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Account closed without reason while €3,950 balance remains. No response from support.

Details:

I won ~€4,000 playing slots fairly. On [date of email], received:

"Your account at DuxCasino has been closed."

No explanation given.

I emailed and chatted asking if KYC is needed—zero replies. My last message:

"Do you need KYC docs? You disabled my account with nearly 4k balance."

Demand:

Explain closure.

Pay out full €3,950 immediately.

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 SeamusMaxWin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear SeamusMaxWin,

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,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of SeamusMaxWin. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear SeamusMaxWin,

Could you please provide answers to the questions previously mentioned?

Looking forward to your reply,

Katarina

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

Just slots only.

How long have you been a player at this casino, please?  

no not yet.

Did you accumulate your winnings with or without an active bonus?  

No bonus I think.

anything more we can do?

Dear SeamusMaxWin,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

This is done.

ah 

06:02 AM

Seamus, your account has been closed per administrative decision. I’m really sorry but there is no way I can reopen the account 😭

Ok I still need my balance

Read

As I have checked, the relevant team is still working on this issue as we speak, Please rest assured that our team is actively working on your request, and we are doing everything we can to expedite the process. Unfortunately, there has been an unexpected delay, but we expect to have it resolved soon. we truly appreciate your patience and understanding during this time. We will notify you immediately once your refund has been completed.🙏

Dear SeamusMaxWin,

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, Samuel (samuel.s@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,

Katarina

Dear SeamusMaxWin,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Duxcasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Duxcasino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the account closure and confirmation of the player’s remaining balance.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello!

We are writing to inform you that your account has been closed as per an administrative decision. As stated in our Terms and Conditions under the Anti-Fraud Policy: "The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino's absolute discretion and without any obligation to state a reason or give prior notice."

Regarding the refund of your remaining balance, please note that full account verification must be completed prior to processing any refund. We are pleased to confirm that the documents you recently submitted, including your Proof of Address, Selfie with ID, and Proof of Ownership of Skrill, have been accepted.

​

To proceed with the verification, we kindly request that you provide a Skrill account statement covering the last three months. You may send the document directly to our email address, and it will be forwarded to our dedicated verification team for review as promptly as possible.

​

Thank you for your understanding and cooperation in this matter. Should you have any additional questions or require further assistance, please do not hesitate to contact us.

Best regards,

Duxcasino

Dear Dux,

I have emailed you my Skrill transactions.

Seamus

Dear SeamusMaxWin and Duxcasino,

Thank you both for the updates.

SeamusMaxWin, we have noted that you have sent your Skrill transactions to the casino. Duxcasino, we would appreciate it if you could review these documents and provide an update here in the thread regarding the verification status and the processing of the remaining balance.

Thank you for your cooperation.

Dear SeamusMaxWin,

We would like to inform you that we have received the submitted document; however, it has been rejected, as it displays only outgoing transactions, while our request was for a complete transaction history (including both incoming and outgoing transactions) for the stated period of the last three months.

In order to proceed with your verification, kindly provide a full account statement covering all transactions (both incoming and outgoing) for the same three-month period.

Thank you for your understanding.

Best regards,

Duxcasino

Dear Duxcasino,

thank you for your explanation regarding the required Skrill statement.

Dear SeamusMaxWin,

please provide a full account statement for the last three months, including both incoming and outgoing transactions, as requested by the casino. Once submitted, we can monitor the verification and see how to proceed further.

Dear SeamusMaxWin,

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.

Dear Dux,

I have now emailed you my full skrill statement.

Dear SeamusMaxWin and Duxcasino,

thank you for the update.

SeamusMaxWin, we note that you have now submitted the full Skrill statement as requested.

Duxcasino, I kindly ask you to review the document and confirm here whether the verification is now complete and to advise on the next steps regarding the refund of the remaining balance.

I will await your update.

Dear SeamusMaxWin,

We are pleased to inform you that your Skrill statement has been successfully accepted. To proceed with the next steps of your verification, we kindly ask you to provide proof of address and source of wealth documentation.

For your proof of address, please submit a clear photo or a digital PDF of a government-issued document or a utility bill, such as gas, electricity, or phone. Please ensure this document is dated within the last 90 days.

Regarding the source of wealth, we require documentation showing the origin of the funds used for your casino deposits over the last three months. This may include salary statements, proof of business ownership, or records of a property sale, inheritance, or divorce settlement.

These requests are standard procedures conducted in accordance with our Anti-Money Laundering (AML) terms. Please let us know if you have any questions or require further assistance.

Best regards,

Duxcasino

Hello everyone,

thank you for the update.

SeamusMaxWin, as advised by Duxcasino, please proceed with submitting the requested proof of address and source of wealth documentation so the verification process can continue. Once the documents are uploaded, kindly let us know here.

I will continue monitoring the case and follow up once the casino reviews the submissions.

Dear SeamusMaxWin,

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,
Samuel
Casino.Guru

We’ve reopened this complaint at the request of SeamusMaxWin. We would like to give this case another opportunity to be resolved and kindly ask the player to provide any relevant updates or information so we can help both parties reach a satisfactory conclusion.

They have all my documents. Payslips bank statements. I get not responds off them??

Hello SeamusMaxWin,

thank you for the update.

Duxcasino, could you please confirm whether the submitted proof of address and source of wealth documents have been reviewed and if anything further is required from the player at this stage?

SeamusMaxWin, if you receive any communication or feedback from the casino outside of this complaint thread, please let us know here in case the casino does not respond directly.

Thank you both for your cooperation.

Dear SeamusMaxWin,

We would like to inform you that we have received your proof of address documentation. However, the bank statement provided alone is insufficient to verify your source of wealth.

As previously mentioned, acceptable documents include salary statements, proof of business ownership, or records of a property sale, inheritance, or divorce settlement, covering a period of at least three months.

Please note that this is a standard requirement in accordance with our Anti-Money Laundering (AML) procedures, which are outlined at the bottom of our website.

Once the requested documentation has been provided, we will be able to proceed with the verification process.

Best regards,

Duxcasino

Hello everyone,

thank you, Duxcasino, for the update and clarification.

SeamusMaxWin, please note that additional source of wealth documentation is required to proceed. Once the requested documents are submitted, feel free to update us here so we can follow the next steps.

Afternoon Dux,

Payslips have been emailed and you already had my bank statement for my salary entries

Seamus

Hello everyone,

thank you for the update, SeamusMaxWin. We will now wait for the casino to review the submitted documents and provide further information.

Dear SeamusMaxWin,

We have reviewed the provided documents. As your last activity in the casino covers the months of August to October (inclusive), please provide payslips for these requested months.

We acknowledge that you have already submitted payslips for August and September; however, the one for October is still missing.

Once received, it will be forwarded to the dedicated team for prompt review.

Thank you for your cooperation and understanding.

Best regards,

Duxcasino

Hello everyone,

thank you, Duxcasino, for the clarification and for specifying the missing document.

SeamusMaxWin, as noted by the casino, the October payslip is still required to complete the source of wealth review. Please let us know once you have submitted the October payslip, so we can follow up on the review and next steps.

Thank you both for your cooperation.

Dear SeamusMaxWin,

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.

All has been sent all has been received. It seem like they can't handle sensitive documentation.

Hello everyone,

thank you for the update.

Based on the information and the screenshots provided, it appears that the payslip for October has not been submitted yet. This document is still required to proceed.

Please upload the missing October payslip and let us know once it’s done so the case can move forward.

Dear Samuel,

I have emailed Dux Casino payslip for October also.

Seamus

Hello everyone,

thank you, Seamus, for the update and for confirming that you have sent the October payslip to the casino.

Duxcasino, could you please confirm whether the October payslip has been received and accepted? Kindly also let us know what the next steps will be once the document is reviewed, or if any additional information is still required from the player.

Thank you both for your cooperation. I’ll wait for your update so we can move the case forward.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SeamusMaxWin,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel