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21Dukes - voided $13,000 in winnings

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 21Dukes Casino Review.

Player's Complaint

I had a big win on a deposit with no bonus attached and they are now refusing to pay out citing:

Please keep in mind that also your winnings were voided as per our rule:

2.5.6. Casino reserves the right to withhold or otherwise decline or reverse any pay-out or winning amount or to amend any policy in the event that there is reasonable suspicion that a User is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policies or rules determined in respect of an existing Game or a new Game. Casino retains the right to determine absolutely that such an abuse has taken place; also, if Your activity in Our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitutes abuse of Our bonuses, promotions, policies or rules.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.

Although I had certainly accepted and lost bonus offers from them in the past which they freely offer there was no bonus attached to the deposit which yielded the win.

Read the casino review

7 Responses

User icon
ThePOGG
October 6, 2020

Hi adam0910 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
adam0910
October 15, 2020

Hi ThePogg - They have recently emailed me saying that the system made an error previously and that they will continue paymnets now.

How should I proceed from here?

User icon
ThePOGG
October 18, 2020

Hi adam0910,

The operator have informed us that there was an error and you will be paid at a rate of $4k/week as per your VIP level. Please update as your funds come through.

Thanks,

ThePOGG

User icon
adam0910
October 19, 2020

Hi there, Thank you The Pogg -they have made the first payment, and there should be three more to follow - do you want me to close this and re-open if they stop paying or leave it open?

User icon
ThePOGG
October 22, 2020

Hi adam0910,

We will hold this complaint open until you have received the full balance. It would be appreciated if you could update us as your instalments come through.

Thanks,

ThePOGG

User icon
ThePOGG
November 21, 2020

Hi adam0910,

Have you received your payments?

Thanks,

ThePOGG

User icon
ThePOGG
November 29, 2020

Hi adam0910,

If we haven't heard from you by Friday the 11th of December I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

adam0910 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

October 6, 2020

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.