21 Dukes Casino - Not following Self Exclusion Process

RESOLVED
posted on September 22, 2015.

I emailed 21 dukes wanting to take a break from playing to their email address they suggested on the responsible gaming page 4 days ago and received an acknowledgement.
I have since been able to deposit and play £95 and no self exclusion has been set up.
I wish for 21dukes to return the funds that have been deposited since the self exclusion request 4 days ago.

posted on September 24, 2015.

Dear AskGamblers,


Thank you for bringing this case to our attention.

We have tried to reach bj82 by phone in order to confirm the duration of the exclusion period (a six month period has been requested) but could not reach him, unfortunately.
Since confirmation for the exclusion period has not been received, the account has been permanently closed and the refund has been issued for the requested amount. The funds should reflect in bj82’s bank account within 12 business days.

We invite bj82 to contact us by phone should he need any further details or clarifications.

Regards,
21Dukes Casino Team.

AskGamblers
posted on September 26, 2015.

Dear @bj82,

Are you satisfied with the casino's response, can we close this case as resolved? Thank you.

posted on September 26, 2015.

Yes happy with this response.

Will advise if I haven't received the refund within 12 business days

Thanks

AskGamblers
posted on September 29, 2015.

Based on the player's latest comment we consider this case as resolved and it is now officially closed.

AskGamblers
posted on October 9, 2015.

The complaint has been reopened upon player's request since he informed us that he still has not received the refund. We would like to give one more chance for the successful resolution of this case.

posted on October 12, 2015.

12 business days have passed and the refund has not been received.

posted on October 13, 2015.

Hello,

Thank you for bringing this to our attention. Please be informed the refund has been completed on our end, and we would like to ask bj82 to check for any delays with their financial institution.

Please be advised that refund timeframes may vary depending on the player's bank. We invite bj82 to contact us by phone should he need any further details or clarifications.

Regards,
21Dukes Casino Team.

posted on October 14, 2015.

Finally received the refund- you can lose this complaint

AskGamblers
posted on October 15, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.