Dux Casino - verification issues

Hi Stratton - 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.

How much wagering had you engaged before you tried to withdraw?

Thanks,

ThePOGG

Hello is something happening now?

I have wagered 400€ 3x

Hi Stratton,

I did not ask how much you have wagered now, I asked how much you had wagered before you placed your first withdrawal?

Thanks,

ThePOGG

Hi Stratton,

I'm following-up on the above?

Thanks,

ThePOGG

I have totally wagered 1200€ as insaid befor i requested a payout

Hi Stratton,

I'm afraid to say that a) you did not stipulate that you had wagered this amount before you requested your withdrawal, you simply stated "I have wagered 400€ 3x" and b) it seems unlikely that you have made these wagers prior to requesting your initial withdrawal. If you had, it is very strange that the operator has rejected the initial withdrawal citing this term.

The reality here is that you have submitted two complaints in quick succession and in both instances there appear to be security concerns regarding your account. That in itself is unusual - that two operators independently have concluded that they need to look at your account activity more closely in such quick succession - and with regard to this case specifically it is very unusual for a player to engage in so little play after a deposit like this. This is a pattern of activity that is an immediate qualify an account for 'high risk' verification processes.

I'll contact the operator and see what we can find out, but given what has gone on you should reasonably expect that your account will be subject to enhanced due diligence before any payments will be made.

Thanks,

ThePOGG

Hi Stratton,

Have you completed the verification process?

Thanks,

ThePOGG

Hi Stratton,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Stratton,

If we haven't heard from you by Friday the 30th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hey yeah i need assistance and yes i did verify my dicuments

Hi Stratton,

The operator has informed us that you have been non-responsive to their contacts to arrange a Skype verification call. You need to engage with this call - not just provide documents - to complete the verification process.

Once you have done so, let us know.

ThePOGG

Hi Stratton,

Have you completed the verification call?

Thanks,

ThePOGG

Hi Stratton,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Stratton,

If we haven't heard from you by Friday the 8th of October I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hey they never got in touch with me for a skype call

Hi Stratton,

Please pro-actively email the operator to arrange this then. You should CC [email protected].

Thanks,

ThePOGG

I have contacted them but got no response yet

They answeres back

I want to arrange a skype verification call that you tried to arrange with me in order to pay me my money out

Thats my Skype ID

[EDIT]

Attachments:

[EDIT]

Duxcasino

Greetings!

Your account has been blocked due to security reasons. If you disagree with this decision, an official complaint may be sent to the licensing regulator (more information could be found on our Website).

Best regards,

DuxCasino Payments Team

They did not even got into my question

Hi Stratton,

Has the operator contacted you to arrange the verification call?

Thanks,

ThePOGG

Yes we have done the call and they told me thats its up on you to decide now

Sufficient evidence has been gathered to demonstrate that this account has breached the terms of use in a non-redeemable fashion. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG