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21 Dukes Casino - I'm locked out

Complaint Info
Disputed casino 21 Dukes Casino
Reason Account closure
Inactive user
Posted on May 16, 2014

On Wednesday January 9, 2013, I deposited with my VISA card for the first time, $40.00 into 21 Dukes online casino.

As a first time depositor I received a 500% bonus on my $40 deposit receiving $239.95 + a 100% deposit insurance chip.

The wagering requirements were 25x deposit and bonus with no max cashout. In this case I must wager 239.95 x 25 = $5,998.75, anything over and above that rolls over into real money.

I played the casino 6 to 8 hours wagering over $47,000.00. After contacting live support the final real money that I was eligible for withdrawl was $4,001.45.

Live support congradulated me, told me to go get a beer and celebrate. Also they sent me the link for the withdrawl process were I printed, filled out, scanned, and emailed to [email protected] and [email protected]

After receiving confirmation from 21 Dukes they received and filed all my documents, I requested a withdrawl of $4,000.00. 21 Dukes maximum withdrawl is $5,000.00 per request.

The next day I proceeded to log into my other Top Game Casino accounts i.e. Winward casino, Loco Jungle casino, 7 Reels casino, 7 Spins casino etc... and discovered I had been locked out of all my casino accounts at these different casinos. (Please note, I do not have multiple accounts at each of these casinos, I have one individual account at each casino, which is not against any rules).

I contacted live support, I emailed, I telephoned, 21 Dukes casino. They stated my withdrawl request of $4,000.00 was pending, and they could not give me a reason at that time why I was locked out of all their casinos.

On Thursday January 10, 2013, I wrote and sent this email:

Dear Security @ 21 Dukes Casino,

Could you please tell me why I have been locked out of all Top Game casinos other than yours? I won last night with 21 Dukes for the first time, provided all my documentation to security, and today when I went to log into my other Top Game accounts I was locked out. I cant enter Winward casino, 7 Spins casino, Thebes casino etc.. All top game casinos, other than 21 Dukes.

My accounts at these different casinos were created by me, complying with all the casino rules. I have not violated one condition of any rule the casinos gave. I do not have multiple accounts, I do not redeem double chips or bonuses consecutively, etc. I have two different user names ago123 and Maintenance to distinguish different casinos, all other information is compliant, true and correct.

Please advise.

Thank you,

On Friday January 11, 2012, I received this email from 21 Dukes:

Dear < name removed >,

We would like to inform you that after reviewing your account and based upon findings along with the violation of our house rules, we had no choice but to disable your profile and refund your initial purchase.

Bear in mind that it may take up to 7 business days for the funds to be returned to your bank account due to the financial institutions involved in the process.

Furthermore, we would like to point out that this event has no connection with your gaming activity, logins or your winnings but rather due to the conflict between your account and our house-rules.

We hope you will come to understand our decision in this matter and we wish you best of luck in your future endeavors.

We hope this response has adequately answered your questions. If not, please do not send another email; simply click reply on the auto reply-email you received from us and enter your comment.

At your service,

Security Department

Toll free: 1-888-258-7872

Fax number: 1-703-991-8879

On Friday January 11, 2013, I was < foul language > to the extreme, wrote and sent this email:

This is < foul language > . I will be contacting an attorney. I violated no rules. You show me the rule in writing which I violated. I will also be contacting the Better Business Bureau. I won that money fair and square. I will also be filing complaints all over the Internet about what happened and to all affiliates of 21 Dukes. You mislead me. You violated me regardless of returning my money to my credit card. You are an abusive casino. I believe 21 Dukes does not have that kind of money for payouts also. I believe this is a bullshit story you blow up peoples < foul language > if they win big, then you discover you cant pay when a consumer wins big. You just committed fraud against me..See you in COURT 21 Dukes. I did nothing wrong. If you think this will go away or if you think I will eventually go away, you thought wrong. You violated me so bad. Pay me my $4,000.00 or this will drag on forever. It is mine, I won it fair and square. I guarantee you have not heard the last of this. Pay me what I am owed $4,000.00!!!

No other responses from 21 Dukes.

I know this language was unprofessional, but that is how I feel and I reacted.

I violated nothing, followed all the rules. I'm sure they will dream up some reasoning, because I still have no reason why I should not be paid.

I am requesting justice.

Beware of 21 dukes online casino everyone and all their other casino sights.

Posted on January 17, 2013

Dear AskGamblers

Thank you for bringing this complain to our attention.

Ago123 has recently joined 21dukes casino and indeed registered his first deposit on January 9th 2013. However, as stated on our terms and conditions each player agrees to a full security check that may take over 24 hours following a deposit. Unfortunately the results showed a clear Fraud evidence of Identity theft.

Following the fraud evidence we had no other alternative but to close and refund the single purchase made to his account and to permanently close his account.

Furthermore, all his accounts on the entire network of sites were permanently disabled, none had any further deposits.


21Dukes Casino

Inactive user
Posted on January 26, 2013

 Dear AskGamblers,

Please amend this to my casino complaint. Thank you: I believe 21 Dukes Casino had called on the telephone and left a message for me. I did not hear the message clear. Could you call back please, and if Im working, please leave a message? I am willing to negotiate a solution to the situation about my winnings before retaining legal representation. I satisfied everything and did not violate any rules, policies, procedures. I won that $4,000.00 fair and square. I am entitled to my $4,000.00 winnings. Please send me my winnings / deposit via e-check.

Thank you,

Dear < name removed >,

We hope this email finds you well.

We would like to take a moment of your time and asses the recent events pertaining your 21 Dukes Casino account.

We would like to inform you that your recent payout request was declined as all players that have been registered on the website less than 6 months will need to have processed at least 3 successful deposits prior to requesting a withdrawal.

Furthermore, according to our Terms and Conditions, 21Dukes reserves the right to immediately close a player's account, forfeit the winnings and refund the original deposit if you have placed a chargeback with any of our funding options.

As the aforementioned issues have arisen in you profile, we had no choice but to take immediate action.

With this in mind, we hope to have achieved a clear resolution of the past happenings and decisions regarding your account.

We wish you best of luck in your future endeavors.

We hope this response has adequately answered your questions. If not, please do not send another email; simply click reply on the auto reply-email you received from us and enter your comment.

At your service,

Security Department

Toll free: 1-888-258-7872

Fax number: 1-703-991-8879

I did not respond back to 21 Dukes but this is my comment:

I never heard of such a thing. I deposited money from my credit card for the first time giving it to 21 Dukes Casino for a service. In this case the service was to gamble. With that deposit I won $4,000.00, fair and square. Now they are telling me I can't collect my winnings because my account is less than 6 months old and I failed to make 3 deposits, AND something about a chargeback? What kind of shit is that? Theft by deception (fraud).

Can someone please help me out here? I will compensate you upon recovery.

Thank you,

Posted on January 28, 2013

Dear AskGamblers,

We would like to make it clear that we did not contact ago123 by any means following his account closure, nor we are interested in any kind of settlement with a fraudulent account.

Furthermore, the email ago123 received from our Security and Fraud department was sent to him on January 15th 2013 as a reply to one of his emails where he was notified for the second time that his account on 21Dukes Casino was permanently close. We tend not to give detailed information to fraudulent accounts in order to avoid educating them on their errors; thus, the info on the email is quite general.

AskGamblers, we have nothing further to add on this complaint, its a clear fraudulent account and he is not welcome on our entire network of sites.


21Dukes Casino

Inactive user
Posted on January 28, 2013

I am appealing the decision of 21 Dukes Casino. They are claiming upon a security check they detected fraud via identity theft. What!? My driver's license, credit cards, all documents I sent them say who I really am. I can even send them my birth certificate, and anything else they want for proof. My identity was not concealed, stolen, abused, anything of that nature. If anyone is committing fraud its 21 Dukes Casino. Theft by deception. I want them arrested. They owe me $4,000.00 I won legally. Only thing that's saving them, they are located in Costa Rica. Watch it USA, 21 Dukes Casino is exploiting Americans.

Inactive user
Posted on January 28, 2013

In addition, 21 Dukes states in their last reply above, "We would like to make it clear that we did not contact ago123 by any means following his account closure, nor we are interested in any kind of settlement with a fraudulent account." That statement is a lie. I had 2 phone calls and several emails from 21 Dukes Security and Support concerning my accounts closure. Have proof of that. Those contacts didn't matter anyway, it was just other lies and bullshit stories, 21 Dukes try to tell, and get Americans to believe.

Posted on February 1, 2013

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf 21 Dukes Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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