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DuxCasino - Unjustified confiscation of legitimate winnings

RESOLVED
Complaint Info
Disputed casino DuxCasino
Reason Declined payment
Amount € 4000
tiahelund Finland
Posted on December 21, 2020

I played first time this casino 16-12-2020 and I took their welcome bonus. I read the bonus terms very carefully and started to play. I succesfully wager the bonus and after that, I have 4400 euros on my gambling account that I was allow to withdraw. I upload all the documents they asked and make the 4000 euro withdraw, because that is the maximum amount at one time.

Then next day I tried to log in and my accound was disabled. I asked their customer service what is going on and they did not give me any information even when i tried to ask about it. Only thing they said was, that they are going to refund my deposit and not pay my winnings. I know I did not break any of their rules, so I know they don´t have any proof against me. They are just trying to steal my money without reason.

Please let me know if you need more information, I really hope you can help me with this one.

Posted on December 21, 2020

Hello!

We are sorry to hear about this situation. Seems like our support confused you a little bit, sorry for this.
Don't worry, your funds and win are safe and you will receive them back.

Our support already send you an email. We will need your bank credentials and after that, you will receive your payment.

Best regards,
DuxCasino Team

tiahelund Finland
Posted on December 22, 2020

When the money is in my bank account I will let AskG know so you can close the case. I send today the information to DuxCasino.

Best regards,
Tia Helenelund

Posted on December 23, 2020

Hey!

Nice to hear that, hope you will receive your funds soon and everything will be fine :)

Best regards,
DuxCasino Team

Posted on December 23, 2020

Hello again!

Seems like some you gave us incomplete information somewhere. Our support already wrote you an email with the description of details which we need from you.

Best regards,
DuxCasino Team

AskGamblers
Posted on December 26, 2020

Dear @tiahelund,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

DuxCasino Complaints

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