Duxcasino - プレイヤーのアカウントは閉鎖され、資金は没収されました。

Hello, about 20 days ago I registered in the casino and then passed their verification. I have never used a bonus and have only played blackjack. I played for about 2 weeks during which I lost and won, making deposits and withdrawals successfully. The last time around 6-7 days I requested a withdrawal of 400 euros, the casino asked for additional documents and I sent them. Yesterday they contacted me and said that they are closing my account and will not pay me the 855 euros that I had in the account. They claim that I violated their site rules and used illegal strategies.

Dear stoyanstoyanov990,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you've faced with your account and the withdrawal issue at the casino.

To help us better understand the situation and proceed with resolving your complaint, could you please clarify the following points?

• Could you share the exact documents that the casino requested and whether they confirmed receiving all the necessary paperwork from you?
• Have they provided any specific details regarding the "illegal strategies" they claim you used? Are there any specific actions they are accusing you of, such as betting patterns or game behavior?
• Were you notified about any specific terms or conditions at the time of your registration that might be related to the alleged violation?
• Did you receive any formal communication explaining why your account was closed and why the €855 balance will not be paid out?

If you have any relevant communication, such as emails or screenshots from the casino regarding your account closure and withdrawal request, please feel free to forward them to petronela.k@casino.guru. This will help us in mediating the issue more effectively.

Your cooperation is essential for us to move forward with the case. Without your input and further details, we may not be able to proceed in resolving this matter.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, at first they asked for ID and proof of address, then after the 400 withdrawal they asked for a photo from the e-wallet and I sent it to them.

They didn't tell me about any specific rules they have, I will send you my communication with the casino to your email.

Thank you very much, stoyanstoyanov990, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello stoyanstoyanov990,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Duxcasino to join the conversation.

Dear Duxcasino,

Please provide any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru.

Hello!

Thank you for bringing this matter to our attention, and we sincerely appreciate your patience as we thoroughly review and address your concerns.

After careful investigation, we must inform you that your account was closed in accordance with Rule 12.1 of our Terms and Conditions. The decision was made as part of our strict anti-fraud policy, which employs advanced tools and techniques to ensure fair and secure gaming.

This policy covers a range of actions, including but not limited to:

• Participating in collusion with other players,
• Fraudulent activities against casinos or payment providers,
• Chargebacks or denial of legitimate payments,
• Operating multiple accounts,
• Exploiting software bugs or failures, and
• Using unethical strategies to bypass wagering requirements.

As outlined in our Terms and Conditions, the Company reserves the right to take these actions to maintain the integrity of our platform and ensure compliance with applicable regulations.

We understand this may be disappointing, but please know this decision was made following a detailed review. Should you require further clarification regarding this matter, feel free to reach out. We are committed to maintaining transparency while safeguarding the interests of all our players.

Best Regards,

Duxcasino Team

Dear Duxcasino,

Thank you for your response, please forward any evidence supporting the alleged violations to me at michal.k@casino.guru

Dear Michal,

We are sorry for the delayed response.

We have sent the evidence to the provided email, please check it and let us know if there are any further questions.

We are looking forward to your reply.

Best Regards,

Duxcasino Team

Dear Duxcasino Team,  

Thank you for your email. I have sent a reply containing further inquiries and am currently awaiting your response.

Dear Michal,

Thank you for replying.

We have answered the questions, please check our reply.

Best Regards,

Duxcasino Team

Thank you for your response and the provided evidence, Duxcasino Team.

Dear stoyanstoyanov990,

Following a thorough examination of the information and evidence submitted by the casino team, it has been concluded that your gameplay involved techniques that are not permitted, which granted you an unfair advantage. The Duxcasino team and the game provider both flagged this.

Regrettably, after compiling all relevant information, we must decline this complaint as it is deemed unjustified due to violations of the casino's terms and conditions, as previously communicated to you by the casino team. We encourage you to strictly adhere to the rules, as engaging in prohibited gameplay at any casino will result in future complaints being dismissed as well.

We regret that we could not assist you further in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us and we will try our best to help.

Best regards,  

Michal  

Casino Guru