Dux Casino - Excessive Verification

Hi aslofapvlxz - welcome back.

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 – 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.

What are the operator currently waiting on your providing?

Thanks,

ThePOGG

What sort of pathetic response is this? I clearly explained my complaint about Dux Casino. Do your job and resolve this.

Hi aslofapvlxz,

Responding in a rude and aggressive tone will not move this issue forwards. This service will not serve as a lightning rod for you to target your frustrations at and further rude or aggressive communications will result in us terminating any further involvement in your claim.

If you want our assistance you will need to cooperate. Otherwise there is nothing we can do to assist you.

What are the operator currently waiting on you providing?

Thanks,

ThePOGG

This is about Dux Casino refusing to process my withdrawal after I've sent every document they've asked for.

Hi aslofapvlxz,

So, to be clear, you have provided every single document that the operator has requested you provide? We are not going to be told by the operator that they are waiting on you "providing a payslip for the month...." for example?

Thanks,

ThePOGG

That is correct. I have provided everything. They are refusing to accept valid documents and ignoring others.

Hi aslofapvlxz,

What is the operator currently requesting that you provide in place of the documents they declined?

Thanks,

ThePOGG

Dux Casino.

Sorry, I misread. They're asking for the same documents again but they have already verified them and rejected them. It's absurd. It's been my ID, POA, Card images, screenshot of my deposit etc

Hi aslofapvlxz,

Thanks for the clarification.

Could you please quote the communications stating that your ID was rejected, and if different, also quote the requests to provide the same documentation again?

Thanks,

ThePOGG

They have told me on live chat as they refuse to email me. I can send a screenshot of them proving these documents on their site?

Hi aslofapvlxz,

Do you have a copy of the Live Chat conversation (usually emailed to you at the end of the chat)?

It would be highly unusual for an operator to reject a document, provide no reason for rejection and ask you to submit exactly the same document again. For that reason it would be useful to see exactly what the operator has requested around this issue.

Thanks,

ThePOGG

No they haven't emailed me any transcript.

Hi aslofapvlxz,

Our understanding is that your payment has been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

Hi aslofapvlxz,

I'm following-up on the above?

Thanks,

ThePOGG

Hi aslofapvlxz,

If we haven't heard from you by Friday the 6th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG