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.
Duxcasino - Player’s struggling to verify his account.
Amount: €130
Duxcasino
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
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 ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
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
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3 years ago
Translation
Hello Christina,
yes the only thing that is not accepted is my proof of address. Everything else was approved.
Automatic translation:
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3 years ago
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.
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3 years ago
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.
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3 years ago
Translation
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
Automatic translation:
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3 years ago
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
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3 years ago
Request for withdrawal again please, it should work now 🙂
Sorry for this situation again.
Best Regards,
DuxCasino team
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3 years ago
Translation
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.
Automatic translation:
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3 years ago
Nice to hear that everything is good now. Hope to see you soon in our casino 😉
Best Regards,
DuxCasino team
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3 years ago
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
