Duxcasino - A conta do jogador foi encerrada.

Dux Casino closed my account after a win with no explanation in November of 2025. Since then they only communicated via rare emails and have been intentionally stalling the pay out of my win. I sent them all documents they required and for the past few months they keep telling me to wait. Please help me get my money.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your account was blocked, along with all the subsequent communication between you and customer support at veronika.f@casino.guru?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

Hi, I forwarded the emails. I played a slot called Joker's million, it was a bonus yes, a Welcome bonus. I sent them my licence, selfie, bank statements, proof of deposit and answered all questions they had.

Thank you for your emails. Could you also kindly forward me the proofs of deposits with the date and time of the transactions made on 2025-11-13 13:31:12 UTC and 2025-11-13 13:13:16 UTC that the casino requested from you? Have you been asked to provide any other proof of deposits in the meantime? I appreciate your cooperation.

I sent them the screenshot and also the bank statement with those deposits

Hello Ivv0005VV,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ivv0005VV;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Ivv0005VV,

thank you for the information you have provided so far. I understand this situation has been ongoing for quite some time and must be very frustrating.

To help me better assess your case and proceed further, I would like to kindly ask you for a bit more clarification:

Could you please confirm the exact reason the casino provided (if any) when your account was closed?

Also, could you clarify whether your winnings were subject to any maximum cashout limit from the welcome bonus you used?

These details will help us evaluate the situation more accurately.

Thank you very much in advance for your cooperation.

Best regards,

Karla

They provided me with 0 explanation, just closed my account. Their Welcome bonus is not subject to any limits as far as I know

ear Ivv0005VV,

Thank you for your cooperation so far.

As I am now taking over this complaint, I unfortunately no longer have access to the previous email communication and documents that you shared with my colleague Veronika. To ensure I can properly review your case and move forward with the investigation, I kindly ask you to resend all relevant communication with the casino, as well as any documents or evidence you previously provided.

You can either upload them directly here in the thread or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your understanding and cooperation.

Karla

forwarded

Dear Ivv0005VV,

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, Matej L., (matej.l@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,

Karla Mayfly

Hello Ivv0005VV, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Duxcasino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked, and withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are ignoring me too, just asked me to send the exact same thing I already sent them

Dear Ivv0005VV,

We apologize for the delayed response.

We would like to inform you that your account has undergone an additional review alongside the documentation you have already provided.

As you mentioned savings in your Source of Wealth questionnaire, we kindly ask you to provide bank statements similar to those previously submitted, covering the months of August, September, and October, as these correspond with your gaming activity on our platform.

Furthermore, you indicated that you have received winnings as additional income. If you have any casino winnings during the above-mentioned period, please provide supporting documentation. This may include screenshots from your casino account transaction history, email confirmations, or any official documents issued by the casino.

You may send the requested documents directly to our email at support@duxcasino.com, using the subject line "CasinoGuru." We will review the documentation as promptly as possible.

Thank you for your understanding and patience. If you have any further questions, please do not hesitate to contact us.

Kind regards,

Duxcasino

Hi, I registered on your casino in November, there was no gaming activity in August, September and October, I cannot provide what doesn't exist. I already provided you with statements for November, December and January as well as the screenshots of my wins that were used as deposits on your casino. You are being unnecessarily slow and unreasonable with your responses to my emails. Attached is the screenshot with my win that corresponds with my bank statement that was provided to you by email in February (!!) along with 2 other bank statements from my koho account

Dear Ivv0005VV,

We would like to clarify that bank statements for the months of August, September, and October are required, as you indicated "Savings" as your main source of income in the Source of Wealth questionnaire.

Since your first deposit was made in early November, it is necessary for us to verify the existence of these savings prior to that deposit. Please note that requesting documentation covering a three-month period is a standard requirement. As the provided statements, cover a period after your deposit, they cannot be accepted at this time.

Additionally, we would like to remind you that the submitted documents have already been reviewed, and the reasons for their rejection were communicated in our previous message.

We are keen to proceed with the verification of your account as quickly as possible. Your cooperation with our standard verification procedures, which are outlined at the bottom of our website, will help expedite this process.

If you have any further questions or require clarification, please do not hesitate to contact us.

Best regards,

Duxcasino

And I did not use my savings for any deposits on your casino as already stated, I won the money on the other site and used it for my deposits on your casino as I already proved with my bank statement and the screenshot. I do not have a job as already indicated to you so I cannot provide anything else. I do not understand why you closed my account with 0 explanation and now refuse to pay out my win. Did I break any term on your site? What exactly is wrong??

Dear Duxcasino, since the player is unemployed and seems like is currently living off of previous savings, what can be done to pass the SOW requirement? Can you provide us with clear guidelines as of what to do to bring the process to a successfull end, that the palyer can follow step by step, please? Thank you.

Dear All,

Please note that this has been forwarded to the respective team and we are still waiting for a meaningful update. Please excuse us for the delay and allow us to update the thread a bit later!

Thank you for your understanding!

Best regards,

Duxcasino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This is the exact same thing they tell by email, I have been waiting since November for the respective team to respond. And then they ask me for the exact same documents again and then I wait again. This is ridiculous

Dear Ivv0005VV, have you heard back form the casino at all?

No I have no heard from them. This happens every time. They say it will be sent to some respective team or department and nothing ever happens.

Dear All,

The player appears to have provided bank statements for December, November, and January. However, for verification purposes, we require statements covering the three months prior to the first deposit made on the account — namely August, September, and October, as mentioned in our previous messages.

As the first deposit was made in early November, it is necessary for us to verify the existence and origin of the funds prior to that activity. Requesting documentation covering the three-month period preceding the initial deposit is part of our standard verification procedure.

Since the currently submitted statements only reflect a period after the deposit activity had already commenced, they cannot be accepted for this specific review at this time.

We kindly ask the player to provide the requested statements so the verification may continue accordingly.

Best regards,

Duxcasino

Thank you for the clarification, Duxcasino, this makes the situation much clearer.

Dear Ivv0005VV, could you please e-mail the KYC team the requested bank statements for the months of August, September, and October, as requested above? Once done, please let us know. Thank you very much.

Ok. I will send the necessary documents, and will let you know once done.

Hi I sent them statements for September and October, my account was open in September so there is no August statement

Dear Ivv0005VV, the casino specifically requested the document from August as well. Can you please send it to the team, so they can quickly finish the KYC process? Thank you very much.

Dear Ivv0005VV,

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,
Matej
Casino.Guru