Duxcasino - Player’s withdrawal requests are denied repeatedly.

Hi,

I need your help regarding my Duxcasino Account.Today on 21/06/2023 got 20 no deposit free spins from Duxcasino for my birthday on slot Named Birthday.

I won usd 2.16 from those 20 no deposit free spins, wagering requirement for the free spins win was usd 64.08.

I completed the wagering for the 20 no deposit free spins and I got a pop up on my account informing me that wagering is complete and I also checked the bonus tab and there also it was showing that the wagering was completed.

I requested withdrawal for usd 30 since I had completed the wagering for the 20 no deposit free spins bonus I got today, but Dux casino rejected my withdrawal request and told me that I still needed to wager usd 120 for the three deposits I made of usd 20 each totalling usd 60 on my account till date that I have already lost all the deposits I made few months ago.They told me I have to wager my total deposit usd 60 3 times and they gave me the usd 120 as the amount still needed to wager.

I asked them why I need to wager the deposits that I made months ago which I had already lost and didn't even win anything or cashed out from the deposits that I made, they told me I have to do it to avoid money laundering.That is ridiculous all the usd 60 that I deposited I have lost so why would I wager my deposits that I lost!?

They forced me to wager another usd 120 for my deposits that I made.I wagered the remaining usd 120 and then I talked to their chat support , chat agent confirmed that my withdrawal should be processed now since I completed the remaining wagering of usd 120.After I wagered the required usd 120 I had usd 50.17 on my account.

I requested withdrawal of usd 50 .This was third time I requested withdrawal, after talking to their chat support and getting the confirmation.

Again my withdrawal request was rejected by their finance email support for the third time and again they told me I had to wager usd 120.

I emailed them with screenshots of proof that shows that I had already wagered the required amount.

Please help me with the withdrawal they are trying to scam me.I have done everything they told me but still they don't process my withdrawal.

I am unable to attach any screenshots your system is not letting me upload any attachments getting red error message Attachment upload has failed.

I have all the proof in screenshots I can send it to you email please.

I can

Thank you

Rocky

Dear Rocky_210690,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duxcasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain what games have you played in order to progress the wagering requirements set by the casino? Did the casino explain why the wagering of your deposits that were already lost was necessary?

Could you please try posting the screenshots again? If it won't work please send them to tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you .. they have approved the withdrawal after I complaint..

Thank you

I am glad to hear the casino approved your withdrawal. Could you please confirm the withdrawal reached you? May we consider the issue resolved?

Yes thank you.

Dear Rocky_210690,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru