Unfortunately, this has been a terrible experience. I made an international transfer from Alinma Bank in Saudi Arabia to my Dukascopy account. The funds were withdrawn, all details were correct, and I had proof of the transfer. Yet Dukascopy rejected the funds without giving a clear reason. They referred me to an intermediary bank (Bankers Suisse) and gave unclear or incorrect transfer details, which caused confusion, delay, and unnecessary complications.

The error is clearly from their side — they refused to support direct transfers and insisted on complicated indirect intermediary steps. Their support was slow, unprofessional, weak, and lacked accountability. One of their staff even wanted to terminate my account without any valid reason, which made this experience even more frustrating.

Saudi Arabia is a globally recognized country, and I expected fair and transparent handling. Instead, communication was poor, explanations were vague, and follow-up was weak.

Now, after all this, I completed a new video verification process again, fully cooperated, answered in Arabic, and followed the required steps. I also sent a follow-up email requesting activation/opening of a multi-currency card/account with a $100 deposit.

As of May 19, 2026, I still have not received any proper reply, activation confirmation, or meaningful update from their side. After repeated transfers, verification, emails, and patience, I am still waiting.

⚠️ I strongly expected better support, transparency, and professionalism. Customers should not have to repeat verification steps, wait without clear answers, or face uncertainty after full cooperation. I hope Dukascopy improves accountability, communication, and customer handling.
Update – June 11, 2025

My application with Dukascopy was rejected again. What makes this more frustrating is that I strongly believe a major cause of this escalation started when I was previously given incorrect intermediary bank information by their staff, which created confusion, delays, and unnecessary complications in my case.

I reopened the process again, submitted my passport, completed video verification, and tried to cooperate fully, but my request was still rejected.

I am seriously questioning why deeper investigation was not done into the earlier mistakes and handling of this case. When incorrect support guidance can affect financial processes and customer trust, accountability matters.

As a customer, I am frustrated that repeated effort, verification, and compliance still led to rejection without solving the deeper issue behind this case.

Date of rejection shown in their notice: June 11, 2025.
Update – May 2026:

Dukascopy has now officially confirmed via their public Trustpilot reply that they chose to terminate the business relationship with me — rather than investigating or resolving the mistakes made by their own staff.

This response speaks for itself. Instead of accountability, they chose termination. Instead of resolution, they chose silence. A bank that ends a customer relationship to avoid fixing its own errors is not a bank that deserves your trust.

I will continue documenting this case across all platforms.

Abdullateef