21Dukes Casino - Player's withdrawals are being rejected.

Hi. I made a withdrawel on the 10th of Aug. Got cancelled on the 17th. They said they wanted a photo of me holding my id. Something i have done prev. But o.k. so i did that. I had to make another deposit before i could request the same withdrawel! I did that. Requested withdrawel AGAIN ON THE 17TH. Waited my 5 working days (ended up taking them another 6 working days) just to cancel my withdrawel AGAIN. all my documents according to them were up to date. I can not make another deposit just to put the same withdrawel requist in. What is the use of winning if they keep forsing me to deposit, at the end it... its costing me more that my withdrawel amount. How can this be o.k?

Dear veronikab,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the casino regarding this situation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Have you made any successful withdrawals before? Yes

Have you accumulated your winnings with or without an active bonus? With free spins granted after deposit was made.

Have you received any explanation from the casino regarding this situation? Yes. Every time they cancel my withdrawel its something else. First they wanted a photo of me holding my id. Even though i have send it before. Then i had to deposit 350 again before i could make the same withdrawel and wait another week for approval. Then they cancelled it again because of a bitcoin screen issue that makes no sense at all. Now they want me to deposit again and wait another week just so they can cancel again

Hi. This morning i decided to deposit in the casino again, just to make sure The casino will give my prev withdrawel... (as the rule states a deposit needs to be made before withdrawel will be approved. ) but just now they have cancelled my pending withdrawel, and its completely gone.

Thank you for your reply, veronikab. Do I understand correctly that funds from the pending withdrawal have not been returned to your casino account? Have you tried contacting the casino regarding this issue?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes. They did email me back. Will forward it to you now. They said i abused free spins. But i only deposit in that casino (past 3 years) because with a deposit of R350 zar you get gifts for 6 days there after, with spins or cash prizes that needs to be wagered first. So i might have (over 3years depositted more than R50 000 zar. Yet i only withdrew about 3 times over the 3 years. Not exactly sure when my last withdrawel was made, but i think it was january, as the option to check the dates, does not show on my account so i cant see past deposits or withdrawels for more than 2 months ago. But the total withdrawels i think was about R4200 zar as to my deposits of way way more. I never abused free spins in any way. And only made deposits there because of the free gifts, because then atleast if you loose your R350 and win in free spins (that almost never happened because the wagering was too high); then atleast you get something back after many many more losses. So i do not understand their reason why i can not get my R1400 yet they made and let me make 3 deposits of R350 over the past 3 weeks, just so that i can get my winnings... and then for them to cancel it and dont even give my deposits back? I dont understand

veronikab, could you please forward me (or post here) a screenshot of your recent bonus history?

Good day. The only bonus i got was when you recharge your account with with R350 or more, you get 6 days of free gifts. That is a chest you can open every day for 6 days after recharge. They give you between 10 free spins, 25 free spins, R70 to R280. But everyone who puts funds in their casino account gets it. It needs to be wagered and there after max withdrawel is R1400. I can send you the page what it looks like.

If you want i can send you my password and log in details as i am done with that casino. Maybe you can see more from there?

I would like to emphasize that you should always be the only person who has access to your account. Please, never share your login details with anyone.

Thank you very much veronikab for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you very much

Hello veronikab,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 21Dukes Casino to join the conversation and participate in the resolution of this complaint.

Dear 21Dukes Casino,

Can you please clarify the reason for the cancellation of the player's winnings?

Kind regards,

Adam

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account.

Examples of bonus or promotion abuse, but are not limited to:

- claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

The account in question has 51 deposit and 447 bonuses, thus exceeding the 3:1 ratio. It is important to mention that we do not add bonuses proactively to the account, the player has to perform an action to claim the bonus (e.g. click to claim the mailer bonus, actively participate in a Race or promo to win the prize, etc.).

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

21 Dukes

Hello 21Dukes Casino,

Thank you for your response and explanation. Could you please provide supporting evidence of the above to my e-mail, adam.m@casino.guru, for us to review?

Kind regards,

Adam

Good day. Thank you for your help thus far. I have made alot of deposits to get the free bonus (each deposit grands you 6days /7 chests to open over the course of your 6 days. I have not withdraw any winnings in maybe a year or more(not sure) yet i have made alot of deposits thru out my 3years with them. If i was in breach why did the keep telling me to deposit everytime they cancelled my last withdrawel? Why was i never informed of such rule? Why didnt they tell me i was in breach and safe me my last 4 deposits. If i can not get my bonus money i want them to pay me my last 4 deposits back. Kind regards

Hello veronikab,

I have received supporting evidence from the casino and I am currently awaiting more information. I will extend the timer and update you here shortly.

Kind regards,

Adam

Thank you

Hello veronikab,

This case is still being discussed with the casino, so I will extend the timer once more and provide an update here when we have reached a conclusion.

Kind regards,

Adam

Thank you.

Hello all.

I would like to summarize this case according to the information received.

The casino has provided evidence that the player has claimed many free bonuses since they signed up at the casino in 2020. While this amount is in breach of the aforementioned rule, we strongly believe that this situation may have been avoided if the rule could have been enforced by the software.

The term mentioned is not present in the bonus terms and conditions, but can only be found in the general terms and conditions. While the player does agree to these terms upon registration, it is understandable that it could have been missed.

Additionally, the player states that they have been asked to make multiple deposits in order to make a withdrawal, and these deposits have also been confiscated.

For these reasons, we would like to ask the casino if they might reconsider their position regarding payment to the player.

Kind regards,

Adam

Hello,

We hope this message finds you well!

We would like to thank you for the feedback in regards to the Terms and Conditions item. We will consider adding it to the Bonus Rules page as well for greater visibility. However, we strongly believe that the Terms and Conditions are paramount to any user-service relationship as they establish the basis of the interaction. All our users are bound by the same terms, terms which are publicly available even prior to registration, and the reading and acceptance of the rules are mandatory when signing up for the service.

In regards to the deposits, they have been played, no deposited funds have been confiscated. The only removal of funds that occurred on the account was of the winnings sourced in a free bonus upon discovery of the term breach. The withdrawal requests have not been declined for not having a deposit on account.

It is important to mention that we do not proactively add bonuses to any account, all of our bonuses are on claim. While we do have software limitations in place, they can be circumvented as technical capacities are always limited.

Considering the elements presented, in addition to the proof provided, we believe that the account is in breach of the Terms and Conditions agreed upon, and the enforcement of the consequences of said breach is valid in this circumstance.

Should you require any additional information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

21Dukes

Dear 21Dukes Casino,

Thank you for your response and for clarifying the situation regarding the deposits.

You stated that the only confiscation of funds was that of winnings obtained from free bonuses, but the player stated that they had to make a deposit in order to receive the bonuses. Could I ask if this is correct?

Kind regards,

Adam

We would like to ask 21 Dukes Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Thank you for the help thus far. I know i wont be getting anything back. They stole from me. I have made peace with their ways of doing business. Wont see me again and even though only a hand full of my friends play at 21 dukes, they will know 21 Dukes is a Fraudulent Casino. This way they will not be getting deposits from me or my friends and will end up losing way more than what they stole from me. I made my peace. I am with King Billy Casino now. Your good rating of them is true. THANK YOU! Wish i could say the same for 21dukes. But unfortunately i can not. Thank you again for all your help. Have a great day.

Dear veronikab,

After a careful review of the information provided, I would like to give the casino one more opportunity to respond.

While we agree with the casino that it is a breach of the terms for multiple free bonuses to have been claimed consecutively (even though the rule is not displayed very prominently), it is still unclear if this bonus can be considered free if a deposit is needed to access it.

I would like to ask the casino if they can clarify the nature of this bonus. If it is indeed a deposit bonus, or could be construed as such, it might not be fair to confiscate the winnings based on a rule regarding free bonuses.

Kind regards,

Adam

Yes. Like i said in the beginning of my complaint, It was a bonus that is only given when making a deposit. Im over 21 Dukes. I know they will not give any of my money back! But for your ratings sake of 21 Dukes, by all means, wait for their reply. If they reply. Crooks. Have a great day.

Dear all,

It seems that the bonuses received most recently and therefore caused the breach of terms required a deposit in order to be able to claim them. We would not consider these to be free bonuses and so do not believe that the rule can be applied in this situation. 

This case is still being discussed in the hope of finding a resolution. I once more thank you for your patience.

Thank you for your troubles in trying to resolve this issue.

Dear veronikab,

As I am still waiting for a final response from the casino regarding my last post, I will extend the timer one last time.

I apologize that it is taking so long to bring this complaint to a conclusion, if there is still no reply upon the expiry of the timer the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear veronikab,

Unfortunately, there has been no further response from the casino.

In our opinion, due to the way that the bonus is promoted it is not very clear to players if the bonuses are deposit related or not, and we feel that if a player is not eligible to accept further bonuses they should not be provided with access to them. Additionally, the term that has been breached is not listed in the bonus terms and conditions, and can only be found under the general terms and conditions of the site.

For these reasons, the complaint will now be closed as 'unresolved', and should you wish to take the matter further I recommend that you submit a complaint to the casino's licensing authority.

I understand that this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach. I wish I could have been of more help.

Best regards,

Adam

You were more than enough help. Thank you. You really tried to help me... cant do much more. If a casino wants to steal from players, they will do so, no matter how hard you scream... they wont care... i feel sorry for others who might win BIG on 21dukes... they will find a way to avoid paying the player. KingBilly casino is way better. Withdrawals without any problems, takes one day for payouts! Where 21 Dukes make u wait a week and then some! And takes what does not belong to them! Thank u for everything.