Duxcasino - El jugador está luchando para completar la verificación de la cuenta.

Hello, I keep asking for new documents, I sent my passport a signed invoice, the transfer from the skrill account, and all the evidence that proves my address and person. Why don't I get the money I have won without a bonus?

Hallo werde immer wieder nach neuen Dokumenten gefragt habe meinen Pass eine gez Rechnung die Überweisung vom skrill konto gesendet somit alle Beweise die meine Anschrift und Person nachweist.Warum bekomme ich mein gewonnenes Geld ohne Bonus nicht ?

Dear Nicolas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

First of all, the statement was that my picture was not visible and the 4 corners of the passport were not clear then I received a message that my invoice is not sufficient but my data is on it. I do not have other invoices to present because it is on the name my partner goes like gas rent and so on

Als erstes war die Aussage das mein Bild nicht sichtbar war und die 4 Ecken vom pass nicht deutlich waren dann bekam ich wieder eine Nachricht das meine Rechnung nicht ausreichen ist stehen aber meine Daten darauf .andere Rechnungen habe ich nicht zum vorlegen weil es auf dem namen meiner Partnerin geht wie Gas Miete und soweiter

Thank you very much, Nicolas, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nicolas,

I looked at your complaint and will do my best to help you. I would like to invite DUXCASINO into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello!

Seems like it's a bit of misunderstanding.

The last document you sent (photo of some bill) looks alright. We just need you to make the photo of this document with all 4 corners visible.

Thanks in advance,

Best Regards

Ok I'll take another picture of the bill with all 4 corners, thanks

Ok werde die Rechnung nochmals fotografieren mit allen 4 Ecken danke

Now the payment was refused again. Please help me don't know what to do next. I have already sent so many documents. Please give me a telephone number so that I can discuss it with someone

Jetzt wurde es mir wieder die Zahlung abgelehnt bitte helft mir weiss nicht mehr weiter habe schon soviel Dokumente gesendet geben sie mir bitte eine Telefonnummer damit ich es mit jemandem besprechen kann

Hello!

Your document is approved now 🙂

Best Regards,

DuxCasino Team

Thank you have a nice weekend 😁

Vielen Dank ein schönes Wochenende 😁

Dear Nicolas,

can I consider this case as resolved, please?

Have a nice weekend too 😉

Yes, I got the message from the casino

Ja habe die Mitteilung vom casino bekommen

Dear Nicolas,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru