21 Dukes Casino - False advertising, poor support

RESOLVED
posted on July 5, 2016.

I received an email from a couple casinos today with a name game. Where if I clicked on the link and guessed the name of the slot game I would receive a $25 chip. On two of the casinos I receive the chip but on 21dukes although I guessed correctly I did not receive the chip. I was given a very short reply no deposit no funds. I explained that this game had been done earlier in the summer with no deposit required and no deposit was required by the other casinos playing this game. I was given the same response no deposit no funds. I ask for a manager and no reply I would tell them I was waiting and then get the standard reply that someone should be with me shortly and no one would come. I'm very frustrated at the lack of assistance and the responses. I tried to call but the number listed on this website is no longer working. I'm not sure why I would want to deposit funds if that's the way they work to resolve an issue with a client.

posted on July 7, 2016.

Dear Askgamblers,

Thank you for notifying us.

Upon investigating this case, we have noticed that the account NEWCHANCE7 holds with us is currently maxed out on free chips, therefore we are unfortunately not able to add any more free chips at the moment.

Please note that “Free Bonus Money represents an amount awarded to you, as stipulated in a promotional offer sent to you via email or newsletters. Free Bonus Money is awarded only if you have at least one Deposit since your first login on 21 Dukes” as per our T&Cs.

We encourage NEWCHANCE7 to make their first deposit with 21 Dukes today and get a royal reward; a 500% match on each of the first 5 deposits, plenty of playtime and big wins!

Best of luck,
The 21 Dukes team.

posted on July 8, 2016.

This is not a bonus this is for winning a game the casino gave. It was a name the game game in which if I guessed it correctly I received a $25 chip. It is not a bonus. Other casinos do the same game with the same $25 chip for a correct reply. This is the only Casino that is calling it a bonus and treating it like one. Even within its own Casino group it is the only one.

posted on July 11, 2016.

Dear NEWCHANCE7,

Please note that the amount won is still free bonus money awarded by the casino. Receiving our newsletters and promos is only for you to be informed of all the perks that you can benefit from as a customer.

However, in order to be eligible to claim them, you need more activity on your account. We are at your full disposal with special deposit deals and tournaments that you can enlist in for more chances to win big!

Please contact your account manager via Live chat and we will be more than happy to assist you with anything that you need to maximize your gaming experience with us.

Kind regards,
The 21 Dukes team.

posted on July 13, 2016.

I don't feel this is resolved but I don't think it's worth moving forward anymore. I did not like the way live chat responded to my request for information or ignored my request. All the other casinos that play this game pay the $25 to except this one. I choose to not pursue this any longer and I also choose to not do business with the casino. If they won't pay a $25 tip for a game as indicated I can't believe they won't come up with an excuse to not pay larger winnings. At this point I'm done.

posted on July 15, 2016.

Dear NEWCHANCE7,

According to our Bonus Rules, rule 5, players who have never made a deposit on their Account cannot receive more than three (3) sign-up promotions.

However, since we do want you to enjoy your time on our site and to make the most out of your experience with us, we have added 7 free bonuses before your last deposit and extended your play time. Taking this into consideration, unfortunately we cannot add more free bonuses at this point, regardless of the promotion, due to not complying with the eligibility criteria.

The rule can be found on our site, by following this link: https:­//w­ww.2­1d­uke­s.c­om/­bon­us-­rules

Since we are available 24/7 and always trying to get you the best deals, we would be more than happy to assist you with tips on how to maximize your activity and help you get on track for our amazing Jackpots and Tournaments.

We are looking forward to seeing you online!

Kind regards,
The 21 Dukes team.

AskGamblers
posted on July 19, 2016.

Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.