The player from Austria has been accused of creating multiple accounts. We suggested the player to contact the licensing authority, but he didn't confirm whether he contacted MGA within the given time frame, therefore we closed this complaint.
Duxcasino - Player has been accused of opening multiple accounts.
Amount: €7,225
Duxcasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Ladies and Gentlemen
I apologize in advance for the spelling mistakes that crept in.
I've been chatting back and forth with DuxCasino for about a month. You can always find a new reason why it doesn't pay me off. (e.g. we need the bank logo etc.)
I won around 8,000 euros. I want to pay out 7225 euros but the casino refuses.
I started playing at this casino through a recommendation from a good friend.
I chatted with the casino and submitted my details for verification (passport, address, bank account).
Since the first deposit was a Paysafecard (cash account) from the gas station, and the casino wanted a Paysafe account from me for payment. (None present)
After long discussions and discussions, because in Malta it is only possible to deposit with a Paysafe account, we have agreed that I will make an e-banking deposit. So that you can pay me the amount and to prove that it is my bank account too.
After I made the deposit (25 euros) through my bank account (online), my casino account was blocked about 2 hours later. On the grounds of multiple accounts.
My friend who recommended the casino to me told me that I have to personally submit this complaint to you.
I ask very much for help and information,
How we or I should best proceed.
Hope I'm in the right department for such matters.
With best regards
S *** Markus
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Dear Markus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.duxcasino.com/terms-and-conditions) and I found this:
„Each player can create only one (1) personal user account. Creating multiple accounts by a player ("Duplicate Accounts") can lead to termination of the accounts and suspending of all payouts. Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account."
Would you be so kind and forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Thank you for your reply, Markus. As I can see, you and your friend both have accounts at this casino:
https://casino.guru/duxcasino-player-has-been-accused-of-opening-multiple
Since the email address marked as a duplicate mentioned in one of the casino's messages matches your friend's email address, it seems that the casino recognized your accounts as duplicates. I checked the Bonus T&Cs (https://www.duxcasino.com/bonus-terms-and-conditions) and I found this:
"All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.)."
Unfortunately, if both of you claimed and played a bonus using the same IP address, there is not much more we could do for you. If there is any additional information that would help us to support this case, or if I have overlooked something, please do not hesitate to let me know, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Public
Public
3 years ago
Markus, after reviewing all the available information we decided that it is very hard for us to fairly proceed with this complaint because of its nature.
In this case, I suggest you submit the complaint to the MGA (the casino regulator).
You can fill up the form here:
https://www.mga.org.mt/support/online-gaming-support/
Please, let me know when you submit the form.
Public
Public
3 years ago
Translation
Unfortunately not yet I have to meet a colleague who speaks better English otherwise I would just embarrass myself with this complaint ....
Unfortunately I haven't gotten around to it yet.
With best regards
Markus S ***
Edited by a Casino Guru admin
Automatic translation:
