21Dukes Casino - Player’s bonus winnings have been voided.

Hello,

I was playing 21 dukes for several days when I hit a bonus round and had to wager 35x before remaining bonus could convert to cash. When it did and I finished my bonus I proceeded to withdrawal. Verified my account, and paid the wire transfer. After 6 days I requested to know what was happening as it said it should be recieved no later than 5 days. Then they came back saying the highest I could bet on free spins was 5.00 so that my withdrawal was declined and all money then forfeited. I checked the rules and it states under the free game rules mon bet 0.25 and maximum 12.50 so I never exceeded. I have another friend also waiting for there withdrawal, but I’ve told them to mention nothing to see how long it takes for them to respond. With either the withdrawal or the decline and it’s now 8 days and nothing. They have to be a scam. Very rude when trying to get help too. They give no info!

Dear Mitchell,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.21dukes.com/en-CA/bonus-rules:

„ Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is C$5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear Mitchell,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.