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21Dukes - account cancelled before withdrawal has been finished

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Winward Casino Review.

Player's Complaint

I did my account verification on the 20th march I have deposited twice at this casino and after withdrawing was no longer emailed free spins. I made a withdrawal about the 26th/3 it took a week while it was pending but then the payment was approved on 3/4 the payment has not arrived in my bank and I quizzed support about my missing free spins they told me to email them and I was told I was no longer eligible. I replied what have I done to become ineligible and they replied with an account closure. "the company reserves the right to cancel a users account for any reason what so ever at any time without notice." was the reasoning but how do i contact them now about my missing withdrawal. the bank says up to 72 hrs for payment of international funds transfer but the casino said up to 15 days it's been 14 days and the bank cannot see any payment coming. I'm fine about the account closure, but they should only be able to close my account after the withdrawal process is complete and the money hits my account. what do I do? how do I contact them? I can't check the details of where the money was sent but I'm sure its correct. I just want the money i won fair and square and then I'm done with this casino..

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4 Responses

User icon
ThePOGG
April 16, 2021

Hi piggymoo - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 30th of April let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
thepogg
May 1, 2021

Hi piggymoo,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
thepogg
May 8, 2021

Hi piggymoo,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 15, 2021

Hi piggymoo,

If we haven't heard from you by Friday the 28th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

piggymoo consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 21 Dukes
  • Curacao eGaming
  • Fifth Street

April 16, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.