21Dukes Casino - Player’s funds have been lost.

Hi i withdrew 300 from free spins but I had deposited within the 5 days of withdrawing and when it went into my skrill account I only had 100 if use knew that max I can get is 100 then what happened to the $200 dollars I paid for why didn't it get credited back to my account but use took the lot and now I'm down 200 on my casino account and with my bank it quite stupid how use can take money just like that but when we want to withdraw it take ages to get and the paper work is uncalled for aswell use are the only one I know of that got Todo 3 verification I play casimo casino and they have my bank details you win u withdraw easy and wait

Dear Bobby,

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. Could you please advise if you have accumulated your winnings exclusively from Free Spins? Do I understand it correctly that you have been asked to deposit funds into your account to be able to withdraw your Free Spins winnings? How much was your deposit? Have you received any of your winnings?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi yes I did win through free spins my amount I withdrew was 300 waited a week and a bit then it bounced back to my account so I went to help center then they said you have to make a deposit so I was happy Todo $25 is what I deposit my bank account said use took $28.90 then when I went to withdraw a 2nd time it went through a week later but only 109 so how come I lost out on the 191 dollar I should have gotten that back right?if max I can get is 100 from free spins then use should have only taken the 100 and left the rest I'm not sure and haven't received the money yet

Thank you very much, Bobby, for your reply. I have checked bonus terms and conditions, and this is what I found: https://www.21dukes.com/en-CA/bonus-rules:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to C$100."

"In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account."

"Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding C$100 will be forfeited. The said amount, C$100, will be available for withdrawal."

Could you please confirm that you have received $109? Which payment method you have used to deposit and withdraw? Please understand that the remaining amount has been forfeited and won’t be returned to your account. If the maximum cash out is $100, then the rest of the funds is cancelled not put back into a player’s account. 

Hi I used Skrill to with draw and that was my 2nd deposit and it wasn't a sigh up as I have had this game for over 7 month close to a year but when I with drew through Skrill it was $99.50 so that what I withdrew and no I haven't received money yet it takes 5 days I put it through lastweek but it wasn't sign up free spin as I already had account use email me saying I had free spin

Could you please advise which exact bonus you have activated and played?

I got a email from use on 31 August I played 3 games and won around $450 plus and withdraw 300 John hunter,7 monkey,genie fortune idk why use want to know what game I played but there itis hope it help

Thank you very much, Bobby, for your reply. I have checked bonus terms and conditions for other than Sign-up Free Spins promotions, and this is what I found https://www.21dukes.com/en-CA/bonus-rules:

"You will receive emails/SMS regarding special bonuses, if you are eligible. Check your email account for offer details, as often these bonuses are only valid for a specific period. To ensure you receive special bonuses and offers, make sure you have your account set to receive emails and text messages from our casino. Only the recipient of such an email/text message is eligible for the specific bonus/offer in question."

"Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of C$25 cash."

"Free Bonus/Spins withdrawal limits

Maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum $100

(ii). Silver maximum $100"

Sadly, there is not much I 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. 

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Ok thanks for your help I appreciate it

After a closer examination, we ended up rejecting this complaint as unjustified.

Bobby, please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.