The player from Germany has requested a withdrawal just a few days ago. It has been pending since due to ongoing account verification. Player’s complaint has been resolved successfully.
Duxcasino - Player’s withdrawal has been delayed.
Amount: €3,000
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
I won € 3000 tonight and I want to cash it out now.
My documents have not been reviewed yet.
I have uploaded everything and unfortunately I have not yet received any feedback on how to proceed. I transferred 2500 € via Klarna and 100 € documented everything verifiably via Paysafecard and also uploaded it to the casino for verification. I ask for your help as this is a lot of money.
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3 years ago
Dear Shawn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. However, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Petronela
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3 years ago
Translation
I have the problem that I have uploaded all documents such as driver's license, personal ID, mobile bill, PaySafeCard account, bank statement, payment receipts there and my proof of payment is not accepted because my IBAN is not on it.
Anyone who is halfway serious pays attention to the intended use, the date, the TAN and can thus understand from which account the money comes. My account has to be verified so that I can pay out money, but new documents are always required and not recognized. Thus everything is artificially drawn out. Something is advertised here that is absolutely not so. I can register and deposit money in my case 2500 by bank transfer and 100 € by Paysafecard. Now I would like to have the € 3000 credit paid out and the provider is inconsistent with accepting my documents, namely the last proof of payment. My money is 2600 € in total and now I should wait for the provider to say maybe in half a year ok you have waited long enough? These data that you should upload as proof are highly sensitive and it's funny that I read something like that more often that you can pay money there without anything but when it comes to the payout it is difficult. I would be happy if you take care that I will be verified. The provider got everything requested. I have never had to upload so much sensitive data that is not normal.
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3 years ago
Translation
And the payout is not pending, it is rejected.
How long has your own IBAN been on a transfer in the banking app? Purpose Date Time Tan and where the money was transferred so that this payment was made by me can be traced on their account.
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3 years ago
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Account is verified I am curious whether my payment will still be declined.
I received an email from support.
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3 years ago
I fully understand your frustration, Shawn. However, as I mentioned previously, withdrawals and verification take a few working days to be completed and processed. I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Hello Shawn,
Have there been any developments since our last conversation?
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3 years ago
Translation
Money was paid out, I had the account with all documents deleted. Thank you for your efforts.
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Shawn, for your confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
