21Dukes Casino - The player's account got blocked.

Good day

I signed up with 21 dukes casino and received free sign-up spins I wagered R39 000 with the free spins and end up with R1400 that I could withdraw... After the wager, I spoke to Charles at live support and I asked if the next step is a deposit which it was and I had to get verified. So, I started with my documents, first was my ID, next was proof of residence, and lastly my bank card. My ID got approved, and I could not tell if the other two documents got uploaded because it keeps showing that I need to upload these documents. I uploaded it probably 3 or 4 times. Still the same.

I contacted live support and was told that he could not tell me if it was uploaded to my account and he gave me the following email to find out. email - securi­ty@­21d­uke­s.com. I sent an email on the 13th of November with all my documents again and asked if they did receive them. Later I logged into my account to see if it has been approved, no reply to my email though. My proof of residence was rejected, which is very strange to me because it is from our local municipality. I searched then for contact details for 21dukes and came across another email address I sent an email to the first email address and the second one, which is support@21dukes.com. 

The second email was sent on the 14th. No reply from them. So on the 15th, I wanted to log in to my account so I could speak to live support and my account has been disabled. I have sent 2 more emails and also no reply at all.

I would like to know what is going on, and why they don't reply to my emails, reject my documents, and disable my account.

Thank you in advance.

Hello Lien2222,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 21Dukes Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your access to the website until the verification is finished.

Looking forward to your answer.

Regards,

Nick

Good day Nick.

I think I signed up round about the 10th, maybe 11th of November 2022. I uploaded my documents on the 12th or 13th, and on the 13th, my ID was verified. On the 14th my proof of residence was rejected and the only contact I had with 21 Dukes was with Charles at live support before I started with verification.

On the 15th my account was disabled and none of my emails was answered up to today. So, the only contact was with Charles at live support before I started with verification.

Even if it takes 14 days to get verified, why would they disable my account on the 15th and has not replied to any of my emails? I have never heard of a casino that disables your account while they are busy with verification and while they are busy with your verification, reject your documents, don't reply emails at all. This is also a first time that I have heard about a casino that can take up to 14 days for verification.

I hope I answered all your questions.

Thanks in advance

Hello Lien2222,

It is common that the casino blocks the player's account until the verification is finished. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Lien2222

I'm Michal and I have taken over your complaint. 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.

Dear 21Dukes Casino,

Can you please provide some information regarding the player's blocked account? Are there any additional documents that you require to finish the verification process?

Dear Nick

I don't believe that it is common for casinos to block your account until the verification is done. This is a first for me and even if they do block accounts for the sake of verification, surely the player needs to know about it or at least, answer the player's emails. Up to today, still been no reply to any of my emails.

Hi Michal

Thank you for taking my complaint. I really do appreciate it and I hope you can get answers.

Regards

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Lien2222

I have tried to contact the casino repeatedly but had no success. I have sent numerous emails and tried to communicate with casino representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. I'm afraid there is not much that can be achieved without cooperation from the casino side. 21Dukes casino used to hold a license from Gaming Curacao, but we were unable to verify this, so we cannot confirm if the casino is still licensed. If you feel you want to take this complaint further, you can still contact the Curacao Gaming authority. In Curacao, there are 2 separate license operators, though they are both endorsed by the Curacao government they have separate company registers. You can contact them at complaints@gaminglicences.com , certria@gaminglicences.com or info@gaming-curacao.com and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Michal