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21 Dukes Casino - Payment seriously delayed

Complaint Info
Disputed casino 21 Dukes Casino
Reason Delayed payment
Amount $ 4000
wick45 Victoria Message
Posted on September 18, 2018

Have been waiting from the 20/08/2018 when i had a win i have been trying to withdraw my winning since this date $4000 i have complied with all id requirement ask from me i sent 22 emails to date my account details have been approved banking details have been sent every week since that date 20/8/18 but still my winnings keep returning to my playing account on day off win which was $5000 i put back $1000 into casino fairs is fair .all i want is my winnings my deposit go out off my account instantly but winning no where to be seen.the casino have taken my deposits with out a problem which i do not have a problem with but i would like it in return when i have a win if i said to them i will give you my deposits in 4 weeks time and you wait for your monies just let me bet on credit until i pay you you think that would happen i think not i am hoping that this is resolved soon rather than later

Posted on September 19, 2018


Thank you for your patience while we investigated this.

Please note that your last payout request has been reviewed on the 18th of September and our Accounting team has requested that you provide us with the Credit Card Voucher for the credit card ending in 4809 in order for them to be able to fully review the payout.

For more information, please refer to our Banking page:

"Prior to approving any withdrawal request, we may request additional documents in order to prove the ownership of the cards used on the account and to confirm that the purchases were authorized by the card holder.
If we require additional verification, we may ask for the following:
• Credit/Debit Card Vouchers of all cards used in the past six (6) months;"

Please upload the document directly in your account or send it to securi­­ty­@21­duk­ and it will be reviewed as soon as possible.

Should you need any extra information, we are at your full disposal.

Kind regards,
The 21 Dukes Team

Posted on September 22, 2018

Dear @wick45,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on September 24, 2018


Please note that we have checked the account again and our Security team has not received the aforementioned document.
Please upload the document directly on your account or send it to securi­­­t­y­@­21­­duk­­ and it will be reviewed as soon as possible.

Should you need any extra information, we are at your full disposal.

Kind regards,
The 21 Dukes Team

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