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Dux Casino - holding my winnings

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.

Read our Dux Casino Review.

Player's Complaint

Hello, I deposited 150 € in duxcasino and wagered the bonus and won 4400€.I did not break any rules of the casino. Since the daily maximum withdrawal is 2500 €, I made a withdrawal of 2500 € and a seperate one of 1900 €. They paid the 2500 € but canceled the second withdrawal since the daily maximum is 1900 €.

Now they have closed my account due to "bonus abuse" and I can't login to my account to withdraw the leftover of 1900 €. I have tried contacting them via live chat/email and they are saying I can't make a withdraw.

Here is the transcript of the live chat: [EDIT]

Read the casino review

5 Responses

User icon
ThePOGG
March 20, 2021

Hi pena7 - welcome to ThePOGG.com!

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.

If you have any questions about the above, let me know.

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

Thanks,

ThePOGG

User icon
ThePOGG
March 28, 2021

Hi pena7,

Our understanding is that your withdrawal will be paid shortly. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

User icon
Pena7
April 2, 2021

Hey.

thank you for contacting them. I will make sure to let you know as soon as I have received the funds.

User icon
Pena7
April 9, 2021

Hey again. I've finally received the funds. Thank you!

User icon
ThePOGG
April 11, 2021

Hi Pena7,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

Pena7 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

March 20, 2021

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