21Dukes Casino - Player’s withdrawal has been delayed for over a month.

I requested 22.03.21, they sent me a sheet to sign and asked for documents, I sent everything, I received the confirmation that the verification has been completed and that I have to wait 5 working days for payment, after 5 days I opened a chat and complained payment, they told me that they have to check everything again and that it takes another 15 days, today those too have passed, I opened chat and they told me that they are doing further checks and that .agari it takes up to 2 years to do it, not normal

Dear Blaz,

Thank you very much for submitting your complaint. 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.

It’s quite usual for this process to take a couple of working days to be fully completed however, one month is really unusually long time.

Have you been advised what specifically seems to be a problem in verifying your account? Do I understand correctly that you’ve accumulated your winnings purely from a No Deposit/Free bonus?

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

Thanks for the answer, the story was done with the deposit, they sent me to compile a sheet of theirs with the data and sign it, I did it together with all the documents and I received ok that all the documents have been verified and that I receive payment between maximum 15 days, I complained on Friday 23 and they told me that a further check is underway, a recheck and that they notify me when it will be ready, it seems a little normal, good day

Thank you very much, Blaz, 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 Blaz!

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 help us resolving the issue.

Hello,

We hope this message finds you well!

Kindly note that your withdrawal request has been approved on the 27th of April, and should already be reflected in your account. When a withdrawal is approved, our Accounting department confirms this via email, and the message mentions that it may take between 24 hours and 15 business days for the payment to reach you. However, the time frame largely depends on the selected withdrawal method, which in your case is an online wallet, with a maximum time frame of 24 hours.

Please let us know if you have received the funds, as on our end the payment appears as successful.

Kind regards,

21 Dukes

Thanks and good evening, you are good

Hello Blaz!

I would like to ask you to confirm here when you receive the funds.

Hi Martin, the money has finally arrived, have a nice day

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.

Thankseeee