Dux Casino – Account disabled and winnings confiscated
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When trying to withdraw our winnings I've received the following reply: "Your cashout request has been declined. Please contact our support agent for the details". I've contact the support team via chat and was asked to upload my personal data. I've uploaded a selfie with my ID included, as well as a utility bill and a screenshot of the deposit on my bank account. Unfortunately I received this reply: "Your document (20200905_142135.jpg) wasn't approved. Reason: Please, clarify why you entered incorrect details during registration"
Upon registration I entered my initials, with my full home address, phone number and email address. After registration it's not possible anymore to update your profile. Although they ask me to keep my profile up to date. After multiple chats with the support team, I was told by one of employees that it would be escalated to their manager. Unfortunately I received an email last Sunday the 6th of Sept with the following: "Dear Friend, For your information, your account was closed and the winning were confiscated.
In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated"
I'm very surprised to see my account has been disabled. Now I'm unable to reach the support team by chat and emails are not being replied. To be clear, I did NOT provide any FALSE data. They even now have a lot of my personal data, which I, of course, would rather not like to share with anyone. I feel being treated in very unfair way.
I would like to receive the amount of 500,11 EUR and my account activated again. In case more information is required, please let me know. I have emails and screenshots available.
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