Duxcasino - プレイヤーの撤退が遅れています。

Hey,

Here's the situation:

I’ve been chasing DuxCasino for a while now regarding my payment. The process started back in mid-December when they requested various documents, including proof of ID, proof of address, and proof of Skrill. I provided everything they asked for, including bank details by mid-December. However, they’ve been dragging their feet on processing my payment.

Fast forward to Christmas and New Year’s, I’m still waiting for a resolution. Every time I check in, they say it’s being worked on or there’s some issue with the bank details. They mentioned something about the bank I’m using (Mifinity/Modulr Finance) not matching their records, and they’re acting like it’s causing delays. I’ve sent clarification on this, but it’s been the same story.

I even let them know I’ll file a formal complaint if the payment isn’t sorted by the next day, but no movement.

It's been more than three weeks now, and they keep giving vague responses with no actual deadlines or updates. I just want them to pay up and stop giving excuses.

Dear luckyluke1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Have you made any successful withdrawals before? 

No never first time all was good until I had some winnings

Could you please confirm that you have passed the KYC verification?

YES YES!

Did you accumulate your winnings with or without an active bonus?

With freespins yes.

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

All forwarded.