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

Created an account. Made a $100 deposit. Spent an hr or 2 exploring the casino seeing what games were on offer and playing a bit of slots, then logged out. Tried logging back in again after taking a short break but was not able to. Only had the account for about 2-3hrs in total before it was perminantly closed. Emailed support, they forwarded my query to the securities team, who then advised me my account was closed due to inconsistencies, and there's not much I can do about it. I sent a reply asking what the inconsistencies are, and for them to elaborate. I was told it was because I had multiple accounts to which I emphatically deny. This was the first and only account I ever had with 21 dukes. I asked for something to be provided showing the supposed multiple accounts because I know for a fact, I only ever created the one. Never seen their website before. Wasn't aware of their existence prior. I also don't see the point in having multiple accounts if it breaches the T&C making it impossible to withdraw winnings from deposits. I doubt much can be done at this point with how much time has elapsed, but at least the complaint consolation is adding negatives against the casinos reputation and overall score.

Apologises for the late post, found Casino Guru today while searching for other online casinos.

Dear Khanh1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible but can't promise anything since the entire incident occurred 18 months ago. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela

Within my household I'm the only person who engages in online gambling, or any other forms of gambling, of this I am certain. In terms of what winnings I had accumulated, it would include a deposit bonus, unfortunately I can't remember which bonus in particular I chose at the time of my deposit. I'd also should clarify that I am not certain what my balance was when the account was closed but I think it was between 150 to 250. Also my deposit was between 50 - 100. I'm so sorry I couldn't be more accurate with the figures, it was so long ago. I do apologise for this. Thank you for your help, it's much appreciated.

A minor edit. I do have accounts with several other online Casinos, and I believe some Casinos coporations have multiple Casinos names and brand under the one umbrella which may or may not have systems that are linked so could this possible be a reason. Just a thought. If you need me to provide the names of the other casinos I hold an account with just let me know.

Cheers Khanh

Thank you very much, Khanh1, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Please bear in mind that since this incident occurred more than a year ago we will try to contact the casino but do not guarantee any positive outcome.

Hello Khanh1,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,