Dux Casino - Confiscatet Balance

Ruling

Resolved - Dux Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Dux Casino Review.

Player's Complaint

I made my first deposit 100€ at duxcasino and took the 100% welcome Bonus. After playing and wagering, my balance was 1700€ and I tried to verificate my account to make a payout. I tried to upload the necessary documents with my Iphone, but uploading the Adress-Verification, was not possible. So I sign in with the phone of my friend, who has also a Duxcasino Account. Because of the same IP-Adress in this moment, Duxcasino told us, that we both have to verify Our Accounts to make sure there is no violation against the T&C. The next day, my account was completly verified and they told me to make a payout I have to deposit at least to more times. So I made two more small payments. Days and days were going and duxcasino told my friend everyday to upload other documents. One of this days I played again and my balance was 3200€.

At wednesday the 14.07.2021 I became an email from duxcasino, that i violated the T&C because of the linked Account from my friend wo used the same IP-Adress and they cancell 1700€ from my balance and told me that I must withdraw the rest of the balance (1500€).

Since yesterday, after chatting with the Support the 100th time, my friend became verified and the payout was processed.

Today I got the 1500€ on my Bank Account but they cancelled 1700€ from my Balance and blocked my Duxcasino Account.

Just beacuse I tried to upload my documents from my friends mobile device..? And why they cancel 1700 and not the hole balance when I "violated" the T&C? I know it sounds like a joke but this its the truth.

I want the 1700€. I won it. If I lose, nobody gives me a half balance back but if I win they take more than the half? It sounds like scam for me... please help me...

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5 Responses

thepogg

July 24, 2021

Hi bilalo - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that 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 – 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.

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

Thanks,

ThePOGG

bilalo

July 26, 2021

Thank you very much. I'm happy to here soon, what you can find out.

Kimd Regards

thepogg

August 1, 2021

Hi bilalo,

The operator inform us that your balance has been restored. Please confirm when you have withdrawn your funds.

Thanks,

ThePOGG

thepogg

August 8, 2021

Hi bilalo,

I'm following-up on the above?

Thanks,

ThePOGG

thepogg

August 14, 2021

Hi bilalo,

If we haven't heard from you by Friday the 27th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG