Gilly1810

What is "the regulator"?

I never created the account they are claiming I did. The only "evidence" 21Dukes has provided is a screenshot of an apparent registration on their end with another one of my email addresses. This could be easily fabricated. As it is a fairly large sum of money they owe me, in my opinion this is something a casino would do to avoid paying out a customer. I have done history searches on every device my family & I own. There is no history at all of any connection with 21Dukes casino before the day I registered my actual account. I have downloaded a complete & un-edited archive of ALL history/ emails/ searches/ site visits etc etc with nothing to be seen regarding 21Dukes. I downloaded an archive of the email address they claim I registers with- this archive includes every single piece of information that has ever gone through that email- including deleted/ archived emails-and once again there is nothing in this HTML Mbox folder even remotely mentioning 21Dukes. When you register with 21Dukes you automatically receive a Welcome email- this was not received by my email they are referencing. No promotional/ bonus/ free spin emails from them- and anyone that has been registered with 21Dukes would have an adea of how many emails 21Dukes send. The seperate account they are referring is registered with a user name that I would never use. All existing account names registered with me are almost identical- sometimes with slight variation in the 4 numbers at the end.But NEVER including the numbers on this apparent account. The email address in question is connected to a number of their affilate group casinos- which is how I am assuming they obtained it. I am 150% sure I did not register two accounts. I know this & I have actual evidence to support this. I am just unsure of jhoe to approach the whole situation. I

If I could fly over there and create & download the google archive infront of them- I would. I just dont know how to prove my case.

What do I do about them fabricating evidence? They have claimed I made a seperate account 2 days before the account I won on, but it is a blatant lie. The user name on that account is something I would have never used.

What do you mean 'treated the balance as play money" That never happened. I said it FELT like play money- never said i treated it as such.. .. They have not provided ANY evidence at all.They are ignoring me from every direction. IF they had evidence, why havnt they just provided it? They are stalling because they have nothing

They responded once sayint the same thing they did in the email. I demanded evidence then they stopped responding & the case has been marked unresolved. Where do I go from here?

Will definitely comment on here once I receive an update. Tell me about it

I won’t be taking any further action until AGCCS is finalised. I will refrain from posting on this thread until I receive an update. Thanks

Soooo, I should take that as a good sign correct?

I managed to get it up tp $153,000, then down to $145,000, up again to $148,292. By the time they advised me that I was able to withdraw the funds, the official withdrawal amount was $140,126.52. I would like to take this further, but am unsure where to begin. Anyone have any ideas?

Yeah but in my defence, the rule they have pinned me for only states 1 account in their casino- nothing about their affiliated casinos.. And also the rule is in place regarding "Fraudulent or unlawful activity" along with bonus abuse & such- none of which applies to me. The fact that my Spartan Slots account is still fully functional is a good debate point against them

I only have one registered account at 21Dukes. I have multiple accounts registered at multiple of their sister casinos- no for any malicious reason, just for the plain & stupid fact that I am forgetful & change my email address/ forget passwords/ forget where I have already signed up etc. All accounts are in my name, same date of birth, same address & all other verification/ identification required information. I have deposited & played in most of these accounts- they are not simply created to receive free bonus' at all. I am registered at their sister casino, Spartan Slots- still am & am still able to play. In the week before my win with 21Dukes, I won on Spartan Slots, $1,300 or $1,400. Sent my verification, all was approved & my withdrawal processed. My situation regarding account etc has not changed since then. The withdrawal with Spartan Slots was fine & accepted- but once I attempt to withdraw a much larger amount- I am told I have multi-accounts/inconsistencies etc.

I am just going to see what they come up with first. If the complaint on Ask Gamblers doesn't work, I will be taking every step necessary to receive this money. The complaint "reply timeframe" was down to 11hours, and it just randomly went back up to 96hours & Askgamblers replied saying; "AskGamblers Complaints Team is awaiting 21 Dukes Casino team to provide the required information." What does this usually mean? Does that mean that 21Dukes HAVE contacted them & Askgamblers have requested evidence to prove their case? Or does it mean that Askgamblers have attempted to contact 21Dukes to request evidence, but 21Dukes is yet to respond?

Also, another fun fact- is it common knowledge that these casinos collect user data from your device, even of you are logged in to the said cssino, 21Dukes Privacy Policy: Additional Information collected: We may also collect the following information: name, contact information and message if you contact us or participate in a survey, contest or promotion; details such as traffic information, location data and other communication data (including IP address and browser type) collected by your availing of the Services; device information including unique device identified; pages visited and content viewed, links and buttons clicked, URLs visited before and after you use our Service. For more information about cookies and how to manage them please see our Cookie Policy; your betting, gaming, deposits, payments, payment method and other account transactions - these are routinely analyzed to assist us in improving the Services we provide to you; your telephone or Live Chat conversations – either to place a bet or a customer service call; your response to marketing campaigns from us or through our third parties i.e. open/click on such emails; information derived based on profiling activity (see below); and information from third party databases to comply with our legal and regulatory obligations.

Original withdraw rejection from 21Dukes; Hello, I will inform you that we have closed your account and have refunded you the deposit made, as you violated one of the rules from our Terms and Conditions: 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that 21Dukes has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, 21Dukes may block regular or tournament play and/or prize distribution. The decision is final and irrevocable. We wish you luck in your future endeavors. Kind regards, Lucy. Response to request of proof of apparent 'several inconsistencies" in my accounts from affiliate casinos; Hello, Thank you for the reply. To clarify, please refer to this excerpt from our Terms and Condition to which you have agreed upon: "2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that 7reels.com has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, 7reels.com may block regular or tournament play and/or prize distribution. 2.1.13. You are only allowed to have one Account per household, per address, per computer and per IP address. If more than one person in Your household has an Account You risk any winnings being void and being banned from the Casino" Best regards. Comment from Winward Casino on a completely unrelated complaint @ Askgamblers when they were asked if multiply accounts across the group were allowed; Hello, Thank you for your reply! We would like to inform you that since these are separate casinos, you may have an account on each site and you will be able to redeem the sign up bonus and also take advantage of the deposit bonuses each one of the casinos Please be informed that when you want to cash out you need to have documents sent for all the accounts and you need not have a pending payout on another site at the same time, meaning you will be able to withdraw from one site at a time. Best regards, The Winward Casino Team. Terms & Conditions 21Dukes Casino; 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that 21Dukes has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, 21Dukes may block regular or tournament play and/or prize distribution. 2.1.13. You are only allowed to have one Account per household, per address, per computer and per IP address. If more than one person in Your household has an Account You risk any winnings being void and being banned from the Casino. For more details please check with Our Customer Support Desk via Live Chat. 2.1.14. 21Dukes does not allow different Account holders from the same household and/or family play on the same bet. The meaning of the term “Same Bet” in this clause includes different combinations of the same bet. Should a User breach the aforementioned prohibition, 21Dukes reserves the right to cancel such bet subject to the rules of cancellation stated herein To be honest it just looks like they cover their ***** from every angle- making sure there is no possible way to fight their decision once it is made. Although, this is the first email I received from Spartan Slots following my account closure; Hello, Thank you for contacting us. We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable. We wish you the best of luck in the future. Once I requested evidence of these inconsistencies, I received this response back from them; Hello, Please note that your account was only temporarily closed due to a random security check performed by our Team. The reason for this was due to an external alert we received from one of our suppliers. I am glad to say our account has passed successfully, especially since you have already complied with the verification documents to prove your identity. Your account has been re-instated. Thank you for your cooperation. When my Spartan Slots account was cancelled once again, I emailed them and again requested for an explanation; and this is what I recieved in return. Hello, The issue concerning your failed login attempts has been fixed. You should now be able to log into your account. Regards. There was never any failed login attempts. It seems they are able to change their mind & alter their terms & conditions wherever they see fit.

Does anyone have any advice on this matter? I have emailed 21Dukes back via reply of the rejection- with no response. They are still yet to reply to my complaint. All other affiliates that I know of besides spartan slots emailed stating I have duplicate accounts within their casinos (which in all honesty, I probably do- but they would all contain the same name/ date of birth/ address/ banking details & a variation of my business email addresses- it is easy to accidentally make a second account with a casino considering there are an infinite number of them & it is hard to keep track) so have closed my account/s. That is not an issue for me- as I never made a second account with 21Dukes. I have only recently been made aware of the duplicate account rule- and make sure with Dukes that I had not already created an account. I am still able to play Spartan Slots, along with deposit funds & have been advised via email that my account is fully verified in case of a withdrawal. I made a withdrawal from Spartan Slots in the week before attempting to withdraw from Dukes. There were no verification issues/ account inconsistency issues/ “fraud”/ multi-account/ ANY issues what so ever- and my situation regarding accounts certainly did not change in that short timeframe. My only explanation would be that the withdrawal from Spartan Slots was only $1,300.00 as opposed to the $140,000.00 from Dukes- hense why they are pulling out all of their stalling/ rejection tricks. In response to my replies to affiliates regarding proof of inconsistencies, each of them stated “upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that 7reels.com has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating,” Yet Spartan Slots is stil up & running functionality. I am confused as to how they can consider this cheating/ defrauding considering I have deposited & played in each of the affiliates casinos & in a few cases have been gone as far as to upload verification documentation. They claim I am defraudeding their group of companies/ casinos yet have kept certain accounts open. They must not be to worried about my “defrauding” capabilities. This whole situation has been a massive ***** around & mental rollarcoaster. I can not even explain to you the feeling you get, as a young struggling business owners w/ two young daughters, when you receive the news that you have won $140,000.00 that would change your lives in so many ways, to then have it ripped from you after 24 hours on cloud nine. It is quite honestly soul destroying. If ANYONE has any advice/ guidance for me, please let me know. It will be appreciated more than you could ever know.

can i have an update on this? i am going through the same thing with 21Dukes- same casino group. refusing to pay 140,000 on the basis of multi accounts. i dont have multi accounts with them but i do with their affiliates- same details though. no where in their terms & conditions does it say you cant have multi accounts with their affiliates. I received a withdraw from one of their affiliate casinos (spartan slots) a week before hand with no issues. Since then all excepot one account with all of their affiliates has been blocked.

UPDATE: Still no comment from 21Dukes. Spartan Slots account up & running, games working. Also, another question; So Spartan Slots it’s one of their affiliate casinos, same set up, same games, same everything- also cancelled account because of all this etc etc YET- about a week before all of this happened, I successfully withdrew winnings from Spartan Slots. Why were none of these apparent issues discovered/ bought up at that point? None of this adds up/ makes sense.

UPDATE: I did not respond to them personality. I went straight to askgamblers & made this complaint. I have done enough research over the last week to know what they are like/ capable of. I was honestly well aware that they would at least attempt this. I think I have read every single forum comment/ complaint/ review on 21 Dukes that has ever been posted- they were not going to pay me without putting up a fight. Shortly after I received the withdrawal rejection email, firstly I noticed that Spartan Slots, an affiliate casino of 21 Dukes had barred me. I emailed them asking why they had barred me. They responded; Hello,Thank you for contacting us. We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable. We wish you the best of luck in the future. My response; Please provide evidence of inconsistencies. I have deposited a massive amount of money into that about & I am owed my cash back. I am still able to log in. If you have cancelled it, I will create a new account now & I expect my cash back from this account to be transfer over. Thanks Their response; Hello, Please note that your account was only temporarily closed due to a random security check performed by our Team. The reason for this was due to an external alert we received from one of our suppliers. I am glad to say our account has passed successfully, especially since you have already complied with the verification documents to prove your identity. Your account has been re-instated. Thank you for your cooperation. My account was then reinstated. A few hours later I noticed that every account that I had with every one of their affiliate casino sites was cancelled, including Spartan Slots once again. I sent all of them the same email asking why this happened. Each replied with the same copy & paste response (except 7reels & Rich Casino, responded stating they had send to security department & Spartan Slots- I will get to that in a minute); Hello, We would like to inform you that after reviewing your account and based upon findings along with the violation of our house rules, we had no choice but to disable your profile . Furthermore, we would like to point out that this event has no connection with your gaming activity, logins or your winnings but rather due to the conflict between your account and our house-rules. My copy & paste response to each of them except Spartan Slots; Hi I was just wondering what you are referring to when you say inconsistency in account information? Are you talking about the different accounts for different casinos? I am always registered with the same name/ date of birth/ address.... even as far as user names and passwords. I made a spelling mistake in Tangier's casino set up. And any email address I use are email addresses that I have for my business. All including the words "liquid earth" so I am really not sure how there is any inconsistency in any of my accounts. I have had several casino companies related to yours accept my verification documents & complete withdrawls. But then all of a sudden when the amount is a larger amount... all of my accounts get disabled & I get barred. Also I am yet to read in any ones terms & conditions a rule regarding "inconsistent" information on SEPERATE casino accounts- not that I ever even looked for a rule stating that considering there are literally no inconsistencies at all. Just confused. None of those 4 responded to me. The 2 that stated security would contact me, have either not passed the info on- or security just hasn’t replied . A few hours later my complaint at askgamblers was published- and that’s when things got a little weird. I received a response regarding the account cancellation from a Spartan Slots; Hello, The issue concerning your failed login attempts has been fixed.. Within an hour of my complaint being published, every casino I have mentioned in this comment had started sending me promotional emails, and each had reinstated my accounts without why warning at all. Even 21Dukes openened my account, yet later I attempted to log in & I was required to change my password, so I did & received email saying password successfully changed. But once I tried to log in, I was once again advised that my account was suspended. I have never come actross a rule that includes different cashios around the world- the terms & conditions state no duplicate accounts within their casino- not within their GROUP of casinos- if that makes sense? Michael UPDATE: All casinos still sending promotional emails, yet will not let me log in. Spartan Slots able to log in, no games working.

Bloody rollercoaster of emotions happening right now. Doesnt help that they can just accuse anyone of this with no evidence to back it up... and get away with it

They are now claiming that i have multiple accounts, which is incorrect. let the games begin

If they decide to be difficult I will first complete a complaint vie Askgamblers & if not resolved from there I will take it to the Gambling Commission

Received email confirming my documents were all approved on Saturday. But when i was in my account details section today I noticed that the address section was not approved. So i sent those documents early this morning, and they were approved shortly afterwards.

I was planning on giving them at least 4 days without escalating the matter. It is just extremely difficult to remain patient when there is this much money on the line, ESPECIALLY considering that I am still yet to receive a formal confirmation that I will be receiving the funds.

ValDes, thats what I was worried about- as I never knew of this rule before this all happened. I don't know how it all works, but it seems like the whole "cashback bonus" is a massive grey area. It states at one point that cashback is awarded as real money & has no strings attached, and on the other it says the opposite. Since my last comment I have spoken to two seperate support reps & they have both said that they can see no issues with acceptiong the withdrawel- but ultimately this decision is the accounting departments decision to make. And by the looks of their terms & conditions- they are pretty much legally allowed to reject a withdrawl with no ground & they don't even have to explain/ prove their case. If it is not resolved the first thing I will be doing is posting a complaint on this site.