A list Dukat.bet does not publish
Start with the key point: Dukat.bet does not publish a list of rejection reasons. Neither the T&C nor the AML policy spells out which mistakes get a document sent back.
The consequences, on the other hand, are written down. Under T&C section 12, failing to meet verification requirements can lead to the account being temporarily deactivated or closed. Section 4 of the AML policy mentions restriction, suspension or termination.
So among the causes below, only those with a clause reference are Dukat.bet rules. The rest are common causes, not rules set by Dukat.bet.
Rejection scenarios: symptom, cause, source, action
| Symptom | Possible cause | Where it says so | What to do |
|---|---|---|---|
| You are asked for the document again | Blurry, cropped or glare-covered photo | Common cause, not named by Dukat.bet | Take a new photo in daylight with all four corners visible |
| A video call is requested | The document uses neither the Latin nor the Cyrillic alphabet | T&C section 10 | Be ready for video identification |
| Follow-up questions about your name | The account name does not match your legal name | T&C section 9 | Ask for the account details to be corrected; do not open a new account |
| Proof of address is refused | Old bill, or one issued to a different address | T&C section 12: recent utility bill | Send a newer bill in your name, at your address |
| It stalls over the payment method | Card or account not in your name | T&C section 11 | Use only payment methods held in your own name |
| Expired document | The ID is no longer valid | Responsible gaming policy section 4: valid document | Send an ID that is still in date |
| The account is locked | They could not reach you within two weeks | T&C section 9 | Keep an eye on your email and phone after the request |
If the email names a specific reason, that always takes precedence over this table.
Common causes that crop up anywhere
What follows is general experience with other providers too, not Dukat.bet’s published rules.
- Legibility. Smudged text, a flash reflection, a cut-off corner or a cropped machine-readable strip.
- Screenshots and edited images. A picture that has been cropped, drawn on or run through a filter may raise suspicion.
- Mismatched details. A different address on the bill than in the account, or a missing middle name.
- Wrong document type. Sending a bank card as proof of address, or something other than an ID when an ID is requested.
The final question is always the same: does every detail match what you entered in the account?
Before uploading, zoom in on the photo on your phone. If you cannot comfortably read the document number or date of birth, the reviewer will not be able to either.
For a concrete order of preparation, see the document checklist.
Script, video calls and sending by post
Under T&C section 10, documents (ID, payment method, utility bill) must be written in the Latin or Cyrillic alphabet. Without such papers, the casino may ask for video identification. Hungarian documents use the Latin alphabet, so this mainly matters for papers issued in other countries.
T&C section 12 also names a video call and posting documents as ways of confirming identity. According to section 9, a phone call to the number given in the account can form part of KYC as well.
Under section 2 of the AML policy, identification may also be carried out by authorised third-party providers that meet FATF standards, and documents are retained for at least five years. The KYC verification page goes into this in more detail.
Questions the rejection email leaves unanswered
Based on the documents read on 14 October 2026, these remain open:
- how many days a resubmitted document takes to review;
- how many attempts you get before the account is closed;
- which file formats and sizes are accepted;
- exactly what counts as a recent proof of address.
Only customer support can answer these. If you are given a deadline after all, note it down and keep the email.
How one rejected proof of address played out
Hypothetical case with made-up details – not Dukat.bet data: A two-month-old gas bill is uploaded; it is issued to the player’s mother at the same address. The reply is a short email: the document cannot be accepted.
In the next round, the player sends an internet bill in their own name, with the address matching the account letter for letter. This time no further questions follow.
The lesson: alongside a ‘recent bill’, the name on it matters too.
Resubmission, data request, complaint – in that order
First, ask for the reason via support@dukat.bet or live chat, and request a written reply. Only then send a new document – exactly what was asked for, in one go.
Curious what is held about you on file? A data request can be filed at dpo@dukat.bet; under section 12 of the privacy policy, a scanned passport has to go with it. If you suspect phishing, check the sender of the email first – the phishing and privacy page covers this.
Last comes the complaint. T&C section 21 gives you six months from the date of the rejection, and receipt must be acknowledged within a week. Paste the text of the rejection email and your submission dates into the complaint, so you do not have to reconstruct events from memory. If a withdrawal is also on hold, see the page on delayed withdrawals.