Duxcasino Withdrawal confiscated

[joeblack1]

Hello,

few days ago I made my first deposit of 51€ on Duxcasino. After playing for a few hours there 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 what's going on, apparently I had closed an account in one of the casinos in their group (N1 Interactive Ltd). They refuse to pay me my winnings.

However I didn't breach any terms, in another case the casino group made this statement on askgamblers in July 2020:


"According to the information provided to N1 Casino, you have independently installed in your account self-exclusion at

You do not have permission to view link Log in or register now.

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."


Under MGA licenses, self exclusion is per brand, not licence. So I was allowed to sign up to the casino.
I also never mentioned any gambling problems.

I've sent them all the required documents and bank details but haven't received my withdrawal yet. Fortunately, I was able to make a sceenshot before they locked me out. Is there anything I can do to get my winnings?




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[gottoslot]

Any update yet? I dont think its in their terms so normally they should pay if you are verified

 

[joeblack1]

Any update yet? I dont think its in their terms so normally they should pay if you are verified

After contacting the MGA I was referred to thepogg.com. I've opened a complaint there and they are now looking into it. I will update this thread if something comes out of it.

 

[L&L-Jan]

It seems according to them you did mention it, on the 30th of June. Are you sure they can't proof that? As otherwise you are wasting many peoples time, including thepogg.

Opposite note, if one mention gambling addiction. Imo it is the operators responsbility to ensure the customer cant create a new account with similar details. Or the customer can create one, but deposit and gameplay is blocked. However, thats just my opinion that nobody wants to listen to

 

[joeblack1]

It seems according to them you did mention it, on the 30th of June. Are you sure they can't proof that? As otherwise you are wasting many peoples time, including thepogg.

That was not about me. I wrote "in another case the casino group made this statement". Their statement confirms my point: Under MGA licenses, self exclusion is per brand, not licence.

 

[Slottery]

That was not about me. I wrote "in another case the casino group made this statement". Their statement confirms my point: Under MGA licenses, self exclusion is per brand, not licence.

That's minimum, some operators are extending exclusion to all brands, especially if gambling problems mentioned at any point. To make sense, they could prevent you from depositing in the first place.

 

[joeblack1]

That's minimum, some operators are extending exclusion to all brands, especially if gambling problems mentioned at any point. To make sense, they could prevent you from depositing in the first place.

Yes, but this particular group requires you to explicitly request to be excluded from all their other properties on the same licence. And again to clarify, I never expressed that I have a gambling problem which seems to be the whole claim. So either they prove it and refund all my deposits I made since then in their casinos or they pay me my winnings. They can't have it both ways.

 

[hhhelllo]

spinia lol
When casinos have the same owners but different managing team, very hard to tell who is owned by who. So you tell the team that manages the one with the worst reputation to self exclude players that ask for account closure and apply this retarded rule to any other properies sharing the same liscense. So its spinia’s fault if you got screwed. You helped them achieved their goal though. And dux made money. But its the same person