21Dukes Casino - Player’s withdrawal has been delayed.

Joined and won 2000, after nominated time was able to withdraw no problems. Within a short time won another 2000, applied on 27th May, was told verification had declined as they did checks randomly....waited extra 5 days, reapplied on 4th June told it had been declined again due to verification. I keep getting the same delaying email saying its been declined and money has not been returned to my account at this time, even though I have been paid once with no problem, they have all necessary paperwork. I believe they are waiting for me to keep putting more and more money into the casino before paying me.

Dear Leonie,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. I have checked general terms and conditions, and this is what I found https://www.21dukes.com/en-FI/terms:

"21Dukes reserve the right to choose Accounts with pending payouts randomly for an additional verification process. The process includes but is not limited to: a review and authentication of the paperwork provided by the User; verification that Account information matches the documents on file; and a thorough review of the Game sessions. This procedure can be performed up to twice per year and depends significantly on the security level set by 21Dukes’s Risk and Security Department."

Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. I will set the timer for 7 days and if you don’t receive any update by then, please, let us know and we will try to help you. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thankyou. I did realize they had the right but was confused that I originally applied on the 27th, and 14 days have past since that time, but I do thank you, and will wait for anything further.

Dear Leonie,

Thank you very much for your quick reply. Please keep me informed. I will set the timer for 7 days and wait for your update patiently.

Good morning, good news, my withdrawal was approved today....thanks for your help. Cheers

Great news Leonie. I will keep this complaint opened until your confirmation about a successful withdrawal. Please let me know when you’ll receive your winnings. Thank you in advance.

Cheers, will do

Good morning, my withdrawal was paid into my bank account today thank goodness. Considering I first applied for it on the 27th, and it was delayed so I had to re apply on the 4th it's been a long time coming....cheers

Thank you very much for the update, Leonie. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint? Thank you in advance for your reply.

Yes thankyou so much, you can close the complaint.

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Leonie for your confirmation and please 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.