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Dux Casino - Account disabled and winnings confiscated
Ruling
Found for the Casino - This player has provided incomplete information at registration in violation of the operator's terms of use. As such there is nothing we can do to help them.
Read our Dux Casino Review.
Player's Complaint
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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Agreement
LuckyLi consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- Dux Casino
- Malta Gaming Authority
- N1 Interactive Ltd
September 10, 2020
Hi luckyli - welcome back!
As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.
You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/
To summarise.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
Unfortunately there is nothing we can do for you in this instance. The Dux Casino terms of use - which you agreed to at point of registration are as follows:
The registration form at Dux Casino explicitly asks for both your "first name" and "last name". If you have entered your initials in these fields, you have entered incorrect information. Your initial is not your name.
All we can suggest is that you ensure you provide accurate information at point of registration in future.
Sorry we cannot be of further help.
ThePOGG