Not respecting the rules of its own bonus terms and conditions

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.

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.

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.

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.

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.

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 >

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.

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