Duxcasino - Hráč byl obviněn z otevření více účtů.

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

Sehr geehrte Damen und Herren

Ich entschuldige mich im Vorhinein, für die eingeschlichen Rechtschreibfehler.

Seit ca 1 Monat chatte ich hin und her, mit dem DuxCasino. Sie finden immer eine neue Begründung, warum es nicht funktioniert an mich auszuzahlen. ( zb wir brauchen das Banklogo usw.)

Ca 8000 Euro hab ich gewonnen. 7225 Euro will ich auszahlen aber das Casino weigert sich.

Ich habe in diesem Casino durch eine Empfehlung, eines guten Freundes angefangen zu spielen.

Ich habe mit dem Casino gechattet und meine Daten übermittelt, für die Verifizierung (Reisepass,Adresse,Bankkonto).

Da die erste Einzahlung eine Paysafecard (Kassabon) von der Tankstelle war, und das Casino ein Paysafekonto von mir wollte, zwecks Auszahlung. (Keines Vorhanden)

Nach langen Gesprächen und diskutieren, weil es in Malta nur mit einem Paysafekonto möglich ist einzuzahlen, haben wir uns geeinigt das ich eine E-Banking Einzahlung mache. Damit sie mir den betrag auszahlen können, und um zu beweisen das es auch mein Bankkonto ist.

Nach dem ich die Einzahlung (25 Euro) durch mein Bankkonto  (online ) getätigt habe , wurde ca 2 stunden später mein Casino Konto gesperrt . Mit der Begründung Multiple accounts.

Mein Freund der mir das Casino empfohlen hat, hat mir gesagt das ich persönlich diese Beschwerde bei euch einreichen muss.

Ich bitte sehr um Hilfe und Auskunft, 

Wie wir bzw Ich am besten vorgehen soll.

Hoffe ich bin in der richtigen Abteilung für solche Angelegenheiten. 

Mit freundlichen Grüßen 

S***Markus 

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

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. 

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.

Hello Markus,

Have you already submitted an official complaint to MGA?

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 ***

Leider noch nicht ich muss mich da mit einem Kollegen treffen der besser Englisch kann sonst würde ich mich nur blamieren bei dieser Beschwerde ....

Leider bin ich noch nicht dazu gekommen.

Mit freundlichen Grüßen

Markus S***

Please, let us know when you file the official MGA complaint, so we can close this case accordingly. I would suggest doing so as soon as possible.

Unfortunately, we’re forced to reject this case because the player hasn’t confirmed whether he contacted the licensing authority as suggested.