The player from Germany, who was struggling with gambling addiction, claimed that Duxcasino, which allegedly didn't hold a license in Germany, had violated its own rules, particularly the deposit limit for German players. He had requested a refund of 672€, arguing that his registration and deposit should not have been allowed as he was blocked from other casinos within the N1 Group. The player provided evidence of his self-exclusion from the N1 group casinos, but Duxcasino stated they found no prior request for self-exclusion due to gambling addiction. The player also claimed that Duxcasino had violated its own terms regarding the deposit limit for German players, an issue the casino did not address. The Complaints Team was unable to resolve the issue due to a lack of further response from the player.
Duxcasino - Self-excluded player requests a refund from the casino.
Amount: €672
Duxcasino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I hereby respectfully request DuxCasino to promptly refund the deposits I've made in their casino, which amount to 672€. Your establishment does not hold a license in Germany and has faced multiple lawsuits by German courts in the past. As a gambling addict, I struggle greatly with my addiction, often losing control over myself. Your casino is part of the N1 Group, where I have been blocked for years and am known as an addict. Therefore, my registration at your casino should not have been possible, let alone any deposits.
Even the casino representative here at CasinoGuru has stated the same in another case - that anyone who is blocked in an N1 Casino is blocked for all. The MGA license requirement also implies this.
Your casino has violated its own rules here. neither was my account reviewed, nor was the deposit limit of 150 euros for German players adhered to.
Dear Aljosha93,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Duxcasino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly you self-excluded in the casino from the N1 group for the first time? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
When exactly did you register in Duxcasino? Have you used the same personal information in this account as in your other self-excluded account?
Regarding your issue with the license, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules. Unfortunately, in this case, we are not able to help you.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello Veronika,
Here are several screenshots of account closures in the N1 group. I am blocked in almost all of their casinos, but according to the casino representative who is active here in the forum, a ban applies to all casinos in the N1 group. I don't understand how something like that can happen Sure, I'm an addict and I'm partly to blame somewhere, but the casinos also have to protect people like me from problems and that didn't happen here. Duxcasino also violated its own terms and conditions, which state that after a deposit of 150 euros a check is necessary, that's true didn't happen for me. And of course I entered my correct details at duxcasino.
I still don't get any response from Duxcasino. Do you have the possibility to contact someone responsible?
Hello Veronika, is there anything new now?
So the casino has now contacted me, but it didn't address the fact that I was blocked from N1 or the violation of its own terms and conditions. Only the jurisdiction was mentioned here as a rejection of my refund and my email was apparently not read correctly and the fact that I am blocked and the violation of my own terms and conditions is simply ignored
Based on the rules of the MGA license, players' accounts would be suspended across the entire platform if the reason for the self-exclusion was gambling addiction.
"(4) Any exclusion implemented in terms of this article shall be offered:
…
(b) Across all the means by which the B2C licensee provides its services, and, optionally, but not alternatively to the latter, across one or more websites and, or one or more remote means.
…
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"
Could you please send me any evidence that you informed Duxcasino (or any other casino from the N1 group) about your gambling problem? In case you haven't mentioned gambling addiction directly, your self-exclusion request was applied to a specific casino only, not across the entire platform/group.
Somehow I don't think the argument is impartial here, the casino representative from Duxcasino himself wrote in another complaint here in the forum that it doesn't matter how the ban is done because you will automatically be blocked in all N1 casinos if you block yourself in one, as well The violation of our own terms and conditions is much more serious here, namely the rule that German players are only allowed to deposit 150 euros and then have to be verified
Today I asked again at an N1 Casino where I was blocked over a year ago. The answer is that I was and am blocked on the entire platform
Thank you very much, Aljosha93, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Aljosha93,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Duxcasino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
I also hope that we can find a solution here because I find it really very surprising that the casino itself sets up rules for German players, such as the deposit limit of 150 euros, and then doesn't adhere to them. If I set up rules, I have to stick to them myself and not like this and sometimes like that, that's not fair
Hello, dear Aljosha93.
Thank you for contacting us with your problem. We are sincerely sorry that you encountered such a difficulty.
We conducted an investigation and contacted the department that is responsible for blocking from the platform if such a request is received. After a detailed check we were unable to identify your request for exclusion from all sites that belong to the N1 group and the mention that you suffer from gambling addiction, which allows us to deny your request for a refund. But we inform you that after your request, we have closed access to the N1 group sites for you. If you have refuting information proving otherwise, please attach screenshots of emails with the specified date.
Regarding our license, you can always see the information on our website. According to our terms and conditions you confirm and warrant that online gambling is legal and permitted in the jurisdiction where you are located and you will not use the website while resident or temporarily located in any jurisdiction that prohibits use of the website.
The minimum sum to deposit is 15-20 euros and can change depending on the method and provider.
If you have any other question, don't hesitate to contact us.
Best regards,
DuxCasino team.
and again the violation of our own terms and conditions regarding the deposit limit for German players is not discussed here
A violation of your own terms and conditions simply means that no contract has been concluded and you are obliged to pay a refund. You know that and that's why you don't respond to it
Dear Duxcasino,
Do I understand correctly that the player needs to send one email, in which he specifically asks for self-exclusion from all N1 Casinos? Does that mean that if a player self-excludes from an N1 Casino due to gambling problems, without mentioning the desire to be excluded from all N1 Casinos, the self-exclusion in all other N1 Casinos will not happen automatically?
Then the casino's statement here is contradictory because in another thread the casino representative expressly wrote that if you are blocked in one N1 casino you are automatically blocked in all others and it is still a violation of your own terms and conditions 
Hello, dear all.
We do block a user from the entire N1 platform if he closes his account due to gambling problems, which is what we did when the player contacted our casino. But since the player claims that he requested a block even earlier (which is why, in fact, he should not have been allowed to play at DuxCasino), unfortunately we did not find confirmation of this.
We have data on all cases of this kind, since it is very important for us to regulate such situations, but after a thorough check carried out by our responsible department, we found out that the player contacted only DuxCasino with a request to close the account, that was done, after which followed by a block from the platform.
Dear Aljosha93, if you have a confirmation that you have previously contacted one of the casinos on this platform and requested to close your account due to gambling problems, please provide such a screenshot of the letter where we can see the date and time.
Best regards,
DuxCasino Team.
Dear Aljosha93,
Please proceed according to the instructions provided by the casino. We will be waiting for your updates.
I still haven't received an explanation from the casino regarding the violation of their own terms and conditions, because this has not been answered at all, nor has there been any answer as to why Casino Guru is talking about a uniform N1 platform in which if you exclude yourself from one casino in the N1 group, you are excluded from all of them.
Dear Aljosha93,
Please, we need to tackle this problem one thing after another. Now, it's important to figure out if you have contacted any of the casinos on the N1 platform with a self-exclusion request due to a gambling problem, which would mean that there was a mistake on the casino's side. After the issue in question is clear to us, we can look into other problems in your case.
I ask you for your patience and also for your cooperation. As previously stated, if you haven't already done so, please proceed according to the instructions provided by the casino and let us know when you will do so. We look forward to hearing from you.
Unfortunately, the casino where I was blocked no longer exists. This was the Berry Casino from N1. Last year I was blocked in the chat there because of my addiction and even explicitly asked for me to be blocked in all casinos in the group. Unfortunately, I can no longer ask for the chat history there because this casino no longer exists.
Dear Aljosha93,
Did you perhaps receive any kind of confirmation email after your exclusion from the N1 platform? Any piece of evidence would help us verify that the exclusion had actually happened.
