Complaint #145 21 Dukes Casino

21 Dupes at 21 Dukes

By GeraldBW

4 years ago

Good day, gamblers galore

My issue of concern relates to the endlessly confounded policies regarding withdrawal standards at 21 Dukes Casino.

Firstly, I have made a number of quantifiable deposits at Dukes. It is a seemingly gorgeous online casino, very well designed and quite alluring to to the common eye. It is a compelling place, at least visually.

However, my history with this casino has been questionable at best. For instance, 21 Dukes almost religiously sends out 25 spins for promotional purposes to my email address about twice a week. I, of course, take to the reels in hopes of obtaining "reel" winnings.

As of recent, I was able to beat the onerous wagering stipulations and won about $700.

I proceeded to make a withdrawal in that amount via bank wire transfer. I was told to wait 5 business days for processing, but to avail, as I was told to make a deposit at least 5 days before I could successfully withdraw any "free spins" winnings. I had not done so, but was given the opportunity to submit a deposit in an effort to collect. I proceeded to make the deposit. Keep in mind I had made deposits on this account previously. Nonetheless, as the 5 day period passed, I again was told I could not withdraw the amount via bank transfer, this time a $500 request, because to collect winnings from a promo, the bank wire option was unavailable for winnings related to "free spins". I only had the option, now, to withdraw via Bitcoin wallet and in the amount of $100 only.

Puzzled and confused, because I had now been waiting for over 2 weeks for any winnings to somehow arrive in my "wallet", I contacted Dukes. To my surprise, I was rudely spoken to and was given confounded information regarding the proprietary withdraw system they have in place. I, in fact, created a crypto currency wallet and requested a mere $100 due to my "Basic status", discriminatory at best, and am still waiting for collection after much time has passed. I am a Canadian legal graduate and still can't wrap my head around the Dukes delusion. Be weary, be leary and be brave.

21 Dukes will give you more than 21 headaches.

Disputed Casino 21 Dukes Casino

Reason Bonus abuse

Amount $100

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 21 Dukes Casino management acted in accordance with their Terms and Conditions.

2.1.9. Free Bonus/Spins withdrawal limits

Maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum C$100,

2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of C$25 cash.

We thank both parties for their assistance during the complaint process.

21 Dukes Casino

• Representative

4 years ago

Hello,

Thank you for the quick reply!

We appreciate the feedback, and understand the point of view, however there are several things that we need to take into account.

Firstly, the winning limits cannot be introduced as we do not control the games or their payout ratios. We host games from different providers and would not be able to interfere with the game mechanics.

Secondly, once a bonus is wagered, be it a deposit bonus or a free bonus, the winnings are transferred from the bonus balance to the cash balance, and the origin of the winnings once requested for withdrawal can only be determined by our Accounting department upon review of the withdrawal request. The term "Available balance for cashout" that is displayed in your account refers to the fact that the amount listed there is free of wagering requirements and is available to be requested, however this does not change the origin of the winnings, or the fact that some may have a maximum cashout. As per our Banking Page, once the Member makes a withdrawal from a Free Bonus, the remaining balance from the winnings corresponding to the Free Bonus in question will be voided.

All things considered, we understand that your experience was marred by this misunderstanding and would like to present some alternatives for the future.

You can opt to play without any free bonuses, in order to avoid your winnings being limited by a maximum cashout. You can consult your account manager via chat in order to check if you have any free bonuses in your balance, or if you accidentally claimed one, you can also cancel the bonus from the Bonus Overview section.

Alternatively, you can also play without any bonuses at all, which in turn would remove the wagering restrictions, and opt for a cash-only experience. We also offer cashback for your deposits instead of a bonus, which would grant you an extra chance should the house win. Feel free to ask your account manager for further details regarding the cashback offers we have.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,
21Dukes

GeraldBW

4 years ago

Thank you for your kind and prompt reply, Duke(s).

I understand what you are saying. However, I still believe that some of your proclivities regarding your behaviours, well, bizarre.

You send out free spins and have a cash out balance of $100. I get it. Fine. Cool. But why them do you attribute higher amounts of wins to a client's account,, in my case a few hundred dollars, if I cannot win more with it, not withdraw it? Would it not be best to just let the player know, as it capped at $100 for withdraw,any other further funds on his or her account is basically bunk. My point being, attribute only $100 to the account and no more. This way the player does not believe anything else is withdraw worthy. Your withdraw page said I had $700 available for withdraw. However, I could only take out $100. I should have never thought so in the first place.

I suppose we all do things differently, but confusing the public is unethical and a bit insulting. Perhaps you just need to tweek your site. I appreciate playing at your casino, and I thank you for what I believed to be good opportunities. However, the dots don't connect entirely by way of administration, seem aloof and are desperately bewildered.

Respectfully,

< full name removed >

21 Dukes Casino

• Representative

4 years ago

Hello,

We hope this message finds you well!

Kindly note that your initial request was declined because your winnings originated in free spins and you did not have a deposit made within 5 days prior of placing the withdrawal request. As per our Banking Page, you can cash out winnings from free bonus money if you have at least a minimum deposit of 25 made in the last 5 days before placing the payout request.

In regards to your second withdrawal request, you opted for a Wire Transfer withdrawal, which is available only for amounts exceeding 500. Considering that your winnings originated in free spins, the maximum cashout for them would be 100. The withdrawal request was declined because the amount that you would have been eligible to withdraw did not surpass the minimum required for the selected method.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,
21Dukes

21 Dukes Casino Complaint Stats

Resolved 40 / 43

Avg. Amount $1,183

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

21 Dukes Casino Complaints

See all complaints for this casino

Account closure and money not paid

I signed up and verifiers at 21dukes. I won $350 AUD and withdrew using the skrill withdrawal option. This was in the week of 17th October 2022, I can't give an exact date as when I attempted to log in and check on the progress I wasn't able to access my 21 dukes account using <removed email> I tried resetting my password, the emails came through and told me I successfully changed the password but the account still said it had been disabled. I tried this 3 times. I then emailed on the 27th,28th, 29th and 30th of October 2022 asking why my account was locked, none of my emails have been replied to. I then created a second account so I was able to access the live chat feature between these dates twice. They just told me to email [email protected] to enquire, which I did with still no replies. My winnings should have shown up in Skrill by now, but I think they have locked me out to avoid having to pay me.

Unresolved

$350

My account has been disabled while registering

Good day

I signed up with 21 dukes casino and received free sign-up spins I wagered R39 000 with the free spins and end up with R1400 that I could withdraw... After the wager, I spoke to Charles at live support and I asked if the next step is a deposit which it was and I had to get verified. So, I started with my documents, first was my ID, next was proof of residence, and lastly my bank card. My ID got approved, and I could not tell if the other two documents got uploaded because it keeps showing that I need to upload these documents. I uploaded it probably 3 or 4 times. Still the same.

I contacted live support and was told that he could not tell me if it was uploaded to my account and he gave me the following email to find out. email - [email protected]. I sent an email on the 13th of November with all my documents again and asked if they did receive them. Later I logged into my account to see if it has been approved, no reply to my email though. My proof of residence was rejected, which is very strange to me because it is from our local municipality. I searched then for contact details for 21dukes and came across another email address I sent an email to the first email address and the second one, which is [email protected]. The second email was sent on the 14th. No reply from them. So on the 15th, I wanted to log in to my account so I could speak to live support and my account has been disabled. I have sent 2 more emails and also no reply at all.

I would like to know what is going on, and why they don't reply to my emails, reject my documents, and disable my account.

Thank you in advance.

Unresolved

₹1,400

Deposit refund emails ignored, winnings declined

My withdrawal was declined and I have sent several emails to their different departments about refunding my deposit but my emails is being ignored. They don't reply to any of my emails even the chat section on my account has disappeared so I cant communicate that way. Its very disappointing coz you have to make a deposit first in order to withdraw. So I feel if my withdrawal was declined then they should refund my deposit.

Unresolved

$750

Withdrawl request keeps getting cancelled

Good day

Please can someone from 21 Dukes kindly Contact me and Assist in this regard.

I have tried 10 days ago to Withdrawl my winnings from my Cash Balance and requested to recieve my winnings in Bitcoin but unfortunately due to me not making a min deposit of R350 before requesting my Withdrawl to be paid out - my Withdrawl request was canceled.

I understood that and made an immediate deposit of R350 into the platform and re requested for my Withdrawl to be paid out to me in Bitcoin but today I was not even notified on email as to why my Withdrawl was declined once again, I found out by going onto the platform and saw my funds sitting back in my Cash Balance without any explanation.

I made sure I read the terms and conditions and have made sure all my documents have been accepted, and everything seems to be in order.

I have sent emails to [email protected] for assistance in this regard to no avail and yet nobody has contacted me to explain why I can't have my funds.

I have fully abided by all Terms and conditions and am very frustrated and disappointed in the platform.

I really need my funds as soon as possible, please approve my Withdrawl request as I would like my funds to reflect immediately.

I honestly supported 21 Dukes for over a year now and can't believe they have turned a blind eye.

Help

Chireen

Resolved

Continuous cancellation of payout

After previously being fully verified and successfully cashing out, I was surprised that after their day wait period, they cancelled my latest request saying they need more documentation (updated utility bill) but I provided without issue and requested again. Five business days later, cancelled again asking for copies of cards that I hadn't used in a long time, and copy of my id along with 'vouchers' they said I could provide a handwritten letter for the 2 cards I no longer have which I did. I confirmed at that time, after they reviewed the docs, and they said I was good. I again requested payout. AGAIN after the 5 business days expired, they cancelled saying I did not send in anything about a card ending in 8128 - which i absolutely did, I'm so frustrated at this point, I really need your help.

Resolved

$1,500

Voucher issues leading to an extremely delayed payment

Hello Assistant at ask gamblers support can you please help me with my withdrawal request at 21 Dukes Casino ? I've been having issues with getting my $1754 from 21Dukes Casino for over 3months now, everytime I email them the requested documents another issue comes up and another excuse such as the vouchers they requested to be filled out by me and emailed back which was provided and when I completed the required vouchers they make things more complicated such as making me print out the vouchers after filling them out via my freehand by my phones PDF app which they asked of me firstly and then that wasn't good enough so they wanted me to print them out but told them I didn't have access to a printer . Please help I I feel like their casino accounts team is playing games and it's unprofessional.

Resolved

$1,754

Waiting one month for my payout

Hi there,

After having my initial complaint rejected by you guys for not providing enough evidence I actually received a reply from 21 dukes. In which case I replied and now seem to be finding them unresponsive.

I have agreed to their offer of a payout of $2000 in bitcoin and have provided them with a bitcoin address some 3 days ago and almost a month since my initial withdrawal request and am now finding it hard to get a response from them. If you have a way to possibly help speed this up it would be greatly appreciated.

Kind Regards,

Mark < surname removed >

Resolved

$3,300

Closed account, confiscated withdrawal, zero explanations

I got an email from 21 dukes with 25 free spins, I play them regularly. This occasion I won, and after playing and winning more and playing more, I worked off the wager and had $2360 avalible to withdraw.

I then went thru the full verification process successfully and then made a withdraw of 2300. Played thru the other $60. After 5 days nearly to the hour, it was declined, and chatting with support I was told the only reason it didn't go through was because in order to withdraw money originating from free spins winnings, a deposit must have benn made to the account within the last 5 days. I was told that if I made a deposit it would then withdraw successfully. I proceeded to make a deposit through neosurf, was told that was acceptable. Once the deposit came into my account, i was instructed to make the withdraw "now". So again I made a $2300 withdraw. Few days later I get an email with the following..

"We hope this email finds you well.Please be informed that your withdrawal request has been approved today.The funds have been issued and should reach you within 24 hours and up to 15 business days, depending on the withdrawal method chosen.If you need any help meanwhile, please do not hesitate to contact us, we will gladly assist you.Regards,

21Dukes Support Team"

A few days later I get an email saying..

"We hope this email finds you well.After a complete review of your account activity, the Management Team has decided to bring our business relation to an end and to permanently close your 21Dukes account, in accordance with the following rule in our Terms and Conditions:‘2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.’Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.We wish you the best of luck in future endeavors.Regards,

21Dukes Support Team"

I cant log In to my account, I did not get the funds in my bank, they will not reply to my emails asking what happened and if I was going to get the money.

I have copies of the emails sent and received, and also have screenshots from the conversation I was having with support via chat. Hard evidence I was sure to do whatever I had to for the withdraw to go through, as instructed and informed by the casino.

Resolved

$100

Unable to log in due to maintenance

I deposited 100 dollars and got a 500% bonus and half way through playing it logged me out and when I tried to log back in it said the site was down due to maintenance, but it's been down for maintenance for nearly 2 weeks now. It's unfair how can a casino be down for maintenance for that long. I want my money

Rejected

I'm still waiting for my withdrawal to go through

Hello there I've done everything what you told me to do its taken me two months to get my withdrawal finally approved. I sent use my bank statement my voucher paperwork. After I finally got my withdrawal approved exactly one week later use closed my account. I don't know why I sent use all of my required id and everything will I still get my 270 Australian dollars. Please let me know, its been exactly 15 business days since my withdrawal was approved and still haven't got my funds approved can use please let me know what's going on. Thank you so much.

Resolved

$270