Duxcasino - Player account has been blocked.

Hi,

on September 30th I made a 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 what's going on, apparently I closed an account in one of the casinos in their group.

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

"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 also never mentioned having gambling problems, so my other accounts shouldn't be limited.

Under MGA licenses, self exclusion is per brand, not licence. So I was allowed to sign up and play on this casino.

I've sent them all the required documents and bank details but haven't received my withdrawal yet.

Dear Joeblack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked list of N1 Interactive Ltd (casino owner) brands, and this is what I found https://www.authorisation.mga.org.mt/verification.aspx?lang=EN&company=1f417374-7580-426d-8969-1f404fce41f8&details=1:

Could you please advise if you have closed any accounts, or requested a self-exclusion in the past from any of those, abovementioned casinos? If yes, could you please forward any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, I closed my account on euslot.com last year (permanently) but not because of gambling problems. I just didn't want to play there anymore.

Here is the rule from the Player Protection Directive 2 MGA : "Provided that, in the absence of a unified self-barring database, if the brands require separate player registration, where the B2C licensee operates multiple brands, the B2C licensee may allow for self-exclusion to be limited to a player’s activity on the brand on which the player has requested self-exclusion, and the above sub-articles (a) and (b) shall be applicable to that individual brand. Provided further that, in the event that a player has been excluded by the B2C licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee."

Thank you very much, Joeblack, for getting back to me. Do you still have relevant emails or any kind of communication regarding your EUSlot Casino account closure? 

I left this message on their chat box "Please close my account permanently." No other details and no further communication. I received a confirmation email that my account is closed indefinitely. It also says I can reopen my account within 24h. That shouldn't be possible if it really was closed because of gambling issues. I even set a deposit limit before playing there because I always play responsibly.

I want to clarify that the reason I closed my account there was that I had no interest playing there anymore.

At no point have I requested that I want these limitations to be extended to other properties on the license. Under MGA regulations self-exclusions only carry over to other properties on the license where the player explicitly requests this, which never happened.

Thank you very much, Joeblack, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Alexander,

I looked at your case and screenshots and understand your situation. I will contact the casino and see if I can help.

Hello, Alexander!

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.

I've sent my bank details to your email: contact@duxcasino.com

I will update this thread when I've received my winnings.

Thank you Dux Casino for the reply.

Alexander, thanks for keeping me updated.

Hello, Alexander!

Unfortunately we don't receive your bank details. Please could you send it to directly to me?

Please provide the following information:

IBAN (or account number)

SWIFT (or BIC)

Bank address

Bank name

Full name of the account holder

Thank you for understanding.

Best regards,

Casino team.

Hi Alexander, please let me know when you receive the funds.

I've just received the full amount. Thank you for your time CasinoGuru.

Hi Alexander,

That's great news. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter