21Dukes Casino - Pelaajan tili on estetty.

Dear Mónique Chantell,

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. Which exact bonus you have activated and played? Have you redeemed any bonuses previously to this one? Have you deposited any funds into your account, or the winnings have been accumulated purely from a free bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Hi

I receive emails on a regular basis from the casino rewarding one with a 25 free Spins bonus.

I play this regularly but rarely make the playthrough requirement.

This time the playthrough requirement was met and the balance was reduced to r200 automatically.

I continued playing until my balance was more than R1000.

I didn't even requested to make a withdrawal, I was still in the process of playing when the account was cleared to zero suddenly.

My account was blocked after this and I'm unable to login.

Before they canceled the account I read the account reconcile option where it stated that the real account balance was removed by AS and online support said they need to investigate further and I must send an email because they can't help me online.

I did not make any deposit yet - I know this is a requirement before one can withdraw any funds but as I said I didn't even request payout yet.

Kind Regards

Thank you very much, Mónique Chantell, for your quick reply. Do I understand it correctly that you have redeemed Free Spins on more than one occasion? I have checked general bonus terms, and this is what I found https://www.21dukes.com/en-FI/bonus-rules:

"2.1.8. The free bonus money or the Free Spins can only be received once per account/person/household/IP address during a promotional period unless otherwise stated."

Unfortunately, if you have activated free bonus more than once in one account there’s not much, we can do for you. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Mónique Chantell,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

We’ve rejected this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.