Duxcasino - Withdrawal Issue

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joeblack33

joeblack33

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Hi,

2 days ago 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. 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 closed an account in one of the casinos in their group.

Playing on their casino for hours was fine until I won. However I didn't breach any terms, in another case the casino group made this statement:

"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.

I've sent them all the required documents and bank details but haven't received anything yet. Any idea what I can do to get my money that I fairly won?

Dux Withdrawal.png

 
if in any case informed spinia via email or even chat that you have gambling problem, or anything close enough to indicate that you have a gambling problem, then yes duxcasino has made the correct decision. Duxcasino is under the same ownership along with Spinia. 

If you are 100% sure that you never mentioned or even stated anything that indicates a gambling problem, i would advise you to post a formal complaint against it. 

*Please note that in case you indeed mention it, you are eligible to get your deposit back. 

 
Teamkayenne said:
if in any case informed spinia via email or even chat that you have gambling problem, or anything close enough to indicate that you have a gambling problem, then yes duxcasino has made the correct decision. Duxcasino is under the same ownership along with Spinia. 

If you are 100% sure that you never mentioned or even stated anything that indicates a gambling problem, i would advise you to post a formal complaint against it. 

*Please note that in case you indeed mention it, you are eligible to get your deposit back. 
Click to expand...


joeblack33 said:
in another case the casino group made this statement:
Click to expand...
Thanks for the reply. I should have made it clearer but I was quoting a statement from the N1 group to prove my point: Under MGA licenses, self exclusion is per brand, not licence.

I personally never mentioned gambling problems and this particular group requires you to explicitly request to be excluded from all their other properties on the same licence. Anyway I've opened a complaint on thepogg and they are looking into it now.

 
Hello!

We are operating under N1 Interactive license. Аny player closed on a project under this license is automatically closed on all projects. This is how the technical platform works. We will send you the amount of 1130.06 euros to your bank account. You need to provide bank details where we will send the funds.

Thank you for understanding.

Best regards,
Casino team.

 
What’s the story here? So you would have lost the money? But because the casino operates through CasinoGrounds they want to look good by paying you out? What a lucky boy. These horrors would have taken every penny otherwise.

 
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