Duxcasino - Igrač ima poteškoća s povlačenjem dobitaka.

Hi,

I have made several deposits, and got even some withdrawals in time (within a few hours). But now i have a withdrawal of 180 euro (not so big) and already waiting for + 5 days.

support is telling me that it is an issue with Skrill, but i dont have issues with other casino's and they have already made some withdrawals to that.

Their support is quick but they never give me correct answers. I want to gamble on a trustable casino's where withdrawals go smooth (of course i met all requirements).

Dear jitse,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Knowing that you have completed KYC verification successfully and had your withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply and patience.

Best regards,

Petronela

Hi,

Still not received my withdrawal it is now 14 days. They keep saying in chat that there was an issue on skrill side, which is not.

It is 180 euro only but i am not sure if you can trust a casino where they provide not correct information about the withdrawal and where it takes so much time. Without any information from their side , no email with sorry for the delay etc.

Thank you very much, jitse, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear jitse,

I’m sorry to hear that you are having difficulties withdrawing your winnings. Unfortunately, in the past few weeks we have been receiving multiple complaints from players also having trouble withdrawing to Skrill in other casinos, therefore we think that in this case, the problem might actually be on the payment provider’s side but I will try my best to resolve your case as soon as possible.

I would like to invite Dux Casino into this conversation.

Dear Dux Casino

Can you please state the reason why jitse’s withdrawal has not been processed yet?

Hello!

Sorry to hear about this type of problem with your withdrawal. We already send all info to the payment provider but seems like it's some delay on their side. We're trying to help them and find out the reason of the delay. Hope you will receive your payment in the shortest time.

Best Regards,

DuxCasino Team

Dear DuxCasino,

Thank you for providing the explanation.

I’d like to kindly ask both parties to keep us posted here on any development regarding this issue.

Hi,

Now received an email:

Your cashout request has been declined. Please contact our support agent for the details.

I received my money in my account, did contact live chat but they did not know anything. I have multiple times contacted support and they are nice and friendly but it took so much of my time. And at the end ending with no exxcuse or what so ever.

I have now requested a new payout, lets see how that will take.

I finaly received my withdrawal of 180.36 in my skrill account. Took a long way.

Again support live chat is nice and friendly. but it took too long without any information from Duxcasino.

Also no excuse or whatsoever.

Dear jitse,

I’m sorry that your withdrawal was more complicated than usual but I’m glad you have received your winnings now. Thank you for using the Casino Guru complaint resolution center. We will now mark the complaint 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.

Best regards,

Andrej