Duospin Casino - La cuenta del jugador ha sido cerrada.

Hello, I deposited €500 at Duospin Casino on July 3, 2025 , for the welcome bonus. I didn't win anything with the real money, but with the bonus money, I made a profit of €9,455 on Money Cart 4. I then wagered the bonus funds on Fairy Dust Xtreme .

Both games were permitted. I had previously read this in the bonus terms and conditions.

Nevertheless, I've been waiting for more than two months for my winnings to be paid out. So far, I haven't received a single payout. My last one was even canceled. I completed the verification process a long time ago.

Now the casino has even blocked my account without notice. I can no longer log in.

For this reason, I hope you can help me resolve the issue with the casino together.

Thank you very much in advance for all your efforts.

Hallo, ich habe am 03.07.2025 im Duospin Casino für den Willkommensbonus 500€ eingezahlt. Mit dem Echtgeld konnte ich nichts gewinnen, aber mit dem Bonusgeld hab ich dann bei Money Cart 4 einen Gewinn von 9455€ erzielt. Das Bonusguthaben habe ich dann mit Fairy Dust Xtreme umgesetzt.

Die Spiele waren beide erlaubt. Dies habe ich zuvor in den Bonusbedingungen nachgelesen.

Dennoch warte ich seit mehr als zwei Monaten auf die Auszahlung meines Gewinnes. Bisher gab es noch keine einzige Auszahlung. Meine letzte Auszahlung wurde sogar storniert. Die Verifizierung habe ich schon lange abgeschlossen.

Nun hat das Casino sogar ohne Ankündigung mein Konto gesperrt. Ich kann mich nicht mehr einloggen.

Aus diesem Grund hoffe ich Sie können mir helfen, das Problem mit dem Casino gemeinsam zu lösen.

Vielen lieben Dank im Voraus für all Ihre Bemühungen.

Hello,

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.

• Could you please clarify when exactly your account was closed?
• Was your most recent withdrawal request still pending when you lost access to your account?
• Did the casino provide you with any reasons for the account block or issues with your payouts?

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,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I verified myself back in July and sent all the documents to the casino.

I just noticed that there's an email from 5 days ago in my spam folder.

The casino says they are giving me one last chance to send me a bank statement by the end of the week, as the 30-day deadline has already expired.

I have to swallow hard and take a deep breath. The casino received these documents from me. They haven't even asked for them in all this time, and now, two months later, they suddenly give me only 2-3 days to request documents they supposedly haven't received, which I believe they already received. This is also the reason my account has been blocked.

According to this, the account has apparently been blocked for about a week. All withdrawals were canceled beforehand.

Hallo,

Bereits im Juli habe ich mich verifiziert und den Casino alle Dokumente zukommen lassen.

Eben habe ich gesehen, dass in meinem Spamordner eine Email von vor 5 Tagen drin ist.

Dort meint das Casino dass sie mir eine letzte Chance einräumen einen Kontoauszug bis Ende der Woche zukommen zu lassen, da die 30 Tage Frist bereits abgelaufen wäre.

Da muss ich erstmal schlucken und tief durchatmen. Diese Dokumente hat das Casino von mir erhalten. Sie haben über all die Zeit nicht einmal mehr danach gefragt und nun kommen sie nach zwei Monaten und geben mir plötzlich nur 2-3 Tage Zeit, um angeblich nicht erhaltene Dokumente einzufordern, welche sie meiner Meinung nach bereits erhalten haben. Dies ist auch der Grund der Sperrung meines Kontos.

Demnach ist das Konto wohl seit etwa einer Woche gesperrt. Alle Auszahlungen wurden zuvor storniert.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I've forwarded the email history to you. What the casino claims isn't true. You received all the documents from me long ago, including the bank statement, which you claim I don't have. I always send all the documents, as well as the fact that you've contacted me several times. I've never found such an email. Either the casino is lying, for whatever reason, or there was a mistake.

I find it unfair that the casino is now refusing to pay me my money just because they claim I never responded. How am I supposed to respond if I haven't received anything? Unfortunately, that's a bit difficult. I thought I'd done everything correctly and was verified. That's why I actually just wanted to find out why the withdrawal was taking so long. I find it completely inappropriate that I'm now completely blocked and can't get my money back.

In my Duospin profile under "Verification," it also stated that verification was no longer necessary.

Why does it say that if I'm apparently not verified yet?

Ich habe den Email Verlauf an Sie weiter geleitet. Das was das Casino behauptet entspricht nicht der Wahrheit. Sie haben von mir schon lange alle Unterlagen, ebenso wie den Kontoauszug erhalten, von dem Sie behaupten, dass hätte ich nicht. Ich schicke die Unterlagen immer alle mit. Ebenso wie die Tatsache Sie hätten mich mehrmals kontaktiert. Ich habe so eine Email nie bei mir gefunden. Entweder lügt das Casino, aus welchen Gründen auch immer, oder es kam zu einem Fehler.

Ich finde es ungerecht, dass das Casino nun verweigert mir mein Geld auszuzahlen, nur weil Sie behaupten, ich hätte nie geantwortet. Wie soll ich antworten, wenn ich nichts erhalte? Das ist leider etwas schwer. Ich dachte somit, dass ich alles richtig gemacht habe und verifiziert sei. Deswegen wollte ich eigentlich nur abklären lassen, warum das mit der Auszahlung solange dauert. Dass ich nun komplett gesperrt bin und mein Geld nicht mehr bekomme, finde ich absolut unangebracht.

In meinen Profil bei Duospin unter "Verifizierung" stand ebenfalls, dass keine Verifizierung mehr nötig sei.

Warum steht das dort, wenn ich anscheinend noch nicht verifiziert bin?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Ninosch,

It's Michal again. I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help, if possible.

We would also like to invite Duospin Casino to participate in this discussion.

Dear Duospin Casino,

Could you kindly furnish us with the evidence pertaining to the timeline of events related to the player's verification? As stated by the player, they have already submitted the necessary documents for verification and have allegedly not received any email from you requesting additional documentation until recently. Additionally, in their Duospin profile under "Verification," it also stated that verification was no longer necessary, so we would like your clarification on this.

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at [email protected]

Dear all,

Thank you for inviting us into this conversation.

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Duospin Casino Team

Thank you for your response, Duospin Casino Team.

We are looking forward to your timely updates on the matter.

Dear Ninosch,

We would like to inform you that your account was closed and and the winnings were confiscated as per the following terms and conditions that you accepted upon your registration.

• 5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Here is a more detailed timeline: Documents were first requested on 18.07 .

Some documents were uploaded by the customer on 19.07 and 24.07 which were not sufficient for verification .

Last documents were provided on 09.08 which were also unsuitable to be accepted . After that,

 we have contacted the client, we clearly emphasized that if they do not get in touch and provide the document, the account will be closed and the winnings confiscated.

In short, the verification started on 18.07 , we should have closed the account on 18.08 as per our T&C however we extended that time so that we give the customer a chance to provide the relevant documents.

We hope this helps clarifying the matter.

Best regards,

Duospin Casino Team

Dear Duospin Casino Team,

Thank you for your prompt response.

Could you kindly send me all email communications from your side to the client concerning the rejection of the documents or indicating that the submitted documents were insufficient for verification? I am particularly interested in the communications that occurred after 09.08.2025, as you indicated that the player was required to submit further documents for verification.

You can send it to me directly at [email protected]

Dear Michal,

Thank you for your message.

We are currently in the process of gathering the relevant email communications you requested.

We kindly ask for your patience while we complete this, and we will share the information with you as soon as possible.

Best regards,

Duospin Casino Team

Dear Duospin Casino Team,

Thank you for the response. I'm looking forward to the additional evidence I have requested.

Dear Michal,

I hope this message finds you well.

We have send you an email regarding the matter, please review it at your earliest convenience.

Best regards,

Duospin Casino Team

Dear Duospin Casino Team,

Thank you for your email with the additional information; however, it still has not fully addressed all my questions. I have included a few follow-up questions in my response.

Dear Ninosch,

I have received evidence from the casino team confirming that they sent you an email on July 23 requesting the transaction history for the payment method used to fund your Jeton account, covering the period from 10.06.2025 to 10.07.2025, with all transactions visible. According to their records, this document was not provided. It appears that you submitted only your Jeton account statement instead.

Based on my previous experience with your cases, this is not the first instance where there have been difficulties in supplying the correct documentation. Therefore, I would have expected you to already be familiar with the requirements needed to facilitate the verification process.

While I understand your point that the message in your account stating "verification was no longer necessary" may have caused confusion, it is not uncommon for casino teams to request additional documents directly via email. Such requests may not always be reflected within the player account interface, as was the case here.

As you know, timely cooperation in providing the requested documents and responding promptly to casino emails—especially those concerning verification—is essential to ensure smooth resolution of such matters. I acknowledge your statement that the casino’s email from September was inadvertently delivered to your spam folder. Nevertheless, the casino cannot be held accountable for this, as such occurrences are determined by the settings of your email provider. It was also your responsibility to ensure that all relevant communication from the casino was received and reviewed in a timely manner. Therefore, this cannot be regarded as a valid justification for failing to submit the requested documents on time, particularly given that you had been notified of this requirement several weeks in advance. I am still waiting for a reply regarding the last minor specific details from the casino team; however, after examining a significant amount of the information and evidence, it appears that the situation arose due to your delay in providing the requested documents, and the casino team has acted according to their established guidelines.

The actual verification includes the following documents:

-Screenshots of the bank from which the deposit was made.

-bank statement

-ID and selfie

These documents were submitted on time.

Anything beyond that is no longer subject to the 30-day verification period.

If the casino requests additional documents after the initial verification, the 30-day period may no longer apply, or the casino would have to announce it again and reset it.

What other steps can I take to get my money if the casino refuses to pay out?

Unfortunately, I don't quite understand the whole thing. The only email that landed in my spam folder was the last one after the deadline.

I completed the normal verification and the casino wanted additional documents, so in my opinion the normal 30-day period is no longer valid.

Kind regards

Die eigentliche Verifizierung beeinhaltet folgende Dokumente:

-Screenshots von der Bank von welcher eingezahlt wurde.

-Kontoauszug

-ID und Selfie

Diese Dokumente wurden fristgerecht eingereicht.

Alles darüber hinaus unterliegt eigentlich nicht mehr der 30 Tage Frist für eine Verifizierung.

Wenn das Casino nach der Grundverifizierung darüber hinaus noch weitere Dokumente anfordert, dürfte die 30 Tage Frist gar nicht mehr bestehen, oder müsste vom Casino erneut angekündigt und zurück gesetzt werden.

Welche weiteren Schritte kann ich sonst noch gehen, um mein Geld zu erhalten, falls das Casino sich weigert auszubezahlen?

Ich sehe das Ganze leider nicht ganz ein. Die einzige Email die bei mir im Spamordner angekommen ist, war die letzte Email nach Fristablauf.

Ich habe die normale Verifizierung abgeschlossen und das Casino wollte weitere Dokumente, somit in meinen Augen dann eigentlich auch die normale 30 Tage Frist entfällt und nicht mehr gültig ist.

Freundliche Grüße

Dear Ninosch,

I'm afraid you did not pay your full attention to mine and the casino team's responses. As has been mentioned by the casino team above:

Here is a more detailed timeline: Documents were first requested on 18.07.

Some documents were uploaded by the customer on 19.07 and 24.07. which were not sufficient for verification .

Last documents were provided on 09.08 which were also unsuitable to be accepted . After that,

 we have contacted the client, we clearly emphasized that if they do not get in touch and provide the document, the account will be closed and the winnings confiscated.

So, this email has been sent to you by the casino team:

If we take into consideration that the last time you uploaded a document (although not the correct one) was on 09.08.2025, and the casino team have sent you this email

How many days have passed from 09.08.2025 to 12.09.2025 according to you, please? Furthermore, the casino did provide you with more than 3 additional days to provide the required document because your casino account was actually closed on 17.09.2025, as they have informed you via this email.

So, how many days have passed according to you? Reflecting on my past interactions with your cases, this is not the first time we have encountered challenges in delivering the appropriate documentation. Consequently, I would have anticipated that you are already acquainted with the necessary requirements to aid in the verification process. As you are aware, prompt collaboration in supplying the correct, requested documents and responding swiftly to casino communications—particularly those related to verification—is crucial for ensuring a seamless resolution of these issues. You were informed of this requirement several weeks prior. It all indicates that the current situation has arisen due to your delay in submitting the requested documents, and the casino team has proceeded in accordance with their established protocols. Considering that you play in multiple casinos, I can imagine that you might have missed or forgotten the email from Duospin Casino. Sadly, this does not influence the rules that are in place and that you have agreed to.

I understand that this is not the response you might have hoped for, but as I mentioned, this situation has arisen due to your delay in submitting the requested documents. There has been no wrongdoing on the casino's part detected.

I trust the situation has now been sufficiently clarified. Please let me know if I can proceed with closing your case or if you need assistance with anything else.

And yet it is an absolute disgrace.

Because if I hadn't requested a payout of my winnings, the casino would never have thought of putting so much pressure on me to verify my identity.

If I had continued playing with my winnings, the casino would never have said anything. So it's all about the money, as always. And they're really good at ripping people off.

I received exactly two emails from the casino: one with the missing document I had submitted, and one where I only had three days to respond because I had allegedly submitted the wrong document.

An email that I saw too late because it ended up in the spam folder.

This is a disgrace, because it is unreasonable to be able to respond in these three days, especially since I thought I had submitted everything necessary and I am not always at home!

Two emails. One from July 24th, when I supposedly submitted the wrong document, and one on September 12th, when I was given a three-day deadline to submit the correct document. Hey, do you realize what's going on? July 24th to September 12th is almost two months!! Why didn't I receive an email in those two months saying I submitted the wrong document? No! Instead, I received an email in September saying I only had three days left. That's cheating in my eyes.

Why didn't the casino respond to the allegedly false document back in July or August? Why not over a month later? Just so I can't react in time, in the best-case scenario, the casino won't?

Who checks their spam folder every day??!

I disagree with this because I have absolutely no understanding of how the casino handled the situation.

Und trotzdem ist es eine absolute Frechheit.

Denn, hätte ich meinen Gewinn nicht zur Auszahlung veranlasst, wäre das Casino niemals auf die Idee gekommen, so einen Druck aufzubauen, wegen einer Verifizierung.

Hätte ich mit dem Gewinn weitergespielt, hätte das Casino nie etwas gesagt. Es geht also nur ums Geld wie immer. Und Leute abzocken können die wirklich gut.

Ich habe genau zwei Emails vom Casino erhalten. Eine mit dem fehlenden Dokument, welches ich eingereicht hatte und eine wo ich nur noch 3 Tage Zeit hatte zu reagieren, weil ich angeblich ein falsches Dokument eingereicht hatte.

Eine Email, die ich zu spät gesehen hatte, weil sie im Spamordner gelandet war.

Das ist eine Sauerei, weil das unzumutbar ist in diesen 3 Tagen reagieren zu können, zumal ich ja dachte, dass ich nun alles nötige eingereicht hatte und auch nicht immer Zuhause bin!

Zwei Emails. Eine vom 24. Juli, als ich angeblich das falsche Dokument eingereicht hatte und eine am 12.September als ich eine 3 Tagesfrist erhielt, um das richtige Dokument einzureichen. Sagt mal, merkt ihr noch was? 24.Juli bis 12.September sind fast 2 Monate!! Warum habe ich in diesen zwei Monaten nicht eine Email erhalten, dass ich ein falsches Dokument eingereicht habe?? Nein! Ich erhalte stattdessen im September eine Email, dass ich nur noch 3 Tage Zeit habe. Das ist doch Beschiss in meinen Augen.

Wieso hat das Casino nicht schon im Juli oder August auf das angebliche falsche Dokument reagiert? Warum erst über einen Monat später? Nur damit ich im besten Falle des Casinos nicht mehr rechtzeitig reagieren kann??

Wer schaut bitte jeden Tag in seinen Spamordner rein??!

Ich bin nicht damit einverstanden, weil ich von meiner Seite aus absolut kein Verständnis für diesen Fall zeigen kann, wie das Casino die Situation gehandhabt hat.

Dear Duospin Casino,

Could you kindly respond to the enquiries posed by the player?

Dear All,

We would like to inform you that the request is under investigation and we will contact you back with an update in the nearest time possible.

Your patience and understanding is highly appreciated!

Best regards,

Duospin.com

Sear Ninosch,

Thank you for your message.

You mentioned that you were unaware of having submitted the incorrect document between July 24th and September. However, our records indicate that you re-submitted the document on August 9th, which suggests that you were, in fact, aware of the issue prior to September and yet you submitted the same Jetton transaction history.

Additionally, we must clarify that we cannot be held responsible for emails that may have been directed to your spam folder. It is the recipient’s responsibility to ensure they are monitoring all relevant communications, including checking spam or junk folders.

You were provided with nearly two months to submit the correct documentation, yet the requested materials were not received within that time frame. Based on the information available, we do not find any fault or oversight on our part in this matter.

Sincerely,

Duospin Casino Team

Dear Ninosch,

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.

Well, what else can I say? I don't think it's right. Especially since the casinos sometimes express themselves vaguely about what they want. It can quickly happen that you provide the wrong documents.

I don't speak English. Everything is always translated, and I think if I write to the casino in German, they'll translate it into English as well, or send me an email directly in German.

If I didn't send the right documents, it was because it was once again unclearly expressed.

I can explain as many times as I like how outrageous I find the situation, but the casino won't back down, so what else can I say that would change the whole thing?

Ja was soll ich dazu noch sagen. Ich finde es nicht in Ordnung. Zumal die Casinos sich teilweise wirklich ungenau ausdrücken, indem was Sie haben wollen. Dann kann es schnell mal passieren, dass man die falschen Dokumente bereitstellt.

Ich spreche kein Englisch. Es wird immer alles übersetzt und ich denke wenn ich auf Deutsch dem Casino schreibe, übersetzen Sie es ebenfalls ins Englische, oder schicken mir direkt in übersetzen Deutsch eine Email.

Wenn ich nicht die richtigen Dokumente geschickt habe, dann weil es wieder mal unklar ausgedrückt wurde.

Ich kann hier ja noch so oft erläutern wie unverschämt ich die Situation von meiner Seite aus finde, aber das Casino wird ja nicht einlenken, also was soll ich noch groß sagen, was das Ganze ändern würde?

Dear Ninosch,

I understand that you are dissatisfied with the situation and the resolution of your complaint. However, it is evident that this issue has arisen due to your delay in submitting the necessary documents. No wrongdoing has been identified on the part of the casino.

I must emphasize that this is not the first instance you have faced difficulties in providing the required documentation. Therefore, I would expect that you are already familiar with the essential requirements to facilitate the verification process. It is quite surprising to me that you have not taken the appropriate action sooner. Had you submitted the correct documents to the casino in a timely manner, it is highly likely (I'm not afraid to say almost certain) that your winnings would have been disbursed to you.

I recognize that you participate in multiple casinos, and I can understand that you may have overlooked or forgotten the email from Duospin Casino. Unfortunately, this does not alter the rules that are established and to which you have consented. Furthermore, while it is your choice which casinos to register with, English is the predominant language used in almost all casinos. If you find it challenging to understand it, I suggest playing only at casinos that fully support the German language. It is your sole responsibility, as well as that of any other player, to ensure that the required documents are submitted promptly for the KYC and/or AML process.

In light of all this, the casino team has acted in accordance with their terms and conditions, which you agreed to. This case will now be considered closed as Unjustified. I strongly recommend that you read, comprehend, and adhere to the rules of each casino to prevent disappointments like this in the future. Additionally, regularly checking your email inbox should become a habitual practice for you.

Although this is not the ideal way to learn, I trust you will now pay more attention to this kind of matter in the future to avoid similar disappointments.

As always, if you experience issues with any other casino in the future, please do not hesitate to contact us, and we will try our best to help.

Best regards,

MIchal

Casino Guru