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

I deposited $ with a bonus match (as I had done before). I won and lost and then hit something big...account was up to $ 6,000 CDN I know that there is a MAX of $4,000 withdrawal (I had done a withdrawal previously of this same amount and it took weeks - they kept asking me for supporting documents that someone on chat already told me all was fine) . In conversation with chats, i knew i had to play down the bonus to be eligible to withdraw funds. Chat people told me this previously so I knew this was the case. Once $ amount withdrawable (i had $ 5,500 or $6K) but withdrew $ 4k. It was rejected the FIRST time because they said the other withdrawal noted above was pending. Chat person told me to try again once that initial $4k was settled. So i did that on Jan 05/20. Then today i get a NEW reason why the rejected the withdrawal AND made my winnings null and void... saying that I bet over $ 5 during bonus rounds. No one told me this ever nor was this the original reason for the decline. I was suspecting that they would delay further and wondered what their NEXT excuse would be. And here we have it. I talked to chat person and they said it is in the terms and conditions ....aka small print. Somehow though that 'reason' was not valid previously. This site is a SHAM. Withdrawals are so difficult. They take $$ ok but make it tough as heck to get money out. I dont want anyone else using this site. CROOKED 

Dear Anna,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked the bonus terms and conditions on the website and this is what I found in "Additional Terms and Conditions (Applicable to All Bonuses)": "Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is $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.

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. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Petronela

Dear Anna,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

hi there, thanks for your response. and yes, this was my main point. I DID ask the chat girl ....how do the bonuses work and all she told me was that you had to 'play down' the bonus amount until any monies would be available to me for withdrawal. She/he did NOT mention about the max bet rule. If I ask, how do the bonuses work, this would not be something they would tell me? Not right.. the odds are so against you they shouldnt do that.   and yes, re/ your comment - You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.  That should automatically happen. thanks, Anna 

Dear Anna,

I truly understand your frustration. Please, if you have a transcript from the live chat conversation where you have asked about the bonus terms and conditions, forward it to me (petronela.k@casino.guru). If there is anything, I could use to support your case, I will do my best. Thank you in advance.

hi there, unfortunately, I cannot see where to find my old chats. I have since asked the question again and asked about 'limits' when betting on bonus and they told me about the $ 5 this time. When I asked originally they did not bring it up at all and told me that i did not SPECIFICALLY ask about any limit so it was 'presumed' i knew of it. Not very good but I dont see any way that I will win this case, sadly. thank you for your efforts though. Anna 

Dear Anna,

Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon.

@21 Dukes Casino, please could you shed some light on this case? Thank you in advance for your reply. 

thanks so much! Anna

Hello, 

We hope this message finds you well. 

After having reviewed all the conversations between the member and the Live Chat team we can confirm that while the player did ask what the wagering requirement is and what documents need to be sent to verify the account, there were no questions regarding the Bonus Rules of the site that went unanswered and there were never any questions about a maximum bet limit. 

While we understand how upsetting the situation might be, we would like to remind you that all Bonus Rules are detailed to great extent on the website, on the Bonus Rules page. Our system shows that the account is over 8 months old and not at the first withdrawal request, however should any questions arise we have a 24/7 Live Chat team available that can clarify any matter. 

Since the member already had an approved withdrawal with us, we are confident that many more will follow and we are at their full disposal should any further information regarding the account, withdrawals or rules of the website be necessary. 

Regards,

21 Dukes Casino

Dear Anna,

Please see the casino’s answer above. Sadly, there is not much I can do, to support your case at this time. As I mentioned before, I’d recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. I am sorry I couldn’t help you more with this case. Please do not hesitate to contact me if there is anything else, that would support your case, otherwise I will be forced to reject this complaint. Thank you very much for your understanding.

Did you notice that they said ‘no questions about bonuses that went unanswered... ie/if you don’t ask the specific question they don’t tell you. Anyways thanks for trying . I will remove myself from this site and never use it or any other online gaming site again... which in the end, is probably a good thing. Thanks again for trying to help. I appreciate it. Have a good day . Anna 

Dear Anna,

Thank you very much for your understanding. I realize how frustrating it must have been for you, but unfortunately there is nothing else I could do for you in this case. I will close the complaint now as "rejected". I wish you all the best and please don’t hesitate to contact us, if you’ll change your mind, regarding any issues with this or any other casino in the future.