A conta do Duxcasino foi bloqueada.

Won 25,000 and wanted payouts. Resetting the password doesn't help either.

Can someone help

Habe 25000 gewonnen und wollte Auszahlungen. Passwort zurück setzten hilft auch nichts.

Kann jemand helfen

What kind of feedback did you get from Duxcasino?

Was für ruckmeldung haben Sie bekommen von Duxcasino?

The account has been unlocked

Now the 2-step authentication does not work

Das Konto wurde ensperrt

Nun funktioniert die 2stufige authentifizierung nicht

Which two-stage authentication do you mean, the authenticator?

Welche 2stufige authentifizierung meinst du, die authenticator?

Yes exactly that

Ja genau die

You know, in these cases, it's always better to ask the customer support. We don't have access to the casino back office so it's hard to say what's going on. Do you already have your account verified in the casino? Some casinos lock the account immediately after you win a lot and request documents from you in order to verify the account.

Normally, just like Mullaa says, you can first have your account verified. If not, then the casinos would not pay out at all. Once you have verified your account, the only option is to contact the casino.

Normalerweis kannst du genau wie Mullaa sagt, erstmahl deine Konto verifieren lassen. Wenn nicht, dan würde die casinos uberhaupt nicht auszahlen. Wenn du deine Konto verifiert hat, dann ist die einige moglichkeit das Casino kontaktieren.

Yes, that's the problem I didn't do the 2-step authentication and now it doesn't work anymore

Ja das ist das Problem ich habe die 2stufige authentifizierung nicht gemacht und jetzt funktioniert es nicht mehr

But are you still able to contact the customer support?

The reason why casinos don't verify your account when you register is very simple. First of all, it would be very time consuming - many people who register in a casino never make a withdrawal. Secondly, verifying all players after they register would create another obstacle between the player and games they want to play. Simply said, the player would rather join another casino where they can play straight away and where they don't need to go through the verification straight away.

Anyway, there are players who ask the casino to do the verification immediately after they register to avoid any issues in the future. I'd say it's a good approach, unfortunately some casinos will tell you that it's not possible to do the verification now and you need to wait until they ask you for it. On the other hand, it might be a signal for you, that it's probably not the casino where you want to play.