21Dukes Casino - Račun igrača je blokiran.

Hi there, I would really like to get to the bottom of what is happening with my account. Firstly after 2 x unsuccessful withdraw requests I finally get accepted on the 11th of November. Still nothing and it is now the 20th. However I woke this morning to find that they have closed my account....no explanation no anything. I had logged on yesterday to check the date the withdraw was accepted and that was all. I have replied asking why and what is happening with the withdraw as I assume it is to late for them to try and cancel it? I do not have multiple accounts although my bank has put a stop to being able to deposit due to where the casino is based and receiving complaints.

Please assist.

Kind regards

Sonya

Dear Sonya,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you play with any bonuses? If yes, please specify which offer you redeemed.

Also, could you please indicate whether you passed the KYC?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

I have also forwaded on emails stating I was verfied and also the email saying congratualtions my withdraw has been approved.

Hi Kristina,

I opted out off bonuses and was told every time that the winnings were mine.

I had attempted 2 withdrawls and both required more information wheich I then gave along with filling out the banking vouchers information with my signature etc.

After that it took a few days to get the withdraw accepted but wasnt expecting it to take from the 11th of November when it was accpeted to still be unpaid. I phoned my bank today and there is definatly not anything waiting to be paid to me.

Cheers

Sonya

Thank you very much Sonya for your reply and emails. I will now transfer your complaint to my colleague Nick 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 would like to invite 21Dukes Casino to join here and help us resolve the player's issue.

Hello,

We hope this message finds you well!

Kindly note that your withdrawal request has been approved on the 10th of November. It was successfully processed on our end, however our Accounting department will reach out to you via email to provide you with a tracking number, to ensure that the funds reach their destination.

If the funds are not reflected in your account by tomorrow, please let us know so we can investigate further.

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

Kind regards,

21Dukes

Hi there, thank you yes the withdrawl did eventually show up (took nearly 13 business days) however no one has addressed the reason my acocunt was closed?

Is your account still closed?

Yes it is

Dear 21Dukes Casino,

Could you please advise why is the player's account closed?

Hello,

We hope this message finds you well.

After a complete review of your account activity, the Management Team has decided to bring our business relation to an end and to permanently close your 21 Dukes account, in accordance with the following rule in our Terms and Conditions:

‘2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.’

Thank you for your understanding in this matter.

Kind regards,

21 Dukes

Dear 21Dukes Casino,

Is there any possible way that we can get an explanation of your decision? Please send it to nikolas.b@casino.guru.

Thank you for following up. Obviously I don't want my account to be reopened but at the very least an explanation as to why it was closed is not asking for too much.

We have contacted the casino regarding your case to give us explanation but we haven't receive any answer from them yet. We will extend now the timer by 7 days and if they fail to respond within the given time we close the complaint as unresolved which could lead to rating deduction.

Dear Sonya,

Unfortunately, we could not find out the reason of your account closure. I'm really sorry we could not help you more but as you did not own any balance on your account the casino did not share more information with us. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru