21Dukes Casino - El jugador no puede retirar su saldo.

I tried to withdraw after Being verified wich you have to be Even to request a withdrawl, i wait 5 business days and when i log in again my money is back on my account and when i try to withdraw it says i have to verify my id? I have already Done that what is this i want my winnings.

Hello Makkan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 21Dukes Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request and the casino might ask for additional documents during the process.

Looking forward to your answer.

Regards,

Nick

Hi thank you very much, I collected my winnings with a cashback bonus without wagering requirements and rules. I should have been fully verified since 10 days ago. I received an Email that they needed me to fill in a cc voucher but unfortunately I can not find it and their live chat is no longer for me when I log in. Okay thank you I understand I have to wait a little longer, just needed access to the voucher I have to fill out.

thanks so much for your help

Hej tack så mycket, jag samlade mina vinster med en cashback bonus utan omsättnings krav och regler. Jag ska ha varit helt verifierad sedan 10 dagar sedan. Jag fick ett Mail att dem behövde att ja skulle fylla in en cc voucher men tyvär kan jag inte hitta den och deras live chat finns inte längre för mig när jag loggar in. Okej tack jag förstår jag ska vänta lite längre, hade bara behövt tillgång till vouchern jag ska fylla i.

tack så mycket för hjälpen

Could you please advise what kind of voucher do you need to fill out? Can you still do it and send it to them?

Hi, I was contacted by the casino and it was a credit card voucher I needed to fill out, have done so and sent it to them, will update when my withdrawal arrives.

thanks for the help

Hej, jag blev kontaktat av casinot och det var en credit card voucher jag behövde fylla i, har gjort det och skickat den till dem, uppdaterar när mitt utag kommer.

tack för hjälpen

Hello Makkan,

Thanks for the information. I will set back the timer on you so please let us know in case of any update.

Hello, my withdrawl was now declined due to a random verification, so i guess i Will have to wait about 2 weeks more.

I tried to log in now to check the status but no i can not Even log in it says its down for maintanace

Hello Makkan,

It is sometimes common that the casino blocks the player's account during the verification process. Please still follow the 14 recommended days from the date of sending your last document. If there would be no update we will make the next steps.

Dear Makkan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

The complaint will be now closed for the above mentioned reason.

The complaint was reopened and closed again as resolved after the player contacted us that he received his money.