Complaint #40
21 Dukes Casino
Account closed and 2,000 withdrawal set on hold due to mysterious 're-verification' process
I joined 21dukes Casino back in February of 2018 after four five deposits I ended up winning approximately $2,200 I made a withdrawal request and they asked for verification I gave them everything they asked for and eventually they did send the $2,000 but it took almost 6 weeks and a lot of calling and poking and prodding to get them to answer me after multiple deposits I ended up winning another $2,200 approximately and requested another withdrawal they decline that withdrawal for really absolutely no reason and great for me I continue to play with those monies and built my pot up to $8,000 I requested a withdrawal for $4,000 which is the maximum withdrawal at one time per week. The wire transfer to my bank account took probably two-and-a-half to three weeks to receive that payment. Once received, I waited the week before requesting my withdrawal. In that time I lost almost all of my winnings. From the $4000, I went all the way down to approx. $200. I finally started winning a bit and got myself back to about $2200-$2300 I requested a withdrawal for $2000 and this time around they sent me an email saying that I had to be re verified and that this selection process is random and I would have to once again have my verification redone. I resubmitted everything. I got an email saying that the random screening process was why my withdrawal request was denied April 24th but my April 27th request would be judged based on the findings. I received an email saying I was fully re verified and that my account would reflect that. While waiting for my withdrawal I deposited $300-$400 figuring I could cover any losses with my withdrawal. I was sent an email this morning saying my weekly cashback was available and that I earned $13 cashback. I live chatted with customer support to get my cashback which is a policy of theres. I also asked the status of my withdrawal and that it was pending since April 27th and even with the re verification process, my withdrawal should have arrived. $13 was put into my account around 11:30am. At 1pm when I got home from work my account was disabled. I have read so many horror stories about 21 dukes but although taking a long time to withdraw money, I had got what was owed.
Also, back on Saturday April 25th 2018, while playing on my favorite slot game, I was cheated out of a large winnings. I was betting the maximum for the game which was $12.50Cad. I had lost most of my winnings that day. Like I said earlier, I went from $4000 all the way down to $200. On my way back up, I was at about $2400 and was betting the max. I got 3 skulls and went to the bonus screen. I usually win between 600 and 2500 credits with the free spins. This time I hit big. I won 25000 credits. Each 25 cents equals 1x your winnings. I was supposed to have won $250 X 50 which is 12.50÷25. I was only paid $250x 1. They changed my bet from 12.50 per spin to 25cents. My entire log shows me betting $6.25 a d moving to $12.50. Betting 25 cents when you have over a $2000 bankroll makes no sense. I ran to my wife screaming bloody murder. After a bit of calming me down she let me know we had won a good amount and not to be greedy. I reluctantly let it go because they had honored there debts and I was very lucky. Now with this happening, I know this site is crooked. All I want is the $2000Cad owned so I can pay what I owe and move onto a more reputable online gaming site.
Please co text me as soon as you hear anything. I have all my emails saved
Also, back on Saturday April 25th 2018, while playing on my favorite slot game, I was cheated out of a large winnings. I was betting the maximum for the game which was $12.50Cad. I had lost most of my winnings that day. Like I said earlier, I went from $4000 all the way down to $200. On my way back up, I was at about $2400 and was betting the max. I got 3 skulls and went to the bonus screen. I usually win between 600 and 2500 credits with the free spins. This time I hit big. I won 25000 credits. Each 25 cents equals 1x your winnings. I was supposed to have won $250 X 50 which is 12.50÷25. I was only paid $250x 1. They changed my bet from 12.50 per spin to 25cents. My entire log shows me betting $6.25 a d moving to $12.50. Betting 25 cents when you have over a $2000 bankroll makes no sense. I ran to my wife screaming bloody murder. After a bit of calming me down she let me know we had won a good amount and not to be greedy. I reluctantly let it go because they had honored there debts and I was very lucky. Now with this happening, I know this site is crooked. All I want is the $2000Cad owned so I can pay what I owe and move onto a more reputable online gaming site.
Please co text me as soon as you hear anything. I have all my emails saved
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 Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 24 out of 26 complaints in this category have been resolved.
This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.
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