Duxcasino - Igrački nalog je zatvoren.

Dux Casino closed my account after a win with no explanation in November of 2025. Since then they only communicated via rare emails and have been intentionally stalling the pay out of my win. I sent them all documents they required and for the past few months they keep telling me to wait. Please help me get my money.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your account was blocked, along with all the subsequent communication between you and customer support at veronika.f@casino.guru?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

Hi, I forwarded the emails. I played a slot called Joker's million, it was a bonus yes, a Welcome bonus. I sent them my licence, selfie, bank statements, proof of deposit and answered all questions they had.

Thank you for your emails. Could you also kindly forward me the proofs of deposits with the date and time of the transactions made on 2025-11-13 13:31:12 UTC and 2025-11-13 13:13:16 UTC that the casino requested from you? Have you been asked to provide any other proof of deposits in the meantime? I appreciate your cooperation.

I sent them the screenshot and also the bank statement with those deposits

Hello Ivv0005VV,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ivv0005VV;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Ivv0005VV,

thank you for the information you have provided so far. I understand this situation has been ongoing for quite some time and must be very frustrating.

To help me better assess your case and proceed further, I would like to kindly ask you for a bit more clarification:

Could you please confirm the exact reason the casino provided (if any) when your account was closed?

Also, could you clarify whether your winnings were subject to any maximum cashout limit from the welcome bonus you used?

These details will help us evaluate the situation more accurately.

Thank you very much in advance for your cooperation.

Best regards,

Karla