Dux Casino - Comp points lottery skips prizes

Ruling

Resolved - Both the submitting complainant and Dux Casino have informed us that this issue has been resolved and the player has received their funds.

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Player's Complaint

Dux casino has a monthly VIP program which contains 30 levels in total. Every levels contains a prize. They also have a lottery promo where players can win CP ( comp points ) simply by making a deposit. Today I was one of the lucky winner of this lottery. I won 250 CP which boosted my level status from 1 to 6 but the prizes from level 2 through 5 are skipped. They only added the prize of level 6. I asked live chat about this and they said 'unfortunately that's how the promo works' was their answer. How can you lose by winning from the lottery? That really does not add up. Some of the prizes I really like to win/achieve, like the deposit bonus offers and bonus money. I think the prizes of all the levels should be avaliable wether the CP is earned by playing or won from a lottery. The prizes are there not for nothing. I mean, what if I was playing to get to a certain level and suddenly I won great amount of CP and it boosted my level up from 4 to 7 and my goal was to achieve level 5 prize? I could not find nowhere on their website indicates the rules of the lottery.

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6 Responses

thepogg

March 16, 2022

Hi TPdedi - welcome back.

In the first instance you need to escalate your complaint internally with the operator before seeking 3rd party intervention. Please do this and if you are unsatisfied at the end of this process let us know.

Thanks,

ThePOGG

tpdedi

March 16, 2022

Hello,

Thank you for your reply,

I already asked live chat about this and in conclusion live chat told me that I will not receive the bonuses from level 2 to 5, live chat agent notified my that she will forward this matter but no prizes will be added to my account because this is how the comp points lottery works. If you need more information regarding this matter, I will send them an email and rais this matter to the support of Dux casino.

tpdedi

March 16, 2022

I have sent them an email and awaiting for their reply, I will keep you posted as soon as possible.

tpdedi

March 17, 2022

Support from Dux casino sent me an email and they have added the prizes of level 2 and 3 but I am still missing the prizes of level 4 and 5 and asked them about it via email, I'll keep you updated asap.

tpdedi

March 17, 2022

They sent me another email, added level 4 prize to my account and level 5 prize has to be claimed after the deposit is made. You can close this case.

Thank you for your help and I wish you a very pleasant day.

thepogg

March 18, 2022

Hi tpdedi,

Thanks for letting us know - it is appreciated :)

ThePOGG