21Dukes Casino - Player has been accused of opening multiple accounts.

I'm Raymond A***

A few days ago, using your link, I registered at Casino 21 Dox and received their sign-up prize, and after completing the bet amount, I won $ 100. According to their terms and conditions, I first sent my documents to verify my account, and then after a few minutes my account was verified and then I made a deposit via Bitcoin. I also received a deposit bonus and played with it, and eventually requested a $ 120 withdrawal from Bitcoin.

So far in the story, I'm a good customer without mistakes

The next day, when I tried to log in, I came across this message:

The casino is temporarily unavailable for repairs

And this story went on for a day

I emailed them and told them I could not log in. The next day they replied:

We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable.

When I asked them for more explanation, they replied:

To clarify, please refer to this excerpt from our Terms and Conditions to which you have agreed upon:

"2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that 21duckes Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, 21dukes Casino may block regular or tournament play and/or prize distribution.

2.1.13. You are only allowed to have one Account per household, per address, per computer and per IP address. If more than one person in Your household has an Account You risk any winnings being void and being banned from the Casino"

And a few important questions: If I had another account, why did their system not prevent me from registering? Why did they give me a sign up bonus? Why was I allowed to play? Why was my account approved? Why was my deposit accepted? Why did they give me a deposit bonus? And why did I have another account only at the time of withdrawal ???

I declare that if I have another account in this casino, I will allow the casino to publish the information of that account so that everyone can see it, and if it does not do so for any reason and excuse, it will be proven to everyone that I am right. And the casino has to pay for my win

Dear Raymond,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To shortly answer your questions - opening more than one account is against the T&Cs of most online casinos, and duplicate accounts are generally closed after being discovered. Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal.

Do I understand correctly that you are not aware of having more than one account? Is there any chance, that someone from your household (or using the same IP) has created an account at this casino too?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi kristina

Thank you for your help in resolving this case

I have been playing in online casinos for about a year and that is why I know the terms and conditions of the casinos.

I choose the casinos from your site based on the rating you have given them, and to date I have tried to respect and abide by the terms and conditions of each casino I have played in, and I know that if the casino bonus Be very interesting and If I want to have two accounts in that casino, I have to change my IP for the second account, but fortunately that has not happened yet. I also asked family members and they said they do not have an account at this casino

I know that casinos usually do not change their minds about this and do not accept that their system has made a mistake in detecting IP, but according to my research, they may make a mistake and recognize the IP of a VPN similar to my IP.

Anyway, I want to hear the casino answer, and as I said before, I allow the casino to release the account information they claim is mine.

Thank you

Thank you very much Raymond for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Raymond,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if we can help.

Dear 21Dukes Casino,

Could you please comment on Raymond's complaint and provide evidence to prove your claims? Feel free to forward the information to my e-mail andrej.p@casino.guru (or you can post it here).

Hello,

We hope this message finds you well!

Kindly note that the account in questions was found in the system to have a matching parameter with a second account. However, while this is a breach of our Terms and Conditions, we agree that just one parameter is not sufficient to warrant a link. In this case, we would kindly ask you to provide us with a picture of the you holding the ID in you hand, so that we may reinstate the account.

Kind regards,

21 Dukes

Thank you, 21Dukes Casino, for your consideration.

Dear Raymond,

I’d like to kindly ask you to follow the casino’s instructions and let us know once there’s been any news regarding the issue.

Hello

I tried to upload the photo here but it will not upload

Please tell me what to do?

Dear Raymond,

Have you tried using another browser or alternatively deleting cookies in your current browser?

If you are still having issues uploading the picture, you can send it to my e-mail andrej.p@casino.guru. I can upload it for you.

However, if you are trying to upload the photo the 21Dukes Casino representative requested you to provide, you can also send it to support@21dukes.com.

Hello

I sent the photo to 21 Dukes Casino

thank you

Thank you, Raymond, for your cooperation.

Dear 21Dukes Casino,

Please give us an update once the provided photo has been reviewed.

Hello,

I sent the photo to the casino and the casino reply was the same email they sent me the first day :

Hello,

Thank you for contacting us.

We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable.

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Thank you, Raymond, for informing us.

Dear 21Dukes Casino,

Could you please give us an update on this matter and explain why Raymond received the reply he did? We are extending the timer by 7 days. Kindly note that in case there's no reply by the time the timer expires, we will close the complaint as 'unresolved'.

Dear Raymond,

Please be informed that we have discussed your case with the casino representative who informed us that the photo you provided did not pass the security requirements as there are clear indications of photo manipulation.

Could you please forward the photo you sent to the casino to my e-mail? My e-mail address is andrej.p@casino.guru.

Hello

I sent the photo to you.

I don't understand them.

What are the symptoms of manipulation in the photo?

I wrote in the picture of the Casino name on paper for them

They should know that my photo is not Salafi. Because the Salafi photo is different with the picture that someone else is taking from me

I also say that they do not want to pay me and I send any photos for them. They do not accept

Dear Raymond,

Thank you for providing the requested information via e-mail. Unfortunately, after a thorough review of the photograph, we are rejecting this case as ‘unjustified’. There is no reason to doubt that the provided photo has been manipulated. We consider the decision of 21Dukes Casino to be justified in this case. I'm sorry we can't be of more help.

Due to the reason mentioned above and since the player did not respond, we will now close this case as ‘rejected’.