Dux Casino - T&Cs falsely encouraging players from the Netherlands

Hi shango - welcome to ThePOGG.com!

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.

Were you using any IP masking tools when you registered at Dux Casino? For instance a VPN.

Thanks,

ThePOGG

Dear The Pogg,

Many thanks for your response.

I was not using a VPN or masking tool. I am able to provide my log in history from their site which clearly shows my IP address and location as being based in the NL.

Kind regards

Hi shango,

When viewed from a Dutch IP address - and I've tested several - there is no option available on the Dux Casino website to access the registration form. Can you detail exactly how you managed to gain access to the registration form?

Thanks,

ThePOGG

Hi Pogg,

I literally went to duxcasino.com > join now. However, I have just been to the website and that button has gone which I guess has something to do with my email communication with them and the opening of this complaint. I have several screenshots which show my NL profile, their t&cs at the time I registered and my log in credentials including my NL IP address.

Hi shango,

I can assure you that this has had nothing to do with your communications with the operator. All the properties on this license have been taking this approach for some time now.

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

Thanks,

ThePOGG

Hi Pogg,

I have discovered several of their sister sites accessed from my Dutch IP address and they all allow me to register if I wish. It is just the registration button from Dux which has miraculously disappeared.

I do not wish to cause unnecessary problems for them, but their T&Cs told me that it was acceptable to register from my country and deposit real money when it was not. It is only fair that they offer a refund, so we can move on.

Dear Pogg,

If the casino are not responding, should I escalate this to the MGA now?

Many thanks,

Hi shango,

If the operator were refusing to engage with us, you would have been informed. You will be updated when we reach an appropriate point to share further information with you.

Thanks,

ThePOGG

Hi Pogg,

They have reached out to say they will refund my deposits. I have sent them all necessary documents and info and am just waiting for confirmation that the refund has been processed.

Thank you so so much for your intervention! I'll let you know once the money has been received.

Kind regards,

JL

Dear Pogg,

Monies have hit my bank. Thank you again for your help. I really really appreciate it!

Hi shango,

Thanks for letting us know - it is appreciated :)

ThePOGG