Dux Casino - Blocked due security reason

Ruling

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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Player's Complaint

I have had a verified account with you for quite some time which I can no longer use. This is because my account has been blocked since the 6th of June, due to unknown "security reasons" pending further investigation.

I have approached dux casino's customer service several times by email and asked what the status is regarding the investigation of my account. However, I am only told that the investigation is still ongoing and that they will keep me informed further. Now many days have passed and I still don't know why my account has been blocked, and that while I still have money in my account that I cannot have paid out due to the blockage on my account.

It is also unclear to me how long the investigation will take, so I have to wait until it is possible to withdraw my money from my account. I find this outrageous because I have always been able to transfer money to my account on Duxcasino without any problems and cash out smaller amounts to my own account. But as soon as I want to withdraw a large amount of money, my account is unceremoniously blocked.

I'm complaining because I don't get the option to withdraw my money. In order to solve this problem, I would like to have that possibility.

I request you to take appropriate action and look forward to hearing from you as soon as possible to resolve this problem.

Thanking you in advance.

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