Dukes Casino - Player's winnings have been confiscated.

I deposit 200£ i played live rulette, i won 2500£ and i ask for witdraw! They send to my account just 200£ wich i deposit in the begining ! Sudgesting i broke terms and conditions when i was playing!

Hello Costum351,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus?

Have you received any further explanation from the casino? Have you been informed which term you breached? Please, forward me all the relevant communication between you and the casino, so we can gather as much information as possible. My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi! My winnings were accumulated without bonus! This is what they say on email: "We concluded that the below-mentioned terms in the casino’s Clause of Use were breached: 

C. Subordination to the Terms and Conditions and the Binding Effect Thereof 

1. By using the Site, registering at the Site, or by participating in one of the Services, You agree to be bound by and to act in accordance with the Terms and Conditions, as they may be updated from time to time, without any reservation. 

E. Account Registration 

8. You further represent, warrant, acknowledge and undertake that (a) You will not use Your Account, and will not allow any third party to use Your Account, for any Prohibited Actions and/or perform any Irregular Playing Patterns, (b) in case You will perform any Prohibited Action the Company shall be entitled to disclose any and all of Your details and information to the relevant authorities, and to suspend Your Account (including freezing all funds deposited within) and void all bonuses, winnings and bonus winnings in Your Account. 

F. Prohibited Actions 

1. Without derogating from any other provision of these Terms and Conditions, if the Company determines that You are engaging in or have engaged in Prohibited Actions and/or Irregular Playing Patterns, or have attempted to do so, then the Company shall be entitled to close Your Account, withhold, seize and confiscate all funds in Your Account (including, but not limited to, any deposits and winnings in Your Account). 

2. "Prohibited Actions" shall mean illegal, unlawful, fraudulent, or other improper activities - including, but not limited to: 

• abuse in order to gain advantage to the detriment of other Player(s) and/or Us;

3. "Irregular Playing Patterns" shall mean the following activities: 

• building a balance and significantly changing play patterns;

• on roulette, in the following cases: (a) covering 24 or more of the 37 available numbers;

The above-described actions were applied throughout your gameplay and systematically built the winnings which were later on placed in a withdrawal request. 

The Terms you agreed to in order to be able to use the casino services clearly state this type of gameplay is deemed as irregular and not permitted, and if applied, any winnings obtained will be revoked."

1st-Since when i am forbiden to change patterns on rulette with intention to win!?by deffinition this is the game of rulette,changing bets and chose numbers before the ball is droped and try to predict where the ball gona fall!

2nd-They say im not allowed to bet more then 24 numbers! Wich normal rule on rulette is that!? If i want to bet 37 numbers i should be allowed to do so!for example: if i bet on every single black number 10£ (there are 18 black numbers) =180£ , what rule dont let me bet 180£ just on colour red!? From this bet resulting i bet on the 36 numbers because there are 18 red numbers too!

I belive this company is a scam and they just want you to deposit and lose ,and when people win they find all kind of illogical excuses on term and conditions to dont pay! This is happening with the approval of UK Gambling Comission !

After i made a direct complain to the company, today i received an email wich they say: that was the final decision and no further comunication!

Thank you!

Thank you very much Costum351 for your reply. I will now transfer your complaint to my colleague Matej (matej@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.

I dont belive something positive gona happen! My point here is : this company is allowed to rob people under the UK gambling commission aproval! It is not such a logical thing as they have on terms and conditions wich they say i broke the rules!If i was depossiting otherwise 2500£ and play on same way and lose for sure they dont say :"listen your bets was not allowed we gona return your money"! They just want to scamm people and the UK gambling commision have to withraw their license in UK! Is simple as that! For no other person be cheated!

Hello Costum351.

I am sorry to hear about your troubles.

Could you please describe your gameplay while you play roulette?

Yes sure! I normally play zones on the rulette table! For example : i can chose all numbers from voisin zero plus some numbers from orphan zone! After few ball drops if i belive the ball gona drop different i can chose the tier zone combined with orphans numbers and so on !

Our opinion is that if the player plays with real money, he should be able to make all possible bets because still, there is a house edge on the casino side. For example, if you bet on all numbers casino still has a profit, and it is the same with any combination. However, if the casino does not want to allow players to make some type of bet, it should be enforced by software and not hidden somewhere in the terms.

I would like to invite the casino representative into the case.

Could you please explain what happened in this case? (if it is possible, please send me Costum351's game log: matej@casino.guru)

Sure i gona email you on: matej@casino.guru!

Hello Costum351.

The casino wrote to us that you should follow the standard procedure. It means to submit your complaint first to the casino team: complaints@instantgamesupport.com (here) (this step is essential but you can skip it if you have already done it)

If you are unsatisfied with their solution, you can submit the complaint to their official ADR (eCogra) (here):

https://ecogra.org/products-services/alternative-dispute-resolution.

I believe it will be best to follow up on the casino's standard procedure and keep us informed about the process.

I already complaint to them ! And they said they keep their position ! They even block my account ,for me cant have the logg of the game! There are a bunch of Thiefs and not serious company!

Did you try to contact eCogra too?

Dear Costum351.

Could you please confirm that you contacted eCogra?

Unfortunatelly we didn't receive any response from the player.

We don't know what happened, but as the player described it, the case is against fair gambling codex.

If the casino does not wish for players to make specific bets, it should block this option by software.

Therefore, we are closing this complaint as unresolved.

Hopefully, the casino will reopen the complaint and bring some information about what exactly happened.

sorry! I already contacted eCogra!

Dear Costum351.

Thank you very much for updating the case.

I am closing the complaint as unresolved with status: waiting for the regulator's decision.

When eCogra makes a final decision, contact me (matej@casino.guru), and I will reopen the complaint, or you can request reopening the complaint by yourself.

I will sure do inform you,as quick as i can , soon as i get an answer! Thank you!

Dear Costum351,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Update: NOTHING WAS SOLVED AND STILL THE CASINO AND UK GAMBLING COMMISION ARE A BUNCH OF THIEFS!

Could you please explain what eCOGRA wrote to you? Ideally, could you please forward me the message from eCOGRA to matej@casino.guru?

Dear Costum351,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi , eCOGRA, wrotte to me the same think the casino said ! I cant forward you the answer coz i deleted all conversations with them! It is as simple as it is : eCOGRA & gambling comision they "eat" all from the same plate! It is a shame! I dont even bother to think about this situation! Im just answering for beeing polite and because i understand someone lose time to try to understand this!

if you follow the previous messages you gona understand the story about the : "Irregular Playing Patterns" shall mean the following activities: 

• building a balance and significantly changing play patterns;

• on roulette, in the following cases: (a) covering 24 or more of the 37 available numbers;"

So if the gambling comission allow this policy for that casino or others , you can understan there are as much thiefs as the casino! Or the gambling comission did not bother even to check their policy before acording the license!

Dear Costum351,

I want to assist you with this matter, but I'm afraid I can't do much without a message from eCOGRA. Could you please contact eCOGRA and ask them to resend the statement to you?

Thank you.

Dear Costum351,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I apologize, but without the message from eCOGRA, we are unable to proceed. Therefore, we must close this case as rejected, stating that the player has stopped responding.

Costum351 can anytime reopen this complaint and send us the eCOGRA message.