Dux Casino - Withdrawal confiscated
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.
Hello, I made my first deposit of 51€ on Duxcasino. After playing for a few hours I wanted to withdraw my winnings of 1130.06€
My withdrawal was declined because I had to verify my account first. So I uploaded my documents and they were all accepted except my ID. They wanted a photo instead of a scan. Then they declined the photo aswell and wanted another one on a different background. I tried to upload the new photo and was kicked out of my account. Couldn't log in anymore. Asked the chat support what the problem is, they said I closed an account in one of the casinos in their group.
However according to N1 Interactive Ltd I didn't breach any terms, in another case the casino group made this statement on a forum (askgamblers) in July 2020:
"According to the information provided to N1 Casino, you have independently installed in your account self-exclusion at Spinia Casino on June 2. In this case, the limit does not apply to other projects licensed by N1 Interactive. As soon as you have notified the casino of gamblings problems(June 30), your account was blocked.
We would like to mention when a player puts a self-exclusion without any signs of gambling problems, a self-exclusion period sets up just for one project where it was initiated, not for all casinos under the same license."
I never mentioned having gambling problems, so my other accounts shouldn't be limited. Also I was able to play there for hours and could potentially have lost my deposits. The issue only came up after I won and requested a withdrawal.
I've sent all the required documents and bank details but haven't received my withdrawal yet.
the casino review
Leave a Reply
You must be
to post a comment.
Hi joeblack111 - 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.
– 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.