Slow Pay Casino dukes - verification and withdrawal issue

chicchick

Newbie member
I sent my documents to verification to casino dukes. I was told that they could not open the enclosures. so i sent the documents again using pdf which is standard for attaching documents and then via word documents. They stated that they did not receive the pdf documents which were sent by my work email and I had a receipt verification so I know that they received these documents but they say that they did not receive the email. then I sent the documents via word documents from my original email address which they said they could not open and I have tried to speak to them through chat and for some reason there is never anyone available to speak to me and I am asked to leave a message via email. I think this is a stalling tactic and hopefully they think that I will forget about it, but I will not. The amount of the withdrawal is £500. Casino dukes is a new casino launched a few weeks ago, also their software is not compatible with laptops as they told me on the second day when i was unable to play games. i would keep away from this casino
 

vinylweatherman

You type well loads
CAG
MM
I sent my documents to verification to casino dukes. I was told that they could not open the enclosures. so i sent the documents again using pdf which is standard for attaching documents and then via word documents. They stated that they did not receive the pdf documents which were sent by my work email and I had a receipt verification so I know that they received these documents but they say that they did not receive the email. then I sent the documents via word documents from my original email address which they said they could not open and I have tried to speak to them through chat and for some reason there is never anyone available to speak to me and I am asked to leave a message via email. I think this is a stalling tactic and hopefully they think that I will forget about it, but I will not. The amount of the withdrawal is £500. Casino dukes is a new casino launched a few weeks ago, also their software is not compatible with laptops as they told me on the second day when i was unable to play games. i would keep away from this casino
That's BS.

Laptops and PCs are pretty much the same thing. It's possible they got their laptops and tablets mixed up though.

It's more likely an incompatibility with a browser, or it's settings.

They won't be able to open a Word document with ease unless they use Microsoft Office, but a PDF is pretty much standard, so it's rather suspicious that they are giving different excuses for different formats, always having some excuse as to why they can't verify your documents.

Have you tried JPEG?

This is the most standard format of all, no one is going to buy their excuse that they can't view a JPEG on the computers at their end, unless they are all using Sinclair models from the 1980's.

They are either rogue, or being new they don't know what they are doing and probably should have prepared better before going live.
 

chicchick

Newbie member
Thank you for your reply. what is a PJEG? and how does this work, i have my documents on my computer?

Also they have said that I could not withdraw using the debit card payment (at a fee of £4 odd) that the system wasn't working and that I had to use a wire transfer (cost £12).

They said that their system is only compatible with mobile devices, iphone, tablet etc but I had no trouble the previous day playing on their games so I cannot understand that. The message I got was something like unexplained exception. i downloaded the latest version of adobe and the latest version of word and it was only then that they told me that it was only compatible with mobile devices. That is a load of BS, and their IT system seems to be a bit dated to say the least, pdf documents are standard documents used to send attachments, but their excuse was that they did not receive these emails but i had a read receipt on the email and they did receive it. It seems that they do not know what they are doing
 

vinylweatherman

You type well loads
CAG
MM
Thank you for your reply. what is a PJEG? and how does this work, i have my documents on my computer?

Also they have said that I could not withdraw using the debit card payment (at a fee of £4 odd) that the system wasn't working and that I had to use a wire transfer (cost £12).

They said that their system is only compatible with mobile devices, iphone, tablet etc but I had no trouble the previous day playing on their games so I cannot understand that. The message I got was something like unexplained exception. i downloaded the latest version of adobe and the latest version of word and it was only then that they told me that it was only compatible with mobile devices. That is a load of BS, and their IT system seems to be a bit dated to say the least, pdf documents are standard documents used to send attachments, but their excuse was that they did not receive these emails but i had a read receipt on the email and they did receive it. It seems that they do not know what they are doing
A litany of excuses.

However, the issue of whether or not their system is compatible with whatever devices is a distraction. It has nothing to do with the process of you sending documents and them receiving and verifying them via email.

A JPEG is an image file format that many programs can both produce and read. You don't have to buy any specific product in order to create or open a JPEG. The alterative is a Bitmap, the raw form of an image, but being a raw (and uncompressed) format, whilst they can be easily opened and read, they are so large that they often choke email systems.

The other oddity is a fee for a DEBIT card withdrawal, this is complete and utter bullshit, although in this case it's not an option anyway because their "systems don't work".

Bank wires often do have fees, but they could always post a cheque instead, and when you get it, you can play elsewhere that has "systems that work".
 

vinylweatherman

You type well loads
CAG
MM
Just had a look.

Bullshit confirmed:)

Big button "play now" "compatible with any browser"


Site works fine on my DESKTOP PC and INTERNET EXPLORER.

They are just plucking excuses from thin air in the hope that you will believe one of them.

This looks very much like a stalling tactic.

May as well keep chipping away at them for this £500. No point in doing what they would prefer by reversing it and losing the lot, as you might win, and end up struggling to get an even larger amount out of them.

I am not even sure why they have moved on to discussing alternative payment methods with fees, they supposedly haven't received your documents yet:rolleyes:
 

miso

Meister Member
MM
Just had a quick look at the site. Thought it's 21Dukes at first, but recently launched Dukes Casino is BetOnSoft, owned by Continental Gaming.
They own Villa Fortuna which has been rogued at number of places.
As Vinyl said, don't play it back. It's not rogue here, so you might be able to file a complaint if things don't move. Just give it a while.
Have a look here http://www.casinomeister.com/forums/content.php?r=314-pitch-a-bitch
 

vinylweatherman

You type well loads
CAG
MM
Just had a quick look at the site. Thought it's 21Dukes at first, but recently launched Dukes Casino is BetOnSoft, owned by Continental Gaming.
They own Villa Fortuna which has been rogued at number of places.
As Vinyl said, don't play it back. It's not rogue here, so you might be able to file a complaint if things don't move. Just give it a while.
Have a look here http://www.casinomeister.com/forums/content.php?r=314-pitch-a-bitch
Grand Prive, their "stealth partner" that was used to lure players away from their "official" casinos that were supposedly about to close at the same time they pulled the affiliate program and said no further payments would be made on existing players.

One member who posted about Villa Fortuna opening reported being asked by Grand Prive to delete his thread as they didn't want it to "get out" that they were inviting "selected players" to defect from the main 5 to the soft launch of their "preferred European facing casino brand".

I received such an invite too, so it happened.

Naturally, the company operating it appears to have absolutely no connection to the current Grand Prive, but it DOES use the same software that Grand Prive defected to after they screwed over Microgaming and Kahnawake following their reaming of affiliates the year before.

Oddly enough, this week I got another coaster in the post after not getting a thing for years. Odder still, they send it a mere fortnight before it becomes illegal for them to market to, and accept bets from, players in the UK.
 

chicchick

Newbie member
thank you very much for your reply. I agree I have never had to pay when making withdrawals. I will keep on at them until I receive my £500, their stalling tactics will not work with me and I will not reverse my withdrawal. Also I was informed that they had received my documents via my work email address and these will be put on my file and that is when they said that they are having problems with the direct debit payments so i would have to use wire transfer (I spoke to someone on the phone). Then then come with their BS to say that they could not read the docs i sent and said nothing at all about my other email address (work). i did say to them if they were rogue and they said "oh no you will get your money it is just that we could not open your docs. As for me not being able to play on my laptop which I did the previous day is also BS I think they blocked it or something because I won too much ;). I will give them a couple more days and if i do not hear anything i will go to your forum pitch a bitch. I was wondering if they have actually got any money (maybe too many players have won on the games which they weren't expecting). I am going to try and speak to them on the live chat but the last time i tried no operator responded and they just told me to leave my query via email, muppets.
 

vinylweatherman

You type well loads
CAG
MM
Gotcha!

About Villa Fortuna.



Villa Fortuna is owned by Continental Gaming Limited.

CONTINENTAL GAMING (MALTA) LIMITED
DSLR, Suite 470
Ftieh Street
Birkirkara Bypass
Birkirkara
BKR2940
Malta
Continental Gaming (Malta) LTD
Vincenti Buildings, Suite 470,
14/19 Strait Street, Vallentta,
Malta
VLT 1457

Phone: 808 238 9827

Fax: 800 652 5104

Email: support@casinodukes.co.uk
And now for something even dodgier.

For some reason, Villa Fortuna does not seem to have any sort of licence, yet Casino Dukes has a standard LGA one.

I would have expected BOTH to be running under the same licence, the one issued to Continental Gaming (Malta) Limited - LGA/CL1/998/2014

They are STILL playing hide & seek over their connections and licencing arrangements. How can the same company have TWO different registered addresses:confused:

It's as though we are seeing the signs of a hidden parent company running the entire show, possibly even owning the software supplier as well as 3 groups of casinos that use it. One is licenced in Curacao, for US players, one in Malta with a view to access the regulated markets of Europe, and one based in Malta, yet not having an LGA licence, or ANY licence for that matter as far as can be seen from their website.

Now, we know from the past that Grand prive are good at the "unethical business practice". We also busted their connection and ownership of, Big Dollar. Busted too was their sneaky attempt to move players over to Villa Fortuna to expedite the decline in activity of tagged players at the main 5 casinos prior to the closure of the affiliate program, which was followed by suspiciously low activity figures when a settlement was dragged out of them by affiliates to compensate them for what they should have earned from their tagged players between the time the program closed, and the natural tendency of players to eventually move on to new casinos.

Continental Gaming and the software is the only thing that connects Villa Fortuna to Casino Dukes, even Villa Fortuna's licence has been concealed so that a more obvious connection cannot be made back to them.
 

catapultaudio

Senior Member
chicchick, did you take a photograph of your documents or scan them in? I ask because both PDF and Word documents are container formats, not image files, which is what the casino would be expecting from you. Whilst a PDF may be suitable if it is an electronic utility bill for example, if you are sending your passport/driving license in one of these container formats, I can see why they may find it strange. I would recommend using your phone to create and email the images, as that will save them in the common JPEG format VWM mentioned automatically. Theres not much you can do about them claiming to not receive your emails unfortunately, but stay on their case - if they have a phone number I'd recommend getting them on the phone, then emailing them during the call and having them verify they can open the files whilst you are speaking - you could also try this via live chat.

Good luck!
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
I have good experiences as tried them out this week. Was paid through bank tranfer after winning max amount on their no deposit offer. And YES without having to make deposit.

I also got the run-around with can not pay to Visa debit.

But for info to OP you would be able to wthdraw to any credit card. There are restrictions on Visa debit card withdrawals which can max be withdrawn what was deposited in total? Is that not correct Vinyl. Sorry I don't have that much experience with that as normal use Web wallets like neteller and Skrill.

Withdrawal was stated as 48 hours pending and 5-7 days. It took 24 hours pending and then only 2 days received into my bank account.

Also veryfing of account passed in flying colours at first email so no probs there so not sure what OP is experiencing but this is not necessary because this is a bad Casino or you need to take drastic conclusions once again.

I can also inform that I have been on livechat several times as there was slight delay at first. I want to check about what deposit methods I could use to deposits etc. And also apparently they have to do a Phne verification first before withdrawal will be sent. I missed to see that in email they sent so really my own fault. BUT every time went on livechat there was response within 1 minute wait MAX....
 

chicchick

Newbie member
That is good to hear. What was the max withdrawal with their free £20 no deposit? I have sent my id document as pictures so hopefully there will be no trouble with them reading the documents.
 

chicchick

Newbie member
chicchick, did you take a photograph of your documents or scan them in? I ask because both PDF and Word documents are container formats, not image files, which is what the casino would be expecting from you. Whilst a PDF may be suitable if it is an electronic utility bill for example, if you are sending your passport/driving license in one of these container formats, I can see why they may find it strange. I would recommend using your phone to create and email the images, as that will save them in the common JPEG format VWM mentioned automatically. Theres not much you can do about them claiming to not receive your emails unfortunately, but stay on their case - if they have a phone number I'd recommend getting them on the phone, then emailing them during the call and having them verify they can open the files whilst you are speaking - you could also try this via live chat.

Good luck!
I have now taken a photograph of my documents so hopefully they will be able to read the documents now. thanks
 

vinylweatherman

You type well loads
CAG
MM
I have good experiences as tried them out this week. Was paid through bank tranfer after winning max amount on their no deposit offer. And YES without having to make deposit.

I also got the run-around with can not pay to Visa debit.

But for info to OP you would be able to wthdraw to any credit card. There are restrictions on Visa debit card withdrawals which can max be withdrawn what was deposited in total? Is that not correct Vinyl. Sorry I don't have that much experience with that as normal use Web wallets like neteller and Skrill.

Withdrawal was stated as 48 hours pending and 5-7 days. It took 24 hours pending and then only 2 days received into my bank account.

Also veryfing of account passed in flying colours at first email so no probs there so not sure what OP is experiencing but this is not necessary because this is a bad Casino or you need to take drastic conclusions once again.

I can also inform that I have been on livechat several times as there was slight delay at first. I want to check about what deposit methods I could use to deposits etc. And also apparently they have to do a Phne verification first before withdrawal will be sent. I missed to see that in email they sent so really my own fault. BUT every time went on livechat there was response within 1 minute wait MAX....
This seems odd, it's the other way around according to the terms of use for the cards.

A CREDIT card normally has a term prohibiting the holder paying in more than they owe, and having a positive balance. The "merchant refund" is normally a way of refunding the cost of goods that have turned out to be faulty, not as described, etc. Many casinos pay withdrawals to credit cards by refunding all the deposits made in the past, and then the surplus can be paid another way. However, my experience is that there is no actual technical block to putting a credit card into a positive balance, I has happened frequently to my Barclaycard. They were happy for me to just spend the money again, or have it sent to my bank.

Debit cards are connected to a bank current account, so there is no term to breach about not letting the balance go into the positive, it's a bank account!!! It's supposed to be positive!

However, I have not experienced withdrawals to debit cards, so I have not experienced the situation where there is no problem. The way forward would be for the OP to ask his bank about this, to see whether there really is a restriction on paying back to debit cards that processors have to honour.

There is still some jerking around going on, changing excuses each time the OP overcomes the previous hurdle, so they are making themselves look dodgy to start with, and the curious connections back to Grand Prive don't help their cause.

We'll know more next month, because they are clearly targeting the UK, so should be getting a licence. If not, they will have to stop taking UK bets by the middle of next week.
 

chicchick

Newbie member
I have good experiences as tried them out this week. Was paid through bank tranfer after winning max amount on their no deposit offer. And YES without having to make deposit.

I also got the run-around with can not pay to Visa debit.

But for info to OP you would be able to wthdraw to any credit card. There are restrictions on Visa debit card withdrawals which can max be withdrawn what was deposited in total? Is that not correct Vinyl. Sorry I don't have that much experience with that as normal use Web wallets like neteller and Skrill.

Withdrawal was stated as 48 hours pending and 5-7 days. It took 24 hours pending and then only 2 days received into my bank account.

Also veryfing of account passed in flying colours at first email so no probs there so not sure what OP is experiencing but this is not necessary because this is a bad Casino or you need to take drastic conclusions once again.

I can also inform that I have been on livechat several times as there was slight delay at first. I want to check about what deposit methods I could use to deposits etc. And also apparently they have to do a Phne verification first before withdrawal will be sent. I missed to see that in email they sent so really my own fault. BUT every time went on livechat there was response within 1 minute wait MAX....
That is good to hear, how much was the max withdrawal on the free £20. I have sent my documents as pictures now taken from a tablet so hopefully they will have no problem reading them
 

chicchick

Newbie member
I have good experiences as tried them out this week. Was paid through bank tranfer after winning max amount on their no deposit offer. And YES without having to make deposit.

I also got the run-around with can not pay to Visa debit.

But for info to OP you would be able to wthdraw to any credit card. There are restrictions on Visa debit card withdrawals which can max be withdrawn what was deposited in total? Is that not correct Vinyl. Sorry I don't have that much experience with that as normal use Web wallets like neteller and Skrill.

Withdrawal was stated as 48 hours pending and 5-7 days. It took 24 hours pending and then only 2 days received into my bank account.

Also veryfing of account passed in flying colours at first email so no probs there so not sure what OP is experiencing but this is not necessary because this is a bad Casino or you need to take drastic conclusions once again.

I can also inform that I have been on livechat several times as there was slight delay at first. I want to check about what deposit methods I could use to deposits etc. And also apparently they have to do a Phne verification first before withdrawal will be sent. I missed to see that in email they sent so really my own fault. BUT every time went on livechat there was response within 1 minute wait MAX....
I would also like to know whether you were playing on a laptop or tablet as I was playing on my laptop for the first day with no problems but when I tried to play on it again I got an error message, something like unexplained exception and when I queried this they told me that it wasn't compatible with laptops even though I was playing from my laptop the previous day. I downloaded the latest adobe and it still didn't work
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
I would also like to know whether you were playing on a laptop or tablet as I was playing on my laptop for the first day with no problems but when I tried to play on it again I got an error message, something like unexplained exception and when I queried this they told me that it wasn't compatible with laptops even though I was playing from my laptop the previous day. I downloaded the latest adobe and it still didn't work
Hi it is the max €/£100. And then minus the fee for withdrawal (and yeah withdrawal fees are bit crazy here)

I play on a pentium i5 without any problems at all. All slots were playing perfect and loading fast. No problems.

It might be problem with laptop as its less powerful than a normal stationary computer. But not compatible sounds strange you should experience problems with other casinos as well but that would be because you have an older laptop? Any new laptop should run any casino perfect :thumbsup:

Okay but still would not yet recommend anyone making deposits there yet, simply because some things does not seem all good. But yeah they paid me prompt and ok fast so happy about that.
 

chicchick

Newbie member
I have good experiences as tried them out this week. Was paid through bank tranfer after winning max amount on their no deposit offer. And YES without having to make deposit.

I also got the run-around with can not pay to Visa debit.

But for info to OP you would be able to wthdraw to any credit card. There are restrictions on Visa debit card withdrawals which can max be withdrawn what was deposited in total? Is that not correct Vinyl. Sorry I don't have that much experience with that as normal use Web wallets like neteller and Skrill.

Withdrawal was stated as 48 hours pending and 5-7 days. It took 24 hours pending and then only 2 days received into my bank account.

Also veryfing of account passed in flying colours at first email so no probs there so not sure what OP is experiencing but this is not necessary because this is a bad Casino or you need to take drastic conclusions once again.

I can also inform that I have been on livechat several times as there was slight delay at first. I want to check about what deposit methods I could use to deposits etc. And also apparently they have to do a Phne verification first before withdrawal will be sent. I missed to see that in email they sent so really my own fault. BUT every time went on livechat there was response within 1 minute wait MAX....
I managed to get photos of my documents and they are processing my payment. I won over £500 but will only get £100 minus £20 wire fee. As you said I am not depositing anything in this casino as it does not make sense as I cannot play the games on my laptop. It is a shame as I did like the variety of games. Thanks for all your help
 

chicchick

Newbie member
I have good experiences as tried them out this week. Was paid through bank tranfer after winning max amount on their no deposit offer. And YES without having to make deposit.

I also got the run-around with can not pay to Visa debit.

But for info to OP you would be able to wthdraw to any credit card. There are restrictions on Visa debit card withdrawals which can max be withdrawn what was deposited in total? Is that not correct Vinyl. Sorry I don't have that much experience with that as normal use Web wallets like neteller and Skrill.

Withdrawal was stated as 48 hours pending and 5-7 days. It took 24 hours pending and then only 2 days received into my bank account.

Also veryfing of account passed in flying colours at first email so no probs there so not sure what OP is experiencing but this is not necessary because this is a bad Casino or you need to take drastic conclusions once again.

I can also inform that I have been on livechat several times as there was slight delay at first. I want to check about what deposit methods I could use to deposits etc. And also apparently they have to do a Phne verification first before withdrawal will be sent. I missed to see that in email they sent so really my own fault. BUT every time went on livechat there was response within 1 minute wait MAX....
Thanks for your help, problem solved, documents taken as photos and my payment being processed (£100 minus £20 for wire free for a free £20 bet) not bad
 

thenry14

Experienced Member
PABnonaccred
Slightly OT but here are my experiences here:

Signed up here to take a look around. Sent an email 3 days ago and still no response. Also quite a few common games missing, they dont even have a roulette game?!
 
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