Complaint #20 DuxCasino

Winnings confiscated without a given reason

By JulkuJussi

3 years ago

I created an account for DuxCasino on the 17th of March 2022. I made a deposit of 60€ and used a 100% deposit bonus. After carefully playing the games allowed by the bonus terms with the accepted bet amounts I was able to win 4753€ after reaching the wagering requirements. After this I sent them documents such as pictures of my ID, selfie with my ID, proof of address and a screenshot of the deposit confirming it was legit. After consulting the live chat I was informed that the max withdrawal per day is 2500€ so I made a withdrawal for that amount. In the early hours of 18.3.2022 I received email that my account was successfully confirmed and that my withdrawal was accepted. Unfortunately on the morning of 18.3.2022 I received an email saying that my account was closed. From this point on it was silence from Dux casino and my emails were unanswered. In May I finally got contact and we arranged a video call through google meet for "additional verification". This video call consisted of basic questions which I of course answered truthfully. After this call I got an email stating that my remaining balance was confiscated and the decision is final. The decision seems very odd since months before my account was accepted and I was able to withdraw a part of the winnings which would indicate that there were no terms violated.

I'd like to know the reasoning behind confiscating my winnings and mainly what I'm looking for with this complaint is for me to get my remaining winnings of 2253€ that were left in my balance.

Disputed Casino DuxCasino

Reason Declined payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that DuxCasino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

3 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the DuxCasino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

DuxCasino

• Representative

3 years ago

Hello!

Yep, we have sent documents to the AskGamblers Complaint Team and waiting for the next steps.

Best Regards,
DuxCasino Team

AskGamblers

• Support Team

3 years ago

Dear @JulkuJussi,

Rest assured that the AskGamblers Complaint Team is in contact with the DuxCasino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

DuxCasino Complaint Stats

Resolved 6 / 6

Avg. Amount $2,829

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

DuxCasino Complaints

See all complaints for this casino

Refusing to payout 5000 E

I am writing to formally dispute the refusal to process my withdrawal of winnings from my account at DuxCasino. This situation is both frustrating and unacceptable, especially given that I have fully complied with all of your stated terms and conditions.

I have provided all requested documentation in a timely manner, including identity verification, proof of address, and any additional materials required to validate my account and transactions. At no point have I breached your rules or engaged in any activity that would justify withholding my winnings. I have carefully reviewed your terms and conditions, and there is nothing that indicates I have violated any policies that would warrant this decision.

Despite this, my payout request has been denied or delayed without a clear, valid explanation. This lack of transparency raises serious concerns about the fairness and integrity of your platform. As a player who has acted in good faith, I expect the same level of professionalism and honesty from your service.

I am requesting an immediate review of my case and a detailed explanation for the refusal. If no legitimate reason can be provided—which, based on my compliance, seems highly likely—then I expect my full winnings to be paid out without further delay.

Please understand that withholding legitimate winnings without proper justification is not only unethical but may also violate consumer protection standards. If this issue is not resolved promptly, I will have no choice but to escalate the matter through appropriate regulatory channels and share my experience publicly.

Resolved

€5,000

Multiple Withdrawals Canceled and Missing Payment Method

Dear AskGamblers Team,

I’m reaching out regarding a serious issue with DuxCasino, where multiple of my withdrawal requests have been repeatedly canceled without any valid explanation.

My account is fully verified, and I have not claimed any bonuses. I’ve made several deposits using both credit card and Neteller, which were clearly listed as available payment methods at the time of deposit. However, when I tried to withdraw, only e-wallets (Skrill and Neteller) were available — the credit card option completely vanished from the withdrawal section once my withdrawal via CC was canceled.

Despite following all requirements and using the same deposit methods, my withdrawals were canceled multiple times — specifically, three withdrawals of €999.50 each and a fourth one of €1,019, all rejected by the casino without a clear reason.

To comply with standard casino procedures, I even made an additional deposit via Neteller, which I fully wagered, intending to use it for a future withdrawal in case the casino required that the withdrawal be processed to the most recent deposit method. I did this despite already having funds available in my account, solely to ensure full compliance with their payment policy. However, I have not yet submitted a new withdrawal request, as the credit card withdrawal option has disappeared, leaving me uncertain about how to proceed and which methods are genuinely available for cashouts. I tried all of them without a positive outcome.

When I contacted their support team, they mentioned a technical issue on their side and advised me (multiple times) to try again using another payment method. Unfortunately, the problem remained unresolved, and no proper resolution or timeframe has been provided.

I’ve been gambling online for nearly 18 years, and I have never experienced anything like this. It’s extremely concerning and disappointing, especially since other players have reported similar withdrawal problems with DuxCasino.

I kindly ask for your assistance in reviewing this matter and ensuring that DuxCasino processes my rightful withdrawal and provides a clear, transparent explanation regarding the missing credit card option and repeated cancellations.

Please note that I have full screenshots documenting all deposits, withdrawals, cancellations, and communication with their support team attached.

Thank you very much for your time and support.

Kind regards,

Martin

Resolved

€4,000

Withdrawal long wait since June 28th

I made a withdrawal on the 28th of June 2023 and it is now the 18th of July. I still have not received my money.

I have contacted live chat multiple times as well as emailed. They supposedly escalated the issue with the payment provider (Interac) but even that was over a week ago.

I would like some answers other than the one they keep giving me - that they are waiting for a response and will notify me via email when they know more. This is getting ridiculous at this point.

Resolved

$120

Delaying payment and account closed 2005 CAD

Hello, I played and won at Casino Dux on December 14th, 2022.

After my verification, my account was immediately closed and my winnings have not been paid out to this day.

The casino sent me an email asking me to enter my bank details.

Since I don't have a bank account, I gave my ecopayz number.

(The deposit in the Dux casino was also made with ecopayz)

Almost a week ago I was informed that there were difficulties with the payment to my ecopayz account.

Since then, as I said, 1 week has passed and still no solution has been found.

I have given the casino more than 2 weeks to withdraw my winnings since then. Contact was sought several times by email and also via live chat to settle the matter in a reasonable manner.

none.

So I see this step to take to turn on the team around the Askgamblers.

Hope to receive the winnings of 2005 CAD$ i have won at the Dux casino.

All the best

Resolved

$2,005

Unjustified confiscation of legitimate winnings

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.

Resolved

€4,000