I opened accounts at the affiliated casinos with legitimate email accounts but my account was first disabled and then closed due to "several inconsistencies" but the inconsistencies were not stated or explained. I won the maximum amount of R 1,000.00 using my allocated 25 free spins but now that they have to pay me they disable and then close my account. Why give free spins if they aren't prepared to pay out the winnings? I furthermore submitted all the required documentation and everything was approved but the next day my account had been disabled. I don't believe I did anything wrong and I am not satisfied with 21 Dukes Casino!

Dear Donovan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

In my opinion you should be informed when the casino decides to close your account and the reason for it.

Before we move forward with this case, I would like to ask you to send any relevant communication between you and the casino to [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

I can only forward you the email correspondence that I sent 21 Dukes casino. What email address must I use to forward the correspondence with 21 Dukes Casino? Please note that I previously won a R 1,000.00 from Rich Casino and received the money but shortly afterwards my account was also closed. Apologies! I see the email address now, time for coffee! Ha Ha!

Thank you for your prompt reply,

Kind regards,

Donovan.

Thank you very much Donovan 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 ask 21Dukes Casino to join this case and explain why was the player's account closed.

Hello,

Thank you for reaching out to us!

Kindly note that the account was in breach of our Terms and Conditions item 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.

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

Kind regards,

21 Dukes

Could you please send us any proof that the player has multiple accounts? Please send it to [email protected]

Dear Donovan,

After receiving relevant information from the casino we are now rejecting your complaint. The casino has proven that you created multiple accounts. I am very sorry we couldn't help more, but in this case it is a clear violation of the casino's terms. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

www.kpvfaw.com