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Dux Casino - Blocked due security reason


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.

Read our Dux Casino Review.

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.

Read the casino review

4 Responses

User icon
July 18, 2022

Hi Abhart - welcome to!

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.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

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.

I'll contact the operator and see what we can find out for you.



User icon
July 31, 2022

Hi Abhart,

Please send bank statements showing all payments you have made to Dux Casino to [email protected].



User icon
August 6, 2022

Hi Abhart,

I'm following-up on the above?



User icon
August 13, 2022

Hi Abhart,

If we haven't heard from you by Friday the 26th of August I'll assume you no longer need our assistance and close this complaint.



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Abhart 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

July 16, 2022

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