21Dukes Casino - Player’s account has been blocked.

my account has been disabled . i deposited on that account on 4.11.22.

and submit for account verification after account not opening

Dear jrajay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or your account was blocked right after depositing? Have you been asked to provide any documents for verification?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

4.11.22 i deposited 6.30 dollars. and after i played that it will be 0.70 dollars earned . and alredy before i had played free spin and wagered that already to 100 dollars .total 107 dollars. and 4.11.22 i send my details or verification. after my account was disabled without information

pls help me to reopen my account sir.

they are not reply to my emails . no help from that 21dukes support team

Could you please confirm the disputed amount and currency?

bonus from free spins 100 usd and i deposited 6.3 dollars after i played that earned 0.70 usd

total : 107 usd

i played and wagered that free spins or withdrawl.that 100usd was withdrawable

You have received Free Spins and accumulated $100 from them, correct?

Later, you deposited $6,30 and earned another $0,70 which makes $7 in total

Did I understand correctly?

Have you redeemed any free promotional offers from this casino in the past?

yes u understand correctly and i does not redeemed no offers

Thank you very much, jrajay, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

pls try to help get that money

Hello jrajay,

I will assist you with the complaint from now on. I will contact the casino and ask for their help and explanation.

21Dukes Casino,

Could you explain why jrajay's account was blocked and the balance on his account withheld?

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 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 21Dukes has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, 21Dukes may block regular or tournament play and/or prize distribution.

Kind regards,

21 Dukes

Hello jrjay,

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, detailed evidence of multiple accounts linked with personal information of accounts created closely together one after another. Also at least two of these connected accounts benefited from bonuses.

Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

I wish I could have been of more help.