Duxcasino - Pelaajan kotiutus viivästyy jatkuvien vahvistusongelmien vuoksi.

Hello. I would like to submit a formal complaint regarding Dux Casino and my ongoing difficulties with account verification and withdrawal of my winnings.

For several months, I have been attempting to verify my account in order to withdraw my winnings. My account had already been successfully verified in the past, and I previously received a withdrawal without any issues. Despite this, I was asked to undergo verification again.

I provided all the original documents requested by Dux Casino and followed up multiple times through live chat and email. However, the documents remained pending on the website for an extended period without being reviewed. Live chat agents repeatedly assured me that the issue would be escalated, but no effective action was taken.

The situation worsened when I submitted payslips for July, August, and September, exactly as requested by Dux Casino. I was later informed that these documents were "irrelevant." After contacting support again, I was told that the casino actually required the same payslips I had already submitted — the same ones they had previously deemed irrelevant.

At this point, communication has become repetitive and unproductive. Each interaction results in the same requests and contradictory responses, with no progress toward resolving the issue. I am no longer able to effectively communicate with their support team, as they continue to provide the same answers without addressing the problem.

I am requesting your assistance in resolving this matter and helping me obtain my rightful winnings.

Thank you for your time and support.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear lexanut, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila G.

Hello. I do understand the importance of verification process that's why I have been very cooperative with the casino and provided all of the documents they requested from me in original version of the documents. They asked for bank statements for 3 months and payslips and I sent those them right away. The months they requested were July, August and September and that's what I sent to them.

Hello, is there any update on my case?

Dear lexanut, thank you very much for your reply.

Are there any documents in your account that are currently pending verification?

Have you received any communication indicating the status of your latest document submission?

Thank you in advance for your response.

Hello. yes, there are a few screenshots that have been pending for a very long time - it's my Mifinity screenshots with deposits to the casino and also there are those payslips they requested but they were rejected because "document provided is not required for verification" although they did request those a couple of times. They just kept asking for those payslips and I sent them those for the period they asked a couple of times until I just couldn't deal with them anymore and submitted a complaint here.

hello. have there been any updates on this case?

Dear lexanut,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, are there any updates in regards to the verification process? Has the casino provided any feedback?

Thank you for your patience and cooperation.

Hello. I just sent you all the communication I have had with Dux Casino to the email you suggested. Thank you

Hello. Have you received my email with the screenshots? Has there been any progress with the casino?

Dear lexanut,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Duxcasino representative to join this conversation.

Dear Duxcasino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear lexanut,

We would like to inform you that your verification process is still ongoing. Please note that our last request included providing source of wealth documents for a period of 3 months alongside completing the quick questionnaire.

Although you have now completed the questionnaire, the provided payslips cover the period of July and August only. We still require payslips for September.

Could you please send payslips covering full September? As soon as the document is provided, it will be reviewed as quickly as possible. Please note that these requested documents are standard procedure in line with our AML requirements.

If you have any further questions or need assistance, please let us know.

Best regards,

Duxcasino

Dear lexanut,

Could you please confirm, if you have been able to submit the requested payslip for September?

Thank you.

Hello. I will upload those payslips now with no problem. Just to point out 1 payslip for September was uploaded already but it was rejected before the same as others. Here are my payslips for September that I have and also a screenshot from the casino account that one was already uploaded before and rejected, but the casino rejected all of the documents they requested and I willingly provided up until this point now. I will send the payslips for September I have to you Mirka as well as to the casino itself as I can't attach PDF files here

Dear lexanut,

I checked the documents you sent me, and I noticed, the payslips are covering only certain periods, and there is a gap between the 2 payslips (in the middle of September). The casino mentioned, they require payslips for full September, so I think it could be one of the issues.

Could you please clarify, if there are any other payslips you received in September, or do you have any specific work arrangement other than usual employment contract, when it comes to working days?

Thank you.

Hello, I uploaded one more payslip today that was missing. I hope this will be checked and issue solved.

Dear Duxcasino,

Could you please provide us with an update on player's submitted documents?

Thank you.

Dear lexanut,

Thank you for providing the additional document.

For verification purposes, could you please upload your payslips for the full period from July to September (inclusive) in a single document?

We acknowledge that you have already uploaded a single payslip for September; however, we require payslips covering the entire duration specified above.

Once the document is uploaded to your profile, our dedicated team will review it as soon as possible.

Thank you for your cooperation and understanding.

Best regards,

Duxcasino

I have uploaded these now. I honestly feel like the casino is just playing around not to pay out my funds. These documents were already accepted and verified before. Couldn't you tell me you wanted all of them together? Why ask first only September payslips in one document and then all of them if those were already reviewed before? These are uploaded anyways, but this action only shows how little respect they have to their customers.

Hello. The casino sent me an email today asking to clarify the source of my transactions from my friend in October and November. I would like to know what my personal transfers from a friend have to do with casino account verification? Also, I would like to know what influence these transactions have on account verification? I have been more than cooperative and I have given every single document they have requested. The casino can't play around this anymore, it's impossible they make up more and more requests especially for the documents that have nothing to do with casino account verification.

Dear lexanut,

It is not unusual to for casinos to request details about proof of income in certain cases. Could you please send me the full statement from July to September in a single unedited document as casino requested, and clarify, what are your sources of income?

Thank you.

Hello. They asked me for all payslips in one document and I sent that to them. I told the casino that my salary is my source of income and also I had some casino wins that I used to make a deposit with but I am not sure if this is considered as an income as well.

Dear lexanut,

Please send me the full bank statement as requested.

Thank you for your cooperation.

The statements were sent to your email now.

Dear lexanut,

Thank you for providing the necessary document in a single file.

As you mentioned casino winnings as an additional source of income, could you please provide screenshots of the withdrawals in question for the period of July to September?

Thank you for your cooperation. If you have any questions or require further assistance, please let us know.

Best regards,

Duxcasino

What are the withdrawals in question exactly?

Dear lexanut,

If I underrstand it correctly, the casino is requesting proofs of withdrawals from the casino winnings from other casinos, that you metioned earlier (as one of your sources of income). These can be for example from your other casino's account, where the withdrawal amounts and times would visible.

Would you be able to provide these screenshots?

In the statements I sent to you (one document from July to September) there are my casino winnings

Dear lexanut,

Please try to make screenshots as mentioned earlier:

These can be for example from your other casino's account, where the withdrawal amounts and times would visible.

These screenshots confirm, that the amounts, that were credited into your bank account, were casino wins.

Thank you.

Dear lexanut,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru