Dux Casino - blocked account
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.
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Hello, I recently registered at the duxcasino and deposited almost €2350 there. From one day to the next, my account was blocked on the grounds that I have gambling problems and had my account blocked by another provider with the N1 license and was therefore automatically blocked here, but the thing is that I was still able to deposit €2350 and only after gambling the money my account was blocked with this reason, which means they accepted the money and then blocked my account, I don't think that's right because in every other N1 casino you are directly informed that you can't make any deposits due to the self-blocking can do. However, Dux Casino accepted all deposits and only later blocked my account, I would like to recover my losses due to the casino's error and keep my account blocked. many thanks for the help.
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Hi blumi94 - welcome to ThePOGG.com!
Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
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.
– 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.
Which property did you request a self-exclusion at? Do you have a copy of the request that you made?
At the outset of this process I need to be clear that under the MGA license operators are only required to carry over self-exclusions to other properties on the license where the player explictly requests that this happens. That being the case, if you have made such a request and Dux Casino have allowed you to play after it there may be a claim that we can pursue. However, if you have not requested that this happen the operator are within their rights to enforce further restrictions at any point they consider appropriate. They would not be required to do this immediately and in fact your further activity at properties on their license may have informed the license holder's decision to restrict access at other properties. In this scenario the operator would not have been responsible for preventing your play at Dux Casino.