Duxcasino - Pelaajan kotiuttaminen viivästyy.

I played on mid December. My account had already been asked for 6 pieces of verification in the past including

• Bank card used to deposit
• Back and front of ID
• Live selfie
• e-wallet details
• e-wallet deposit into the casino

One would think this is enough to confirm my identity, however upon winning the disputed amount and initiating a withdrawal, I was asked for

• 3 months payslips
• list of all deposits into the casino for the last three months
• my last years tax return
• proof of employment

I provided these and confirmed on live chat that my account was verified. Since then my withdrawal sits and pending, but they have not processed it

Dear skhan1414,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've experienced with your withdrawal.

To help us proceed with investigating the situation, I would appreciate some clarification on the following points:

• Could you provide any communication you've had with the casino after your verification was completed, especially regarding the status of your withdrawal?
• Have you received any specific reasons from the casino for the delay in processing your withdrawal after they confirmed your account verification?
• Could you share any screenshots or documents from your interaction with customer support confirming your account was verified or showing their request for additional documents?

Your cooperation is essential for us to move forward with your case and help resolve the issue.

If you have any relevant communication or documents, please feel free to forward them to my email at petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi there,

I have forwarded four emails to Petronela's address as listed above showing my recent attempts to engage with DUX casino support.

• Email to support 17/01 - still no reply sent from support
• Chat transcript confirming that my identity is verified, but they are having "technical issues" with no timescale for resolution for processing my withdrawal
• I have also added the original verification email requests from Dux , dated 18/12/24 and once that was fulfilled they sent an additional request dated 23/12/24 with a 30 day time limit. I fulfilled all document requests by 12/01/25

One more thing to note is that withdrawals have been working fine for months on my account including 2 days before the withdrawal request. I have 8 successful withdrawals on my account from June ranging from several hundred to several thousand euros

Dear skhan1414,

I understand how frustrating this must be, particularly considering your successful withdrawal history prior to this issue. Based on your recent communication, it seems that the casino has confirmed your identity, but is experiencing "technical issues" that are affecting the processing of your withdrawal.

Given that the KYC process was confirmed on January 14, 2025, we will extend the timer for an additional 6 days to give the casino the necessary time to resolve these issues and process your withdrawal. I fully recognize that waiting is difficult, but I hope this will allow the casino to complete the necessary steps to fulfill your request.

I encourage you to continue checking in with their support team, and please keep us updated on any further developments. If you need any additional assistance or have further concerns, don’t hesitate to reach out.

I hope we will be able to help you resolve this issue as soon as possible.

It's quite clear there is no "technical issue" as they keep sending more questions related to my income. They have a very basic SoW form and I answered the questions as best I could but they are picking apart every answer clearly looking for some reason not to pay out.,

I am an independent contractor who obviously has fallow periods between contracts, I have made a mistake about my gross income, which I have asked them to correct as I was thinking about my old job when I answered the question, I am not clear as to how this should affect my verification though.

Anyway now after being told my account was verified as confirmed to you casino guru they are now asking for more verification documents in the form of three months worth of bank statements, this will make 15 pieces of verification required teased out over a 5 week period to clearly delay the withdrawal.

If this level of verification is required to play and withdraw at this casino it should be asked for before depositing. As someone who is self employed I have never been asked for this level of documents by any organisation ever and I have dealt with large multi nationals and government organisations

I have today sent the bank statements, I physically have no other documents left to give . At this point they have more information on me than any other organisation I've ever dealt with. I do not see what else I could give to prove my identity. They've taken pictures of me, asked for ID, income, bank statements, letters of employment , deposit receipts and tax returns all of which have been supplied. If they stall it any further then this is just blatant abuse of the source of wealth / anti money laundering legislation to enrich themselves at the players expense

Hi skhan1414,

I understand your frustration, and I appreciate the detailed explanation of your situation. Source of Wealth (SoW) and Anti-Money Laundering (AML) checks can sometimes feel excessive, especially when multiple documents are requested over a long period. However, these procedures are a legal requirement for casinos, particularly those operating under an MGA (Malta Gaming Authority) license.

Casinos must ensure that funds used for gambling come from legitimate sources, and they are obligated to follow strict regulations to prevent financial crimes. While it can be inconvenient, this is not something the casino can simply overlook, as failing to comply with AML rules could lead to serious consequences for them.

That being said, we agree that verification should be as transparent and efficient as possible. If you have already provided everything requested, the casino should now be able to complete the process. Since you uploaded the required documents for AML verification just yesterday, we need to allow the casino some time to review them.

We appreciate your patience and will keep you updated on any progress.

I uploaded the bank statements to DUX on 29/01 and here we are on 03/02 and not a single word from them. They can reject documents in minutes, but when the correct information is supplied to them they just leave you waiting for days.

I urge anyone who reads this to avoid playing here, the safety rating can no longer be relied upon

I've just come off live chat where they are now saying they are too busy to verify my account even though I have already waited 5 days. Absolute clown show of a casino.

I have also forwarded to Petronella a screenshot of my account showing the 15! documents under verification and a copy of the live chat transcript today where I'm told "we're busy - please keep waiting."

Thank you very much, skhan1414, for providing all the necessary information. I will now transfer your complaint to my colleague, Natalia (natalia.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear skhan1414,

I hope this message finds you well. I’ve reviewed your case and I’m sorry to hear about the difficulties you’re experiencing with the verification process. I will reach out to the casino on your behalf to seek a resolution. We’ll see what can be done once they respond.

Dear Duxcasino,

I would like to invite you to join this conversation to help resolve the player's complaint. Could you please provide more information regarding the current status of the verification for the player’s account? Specifically, I would appreciate it if you could clarify:

• At what stage is the verification process?
• Is any additional documentation required?
• What is the estimated timeframe for completing the KYC procedures?

Thank you for your attention to this matter. I look forward to your prompt response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

So I've reached the end of the line with this casino. After providing all the documents they have thrown another request for verification to me - this is the 16th request to prove my income even though I have provided proof of employment, payslips, tax statements and bank accounts

Based on my ethnicity and surname - continuing to profile me as a potential money launderer and or terrorist at this point is racial profiling.

I have had to deal with this kind of bigotry my entire life and it's no surprise to see Dux casino continuing this blatant racist attitude to it's non white clientele

I am refusing to send any more documentation if they can't say that I am who I am at this point

I have shown C guru that this process ahs been ongoing since mid December I have been "verified" according to live chat - then unverified - have proved my income and identity time and time again.

If you are a non white player be prepared to have your entire existence gone through with a fine tooth comb in the name of "regulations"

I get AML and SoW and have played elsewhere with no issues like I have ever encountered here, I have given more than enough information to fulfil beyond the minimum requirements and now it is just stealing money because they are abusing their terms and conditions against a non white player.

I would ask Casino Guru to admonish this casino for their racist profiling of players

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

The verification process is still ongoing as we are waiting for the player to provide us with documentary evidence that the funds were used to top up the SKRILL wallet. The deposits in Skrill are not reflected in the uploaded

statements.

The timeframe for completing the KYC procedure depends on how fast the player provides the requested and correct documents, usually, our team has 24 hours to review a newly received document.

Let us know if you have any further questions.

Best Regards,

Duxcasino

the skrill account has been funded with gambling winnings. I keep my bank account and gambling sperate

Also this response by DUX shows some neck to say the KYC process depends on me yet no matter how many documents I have provided since middle of December they tease out a request for one or two more every time.

It's an insult to say this delay is caused by me. As I say this is a racist organisation holding my winnings to ransom hiding behind "regulations" when I have gone over and above to prove my income and identity.

Cn DUX answer why they will not accept gambling winnings as my recent skrill funding as my statemen shows? Especially as I have shown tax returns, bank statements, payslips and income

Again, if you're a non Caucasian player, this kind of racist abuse of kyc regulations is the norm for this casino it seems.

I have no more information to give DUX, so it seems all I can do is call out their blatant racist abuse of the kyc regualtions

Dear skhan1414, I'd appreciate it if you could provide more information so that I understand the whole situation. Please confirm if I understand correctly that you have only used a Skrill wallet to make your deposits to your Duxcasino account. Have you already provided your Skrill statement?

You don't use your bank account where you receive your salary to top-up your Skrill account?

Would it be possible to obtain screenshots from other gambling establishments where you had winnings to confirm your withdrawals into your Skrill wallet?

I have forwarded on approx €16,000 worth of withdrawals today to both you, Natalia and DUX casino for the three months in question. Those withdrawals are at another casino i was playing at during this time.

This is absolutely the last thing I can provide

I have mentioned before I keep my gambling and banking sperate for a long time now, However I am now in the Kafkaesque position that DUX want to see a transfer out to a bank of the aforementioned 16k worth of withdrawals even though i have kept all gambling winnings in Skrill, obviously here have been subsequent deposits to DUX and others, it seems the back office are happy to request reams of documents for forensic approval but refuse to actually read them properly.

Surely at this point this must be classed as as abuse Natalia

Dear skhan1414, I understand you feel frustrated because of this long exhausting process, however, I'd appreciate it if you could collaborate and respond to all my questions from the previous post:

• Please, confirm if I understand correctly that you have only used a Skrill wallet to make your deposits to your Duxcasino account.
• You don't use your bank account where you receive your salary to top-up your Skrill account, is it correct?
• Additionally, please, specify what was the overall amount of your deposits to Duxcasino?

I can see that you forwarded me an email from the casino support, asking to provide them with the Skrill bank statement, which I also asked you about. Why cannot you provide such a document?

Please, confirm if I understand correctly that you have only used a Skrill wallet to make your deposits to your Duxcasino account. Yes

You don't use your bank account where you receive your salary to top-up your Skrill account, is it correct? that's correct

Additionally, please, specify what was the overall amount of your deposits to Duxcasino? €7534

My skrill account was funded from an ewallet, which has since been closed down, however it's not relevant to this conversation as we have established my identity and income many times over. I have provided a a statement to DUX showing all my transactions in and out of my skrill wallet for the time period they have requested

Dear skhan1414, thank you very much for specifying this.

According to standard AML policies that all licensed casinos must follow, if a player deposits over $5,000, verification of the source of wealth is required. Since you confirmed the deposit of over €7,000 at Duxcasino, it is legitimate for them to request documentation to verify your source of funds.

While you've provided your payslips, the email you shared indicates that the casino has requested additional documents. In the questionnaire, you reported an annual income of €150,000, but your salary was lower.

Given that you deposited via one Skrill wallet, it is reasonable for the casino to ask for your Skrill bank statement. This statement will help verify your deposits and also show the source of your winnings from other casinos, connecting them with related transactions in Skrill.

Have you submitted your Skrill statement to the casino, the same one you shared with me in your email? Based on the current situation, this statement seems to be the missing piece, and providing it should be sufficient for the casino to complete your account verification.

yes I sent to them last month at least, they've had it for four weeks

so now this morning I have forwarded an email to you Natalia confirming that DUX are now asking for the statement which they already have, which only confirms my suspicions that they are not acting in AML/SoW capacity, but a scattergun approach to try and wrongfoot players so they can withhold winnings. They have all the information to confirm everything I have told them and they don't seem to know that. That is worrying from a player point of view.

Will the casino now confirm that the verification must be complete?

they have this morning now requested the same skrill statement that is already uploaded to their casino verification profile webpage. In order to bring this matter to a close I have emailed them the document. Surely this must be the final piece as you yourself Natalia have conformed to me?

Dear Duxcasino, please explain what is now requested from the player. According to his words, the Skrill bank statement was already uploaded to his casino account. Do you see this document? Are there any problems opening it?

I can confirm that skhan1414 sent me the Skrill statement in which there are payments from another gambling establishment. The screenshots showing the player's withdrawal history correlate with the received payments in his Skrill statement. I hope you have access to the document, too, and can review it.

Dear Natalia,

Thank you for your attention.

We have received the Skrill statement, but we will need to see the screenshot showing the winnings from other gambling establishments used to fund the Skrill account.

We are looking forward to your reply.

Best Regards,

Duxcasino

I have sent these across just now as Natalia can confirm

Dear Duxcasino, please let us know once you receive the screenshots and can proceed with the review. Thank you.

Hello!

Thank you for your cooperation.

Our team is currently reviewing the information, once we have an update we will notify you immediately.

Best Regards,

Duxcasino

I have just received an email requesting me to withdraw the whole balance from DUX and email support to confirm, which I have done. Due to the limits on withdrawal I had to split it in to two requests (€4000 + €1290), I have shared the email with Natalia to confirm and as soon as I have been paid I will mark this complaint as resolved

so they have paid out the €1290 and cancelled the €4000, I'm assuming the automated max cashout system has come in to play

Thank you for the updates, skhan1414. I hope the payouts will be processed without delays, please keep us informed about future developments.

I have received the final tranche of my withdrawal so am ready to mark this complaint resolved. I would like to thank Casino Guru staff for their assistance in this matter.

I would also like to note that the use of AML/SoW as a weapon against customers to prevent withdrawing of winnings needs serious review by the MGA in this case. It shouldn't fall on casino players to have to publicly call out poor behaviour on a third party website.

.

Dear skhan1414,

I'm really glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru