Dunder Casino - First took a deposit then locked me out of my account and initiated age verification

REJECTED
Amie Carr United Kingdom
posted on July 9, 2016.

I felt that I was treated unfairly because I didn't Hold a valid passport or drivers licence... After signing up with dunder I had to verfiy my email so I followed the link and then I could make my first deposit I made £20 and as soon I did my account was locked and I was in able to play. I was asked to verfiy my age and explained that my drivers license is out of date and that I've never had a passport, but I am currently waiting for passport. I also understood I need to verfiy myself so I offered my full birth certificate my change of name deeds my tenacey agreement a bill and a proof of income... I also added that if I should win any money through their casino I would be happy for them to with hold winnings intill my passport arrives... They completely ignored the idea and refused to let me access my account. It's unfair because they took 20 from me If they felt that strong about id then verfiy age and identity should be first and foremost before any exchange of cash. I've only come across once before I signed up up dunder of online casinos have fully understood my situation and have been happy for me to continue using there site.

posted on July 12, 2016.

Hello there.

I'm sorry to hear that you had a bad experience with the verification process at Dunder. Since I don't have your account details at hand I can't take a closer look at your account. However, I suspect that you initially opened your account a few days before you made your first deposit. Since we're licensed by the UK Gambling Commission we are required to age verify all our players within 72 hours after account creation. After that window all accounts are automatically blocked. We run all accounts against a third party service in order to try to automatically verify the age of our users, but sometimes there's no match. Most likely this is what happened in your case. If so, the verification has to be done manually, and a birth certificate is not a valid document in this case.

It's highly unlikely that you were requested to verify your identity for any other reason. It also seems strange that you had to verify your account by email since we only do account verification by SMS.

I hope you receive your passport shortly so you can go ahead and complete your verification and once again sorry about the issues you experienced at Dunder.

AskGamblers
posted on July 16, 2016.

Dear Amie,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected and it will be closed accordingly.
Thank you for your cooperation.