21Dukes - MISSING MONEY FROM MY ACCOUNT

Ruling

Found for the Casino - This player has claimed No Deposit Free Spins which have a clearly defined maximum win cap. As such there's no ground for us to press for further payment.

Read our 21Dukes Casino Review.

Player's Complaint

During the evening on Sept 5th, 2018, I took advantage of 25 Free Spin offer. During the evening I was fortunate to hit a 6,000 winning spin. During the next few days of constant playing I finally fulfilled the wager stipulation that was in place. With great joy I seen my winning be reallocated from the bonus balance to cash balance as well as showing the funds withdrawable with a green check mark.

On Sept 7 I was advised to email my ID, which I had done. My email also included a withdrawal request because I was unable to manually do it myself. Chat team advised me that all my ID documents have been verified and all withdraw options have opened up to me.

On September 7th, I had put through a withdrawal request for $1000 CDN dollars via wire transfer.

On September 14th, I had received a message that my withdrawal request has been canceled and funds voided due to they being from bonus funds. My every attempt to communicate with them have fallen on def ears.

My winnings where no longer considered bonus money but cash as all stipulations with wager requirements had been fulfilled. So I am still confused to why this is being an issue.

A chat agent reminded me that it was voided for good reason as it was bonus money. But, again, it's not because wager requirements had been fulfilled.

Read the casino review

5 Responses

ThePOGG

September 21, 2018

Hi aflagiello - welcome to ThePOGG.com!

Before we go any further - were you required to deposit to receive these free spins?

Thanks,

ThePOGG

aflagiello

September 21, 2018

No, I was not required to make a deposit to receive the free spins. The company sends me emails from time to time with free spins

ThePOGG

September 21, 2018

Hi aflagiello,

Can you please forward the relevant email to [email protected]?

Thanks,

ThePOGG

aflagiello

September 21, 2018

I have forwarded the email you requested

ThePOGG

September 24, 2018

Hi aflagiello,

Unfortunately there's not going to be anything we can do to help you in this instance.

21Dukes Casino carry the following promotional terms:

"Free Spins are not real money. Free Spins are considered as a bonus and are subject to the bonus wagering and all other bonus terms."

and

"Maximum withdrawal amount from free bonus money are as follows; Basic - maximum C$100, Silver maximum C$100, Gold maximum C$200, Platinum maximum C$300, Titanium maximum C$400, Master maximum C$500"

Your free spins are considered a bonus and also a free bonus as you did not have to deposit for them. As such your maximum withdrawal would be restricted by your VIP level as defined above.

Sorry we could not be of further help.

ThePOGG