt.
was kann ich dagegen tun?
mfg,
M***
Dear Alexander,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Is providing this proof of address the only thing holding you back from completing the KYC? Did the casino approve the rest of your documents?
Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
Dear Alexander,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Is providing this proof of address the only thing holding you back from completing the KYC? Did the casino approve the rest of your documents?
Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
Thank you very much Alexander for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Thank you very much Alexander for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hi Alexander,
I looked at your case and understand the situation. Is there a tax invoice or a paycheck that you could use as a proof of address? I will contact the casino and see if I can help. I would like to invite DuxCasino to the conversation to participate in the resolution of this complaint.
Hi Alexander,
I looked at your case and understand the situation. Is there a tax invoice or a paycheck that you could use as a proof of address? I will contact the casino and see if I can help. I would like to invite DuxCasino to the conversation to participate in the resolution of this complaint.
Hi Peter,
Since I've been in the home office since November, I haven't seen my pay slip since November. I have to take care of it.
I had attached the landline phone bill, which was also accepted. Yesterday I wanted to withdraw and saw that the accepted bill was canceled. I should send the document as a PDF. Upload. I downloaded the invoice and did it like that, and I'm waiting for this document to be accepted. Normally everything should be sorted out then, hopefully.
I think it's pretty outrageous and cheeky that the above documents are not accepted because the casino has new guidelines. As long as I as an end user do not see this, this is not legal in my eyes, so the casino should and should accept these documents.
With best regards,
Alex
Hallo Peter,
da ich seit November im HomeOffice bin, hab ich seit November meinen Lohnzettel nicht mehr gesehen. Ich muss mich mal drum kümmern.
Ich hatte die Festnetz Telefon Rechnung angehängt, die wurde auch akzeptiert. Gestern wollte ich Auszahlen und habe gesehen, das die akzeptierte Rechnung abgesagt wurde. Ich soll das Dokument als PDF. Hochladen. Ich habe mir die Rechnung runtergeladen und das so gemacht und warte bis dieses Dokument akzeptiert wird. Normalerweise sollte dann alles geklärt sein, hoffentlich.
ich finde es ziemlich unverschämt und frech das die o.g. Dokumente nicht akzeptiert werden, weil das Casino neue Rechtlinien hat. Solange ich als Endverbraucher das nicht sehe, ist dies in meinen Augen nicht rechtens, somit sollte und müsste das Casino diese Dokumente akzeptieren.
Mit freundlichen Grüßen,
Alex
Hello!
Sorry for this delay. Your account is verified now. You can request a withdrawal.
We will be happy to see you in our casino again 😉
Best Regards,
DuxCasino team
Hello!
Sorry for this delay. Your account is verified now. You can request a withdrawal.
We will be happy to see you in our casino again 😉
Best Regards,
DuxCasino team
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
Request for withdrawal again please, it should work now 🙂
Sorry for this situation again.
Best Regards,
DuxCasino team
Request for withdrawal again please, it should work now 🙂
Sorry for this situation again.
Best Regards,
DuxCasino team
Thanks, everything worked out. I hope that in the distant future we will have fewer problems, until none. 😉😊
Thanks also to Casino Guru, Peter and Christina for the help.
Danke es hat alles geklappt. Ich hoffe das wir in ferner Zukunft weniger Probleme haben werden, bis keine. 😉😊
Danke auch an Casino Guru, Peter und Christina für die Hilfe.
Nice to hear that everything is good now. Hope to see you soon in our casino 😉
Best Regards,
DuxCasino team
Nice to hear that everything is good now. Hope to see you soon in our casino 😉
Best Regards,
DuxCasino team
Hi all,
Thank you for your replies.
Dear Alex,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
Hi all,
Thank you for your replies.
Dear Alex,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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