21Dukes Casino - Player’s struggling to complete the account verification.

I use Joker pre paid cards as Canada will not let me use my regular visa

im told that the cards used are not prepaid and they cannot verify my account.

I have sent in a copy of my regular card as well as a copy of the Joker card I used.

I have contacted them at least 20 times to no avail.

All I want is to sort out the verification so I can withdrawal.

I have never been rude in my emails but now they will not get back to me..

wheee do I turn?

can you help?

Dear Deborah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Good morning,

yes that is the only issue thus far..

i sent another card in and thus far it has not been rejected.

if this is the case and I will know in a day or 2, the issue seems resolved.

fingers crossed

Thank you

Debbie

Exactly, fingers crossed. Please keep me informed. Thank you in advance.

Well it seems it bounced out yet again this morning.

Put funds back in my account, as I played yesterday with another Joker card I will use this one and try to withdraw again.

tried calling but don’t get an answer, not sure where to go next.

Im feeling lost

I would strongly recommend not to deposit any more funds until the issue is sorted. Have you tried proposing another payment method (other than Joker cards) to deposit funds into your account and withdraw your winnings? Thank you.

Good morning,

I received this email this morning.

I hope it is the end of it.

thank you for everything, contacting you I felt less alone with this problem..

Hello,

Thank you for contacting us.

Please note that there is no need for any card anymore.

You should be able to withdraw your winnings.

Regards, 

That sounds very promising. However, I will leave this complaint active until your further confirmation regarding a successful withdrawal. Please keep me updated.

Hello Deb1234,

Have there been any developments since our last conversation?

Thus far all is ok and my withdrawal is said to be on the way...

They said 2 weeks and it was released on the 15th so hope it works out.

I will let you know as soon as I do..

thank you for all you do..

Perfect 🙂 I will be waiting for your confirmation regarding successful withdrawal patiently.

Hello Deb1234,

Have there been any developments since our last conversation?

Good morning,

I still have not received a deposit in my account. I used the wire transfer which was approved on the 18th of May.

I have just sent an email to support 2 days ago and no reply, so today I sent an email to security to see when I should expect it..

Thank you very much, Deb1234, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Deb1234!

From now on, I will take care of your complaint. I would like to invite 21Dukes Casino's representatives to join this conversation in order to provide us with an explanation of the withdrawal situation.

Thank you, I did get a message asking me to send bank statement to them from t

May 18 onward yesterday which I did. Said I would hear back in 48 hours.

Good morning

I sent another email asking for an update, as they said I would receive a reply in 48 hours. As 4 days have now passed with no reply, I thought I would touch base to see what is happening.

Not sure what to do now?

Good morning

I just spoke to my bank and they only sent me one swift number instead of 2 which is needed for a wire transfer.

I have sent all this information to 21dukes and hope it will soon be resolved.

I will leave this open until it gets sorted however, if it is my bank error I want to apologize to 21 Dukes..

Hello,

We hope this message finds you well!

We are currently investigating why the payment has been delayed. Our Accounting department will also keep in in touch with you via email to provide with you any updates that we may have regarding your payment.

Kind regards,

21 Dukes

Dear representatives of 21Dukes Casino,

Please, keep us informed on the outcome of your investigation.

Good afternoon,

I’m happy to say that money was deposited to my account today.

Also my bank has a double swift code, so this was the fault of mine and my bank, not 21 Dukes.

thank you for the help resolving this issue..

Hello Deb1234!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.